Shake Shack Franklin

The Big Shack: Expectation vs. Reality Tried The Big Shack today and… I’ll be honest, I’m a little disappointed. Taste: Was it good? It was okay. Definitely edible, definitely Shake Shack, but nothing mind-blowing for the price or the hype. Presentation: Now here’s where things fell apart. The burger I received looked nothing like the advertisement which, yes, we all know is common but this one was especially sad. Limp bun, uneven toppings, and nowhere near what they advertise. I’m adding a photo comparison so you can be the judge for yourself. Ad vs. Reality: I’ll let the pictures do the talking. Overall? Not the worst thing I’ve eaten, but definitely not what I expected from something called The Big Shack.

Extremely disappointed. I was served a lettuce burger where the ‘lettuce’ was brown, slimy, and actually smelled spoiled. It’s clear the staff is not checking the quality of the food before it leaves the kitchen. If they’re willing to serve lettuce in that condition, I’m concerned about their overall food safety standards.

I hate to throw steak & shake under the bus, but... This is a good alternative rising from it's ashes. Their decline had left a vacuum in the fast casual worth dining in for. These Burgers fit nicely above the traditional big corporate 3 slop, and below the most expensive options. I wasn't really impressed with the chocolate shake but the root beer float hit the spot. Looking forward to trying other options on the menu.

Very disappointing. I went here right when they opened to get the infamous limited time Dubai Shake. They skimped big time and barely put any toppings on it. I paid over $10 for this Shake, so I expected it to be top notch and it wasn’t even close. Honestly, the Shake itself wasn’t all that great and definitely was not worth what I paid. The chocolate inside the cup did crack as advertised. The straw was incredibly too small to drink the Shake and get any of the chocolate or toppings through it — really needed a spoon (like the Slurpee spoon straw from 7-11, IFYKYK). And clean your iPad screens for heavens sake. This was right at opening and they all looked disgusting (see photo). I also wanted to add that my shake sat there on the counter in front of the employee as I sat there waiting. I finally had to ask him if that shake was mine and of course it was — just melting away.

I ordered the BLT. Disappointing is putting it mildly. They take a bun and turn it inside out put one piece of half cooked bacon and put the most pitiful tomato on it and charge you $6. I tried to order on the app but it would not let me customize the sandwich so I had to order in person. This seemed unheard of but a nice man at the counter walked over and placed the order on their machine. Save your money and calories and go somewhere else.

Shake shack is hype. The burger was good and the fries were good. Burger fries and drink$23. You must order from kiosk when you enter then your number or name will be called. I guess this the new norm in customer service

So it was the first time I had the Veggie Shack burger and was pleasantly surprised. It was Vegan without the cheese and sauce. The burger itself lists the veggie ingredients as mushrooms, carrots, sweet potatoes, farro, quinoa. It came with pickles and onions on top. Next time ill customize it and add lettuce, tomato, and avocado. My daughter had the double Smoke Shack burger with cheese, and it looked amazing. She also ordered the spicy cheese fries, which didn’t look like much, but the red spice was hot! We got the non dairy chocolate custard at the end, and I will say it was tasty! However, you can see from the picture below, it was skimpy. No big deal, I didn’t need the extra sugar anyways. The Franklin location was nice and clean, no lines. I would have given 5 star to service, but they didn’t deliver it to us. They called our name to come get our order regardless of the number on our table. We survived. It was a pleasant lunch and I look forward to having that veggie burger again!

Two elderly couples came in while I was in line at the ordering store tablets and asked to order at the main register since they didn’t know how to use the tablets that can be complicated for older people. The young man wouldn’t take their order and said they had to use the tablets which was completely rude because they can take orders at the main register which I have done numerous times. The couple left the restaurant at which pt a gentleman went out into the parking lot and offered place the order for them. Shake shack, train your employees to not turn away older people who don’t understand technology. It’s extremely rude and distasteful.

As with any Burger place, the kids are sometimes disinterested and a little slow. Not rude exactly, but hardly lighting the place up with enthusiasm. Maybe that's just kids today. Also, using the kiosk might be a genius way of ensuring order accuracy but it kills the human connection which, after all, we all kind of need and want when we go out to eat. However, the burgers and fires are absolutely delicious. It's our favorite Burger place. Juicy patties, salty, crispy fries and excellent shakes. Kind of pricey but overall very good.

Fast friendly service - good burger - the shakes are delicious- the restaurant is easy access to parking and nearby habitation hotels

This place is just not what it used to to be. Barely could make it through my food in terms of its taste and quality. My son and I ate here and it was $50 bucks for just meh fast food. Almost anything is better than this place.

This place has really gone downhill since they opened, and they haven't been open that long! I get the impression the staff is going out of their way to try to ignore customers. They basically force you to order yourself on a kiosk. They have a couple of positions for staff to take your order, but nobody is there and they clearly discourage that option. The staff behind the counter keeps their backs turned toward the customers, regardless of whether they're working to put together orders or just talking amongst themselves when they aren't too busy. Getting their attention when you need something can be a real challenge. The food quality has also gone down quite a bit. The burgers often look like the staff trying their best to fulfill the joke about fast food not even remotely looking like the photos they put on the menu. The meat was falling out of the burger, there was hardly any sauce, and everything was a bit of a mess before I even picked anything up.

The food here is simple awful. I don't know a better way to explain it except to say ".. it's a Five Guy wannabe burger spot". The service was fine. The food just doesn't taste good. There are definitely better places to eat than here for a good burger.

Had the special burger, Korean. Wish I had gotten the larger one because it was outstanding. Restaurant was busy but food was made correctly and as advertised. I would return to this location.

Earlier in the day, I had passed by a Shake Shack in Green Hills. I had already had lunch, but I wanted to squeeze in a burger visit before I left Nashville. While in Franklin, I spotted this Shake Shake. I had dinner here. I had been to only one Shake Shack before this visit. It was the one in Edina, MN. I hadn't been there since before the pandemic. This eatery is across from SpringHill Suites. It made me think that I should stay there next time, so I can have burgers every day. I backed into a spot and walked over. Things have changed a bit since I last ordered from this franchise. There are still menus when you first walk in. However, you don't order from a human being anymore. Instead, you place your order at a kiosk. The process was easy for me. I saw a sign for the bourbon bacon cheddar double burger and knew that I had to have it. I also saw cherry hibiscus summerade as a featured drink, so I had to get that, too. Crinkle-cut fries were a must. It was the easiest decision that I've ever made. One man had a difficult time placing his order through the kiosk. He had a male staffer help him out. I selected everything that I wanted and paid with a credit card. Easy peasy. I was prompted to enter my cell number so I could get status on my order. Done! I found a table and sat patiently for my food. Communication was stellar. I got confirmation that my order was ready in less than ten minutes. I was impressed. A man at the pickup counter called my name. I picked up my order and thanked him. The kicker was this man saying, "You're welcome, Mary. Enjoy!" Personalized customer service was a nice and highly unexpected touch. You'd think that ordering through a boring kiosk would default to losing that human interaction. Not here. I brought my food back to my table and chowed down. I was excited. The bourbon bacon cheddar double burger consisted of white cheddar topped with bourbon bacon jam. The bourbon is from Maker's Mark Bourbon. Crispy shallots and ShackSauce go on top of the top beef patty. Everything is between a halved, toasted potato bun. It was divine! The beef patties were juicy and seasoned nicely. The bourbon bacon jam made this burger so special. I loved it so much that the place should bottle it up and sell it to folks like me. The white cheddar made this burger feel fancy with each bite. The toasted potato bun was so good. If this burger is still on the menu, get it. I hope that it becomes a permanent fixture. I am not a hardcore fries person, but I do have a weakness for crinkle-cut ones. They were delicious here. They were lightly salted, crispy on the outside, and creamy inside. I love the grooves in crinkle-cut fries. You get more ketchup in the crinkles. They were fun and yummy to devour. I washed everything with my cherry hibiscus summerade. It was delicious and refreshing. I love anything with hibiscus and cherry. It was the perfect flavour combination. It was slightly sweet, which I appreciated. I was content having dinner here. I thought that I would be too full ordering a double burger that I'd need to nap in my car before heading back to the hotel, but it was perfect. I had an excellent experience at this Shake Shack. I'd return in a heartbreak whenever I'm back in the Nashville area. (352)

We just had Shake Shack in downtown Nashville so we'd figured we'd try this one out in Franklin. The setup was a little different mainly because they hate a parking lot with other businesses thus giving limited spaces. The atmosphere was great. The food smelled good and the customer service was good. I got two chicken sandwiches and they were ok but they were not crispy like downtowns. Also my first chicken sandwich I had I noticed a long strand of HAIR which made me sick to my stomach and after discovering it I went to the manager and showed her. They apologized and corrected the issue. Other than that issue everything was good but it I'll need a sometime off from the location before I go back because of the the long HAIR!

Second visit. This time I used the app to order ahead. It gave an estimated time (for walk-in pickup) about 10 to 15 minutes after my order was placed. And the order was ready within two minutes of that estimate. Good job! As for the food, a burger is pretty much a burger. Chicken bites were tender but a bit greasy. Fries were pretty good. Best of lot were the hand-spun shakes.

Great burger... Everything else was pretty subpar, and INCREDIBLY expensive. It's basically fast food, so I don't have high expectations. The "kiosk" ordering system was very busy. Only three, for the entire places. Kind of silly. Chicken nuggets, were SUPER greasy, a bit under cooked/soggy from all the grease. These issues, along with SUPER cold fries, are a bit of an issue for the amount we were charged.

This place was disgust. My burger had a limp piece of old looking lettuce and needless to say, all of our burgers were not good at all! Try Culver's instead and get some bomb custard ice cream while you're at it!

The service is real nice and the food came out real fast. I got the Shack Burger and it wa very good. The vibe in there was excellent and all the people there were very kind.

Was very impressed with how clean everything was here. It was spotless as I looked around at all the tables and counters! I ordered online and my food was ready when I arrived. Super happy!

Solid casual quick service non fast food quality ingredients but fast food option. The service was quick and very kid friendly.

I have been very disappointed with what used to be my favorite fast food joint. The last two time we ordered from here the order has been wrong. Single when a double was ordered, plain when I ordered everything on it, etc. Get your act together Shake Shack! I'll be taking a break for a few months to see if they improve.

We ordered online for pick up for dinner while in town a few weeks ago. We ordered several burgers, along with fries and milkshakes of course. They had a seasonal chocolate cookie flavor available, so we had to try that one! Upon getting home to eat our food we realized they had mixed up some of our toppings for our burgers. We sorted it out ourselves and ended up okay. The fries were good, basic crinkle cut. The milkshakes are unreal good. They use custard as the base and mixed in chocolate cookies and topped with whipped cream and more cooke crumbs. It was heavenly, don't look at the calorie count on it though..

I'm not really a burger person but when I am I come to Shake Shack. This location is nice because it's in a really good area with lots of growth. I always get the shack burger with fries and a cookies and cream shake to dip my fries in (yes I'm one of those people). Every location I've been to has honestly been super consistent with the quality of food you get. Every bite is just mouth watering and perfect. It's really good but It's pricy... But its also not McDonald's so you get what you pay for. I also like how easy it is to order here with all of the self checkout stations! This location was pretty dirty however. Tables were really sticky and not wiped off. Counters up front were dusty and nasty. Floors weren't swept. Also when the young guy handed me my tray it had sauce all over the bottom of it and my whole hand got it

Food is AMAZING!! our order only took five minutes to come to the table!! You can order with a tablet or with a person!! The atmosphere is amazing and you get an awesome view from your table. Definitely recommend!

Shake shack...so many funny memories I have here with the gals. Very very very yummy I come here frequently (my cholesterol hates me for it) never disappoints. The workers are very kind and have to put up with my shenanigans!

I LOVE THIS PLACE!!!!! Food is amazing, people are amazing, I'm addicted to their cheese fries. Go here, you won't regret it.

Expensive. Dirty tables inside. Broken tables,  filthy tables, and trash on the floor outside. Albeit a Monday, it's dinner hour and better than 95% empty seating isn't a good sign. With what we just paid for an abbreviated meal of two sandwiches and two drinks this joint should be sparkling.  Customer's can grab napkins and clean their own tables, right? That seems the process of the day. Carry-out orders seemed in progress, but no cars were waiting. Out of only two visible dine-in table's orders placed at the time, both came out wrong. Kiosks are supposed to keep that from happening, but...they don't. Kudos to the shift manager who made both right.  As we spent unnecessary time at the counter another family took our table (fair game and it was the only outside table without dirt and food on it...and no need to thank me. I cleaned another one.) Staff may be new and inexperienced, but that's why businesses created managers. The kitchen was filled with workers apparently not tasked with any duty beyond the counter. "Time to lean and time to clean" seems a foreign concept at too many establishments (not sorry, because the place was NOT understaffed on this visit.) Verdict: The burger was actually tasty, but there's too much else going against the Shack for me to make a return appearance. What? No fries? No. I'm not paying that for crinkle fries. Overpriced, too much misfit tech, and too little giveadamn.

This was my worst Shake Shack experience. I waited to post this because I didn't want to respond off of emotions. I love Shake Shack and whenever I'm in a city where I can visit one, I do so. The speed of service was average. We got 3 burgers, 1 order of nuggets, three order of fries, and soft drinks. The fries were not fresh AT All. In fact, they were were cold. The burger was average. I guess they were running out of vegetables because the lettuce and tomatoes were next to nothing (pic). The nuggets were dry and appeared/tweeted as if they were cooked earlier that day and maybe reheated. I don't have any intentions of visiting this location again.

I had no problems with my experience at this location. In general I think Shake Shack is pretty over priced compared to their competitors, but it was good. It was a pretty slow day when I went. I didn't have to wait to order and I got my food pretty fast. Overall a smooth experience.

the beef was raw.the service was great tho. it was clean :/ and gave and some things wrong worst place i been in my whole life and in all america

I saw reviews that the Shake Shack burgers tasted a lot like In-n-Out burgers, so my daughter and I decided to give it a try. When you arrive at the Franklin location, parking is limited and they have overflow parking across the street and also down the street. When you walk in the door you are greeted immediately by walking into the ordering line, which makes it VERY crowded and not very social distancing safe. BUT the nice thing about the Shake Shack is that you can place an order with a live person working the counter OR to the side they have screens to place an order yourself (self-service). We opted for the self-service since there was no wait! We both ordered the Single ShackBurger, fries and drinks. NOT an In-n-Out burger, but good in their own way. Burger was pretty greasy, and had good flavor. They also have crinkle cut fries!!! This time we had no room left in our bellies to try the frozen custard or a shake. But will definitely be back to give one (or both) a try!

Visited on a Wednesday around 1P. Atmosphere was nice. At first glance place looked clean, unfortunately, both bathrooms were dirty. Multiple tables were also dirty. Kiosk check in is great option but the instructions tell you to take a number for the food but then you go and get you're own food. A little confused on that part. Food was subpar. Burgers were flat, salty, and not made to request. Fries were okay. The pomegranate and basil lemonade was great. The root beer float was not great. It had an odd plastic taste. Overall, for the price, I would not recommend.

The location was very busy on a Friday night and they have some logistical issues to work out for sure but the food quality was good and the beer was cold. The staff is what made the difference. The cashier apologized for the wait outside to enter and then advised on an estimate of how long the order would take. The ordering process was friendly and welcoming. The manager helping to give out orders was very aware of her surroundings and issues that were coming up and working hard to help everyone that she could. All Staff members were friendly and working with a good sense of urgency. The place was busy and everyone had large orders plus many online orders coming in.

Tried them out for lunch and was not impressed. The menu is limited to burgers and shakes. The restaurant has kiosks that you can key in your own order. They were pretty easy to use for some but took but also had someone also there to take orders. They cook to order. I had the basic one patty cheeseburger with fries and a shake. The burger was a little salty but okay. The crinkly fries were a little hard. The shake (Shake Shack) was less than impressive. It didn't feel the container cup. I think it was space left to add whip creme but who knows. There are a lot better places to grab a good no hormone, grass fed, $10 burgers. The inside is nice and spacious to accommodate groups, great parking and a nice patio for outside dining'. The patio faces the street so it can get a little noisy,

I feel like this place is going through some serious growing pains in their opening weeks. We had friends stop in to order for us about two weeks ago and it was a mess. They said the kiosks weren't working and apparently the kitchen was behind at least 45 mins. There was a line of unhappy To Go customers and another line of customers wanting to order, but they were turning away once the employee was letting people know about the backlog (our friends left also)...so no burgers for us. We decided to go in today and I will say the food is 4 Stars. The fries were great, hamburgers outstanding and time we received the food was great. Place is clean, but the ordering process is so not there. We ordered alcohol and kiosk requires an employee to check ID & crickets (no one around). Went over and employee said not to worry to bypass. Go back to the kiosk and you can't do that...so now we had to grab someone else. Needless to say...this process doesn't flow well. Thank goodness there wasn't a large line but if there was, it would be a mess. As we were leaving we noticed a line forming and still loos likes their ordering process is inefficient and doesn't flow fast, which is odd because other locations are seamless? Also, we must have been in between shifts because they had a lot of employees just around or sitting at tables. That's not the employee fault that's all on management. Just seemed odd, because it was like that since we got there, ate and till when we left? Place is smaller than others (so best to go in odd hours) and parking nearby is lousy.

While I like Shake Shack this location is a disappointment. Service is VERY slow and inaccurate. Food is not timed correctly. Fries are typically cold and drinks get watery. Basically, the operations at this location are not well managed. There are better burger options in the area.

Meh. Save $25 and go to Sonic. Hot chicken is... Not hot. Burgers are ok. Fries are limp. Spent so much on the burgers and $4 sweet tea we never bothered with shakes. Pass.

I lived in the New England area for a long time, where Shake Shack is a much bigger thing, and was SO excited to see one opening up so close to me here (particularly because sometimes it can feel easier to take a flight to Boston to get my Shake Shack fix than brave Green Hills traffic.) I tried ordering online or via the app, but neither recognize this location yet, so I wasn't able to. The parking lot was almost full when I arrived about an hour before closing on a holiday weekend. The inside is pretty spacious though, and there is also plenty of outdoor seating, so even though they were busy, everyone seemed fairly spaced out. I also liked the nice touch of corn hole outside the front of the building. It's a great space, particularly for families. I went in and ordered via one of the teleprompters, which was easy and quick (but didn't allow me to easily customize things like getting sauce on the side.) The one huge plus about this place compared to my experience at other Shake Shacks -- the service was excellent. I asked the guy at the pick up counter for a side of their buttermilk Mayo and to change my hot honey fries to regular fries before my order came out and he obliged both quickly and with a smile each time. My order came out after a 7-10 min wait, which I thought was pretty fair for how busy the place was, and I took it to go. I immediately reached in to taste one of the fries and it was decidedly mediocre. Don't get me wrong, it was clearly hot, made-to-order, but was kind of soggy in places and missed the distinctive crunchiness I've so enjoyed of Shake Shack fries on other visits. I did the very brief drive home and dug into my portobello mushroom burger and found myself similar disappointed. I'm used to being cautious about the hot, oozy cheese that should leak out from the mushroom burger, but this cheese was a bit lukewarm. The Abita root beer was as delicious as I remembered, but in general, the food felt a bit meh compared to my past experiences at Shake Shack or other amazing burger joints in the area. I will definitely be back to try this place out when it's had more time to set into it's rhythm, and hope it can live up to the Shake Shacks I've known in the past!

Food was average but expensive! Chicken sandwich (not large) and a shake was almost $13. I can think of better food for that kind of cash!

Way too expensive for okay food with no service and dirty tables. The place was empty at 7:30. Plenty of employees working, but not really sure what they were doing. You have to place your own order at the kiosk and eat at dirty tables. Awful experience!

We ordered in the app and went and picked up as we were staying close. Food was COMPLETELY wrong. Tried to call the store but no one answered. The sandwich I got was ok but nothing like I ordered which I paid for. Milkshake was like milk. Nothing to rave about and for over $50.00 for two meals expected more.

The stations where the CUSTOMERS puts their order in is in a very congested area by a door where customers enter and leave. We had approximately 20 people trying to put their orders in to only three terminals. We each (2 of us) ordered a hamburger each, one milk shake, one ice tea, and one milk shake. The price was $39.99. Too expensive for burgers that were cooked to a charbroiled hunk of leather. DON'T WASTE YOUR MONEY OR YOUR TIME. AWFUL at all levels.

This place is so sadly run there's absolutely no sort of service the entire front of the house is nonexistent. Tonight was the perfect example 2 out of the three kiosks were out of order with signs that say that their staff will be happy to take your order yet the line was almost out the door and the staff literally refused people's request to take orders at the register I've never seen such a behavior in my life! The burger is ok, fries are simple and overpriced relative to the quality and portion sizes. Fountain soda is $3.39 and the fill cup with ice and have no refill station, which is common place in this type of establishment...

The regular cheeseburger is pretty good. I enjoyed the smashed burger patty and the "shack sauce" was also good. The crinkle fries are tasty. You can order easily from a kiosk and get your food in a timely fashion. I would recommend coming here

Update: Great change. The questionable news was not on. I have no complaints now and will definitely return

Ehhh food my specialty hot ones burger looked nothing like the picture that enticed me to order it over all very impersonal experience and honestly over priced .Culver's is super close to this location and is better at every aspect of this particular business . I see full automation at shake shack sooner than later at this rate

This restaurant embodies NYC and LosAngeles....... In other words everything we left LA to escape from........ I took my 9 y/o there for a treat after school today (seemed like a cool Friday after school treat)....... she ordered a single CheeseBurger/fries/Shake small- total 15 and change.... The burger was really good, fries were awesome and the shake was pretty good....... So far so good right........ yeah .... If you want a mini burger that was slightly larger than a White Castle....... no service, order at a kiosk, place was empty and completely void of personality- everyone masked up- most of them under their noses and chin....... You know the drill (personally i don't care- but if you are going to the trouble of forcing your employees to do that- what good is it if they are hanging off their face- wouldn't it make more sense to do what other restaurants do and let us see their smiling faces......) but i digress In a place like cool springs there are a 100 places i can take my daughter to get that same meal at 1/2 the price ....... Not to mention 2 blocks from a Chick Filet....... Where they have excellent service, food and atmosphere.... So this is probably something that works in San Fran or NYC....... Where people are used to paying through the nose. In Nashville/Cool Springs- my expectation is excellent burger fries and shake - with service for less than it cost here........ so....... If you wanna see what the hub bub is about- or eating on someone else's dime..... order a double burger (unless you are a 5 year old) and enjoy the high cost of a higher end Micky D's........ but if you have heard this place rocks.......... like an ex-girlfriend you remember dating in High School- hold out for the memory as opposed to coming face to face with the reality

I used to be able to see the yelp translation of what a certain number of stars meant, but I don't see that anymore. So I picked a middle of the road three. Hubby and I visited this location recently, our first time ever to a Shake shack anywhere. It has been in Franklin for several months now, we just hadn't stopped in. We did not enjoy the kiosk ordering. On our visit on a random Wednesday evening, there were two of the three operational. There were lines waiting for both, so it took probably six or seven minutes before we could even approach one. We each ordered, but each had to go back once to make sure there were not customization options we missed. I looked for a children's menu as I wasn't really that hungry, but I didn't find one. Not sure if I just didn't find it or it doesn't exist. Once we finally ordered and paid, we went and found a booth to sit and wait. We could see the kitchen in full view of you and there were four cooks working and one person pulling orders and giving to customers. We noticed another staffer who evidently was doing drinks. The white was, in my opinion, too long. I didn't clock it precisely, but believe it was approximately 10 to 15 minutes, and that's after the wait to order. I could see up under the heat lamp fries awaiting their orders at the ready. Most of the orders pulled prior to ours were put into to go bags and over into the pick up cubicles. While sitting there waiting, I wished we could've at least had our drinks ahead of time, but that's not an option. And then thought about our go-to Burger joint, five guys down the street, and how there you enjoy peanuts while you wait. Not an option here. I even thought to myself wow, those fries if they're getting cold would be better than nothing. When we got our order, I will say the burgers were quite good. We enjoy a smashed burger, and things were prepared correctly. The fries served were not cold, but they weren't hot either. Hubby ordered lemonade because the kiosk said that's what they're known for, and the price indicated such as well, but it tasted to him like it was out of a soft drink dispenser. I ordered a bottled water because I couldn't figure out anyway on the kiosk to simply order a tapwater, don't know if that was an option somewhere that I missed or not. Two burgers, one of them a double, one order of fries, one lemonade and one bottled water. Total for that was around $35, and the kiosk annoyingly so ask you to leave a tip on top of that. Hubby was paying, so he did tip, I'm just annoyed by it. So to sum it up, the burger was good. Nothing else about our experience was. If I were to ever be in a situation to eat one of their burgers again, I will download the app from the car, order there, and wait for my text to then walk in and grab the bag... Which I noticed clearly a lot of people were doing. And insult to injury, the booths are the absolute most uncomfortable booths I've ever encountered. My but still hurts the next day.

$47 for two burgers, chicken bites a grill cheese and 3 fries. Way overpriced for what you get. The burgers were tiny compared to even a fast food restaurant and not as good. The grill cheese was tiny and burnt! Won't be coming back here again.

Yelp usually gets it right but not with Shake Shack. Burgers and fries were perfect. The Bourbon Bacon Cheddar burger is *chef's kiss*. Strawberry shake was top notch and their summer lemonade drinks were a good blend of sweet and tart. We visited on a Saturday, just before noon and ordered and received our food pretty quickly. Everyone was friendly too. 5/5!! We'll be back!

I'm sitting at a solid 4.5 but service got the bump to 5. Wonderful that they had employees coming around asking if you want a refill. Lots of indie and outdoor seating. Burger was fresh and well cooked medium well. Still juicy. Potato rolls are fresh and a nice addition. Fries were good (with cheese were even better) and the grilled cheese is smashed on a potato roll. Good stuff. Wife tried the non-alcoholic watermelon mojito which really have the mojito vibe without the punch. Had the hair and half tea with unsweet tea. Good, but the tea could have been a touch stronger. We'll be heading back here again.

I hope some day to raise the rating, but a few weeks in and this location remains a mess. They are swamped with customers. It's almost is if they weren't prepared for the business they have gotten. Shake Shack is a staple for a NYC visit. I was just in Boston and hit one there, too. The food is consistent and service outstanding at those two locations. I prefer it to 5 Guys. You can check the app, but online ordering wasn't happening at the Franklin location. When the line is out the door (NYC and other places have long lines, too) I expect Shake Shack to power through in SS fashion and move the line. This location? Nope. Online ordering to avoid the line? Nope. They have 3 kiosks. All 3 went down and were unusable let night. Let the long line begin. After ordering, I got a text that the order was placed. 40 minutes later, I got a text that the order was ready. Yes, 40 minutes. I joined a large crowd at the pickup counter. I assumed I was joining people to pick up food. Nope. 75% of them were there to correct the order they got. I though that was odd. Shake Shack employees were asking them what they had actually ordered and then walking away without fixing the issue. It was a mess. I stand and wait for 3 or 4 people to get the right thing. Finally, I get to tell someone behind the counter that my order was ready. No less than 4 people made a small effort to figure out where my order was located. It seems that most would take a few step, forget, and move on to another task...or hear from someone else that their order was wrong. A. Mess. A nice young lady grabbed a pen and asked me what my order was, so I repeated it while she attempted to write it down. The issue - her pen would not write on the back of the burger wrapper she was trying to use. She made a valiant effort, but after several repeats of the order, I was growing frustrated. Finally (we're 7-8 minutes into this, now), a manager asks, "What's your name?" I tell him and he turn to the area where bags are packed and people are standing. He finds my name and hands it to me. Old school. I like it. The you d lady had walked off to be meandering with the rest of the staff. I walk to the table and start dishing out the food only to learn that...wait for it...my order is wrong. I return to the counter to let them know. The same manager works to fix it. As I wait, one guy from my earlier counter trip who also had a wrong order, has now returned. His issue - they have him a mostly raw burgers his time. He explains, again politely, and the person behind the counter can't seem to understand. He points at clearly pink meat and says, "it's mostly raw." It take a few more times, but eventually they figure out out and he eventually (maybe 10-15 minutes since I had joined him at the counter the first time) can go to his table to eat. Eventually, the rush will end. Eventually the crew will mesh or move on. Eventually, I will eat at this SS again and hopefully be able to rave about it without driving to Green Hills, NYC, or Boston. Hopefully.

They need to get it together! Ordered online. Got there early and stood next to the "online pickup" area. Employee told me I needed to go to the regular pickup counter. Went over to the regular pickup counter and waited for awhile...nothing. Went back to the online order counter and my food was there. I ordered a grilled cheese and a 6 count chicken bites. I received a (tiny, COLD, flattened) grilled cheese and an order of fries instead of nuggets. They couldn't even get a small order correct? Also, the food was WAAAAAYYYY overpriced for what I received.

Now this place is a victory royale Let Me tell you. All of their employees are so beautiful and amazingly nurtured. You can tell none of them had any malnutrition as children. What a beautiful staff. Will 100% come back in this life, or the next. Long live Quanda.

Writing this on behalf of my dad, who I had to intervene to make sure he was treated right. We were staying next door to Shake Shack for a wedding and on night one my dad got chicken nuggets, and upon taking them back to the hotel found a hair embedded in the breading, and the hair was cooked right into the nugget. Gross. I asked the manager to take care of my dad when he went back for a chicken sandwich.... And once dad brought his order back to the hotel he found they had given him a burger instead. Had to go back once again and talk to the manager to get a refund and the correct order. I've been to Shake Shack in NYC and Atlanta (both when they had just opened) and enjoyed the experience. I would not go back to this location in Franklin as it seems the team is not operating on their A Game. Also, I feel like I should mention I saw (right after closing) Shake Shack team members whipping through the parking lot of our hotel literally hanging off the back of a pick up truck back fender, and a team member nearly fell off and nearly break his back... until someone pulled him into the bed of the truck.

Employees are simply rude. The woman who took my order seemed to have better things to do and certainly acted like it. I waited over 45 minutes for my food, while workers were chatting and laughing behind the counter in the kitchen. It seems to be ran by teenagers and some serious management Is needed! The only thing I would recommend is the food , it was good ,but CERTAINLY not worth the wait.