Dan B.
Yelp
I had the worst experience I've ever had at any restaurant ever at this shake shack. They have the most incompetent, shameful, and unprofessional group of employees you can possibly encounter. I am from New York and used to go to shake shack up there regularly, but this one in coral gables is bad to the point where it's beyond parody.
First of all, I walked in and went right up to the lady at the cash register. She didn't greet me, she stared me down and just ignored me. Many employees gathered around her and NONE of them greeted me and asked for my order. They just stood around hanging out. I finally said, "I'm confused, which one of you do I order with?" They ignored me and just looked at each other and whispered to each other. I was nonplussed to say the least. Eventually, a girl came out of the bathroom and took my order. I paid with card, and she claimed that the charge did not go through because the register was connecting . I looked at my bank app and showed her that the charge did in fact go through. Not only that, they checked the kitchen screen and the order was there for the cooks. So there was obviously a glitch with the system.
When I got my burger, it was TERRIBLE. It was burnt and charred to the point that it tasted like ash. It was dry and crispy. Not only that, they called my name up to the counter again at some point and when I came, a group of employees told me again that my charge didn't go through. I opened my bank app and showed them that it did go through, but an employee, an old lady, said it didn't matter what my bank said and that I would have to pay again. I told her that under no circumstances will I pay twice for the same burger. She started yelling at me asking me why I took the burger they gave me if I didn't pay for it and I kept saying I did pay for it and kept showing her the proof, but she didn't want to see it. Other employees were laughing at her verbal abuse of me.
She wanted to charge me over and over again for the same meal as if it was a shakedown . The burger was ruined, so I should have been asking for a refund; instead, they wanted me to pay again. A gentleman behind me came up to me and asked if I was having the same problem as him and he showed me his bank account and said the employees had charged him FOUR times for the same meal and kept asking him to pay again. It was a ludicrous showcase of borderline criminal, unprofessional, and unacceptable behavior, and the biggest demonstration of incompetence I have ever witnessed at any restaurant in my entire life. The quality of the employees at this restaurant is as bad as it can possibly get. None of them feel the slightest bit obligated to do their jobs or show an iota of professionalism or competence.
Because of my experience at this shake shack, I will never go to any shake shack ever again. I was initially ignored and not granted the decency of verbal communication, I was then verbally abused, they tried to steal money from me by making me pay over and over again, and the burger was the worst Ive ever had. There was literally no upside to the experience; I've never felt more tempted to use the cliche, "if I could give them zero stars, I would."
