Shake Shack West End Portland

I went in because I was excited at the idea of having a Korean style chicken sandwich. Yes, this review is purely targeting the food. The wait was actually not that bad The service was actually quite good Everyone was polite The place was as welcoming in its atmosphere as a surgical room There was very little wait for the $15.50 I spent. Back to the food. Let me say for the record. I was not expecting to be blown away or amazed by a fast food burger joint. I gave this place overall two stars because the food was not so bad that it was offensive. It just sucked. If I had wanted to get a honey barbecue chicken sandwich with coleslaw and onions/scallions on top. I would’ve just ordered the Korean style chicken sandwich. What a massive disappointment. It was like whoever decided that the Korean style chicken sandwich should go public was afraid of flavor altogether and watched YouTube videos from Korean food influencers that also don’t know how to cook Korean food and decided to make a sauce and call it Korean Again, let me say I was not expecting to be blown away or amazed. what I was expecting was something with some type of substance any type of substance at all. The chicken itself was cooked perfectly and I would’ve given us a one star if they screwed up the fries as well thank God I didn’t order the Korean style fries because I have a feeling it would’ve just been mostly slap your mama seasoning and nothing remotely Korean inspired Maybe I’ll just get a milkshake if I ever go back in the tiramisu milkshake did look tantalizing but wow, what a disappointment Thats like ordering mexican food and them giving you a pizza. Do better shake shack.

I have not been back since Kasey the manager threw a fit and used profanity because I said gray patty is not well done. Be careful with this guy. 3/16/25 I have reached out to corporate after the manager Kasey began yelling at me. He was heard by staff and customers using profanity. Way to go! Don’t expect anything from corporate beyond an automated message. I did not even get an apology. They did fine in January 2025 See image of what the Black Truffle burger actually looks like. Gray patty. Compare the pictures of what they promise and the picture of you get. Now consider the price. Is that a $12 dollar burger? Some great things are small. I wish I could have said that about this. This place was great earlier this year. I was happy with the price and size because there was FLAVOR and the fries were hot. Lately everyone is just standing around. Burger patties were gray. Wish they got some employees from their better locations to come in and train. I’m guessing it is staffing issues. Sort it out guys. I want the good Shake Shack back.

Best bruger i had in Portland. I was recommend this place by locals for burgers. The burger was so great and fresh and I could costemize it to my liking, I find that amazing as I prefer with out cheese and pickles.

Really solid. And omg the shakes were sooooo good. I don’t love the fries and it’s a smidge overpriced but still a good feed when you don’t know where else to go

I give it an extra star for the property. Upscale and interesting building and outdoor space. The wait was average for fast food. The burgers were small and a "mess"! They were nothing like the menu pictures. They would suggest that the owners of the joint don't visit it much or really don't care about their people serving a quality product. I was also surprised that there was not much BBQ flavor since that was supposed to be their specialty. The only food positive was that the bacon was real.

Our first time trying Shake Shake - hunger and opportunity never crossed paths at the same time - we did a little staycation downtown. Ordered for pickup - I'm honestly not a huge crinkled fries (or steak fries) fan but these were perfect - crispy and not meally with perfect amount of salt. Even oreder the side of Garlic aioli sauce - wasn't sure about the Parmesan fries but the they come with garlic aioli sauce and it sounded great - it was even added alittle to my burger (also added crsipy onions) excellent.

The burgers were delicious and the staff were incredibly friendly. My only minor quibble was the password-locked restroom, which required asking a staff member for the code. However, considering the neighborhood, I understand this might be necessary to maintain a good experience. My main drawback is that the prices were genuinely too high.

This is my first time going to a Shake shack, the burger is way undercooked and the fries are lukewarm and greasy. I don’t think I’ll bother returning. I couldn’t even finish any of it. Halfway through I’m already feeling sick 🤢🤮

I came in here yesterday with my husband for a late lunch/early dinner. I love that it is right across the street from Powell's, because book shopping always makes me hungry. The restaurant is clean and spacious, and I watched employees clean multiple times during our visit, which was awesome. They have TVs, so you can watch sports or whatever is on. We were immediately greeted by the cashier that took our order, and he was very helpful. I ordered whatever their basic burger is called and added pickles to it. My husband had the black truffle burger, and we had fries, a berry pomegranate lemonade, and Thai iced tea shake. Burgers were thin, like a smash burger type thing, fries were crinkle cut. Burgers were good, actually really good. For being a smash burger, they were still juicy and not over cooked. Which says something to me. Mine came with pickles, exactly as I had ordered it. Fries being crinkle cut says frozen pre-made, but it's whatever. Shake and lemonade were both good. Employees were very kind and helpful. They keep everything behind the counter, so you have to go ask for refills on drinks, but when they're cleaning, they'll stop and ask if you're ready for a refill too. They were surprisingly attentive, and I both respect and appreciate that. Would I return? Yes, I had no real complaints here. I would definitely get a double burger next time, as I didn't feel totally full, but that's okay. We'll call that a learning experience. But it was good food, served by people who clearly enjoyed their job, and in a clean atmosphere. Which given the location, the clean atmosphere was a big surprise, but very appreciated. I will definitely return the next time I'm in Portland. Review 11 of 2025

I don't know why this location has such bad reviews. Maybe it's the location? It was pretty empty when I went on a weekday evening for dinner. Service was good enough and the food was as expected. I did notice there were some protests going on one block over, and as a non-local who isn't as familiar with the area, it seemed like a regular thing. I did get to try the truffle aioli they had for a limited time while I was there. It wasn't my favorite-- definitely heavy on the truffle oil-- but what can you expect from a fast food chain? My shack stack was tasty and cooked well. The fries were as good as crinkle cut fries can get. Overall, it was a good experience, which is why, again, the low stars surprised me.

Shake Shack did a great job for us! We were shopping in the neighborhood and decided to grab a quick burger. We used the self-order kiosks (I'm not a fan, but they do assure accuracy). We grabbed a table, inside was nice and clean. The food was ready fast and it was really good! I had a truffle burger. The beef was cooked well, and the mushroom flavor was perfectly balanced. The bun was fresh and soft. The fries were an ideal golden brown and were nice and crunchy. Great food!

Got there plenty in time to get food and relax before our movie started next door. We sat at the front booth next to the front counter. 30 minutes later, no food. Asked about it and they apparently lost the ticket order. Resubmitted the order. 10 minutes later asked about our order and they somehow lost the order once more. (How is this possible?) Needed to get over to our movie so no lunch for us! Won't be back, thank you very much!

I don't know what it is about this place but I am a frequent customer when pinched for time or craving a good burger. My go to order is a double avocado bacon burger and when I'm feeling like I should treat myself I add a shake. The wait can vary based on the day but I consider it worthwhile.

I am a long time fan of NYC area Shake Shack. This was my first time trying one of the two in PDX metro. It took me this long since this location opened to try because of my perception of location being sketchy and this visit proved me correct as SS having no security a foul smelling person came in wo purchasing and plopped down at the table next to us ignoring with no response the request of staff to leave. That aside, I found my Shack Burger and fries very sub par to what I get in NYC.

This Shake Shack is a huge location compared to many others that I've come across. It essentially takes up a block on its own and has a fair amount of indoor and outdoor seating. I opted to eat in and the inside appeared to be pretty clean since they had just opened. Food was a little slow coming out but that seems to be par for the course with Shake Shack in general. The employee bringing out the food was calling out names as he wanderwd around with people's orders rather than use the table numbers added ar the kiosk. Pro tip: Free water dispenser and cups at the condiment station with triple filtered water in case you don't want to pay $3 a bottle.

This is one of the VERY few fast food joints that I will go to. I've been to this location in downtown multiple times, and the service is always quick and consistent. The space itself is very bright and clean. While there's a lot of seating, it can fill up pretty busy on a nice day. I've tried so many of their burgers and the quality is always great. My favorite is the shackstack, which is a shroom burger with a meat patty. So good! The veggies are always super fresh, and the portion size is perfect for quite bite. I honestly really love this spot, and love stopping by when I'm hungry and in the area.

This is a large sized Shake Shack. Lots of tables indoors and outdoors. You walk in and place your order on a tablet. Then you pick a table and a server will bring your meal to you. There are televisions to watch sports while you eat. The burgers are tasty but a bit on the greasy side for me. The strawberry shake tasted like real strawberries. Very thick. The fries were crinkle type and perfect in crisp. There is a self serve area for napkins and ketchup and more.

Needed a break and this large location was the perfect to grab a snack, drink and rest. Always a fan of their cheese fries and plenty of employees serving and picking up trays.

Landing late in town meant many restaurants were already closed, but then Shake Shack appeared to rescue my noms. Placed a pickup order which was ready within minutes. Ordered the Shackburger, hot dog with crispy onions added, fries, and their Shack20 water. The Shackburger can always be a hit or miss depending on the location, with how greasy it is but this location made it perfectly. The tomato and lettuce were also fresh, and the burger was cooked through. The hot dog was swimming in the crispy onions, but it was easy enough to combine the extra with the Shackburger. Quick, tasty, and open a bit past 11pm.

When someone screws up a hamburger you can only sympathize with them instead of getting upset. I mean what a shame and embarrassment Anyhooo let me get back to the review. Cleanliness I give them 3/5 it was nice and clean but the tables were dirty Service 4/5. No major complains but they insisted we use the kiosk to order and we refused for a reason and they understood Ambiance was nice 4/5 Now the Food : I am giving them 1/5 My wife's burger was all red meat almost raw and they agreed and made her a new one And mine is in the picture it was falling off into pieces and was - bland and tasteless - lower bun was transformed back into dough almost ( that's how wet n moist it was ) and my first bite and it fell into pieces So bottom line Will we go back ? Not for 12 months atleast!! Will we recommend? Never How average was it? Below average and waste of money Alternatives if any ? Get a whopper and you'll love it and if you have in and out go there or even the habit burger all of them are good choices but don't go wasting money at shake shak. It's not worth your hard earned $$. Instead help a homeless it will buy them a good meal We wasted 21 $$ on two burgers and a frys order. God have mercy on us.

It's just ok but boy is it expensive! Don't get the grilled cheese, it's gross and the cheese isn't even melted. It was a rip off. Also, they have large blocks of wood for kids to slam against the tile floor and for someone with noise sensitivity and PTSD it's was difficult to enjoy eating inside. Ordered from a kiosk and then picked it up so can't really comment on service since there wasn't any.

This place is garbage. I don't know why or how they continue to survive. Worst $20 I've ever wasted. Got a bacon cheese burger, fries, and a hot dog with cheese sauce. The fries were cold by the time I got home (I live down the street) indicating that they weren't hot when they put them in the bag. The fries were really the only edible item. I'm sure they're delicious hot. The burger was small and salty. The hot dog was even worse. I took one bite and was done with the whole meal. WHY?!?! Just why? I will NEVER return.

Couldn't find a seat around 1pm on a Saturday. I wish the Shackburger was well constructed but half of it is sliding off the bun in the wrapper. Fries are meh, little character even though doused in cheese and spices. Custard lacks yolks, boldness. Why is this place replicating across America? Why?! Portland doesn't need this. You can find a better burger at a food cart.

We were able to order the food from the menu on our own and they were calling the name when the food was ready. We just need to find our own place to seating and grab tissue or a cup of water from the station. The surrounding areas are very busy and it requires a code to use the restroom.

The first time I ordered there was a mix up (I'm a vegetarian) and they didn't label the burger (they use to put a sticker on it) and it seemed like meat and the fries were dry. Today I came in and ordered my veggie burger without cheese and added all the toppings they had, small fries and a sprite. When I opened the burger it looked so sad and pathetic. The bun literally was flattened and like goo, the burger was fried to a crisp. The fries was bland, and frozen fries taste better. Not going back. Huge rip off! So pricey!

They've only been a couple of weeks since they opened, so I'm sure they're still working out the kinks. This location doesn't have on-site parking, but there are a few parking garages within walking distance. They were pretty busy when we got there, but the food came out really quick. We ordered 2 of the smoke shack burgers and an order of bacon cheddar fries. The burgers had way too many peppers on them. It was so overpowering. After scraping most of them off, the burger was left with little flavor. The cheddar bacon fries also left a lot to be desired. The staff was very nice and seemed to know what was going on. The only thing that really bothered me was that while I had my head down eating, one of the employees put a sign on my table without asking or giving a heads up. I thought that was pretty rude. The interior is really cute and offers a lot of seating. There's also a ton of outdoor seating.

My son and daughter spent $40+ at this shop last night, and included a big tip. They specified "dine in" on the order screen. In return, their food was left on a counter to get cold, and they were ignored while other customers got served ahead of them. Boo Shake Shack! Won't go there again!

Okay, I'm a big Shake Shack fan, I always have been since visiting their storefronts in NYC frequently when I travel there. Yes I'm from California, where controversially, you'll be told that In-N-Out burger is supreme but I beg to differ. Personal opinions and all. This location is great and the service was quick during our visit. My family and I ate outside in their little enclosed patio. Which I really loved because it allowed our little neurodivergent daughter who can't sit still to be able to walk around and eat to her hearts content! The crinkle fries are my favorite here!

Food is bleh. The managers' office never answers the phone. Customer service was weird; someone at the counter laughed when I told them my name.

This was my first time ordering from Shake Shack. We ordered the mushroom burger, the chicken sandwich, and fries. The door dasher was prompt and the food still warm. I loved the mushroom burger, different textures and flavors. The chicken sandwich was a juicy crispy breast with an herby flavor. Crinkle fries were large and good. My only complaint would be the prices. 4.59 for a diet Coke? Huge mark up. Not sure what all the negative reviews are about,zI will definitely re-order!

Tipped $4 to order my own food on a tablet and got ice cold fries that had clearly been sitting out for an hour

Last Thursday, my daughter and granddaughter visited a "Shake-Shack" in Portland. My son-in-law is Israeli, naturalized US citizen, and my daughter is US born with our Dutch heritage. My granddaughter had just attended a Jewish summer camp and was wearing a T-shirt from that event. When asked about the T-shirt by the server at a Shake Shack, she proudly exclaimed that she was Jewish and Dutch and had just attended a Jewish summer camp. That set off the server, who proceeded to berate her viciously on her ethnicity. Idiots are among us, unfortunately and the clueless are the noisiest. What is most upsetting is that the entire shop was listening in on the exchange, but nobody, absolutely nobody, including the manager, who avoided eye-contact at all costs, came to the aid of this dear innocent eight year old child and her mother. Cowards all! As they left the establishment, this human excrement proceeded to screech "Free Palestine". Virtue signaling at it's best! Needless to say that my granddaughter was very upset. My son in law's mother's parents were the sole survivors of large families who were ALL exterminated in the Holocaust. My granddaughter is blissfully unaware of this and her parents struggle with how and when to present this gruesome fact. Yes, how do you present such horror; how do you present it, that it makes any sense? Antisemitism is often thought of as a uniquely German phenomena; something that can never happen in our fair country. Well, it's here in a "Shake Shack!" Disgusting.

I really enjoy Shake Shack and I am glad this location finally opened! You can order up at the counter or use a kiosk if paying by card. It was not busy, so our food came quick and tasted so good. I went with my classic Shack Burger, plus a Black & White milkshake. I like their burgers because they aren't too bug or greasy, plus I love how the cheese is melted. Also, the cheese fries are a must! I like how roomy this one is; there are plenty of seats, indoor and outdoor. The employees were friendly and helpful. It is in a nice spot too, right across from Powell's Books. I'm looking forward to coming here again!

I like the shake shack in Beaverton. First and only visit to the Portland store. Fries weee cold and burger not freshly grilled. McDonald's does a better job with food freshness. I understand why the large restaurant was not crowded before a Thorns game. Will not be surprised to see this restaurant close doe to lacking capability of management to deliver its customers hot food.

I'm glad that they finally opened up in Portland. This location is across from Powell's Bookstore. They have plenty of seating both inside and outside. They also have a ping pong table in the front. The atmosphere is pretty inviting. We ordered a few items, and everything came out pretty quick (we came at an off time). I enjoyed my Smoke Shack and Shack Stack. The strawberry lemonade was great to quench my thirst.

This was a nice place to go after spending hours at the bookstore. I ordered on the kiask and the service was extremely fast, the staff seemed very friendly, and I had no issues with the food. I also love that there's gluten free here Everything was relatively clean and I love how open the restaurant feels. This will be a place on my list when I come back to Portland :)

Order at the kiosk if you are paying with card. We dined in and the server was very sweet. Burger was on the smaller side, but very tasty and not too greasy.

Service is terrible, waited over 30 minutes for a single burger and nothing else and they couldn't help me after waiting and waiting and waiting. So I had to get a $6.99 refund because it was clear that their system was not working properly, but they didn't know what they were doing. There were dozens and dozens of burgers on the shelf, but they could not help me. Some of the worst worst service in town. The manager there was quite rude too 6/27/24

So glad to see this spot occupied in Portland. They did a great job with making this location look beautiful and its shockingly huge. We went in on a busy Friday afternoon but received our food fast and hot. Everything was good, but neither my wife or I liked the bacon on our burgers, it tasted like that pre-cooked, thin bacon that you get at bad hotel buffets. So happy to see how this new location transforms that area of Portland. The energy seems great!

We had 3 shakes and waited 36 minutes. They gave us 3 of the 4 we asked for. I went back and asked for my other one, (none of which were brought out to our table even though they told us to go sit and they would bring them). When they gave it to me they didn't give me a straw. I asked someone for a straw and they threw it at me. We have been outside for 36 minutes. Went in once to nicely ask for our shakes. I get being overwhelmed but that doesn't entitle you to be an ass. If your company wants to know who did what they did, feel free to reach out. It's shakes people.... And you're the shake shack. If you can't do it right with respect, don't do it.

Jackson the manager on duty tonight along with his team up to and including the security officer well trudging along in the trenches that is the casual food industry...delivered quite frankly the best dining experience I have had to date.. they are all absolutely amazing like beyond recognition amazing I lost an item in the store I had just bought and irresponsibly misplaced for $360 one that so easily could have been thrown out or stolen it's not even funny. He quickly and diligently upon my outreach dug deep and immediately prioritized the situation all well less than an hour to close in an attempt to complete what at this point presented as a Sisyphean request. Within minutes of calling he had reviewed the cameras conducted & collaborated with everyone on his team, and managed to reach back out to let me know he had located the item this all after. World class service thank you for truly caring about your customers and going the extra mile!

This is the second time ate in Shake Shack, and first time ate in Portland. The automatic order system is easy to use and has many kinds of food and beverages to choose. The food is fresh and delicious. The staffs is very kindness. Thank you for your service.

Don't do it. Gross food. Tastes like the fry oil hasn't been changed in a year. Fries were rancid tasting. Ordered pick up online and was told it was ready. Had to wait another ten minutes or more for the meal of single burger and fries despite ordering 30 minutes prior. Although I was right there to pick up my food, the burger and fries were both cold when handed to me. Burger patty had a grainy texture like maybe it has a filler added to extend the beef. The house sauce is a congealed salty goop. Burger was not quite made to order -but I'm one of those oddballs who thinks ketchup on a burger is a reasonable and expected request. Predominate flavors of entire meal was rancid oil and salt. Do not go there.

For the burger with the portobello added. Killer! My new favorite burger.location was clean and service was excellent. Close to our hotel (The Mark Spencer) and Powell books.

Very disappointed in the burger itself. With all the hype around this company, the burger was a child's portion and was literally slapped together & bun was smashed. They had about 10+ people in the kitchen so more than enough staff. Had better burgers at Wendy's & or Carls Juniors. The fries were fine & the draft Rootbeer was great. Just will not go back or suggest to anyone.

Good burgers, tasty and came out hot. Fries were ok, not many for the price as they barely reached the top of the container. Since one must use kiosk, I ordered a beer, but no one was around to help and the process sucked. Since I couldn't order a beer & no one was around to help, I didn't tip. I think this led to my fries being so small. But this is only my opinion. Over all, not too bad but service lacked much

Trash management trying to steal from doordashers and discrimination. Wouldn't give food before I pressed picked up. And since I didn't pick it up why would I click picked up.

If I could put 0 stars I would. Reasons not to come -highway robbery. I payed 10 dollars for fries and a drink what is this garbage - small portion of fries and small drink -milkshake not filled all the way - no parking have to find street portland parking - friend got drink and it was full of ice -takes too long to come - chicken burger way worse than Dave's and portion too small -lemonade tastes diet -ALL floor's all slippery EVERYWHERE (osha violation) Not good never recommend.

hours say they close @ 11:30. showed up @ 11:10 and they won't let me in because they decided to "close early" and are only accepting online orders which stopped working and that's why i walked there in the first place. Trash. Don't bother.

Great location especially w/ PBOT's updates to the area (slip lane turned onto pedestrian area) BUT hopefully they go out of business soon so a decent spot can take its place. Everything is chaos. Food is mediocre. My kids hamburger bun had mold growing on it (so we threw out the whole thing). The atmosphere is the worst I've encountered in the city. There was a crazy, deranged security guard working there. I heard him call the police and lie about what happened though I witness the whole thing. First he angrily chased off someone who asked a couple of folks (including myself) politely if they would buy him something at shake shack. I asked him what the man had done and he lied and said the man was harassing people. I said that wasn't true and I'd seen him walk in and talk to a few folks politely. But the security guard went on a power trip and bullied the man out of the area. Since he was so focused on this, he didn't notice a woman running across the street toward shake shack. She ran into shake shack and stole a milk shake. It was quite comical and no big deal but he escalated it like crazy using swear words my kids have never heard before (you m* f* p* of sh* transient). He started running after her screaming. She doubled back claiming she had dropped something and also that she had paid for the milkshake and hamburger which she had not received. Instead of any adult conversation occurring he ran around scream get the f* out of here. She was crying. She kept claiming she'd dropped her medication and he assembled other staff to block her from collecting it effectively robbing her of something much more valuable (if her claim was true). It did appear she'd dropped something. Multiple customers tried to intervene and de-escalate (including offering to pay for the food and drink) but he would just keep yelling and cursing. When she stopped running, pleading and crying he got really close to her and appeared physically violent (at least threatening with his presence.) It looked like he might hit her and she ran again. At one point while she ran away he slipped and fell down on his ass which was hilarious and karma finally happening. He then called the police and lied and said she had assaulted him and that that was why he fell. He also called an ambulance to whom he lied again and said someone else had called them when they arrived. He should be fired and fined by the city: misuse of city resources, calling in a false report, robbing a houseless person, endangering guests, etc. The whole incident occurred because he was harassing the first individual and didn't notice the woman who ran in from across the street (10th) and because he needs therapy to deal with his anger issues. It's a drink. It's not a big deal, but his escalation endangered customers. He was a big dude (300 pound maybe?) running around where children were present both eating or playing table tennis. Every child heard a slew of foul language from the security guard (not from either houseless person). Of course my kids didn't feel comfortable eating there after that and we didn't finish our meal, a waste of $50+ A horrible experience. I can't believe the type of staff shake shack employs.

This was very disappointing. They must have made all the food except the burger and let it sit. My diet coke was completely watered down. The ice melted before it got to us. The chicken bites and fries were cold. The chicken bites are tiny. The burger was just okay. $23 for food that Mc Donalds could beat for 1/2 the price. Also they have tons of staff and weren't busy but they were soooo slow. What were they doing. The manager needs to do some quality control. Hard Pass!

My family tried shake shack for the 1st time a few months ago, after relocating to the Beaverton area. I'm not sure if we were all tired from moving or got lucky, but we all enjoyed our food are 1st visit. So we immediately added them to our "take-out" options, a decision we would quickly regret. Since are second trip to shake shack, the bacon(on the burger) would always be undercooked! Ultimately changing our orders to"no bacon", while also not staving us any money for removing it. So after are 5th or 6th visit to the Cedar hills location we decided to NOT ever go back. Today while downtown Portland I decided to give that location a shot, which was the worse dinner choice I could make. All four of our burgers-patties were undercooked and also the bacon. So I'm now stuck with finding another dinner substitute and out of about 75$ dollars. They use automated machines for they're phone service so I hope a manager makes time to return my call ASAP . . and that it doesn't take weeks like it did when we reached out to they're other location in the past.

Went in before a movie. Very disappointed. Cold burgers, cold soggy bun. Cheeseburger, veggie burger fries and one milkshake all for $25.00. Terrible. Never going there again. Jim

We were excited there's a shake shack in Portland. Much closer than Beaverton. Beaverton is still my all time favorite shake shack location for overall experience and ambiance. This new location is directly across from the famous Powell's book. Expect to pay for parking. The outdoor dining area helped clean up the corner and there was security on site. Staff was very friendly, helpful and efficient. Food was standard shake shack and up to quality standards. First shake we really didn't like here but that's the national chain and not specific to this location. It was a cookie churro shake and it had a very off putting texture.

Meow Very good food I like to order the cheeseburger and cheese fries meow so yummy meow lovely peaches is the founder

Eew. I came in here for a milkshake on a warm day. While waiting a long time, I had the opportunity to watch the kitchen, and...yeah. So someone slid a tray of plain burgers up onto a shelf, and as I waited the 15 minutes for my milkshake, I watched as other people's burger orders were prepared by grabbing a plain burger off the tray and dressing it up. In the time I was there they only went through about half of the heap on the tray, which means some people ordering a burger after I left would get one that had been sitting in a heap like that for 20 minutes or more. Giving them the benefit of the doubt - that it was a hot plate and it was maintaining the burgers at food-safe temperatures, who wants a burger that was cooked up to 30 minutes before and left on a tray? The meat and the bun must both be in bad shape. ...and the shake was pretty mediocre too.

This was my first visit ever to this chain. I ordered the cheeseburger with no tomato, add onions and pickles (already was supposed to come with lettuce); paying cash, I ordered at a cashier who confirmed my order, including adding extra sauce. It is my fault for not checking before leaving, but my burger came with no sauce or lettuce, and onions and pickles. Beyond the mistakes, we spent $7 on spicy cheese fries and they were undercooked, along with an incredibly insignificant amount of fries and cheese for the price. And, the hot burger meister or whatever is not as pretty as the picture. Staff was friendly and space was clean; nothing tastes bad, but for $30+ and tip, I would not revisit. To add, yes it was a Friday night. However, they were not busy by any means.