Shake Shack Downtown Crossing

The food was very good and the staff was so nice as well :) my order was ready within minutes. I gave 4 stars because it was sooo crowded but overall it’s a very good place :)

Service was an automated kiosk. Even when it was ready they yelled out my number and left food on counter. The tables and sitting area was a neat setup but really needed to be cleaned. The food was ok. Nothing special. We had Korean fries and chicken sandwich , a maple shake, and a basic burger. To me the quantity was small for the 30 dollar bill... I used the center neutral bathroom which I thought was fabulous until I walked in and there was urine all over the floor in front of the toilet. Very disappointing.

Had my first Shake Shack when it opens in NYC over 10 years ago. Have been waiting to get one again. Didn’t disappoint. Best, most delicious fast food burgers on Earth!

I work down the street from here and decided to place an order to pick up lunch with my coworker an hour in advance- however I forgot to change the pick up time to later… I ran over real quick and whoever was in charge on 06/21 at noon REMADE my order fresh an hour later- within 5 minutes. This was after the Celtics parade. Will be getting my business again it was so good.

Burgers were absolutely incredible once downfall would be the portion sizes are too small for the price.

Regional management needs to come check this place out and assess customer service. Customers are forced to use the self-ordering stations. It was quite user-unfriendly and I couldn’t figure out why it was changing me an extra $9 for no reason. I asked a guy behind the counter and he told me I needed to figure it out. I then asked a girl who was on break; she is the reason I’m not giving this one star. The place was not very tidy. The burger was awesome, as I expected, but it took almost 30 minutes despite there only being a few people in the restaurant. The guys behind the counter were saying the F word very frequently and loudly horseplaying. A frat house environment. The shake came out after 10 minutes. It was okay. I won’t be back to this location.

Food is worth the value. Cheese fries, oreo shake, and mushroom burger were some things that we tried and they were excellent!. Staff is super nice and made sure we didn't rush to leave EVEN if it was their closing time. They were way too nice. Definitely coming back

A Good shake shack location. Clean, nice employees. Food doesn’t disappoint.

Good burgers,fries,and nice cold beer.Nothing fancy just plain goodness.Great spot to people watch.

Shake shack burger is good but it is not big portion and expensive. I think that it is would be amazing if they increase the size of patty and put more food or have a set menu with fries and drinks. The food came out quick. I got the smoke burger which was pretty good but did not fill me up. It had a good kick of spice but not too much and was not too salty. The shroom burger was also good.

A convenient location. They're slow but so us every shake shack. Always get the shack sauce with your chicken it's so so good. Nice people working here too!

Both the kid and hubs have never had a Shake Shack meal before so we stopped in for lunch on our last day in Boston. Location is conveniently within walking distance of the Downtown Crossing T station. We used a kiosk (because we need time to look at the menu and decide!) and ordered a ShackBurger, White Truffle Burger, and SmokeBurger (names are approximate haha), fries, Dreamsicle shake and a large pomegranate basil drink. Total was about $40. I gave my phone number and received a text to pick up shortly after. The burgers look really small (we're used to big ones) but they were surprisingly filling. The buns were soft and the burger patties taste freshly made. The fries were crispy too. The pomegranate drink was a little tart but refreshing. The milkshake though tasted solely like vanilla, no blood orange flavor at all. The color was also a giveaway, given that the picture of the shake looked orange-y. The kid went to ask about the milkshake and was told it's supposed to taste a bit of both. But he's afraid to make a scene so he let it be. Seems to be a popular spot, not overly busy, and the turnover was relatively quick.

I think it's reasonable to say that the entire Shake Shack chain has been going downhill recently-- and this location in particular confirmed that for me. This place was not cleaned up at all- the tables were crumby and wet, and the bathroom was filthy! Not to mention broken! One small stall and out of use. Unacceptable for a business let alone in the heart of the city. After my experience with using the bathroom I wanted to turn around and leave, but I had already placed an order so I decided to stay. The food wasn't any better. I ordered a chicken stack (no lettuce) and cheese fries. Came out to be $16 for a small sandwich and a half portion of fries-- no drink. Let that sink in. I used to love shake shack, but now I unfortunately say it's mediocre. The meat didn't seem super fresh and the fries were pipping hot (to the point I believe they just threw them in the frier on double heat to speed up the process so I couldn't even taste anything). Tiny side of cheese. There are tons of places to eat downtown, check them out. Don't waste your time and money on this filthy establishment. They gain two stars because the workers were very kind. Come here to socialize, go elsewhere to eat.

The presentation of the food here was probabky the worst I've ever had at any Shake Shack restaurant I've been to ... and I've visited my fair share. On an early Sunday afternoon in the financial district, this restaurant was as empty as I've ever seen a Shake Shack, yet when the burger came out, it literally looked like someone threw it on a tray from across the room. The Double Shack burger has two burgers and cheese. The two burgers were different sizes and not uniform. They placed the larger one on top and the smaller one on the bottom and nothing really 'fit together. The buns were askew and I basically had to do my best to reassemble it. It was also literally dripping with grease ... by far the greasiest Shake Shack burger I have ever eaten. Maybe they normally 'de-grease' the burgers at other stores? I can't say that the burger wasn't delicious. Even this monstrosity of a burger lookswise kicked the shit out of any Five Guys or Wahlburger burger I have ever had from a taste level. They aren't scared of salt here! The burger had a lot of seasoning ... and the french fries were twice as salty as any fries I've had. But ... I happen to like salt and would rather have over-seasoned vs. underseasoned fries any day of the week. The value of Shake Shack is getting rough. $12 for a Shack Burger and fries. Ouch. I remember only a few years ago complaining about it being $8. Inflation sucks. In my beloved Los Angeles, nothing beats an In N Out burger ... nothing! However, Shake Shack fries are much better than In N Out, although not made freshly made, like In N Out. And ... unless I am missing a secret menu, Shake Shack has nothing like animal style. It's like $2 extra for a few pumps of orange cheese sauce. I will say the guy behind the counter was great. He was polite, efficient and made the experience better ... to all the Gen Z'ers who complain that they actually have to (gasp!) speak to someone vs. typing your order into a kiosk. Overall, it was a very good tasting burger that looked like it was run over by a car. Shake Shack doesn't disappoint and in Massachusetts, it's one of the best burgers, chain or otherwise, you'll find, even if the price is approaching what you'd get at a sit down restaurant.

Had never been to a Shake Shack before, but decided to eat here with the family before a recent trip to see a ballet performance down the street. Restaurant was modern feeling and had a lot of seating options, but the bathrooms were out of order (boo). Used the little iPad self-order station and grabbed a table number to wait for our order (burgers, chicken bites, fries, and shakes). Took 10-15 minutes for our food to come out. Burgers, chicken and shakes got positive reviews, fries were meh. At $16 per person, it felt spendy for what we received, but that's Downtown Crossing pricing for you. The overwhelming sentiment from out group was that while not bad, Shake Shack isn't as good as Five Guys around the corner (or as good as In'N'Out on the west coast). Nice to try it once, but won't go out of my way to come back.

Came in for a after dinner treat, we got the strawberry milkshakes. The self order tablet made the process quick and easy. The shakes were out within a few minutes and we hung out in the dining area to enjoy them. A cool vibe in this spot, it was pretty busy on this Saturday night. The shakes were thick and full of fruit, can't beat that. I'd def come back again.

LOL I almost couldn't believe this place was real? What a joke of an establishment. This was on Sunday at around 8pm and yes I get it, they were tired and I was tired. I don't think that excuses what they did though? This review is mostly on service but still definitely touches on the food. I mean look at my ítem? It was so unimpressive and un presentable and not at all spicy. They definitely forgot the sauce and literally put a tiny sliver of bacon. Look at the pictures online from their marketing page to see a before and after. I could expect this from like McDonald's or Burger King but for a 10 dollar sandwich, I truly expected more. It was disgusting and flavorless and oh! Don't forget cold. When we entered me and my friend were the only ones inside the store. I would say about every five minutes another person would walk in the store and order. keep in mind I placed my order first on the tablet and paid and then my friend did right after me, but somehow everyone who came in afterwards for about the next 20 minutes, were getting their food except for us, eventually they called my friends name and they got served the food and I decided to wait about five more minutes. Eventually I grew impatient and I went up to the cashier to ask them what happened to my food. Not only did they forget to print out the receipt. Somehow I guess they had decided that they already made one that was just sitting out, but then right in front of me, the cashier yelled out "oh shit this gonna be cold! He been waiting" literally right in front of my face. I thought oh ok fine whatever they'll make another, but no. They just packaged it in front of me and then put it in a bag and handed it to me. I was kind of shook but also tired after waiting twenty minutes so I just took it and stared at her kind of appalled. After they didn't say anything after I stared at them for a bit I just decided it wasn't worth it. By this time, my friends food had also gotten cold because they were waiting for me. They had no sense of remorse nor did they have an inkling of customer service. Never ever ever coming back here again! Do not waste your money. Did I mention how sad the sandwich looked? Please take another glance at my meal.

Food is great. Service is usually pretty good. Bathrooms are relatively clean. I just wish it was a little less expensive. The restaurant itself is also pretty clean. No complaints.

I was disappointed in my lunch today. Fries were totally room temp, not even warm and had barely any cheese on them! A couple weeks ago I went to the Newbury street location and the fries were fresh and perfect, so no excuses. I'd rather wait a few more minutes for food that actually tastes good. Do better.

It was busy when we came but staff are fast. Loved the burgers. This is only burger place I came to Boston downtown. The place looks very nice and modern look. They have only 1 washroom which is gender neutral. No parking on street so we have to find parking next block. I did not know that iced tea is not sweetened but it's Ok.

I ordered from your app to get the white truffle burger and I tried the tiramisu shake and I got the the hot dog with cheese sauce on it. I'm VERY disappointed?! I'm at work and ordered delivery (when I order from multiple other restaurants they SEAL THE BAG SHUT SO MY FOOD IS ONLY OPENED BY CUSTOMER) my bag was wide open the the box with my hot dog was open not closed! This is bad customer service and I would expect Shack shack manager or staff would do this mandatory with all delivery orders! On my hot dog order i paid for cheese sauce, but I received a plan hot dog?! But shack shack charged me for it! I'm not ordering from here every again! When I get a take out delivery order you want to see your order sealed shut and feel that security that the delivery guy wasn't in your bag of food you ordered! Shack shack manager please do better and reiterate to your staff on orders going out and please make sure your adding things that a customer has paid for but not giving them and you just took my money! Here are pictures below of proof receipt and hot dog with no cheese sauce. Oh the burger was great but I had to throw away my hot dog because it was open when I got it and no cheeses sauce that I paid for on it.

We ordered on the self service tablets inside. It took a while before we got our orders, a little more than usual. One of the staff was really nice though and continued to make our experience here great. He held the door for us, gave us options on how to order, and helped get our order for us. He was the beat part of our tine here. The food otherwise was very mid. The chicken bites were very hit or miss. Some were too salty and some were too dry. The ShackBurger was alright but nothing amazing. The bacon cheese fries were also okay. Overall, a very average experience here. It's convenient and thats really it. It is definitely pricey for a fast food place but at least it's not Five Guy's prices.

I'm never one to stop at a burger chain with so much to offer nearby, but we had a long day and had just got off the train with Shake Shack right in front of us. The plan was a quick bite before heading back to the hotel. It was late, not much was open because of covid, and I've always wanted to try Shake Shack. To be honest, the food was good and the reason for my star rating making it to two. I would definitely like to try SS again under better circumstances and at a different location. The service here from start to finish was atrocious (except one young kid who was trying to be helpful... I wish I got his name). We were placing orders on the screens and had a group of us that just arrived back from a long train ride. A couple of us went to use the restroom after to find it was locked. We went to inquire and were told it was closed. Out of confusion, I asked for clarification and she said it's nasty and they didn't have time to clean it so it's just closed. They didn't have any plan to take care of it either because they were short staffed. She was practically yelling at us about how shit the staff is and how they can't keep up. It continued on from there and anything we needed or was mixed up she had an attitude. This location needs an overhaul.

Decided to try this location because it was the only one with the new Korean fried chicken sandwich available. Korean fried chicken sandwich - I was glad I tried this but probably won't be ordering it again. The gochujang glaze was pretty good but it was the only source of flavor in the sandwich. The chicken itself was really bland and there wasn't enough sauce to make the whole sandwich come together. Shack burger - Definitely was disappointed with the burger at this location. Based on first impressions, it looked really promising but quickly fell short. The burger was dry and more on the bland side, not the typical juicy and flavorful patty I've had at other locations. One plus side of this experience were the fries! Crispy, seasoned and was still warm by the time I got to eating.

I work downtown and this place is always throwing your burger onto the tray which exposes your hamburger directly on the side of the tray. Had a dirty tray the last time and it happened again today. I am done with this place.

Worst Shake Shack I've ever been to. The customer service is absolutely terrible. I've been to the other Boston location, NYC, LA, the two in Vegas, and even Japan. This one takes the cake for worst service I've received in a long time. The food was good, but the way you're treated as a paying customer makes me say forget it!!! No line was at the cashier. I go to order, and she immediately says cash or card. I say card. She says you must order at the kiosk. I tell her I don't want to use the kiosk, I'm right here wanting to order with you. I don't want to touch it. She says then you have to pay cash. What kind of nonsense is this? Why couldn't she take my order? Why do I have to use the kiosk? Why does she have a job then? Really? She treated other customers the same way, including an elderly couple who just walked out. Others ordered from the stupid kiosk. This location doesn't even have a menu for you to look at. You have to use the kiosk or look at your phone. What kind of Shake Shack is this?! Food was good but I won't return. I felt like a number opposed to a paying customer. I was also completely ignored when I tried to get a drink refill. The restroom was completely disgusting. I went when they opened around 11am. Looked like no one cleaned it from the night before. Terrible. Please avoid this place. They don't want your money, really.

This Shack Shack gets three stars mostly for their service. I put in a lunch order using the Shack Shack app. I waited like 5 minutes then headed over to pick it up. It was during a busy weekday lunchtime and there were at least four people waiting for their orders so I wasn't expecting my order to be ready right away. The person I talked to kept saying my order was still not ready even after waiting like ten minutes. After talking to the same person a third time he suddenly found my order which had been sitting there, who knows how long.

Shake Shack is the best. I don't have one at home, so anytime I encounter one while traveling, I have to stop in. It was crowded but our food was ready really quickly! I love the ease of the kiosk ordering. We all got shack burgers, which were fabulous of course. My dad got his on lettuce instead of a bun and it still looked amazing and he enjoyed it. Portions are bigger than you'd think! We shared 2 orders of fries among 3 people and still didn't finish them. The fifty fifty lemonade/tea is amazing as well. This location is really close to the freedom trail as well as some shopping.

I'll start off by saying that I am HUGE Shake Shack fan. I was disappointed in this location due to the super slow turn around times on orders which was more than 15 mins for most people and longer for others. The system didn't seem to be running smooth when compared to other Shake Shacks. They didn't have mustard as condiment. For some reason they were out but it didn't look like they ever serve mustard in this location. Lol The front door of the restaurant was propped open. So much for having less of a carbon footprint for the location. I am sure their electrical bill is through the roof as well. Like my Mom used to say growing up... "Close the door! I'm NOT trying to air condition the entire neighborhood." But also with the door being open constantly, this also invite flying insects while you're eating because there is no air curtain at the entrance. I had to kill a few fruit flies or whatever while eating. This location seemed to do a ton of online or take out orders as well. But maybe it was that time of day on a Sunday where everything was happening at once? I don't know. Over all the location was relatively clean from what I could see. But I think I'd eat from a different location.

Came to pickup my food that was ready because I ordered on Ubereats. Stood at the counter for at least 5 minutes waiting for somebody to acknowledge me. Staff were just rough housing playing around. I had to say excuse me to even get someone's attention just to say hand me my bag thats been sitting there. Gonna stick to the seaport blvd location.

Solid as it gets.....you can never go wrong at Shake Shacks consistently putting out amazing food! We always each get a burger and share a chicken! Yum

This is the first time I've tried this location and during covid, it was nice to have a dine-in option. I throughly enjoyed my Shake Stack, which is my fav choice and not pictured the Chick'n Bites. The Chick'n Bites were definitely bite size and all white meat. I do love getting my burger fix here. Plus the staff here was friendly. I ordered from the kiosk and a kind lady came to me to see if I needed any assistance and if I had questions to let her know. Thank you to the kind employee.

I was roaming Boston with a bunch of other runner friends for Boston Marathon weekend, so when someone just had a craving for Shake Shack, no one hesitated. The food was as expected for any Shake Shack location and they have the convenient ordering kiosks to free up more team members for kitchen duties. When we were there, I guess people were tired of waiting for their food and kept checking in or complaining, so the team leader literally just made an announcement that she was short staffed and their team was working hard in the kitchen in the back. I guess I can appreciate that honesty. We weren't in a rush, so I wasn't offended and really just felt bad how hard they were working back there. Btw, the food came out great!

I was about a 12 minute walk away so I put in my order on my phone so that when I got there my bag of deliciousness was waiting for me on the pickup shelf. My double Shackburger and cheese fries were amazing as always.

I ordered delivery from here. They delivered to the wrong address and now won't get back in touch to straighten this mess out. Don't order from here, you're gambling with your money. I'm out $40!

Pre covid review: The line set up is really confusing and we stood at the front for 5 minutes while no one was on the register or even behind the counter, so we were unsure if we were standing in the right spot, because even though there was a sign, there was a whole other group sanding to the right. I think it was like 10 people waiting for take out? Once we ordered and said we were going to eat in, they didn't give us the beer -- I guess that happens when you get your food? Weird.

I am very much sympathtic to all businesses during this pandemic and fully respect the challenges they are facing. All that being said, my experience was so negative I felt I had to post a review so others can take into consideration. I held off on this review because I was promised a refund for my order and I wanted to be fair and account for that. But I guess I should not have been surprised this was not honored. Now, about my order. I ordered a double cheeseburger, fries and milkshake which came to just over $18. I am not complaining about the price as I know in part I am paying for the name. After about 15 minutes, I finally received a single burger, fries and chocolate milk. I cannot call it a milkshake as it was completely melted. I made them aware about the burger and got back the monstrosity pictured. Burnt to a crisp, so much it was actually flaking. It was literally a hockey puck. And no, I did not order it well done. I truly hope this was just a blip, but looking at some of the other reviews you may find it best to visit another location. This was just a miserable customer experience all around. Be safe everyone. *Update 7.28.2020* I have increased my rating to 3 from 1 as SS customer support has credited me my order amount and a little more. I honestly don't feel I will visit this location again, but will give SS another try at a different location.

Worse service I've ever experienced at a Shake Shack. Ordered cheese fries and a drink and you'd think I'd ordered a 5 course meal, that's how long it took. They had 3 workers plus I'll assume the manager/owner. Two of the employees were more concerned with putting up cups, napkins, and condiments then in getting the orders out. For a downtown eatery this Shake Shack sucks.

Very nice location conveniently on Washington street. Very lofty and a great seating area. Food is the same as you would find any other shake shack. My only concern is homeless people come in and bother the clientele for money. They really need security here.

Read this more as a 3.5 star review. For what it's worth, this Shake Shack is a fairly new location that opened up a couple of months ago so I am not sure if they figured out how to use their personnel effectively for workflow. Either way, there are kiosks for people using credit cards and then the register for pretty much everyone else who has cash. Online orders wait right by the soda fountain. I was readily willing to burn my Shake Shack online order promo after a long day dealing with health insurance shenanigans at work. I placed my order online with a projected pick up time of about 3:45 or so (?) and got there around that time. I think I got my order of two shack burgers and fries around 4 or so. It was difficult to discern whether or not this was because other people like me were doing online orders and caused a backlog or whatnot. Either way, the burgers were steaming hot and the fries were crispy and salted just the right amount, matching the standards set by the rest of the Shake Shacks. I think they are probably still trying to figure out the best way to use their personnel to maximize speed/efficiency so I will cut some slack. Still coming back for a shack burger at some point. IG: Mood4foodeatery

The food and shakes were great, the line wasn't super busy for dinner time, and Paul was helpful as well!

Awesome new shake shack location in downtown Boston! Perfect place to grab a quick lunch on the go or grab a seat and hang out for a bit. There's a few booths, tables, and window seating. I came here with a group of friends on opening day and received a special Boston shake shack t-shirt! The staff was very welcoming and just like many of their other locations you can either order at the counter or on one of their iPads if you're paying with credit. I ordered on the iPad and they send you a text when you're order is ready. Super quick service, only 6 mins to get my shack stack, chicken stack, and fries! The shack stack is my favorite go to burger since it has the meat and the cheesy shroom. The fries were crispy and had enough salt, so it makes a perfect addition to your meal! If you're craving a burger, this is definitely a spot to check out!

The food and the portion was mediocre at best, but there was a buzz about truffle burgers more recently. I have decided to give it a shot. I tried the chicken sandwich at the other place and it was above average at best. The truffle burger look like they put half of the amount of shallots on it and some truffle sauce on it. It was also small. The fries were lukewarm but the cheese sauce was absolutely cold as it felt like the sauce sat there for at least 45-60 mins and looked like something that would suit more for nachos. Some of the cheese fries stuck together like glue. I paid around $19-$20 for this kind of meal. Seems it should be more like between $8-$9 instead (based on the mediocre meal, otherwise I would say around $14-$15 for the portion if the meal was outstanding). The seating during covid-19 could be better, I sit on a stool by the window and felt that the stools that were placed were extremely crowded, and some of the tables were not cleaned. The meal is 3 stars, but the quality of the place and the service was more around 1-2 stars at best.

This is difficult for me...because I usually like the Shake Shack product. This location is a bit of a letdown. First off...I will not use your self order kiosk. It is wicked confusing and takes way too long. I will order at the counter...and I can't do that anymore, will not go there. Got a Hamburger with Lettuce Tomato and Pickles...and a small fry. $11.11 with tax. No drink. Always found their price point a bit high. The burger was too well done...and as usual...the fries were not all that hot. The fries situation seems to happen most of the time. And I really think their fries are wicked pissah. Can never figure out why. The burger was ok...but could have been much better if still had a bit of juiciness in it. Always like that they have a wicked good condiment station...and even have Malt Vinegar packs for the fries. Service was fairly fast. I have found the staff at the Newbury Street location to be more attentive to preparation. Will return to this location again and give it another try. Hopefully I can move the rating up to a 3 star at least. I do like a wicked pissah tasting burger.

Hi Jake, Thank you for your prompt response. Here is my email vchigarapati@yaho.com. Please let me know what details are you looking for regarding my recent review. Regards, Vijay

Great and creative menu items with quality burgers, fries, shakes, and even hotdogs. Try the Buffalo fries they are delicious!

Went with my 2 friends and we only ordered shakes, it took about 8 minutes until a worker came up and asked what we ordered. We said shakes. A woman came up to help the guy helping us and they started grabbing random milkshakes out of the freezer. She slammed the milkshakes on the counter and gave me one where a quarter was missing. So I paid 6 bucks for a milkshake that took 8 minutes to get and wasn't even full.

I love this location of Shake Shack. Although they are always busy, they provide quick service to everyone. I go there at least twice a week, sometimes more than that. Their food is always fresh and whatever customization you make in your order, they make it happen. AND the place is clean.

This is one of my go to lunch spots cause it's a fast food restaurant, since I only get a 30 minute lunch break. Today I had ordered online to skip the wait so I can pick up and go. I had arrived at the store @2:21PM my order #841161928 was supposed to be ready at 2:28PM. Time passed by and people came and picked up as I was still waiting. It's now 2:48 they now realized that my order was never prepared. I didn't get my order til 2:57PM. I had ordered a shack burger with a lettuce wrap. They didn't add the shack sauce but felt the need to add onions to my order. . I'm disappointed cause I have ran out of time waiting for my order, wasn't given a sorry in regards to my order not being on time, and my order wasn't made correctly. Hope you use the review to improve your service since you guys only have 2 stars on here.

After reading the Highs & Lows of comments, I went to try it myself randomly to be fair (this was during covid). I'm most certain that the chain took notice of your reviews so management has improved !! It's hard to really say a particular store of a FastFood chain is bad, especially when they have to handle all kinds of customers and in a city downtown... Check in process is actually really good, full menu and super convenient for a fast food chain, ie: allergy notice, you can input yours and see which item doesn't work for that allergy. Haven't really seen this feature in other chain tho? or at least over the self-service kiosk. Idk who complained about management before but they personally went to look for me and handed me the menu to pick from for my dessert substitution. Will definitely be back & see if things are really like what people say

I love ordering from here via Grubhub. My order is always right, and shows up quickly and hot. They serve my burger on a lettuce bun, just like I like it!

They've took heed of all the neg reviews and fix themselves. Burg shake and fries will sit you down and fill you up with no fuss no muss! Very tasty and decently priced

Update 9/20/21: Shake Shack management reached out after I posted my earlier review, and did their best to acknowledge and rectify the situation (including saying that they were in contact with the local store manager.) They made it easy for me to give SS another chance -- I ordered delivery to my apartment in Oakland, CA, which unfortunately was completely screwed up by their delivery partner Uber. But I was really impressed by getting contacted by real people responding to issues, and seeing them follow through with their promises. I finally had a "good" SS delivery experience a couple weeks ago. The food (burger, shake, fries) has always been satisfying and well-prepared. Raising my rating to 4 stars.

This place is the epitome of chaos, disorganization, and inefficiency- causing long wait times despite all orders are through automatic kiosks (the machines are seamless and great. Humans are the problem). After 15 min wait with sparse customers in line, I got my order. They managed to get it wrong and had to remake the order. Another 15 min wait- for a burger. I'm able to write this review and edit while I wait, gives you an idea how long it is gonna be if you come here. During the long wait I saw staff standing around staring at the ceiling, another moving plates from one side of the kitchen to another, only to move them back again few minutes later- pretend busywork, clearly lacking in direction or any motivation whatsoever. I was standing in front of the ceiling gazer, eagerly waiting for my food, not a single question... the apathy and indifference is pretty astounding... Why would you need robot kiosks if you hire all these people to stand around doing nothing in the first place? Serious lack of management/supervision for something as simple as running a fast food chain. Will never bother with this hole again. Go to the McD across the street.

I got the cheeseburger with everything on it and their spicy cheese fries with the pumpkin milk shake. It was pretty alright but not anything to write home about. The burger had high quality meat but maybe because I ordered it online and had it delivered or something, it was a bit soggy. The fries did the job but they do taste more like frozen fries you buy at the grocery than ones you'd get at an establishment. The pumpkin milk shake was a mistake. Maybe it just didn't pair well with the rest of my food but it just didn't taste good with anything I got. I put it in the fridge but it still tasted pretty strong with pumpkin and cinnamon flavor. I did appreciate that they used fresh ingredients though; it just might not have been for me. Now, this is the more redeeming order: I got their spicy chicken sandwich and honestly that tasted better than their burger. Even though I ordered it through Uber eats, it held up pretty well and didn't get soggy even though some time passed. The chicken was well battered and seasoned, the sauce went really well with it, and I like that it had a coleslaw mixture in it, compared to chicken sandwiches from other places that just have pickles or lettuce. If I do come back, it's definitely for the chicken sandwich. Other than that, the burger, fries, milk shake etc. did not justify their high prices.

As others have said, the service here is abysmal. When I got there, it was fairly quiet and 4-5 workers were standing around in front, texting or chatting. No one was working. It took me a while to get anyones attention and when I finally did, she acted so bothered. After she took my order, I was told my name would be called. I only ordered a shake and I waited and waited and waited. My name was never called and I was told it wasn't ready after much time had passed. Turns out that the shake was left on the far corner of the counter. No one bothere'd to call my name. When I told the one of 4 workers standing there that I should have been notified- considering I went to the counter twice to inquire- , they just ignored me and went back to texting. These people should all be fired.

Good thing the burgers are good because otherwise this is an all around confusing and stressful experience. Terrible seating layout and awkward space leaves you standing around feeling like a post in the road. Weirdest thing is how their automated ordering system(slash means of providing less employment and a worse experience)rewards people for using cash by allowing them to skip the line. Seems odd in a time when similar companies are going cashless for reasons of sustainability. Also no tips allowed for staff on less than a living wage. Cool.

The concept is great! Good burgers with shakes and fries. Execution? Sadly lacking. The food is acceptable and actually quite fresh. The main problem is the ordering and pickup lines are chaotic to say the least. There's no order to anything. Perhaps I'll upgrade this review when they work out the kinks.