Shake Shack Salt River

Decided to visit SS after seeing their BOGO offer. I got a text that my order was ready and arrived at the restaurant shortly after. When I gave the name of the order, the employee looked like a deer in headlights. He started talking to someone else who then also asked me what I needed (which was frustrating). After a few minutes of confusion one of them seemed to realize the printer paper was out. I was then told someone must have “stolen your order” and they’d remake it. 🤦🏻‍♀️ Keep in mind the restaurant was almost completely empty and there were many employees. I believe the definitely would have noticed if someone came in and grabbed a bigger bag of food… I say all of this because I didn’t appreciate being lied to but didn’t have the energy to confront them about it. I picked up the food a few minutes later only to bring it home and realize the cheese fries were ice cold and almost no cheese even existed… the burgers were made well fortunately but this whole experience was disappointing after finding the gross fries and having no one offer anything but a hollow “sorry” for the inconvenience this caused.

We went today for the first time and we’ll definitely return. I had an issue with the app and a staff member was so friendly and helpful. We had another employee help us with our order, again very friendly. It was nice and refreshing to have such good customer service, it is a rarity today. Oh, and the burgers were delicious.

Missed both add ons to our burgers (missing onion on both burgers). Food and shakes are good. Service attempted to serve us three incorrect orders before getting to ours.

I stopped at this location on a Tuesday night at 6:30. I opted for the drive thru. I was only the 4th car in line after I ordered yet we did not move an inch in almost 20 minutes. When I got up to the window, the employee was mostly absent from my view. They were not that busy as the dining room was mostly empty. I’m not sure if it was a staffing issue or the employees just didn’t care. No apology was given for the extensive wait once I did get my food. As I drove off I reached in the bag and noticed that my burger was ice cold. The fries were not much better. I’ve eaten at this location twice before and never had a problem but this time the food was almost inedible. The patties were extremely over cooked, almost burnt. The tomatoes were smashed and an insulting speck of lettuce. See the photos I included. I called the restaurant and left a message for a manager to call me back within 24 hours but I never received a call. This location clearly doesn’t take service or their customers seriously. I won’t be going back.

The fact that they have gluten free and vegetarian burgers is AMAZING! Their regular burgers are also mouth watering just thinking about them. Their fries are also some of my favorite. They are ridiculously delicious to say the least haha! I’ve been going to numerous Shake Shack locations around Scottsdale; they are all professional and delicious! Again the fact that they look out for people’s dietary restrictions and preferences is highly respected since that’s hard to find for burgers and fries!

We stopped in here with our kids on their birthday last week and had a good time. The burgers were great, lots of variety for everyone. They all got desserts or shakes which they enjoyed. My only critique is that the wait for our food was a bit long - we waited at least 10-15 minutes before getting a text message that our order was ready and would be brought out shortly, then another 10 minutes for it to actually be brought out. That was the part that got me, shortly is obviously subjective but if you're going to send a text that our order will be brought shortly in my mind I'm expecting within the next couple of minutes. Admittedly there were five of us but otherwise they weren't exactly slammed, there were I think two other tables occupied. Overall not bad, just could stand to pick up the pace a bit, or time the text message better. This was our first time coming here and we'd certainly return.

Kiosk works so well. Many people using it but service is quick and efficient. Behind the counter staff helpful and very friendly. Fries were hot and tasty. Crisp on the outside tender and delicious on the inside. Burger was excellent. We had one burger and shared. Special shake shack sauce on the side for dipping.

I love shake shack especially this location. BUT I ordered this today a lettuce wrapped burger and the lettuce had a dead spider. 😭😭 if I didn’t check my lettuce I would’ve eaten it. Please see food attached. Now I’m sad, I love this protein meal.

First time at a Shake Shack. Wish I could tell you about the food but . . . I NEVER got my order! Waited 25 minutes in the drive thru after placing my order ( couldn't leave - I was blocked in the line). When I finally pulled up to the window. . .they'd lost my order. "Your food is ready but we don't know what you ordered". Whaattt?? "Hand me my burger and shake if it's ready - we can't do that because we don't know what you ordered" I just drove off. 30 minutes and nothing Won't ever go back.

The customer service was on point! The server was so nice and helpful and made sure we had everything we needed and wanted. For a fast food place, you woulda thought we were at a restaurant, like you know, state 48 or something. Really, the service was great. The food was good. "The food here is smack" as my sons would say. We stopped by on Monday around 5ish after doing some go cart racing as we were still celebrating Father's Day! The food was delicious. Made well and burgers looked great. I had the chicken nuggets w/fries and a lemonade. It was good. The breading kinda kept coming off but overall, it was good. My sons and hubby had burgers with avocado and some type of pickled peppers and nuggets. They have huge appetites. That was super tasty (the pickled peppers). It was pretty busy inside. It was clean and the self help area was kept well stocked with all your choices of sauces and ketchup. They had two TV's so you can check out the games if you like. We need this place in Surprise!

It's here! My favorite burger joint is finally open. What is great about this location is the availability of a drive thru. The burger is freshly ground beef and served on a non-GMO potato bun. 100% all-natural cage-free chicken. No hormones and no antibiotics ever. More healthy choices? Sad to say alcohol is not yet available at this location and neither is the plant based milk shake. The staff here is super friendly and helpful. You can order thru the counter but there are self order stations available which makes it quicker to get your food! It's busy here but the decor is nice and modern and there is patio seating. Driving out of the shopping center is a challenge if you're making a left turn so please don't! 90th Street is very busy with cars coming all the time from both directions. Hope a traffic light will be installed soon...

First time visit and it was pretty good as far as burger places go. You place your own order on one of the many kiosks, take a number for your table and find a spot. They bring your food to you and come around to see if you'd like more tea which was a nice touch. Burgers are thin and delicious. Fries were just okay. Grandkids loved their shakes!

Absolutely unbelievable with my first experience won't be returning any time soon. Especially with the long wait of 20 plus minutes just to receive the wrong order. Food undercooked and tried calling very disappointed my son took a bite out of this burger as well thanks for messing up our first experience at this establishment. Also waiting in the drive thru and they gave me the wrong order at first and only to have our food come out so late and not done.

Shake shack one of my Favs for Grub but working in Healthcare TIME is everything and that includes lunch hour. The Mass confusion with self checkouts with patrons in front of Us and Us as well with Table numbers and NO- Swipe Debit card readers isn't going to work. We all got orders at different times and i got stuck eating solo cuz my order was lost apparently. Not going back for this is second time it became a disaster when our order at drive thru was wrong week ago. Again we are limited with our Healthcare careers and last thing Patients need is HANGRY Nurses and MA's . Get it together especially now asking for TIPS aint gonna cut it.