Shake Shack App Reviews

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Regardless of update “RUH OH SOMETHING WENT WRONG”. I’ve had this app for a year, however I do not eat shake shack often due to this app continuously giving me that error message every time I tried submitting my order, THIS HAS BEEN GOING ON FOR MONTHS!!! And a very funny thing happened today, I tried ordering & when it came down to submitting the order guess what? “Ruh oh something went wrong” something along those lines but surprise surprise right? So I try from my friends phone after she successfully placed her order & mine still didn’t go through. When we get to the designated shack, we were waiting 30 mins for her order & apparently even after she submitted her order successfully, my name was placed on her order. Over all, get it together shake shack like I love your food but I shouldn’t be struggling this hard for an overpriced actually seasoned burger.

Horrible app/slowwww delivery. How in the world does this app have 5 stars. I typed in my address and selected one of the options that populated. After order was submitted, I noticed the delivery address was completely missing a building number. They just dropped it. How could an order even go through with an incomplete address. Immediately called support (which is apparently Uber eats) and they said they can’t do anything until a driver is assigned. Okay…. Call back when driver is assigned and they try to call him for 5 min. Supposedly no answer. Tell me I just have to wait for him to contact me once he realizes the address isn’t complete. By the way, app tells me he’s making one stop before me. I got my food over half hour after it was picked up. Cold burgers, yum. Driver said no one ever even tried to call him. Deleting this app and sticking to doordash.

Meh app, terrible support. For days, the app made it impossible to order a meal — no “add to bag” button ever showed up even after quitting the app. Today I was really craving shake shack so I fixed it by uninstalling the app and reinstalling. I was reminded of the terrible step 1: the app never remembers your address and makes you enter it fresh each time. How hard is it to remember my address? I put in an order; I got 5 texts that it was being prepared about to be picked up until I finally received it. The order was wrong and I was shortchanged; I ordered 3 double cheeseburgers with heavy modifications. I received 3 single cheeseburgers with no modifications whatsoever - bread, cheese, meat and that’s it. Not even any ketchup. What a waste of money. Customer support is horrific - good luck getting in app support or getting a number to call. Instead, they make you fill out a form and wait 1-2 days. The form forces you to enter information like which shake shack you visited and at what time, even if you specify you ordered in the app. Surprise, the order history doesn’t even show which location it was delivered from. It doesn’t remember your order number (which you can’t even copy+paste). All in all, horrible experience.

Worst app ever. The is just about the worst app I have ever used. I NEVER write complaining reviews on apps but after yet another frustrating experience where no one in my family could add anything to the cart (!) I had to write in. In addition, I just learned when my sister in law was trying to place a family order over the Thanksgiving holiday weekend that you can’t order more than 5 items in any category! And then I tried to hop on my phone to place a second order and nothing could be added to the cart! These kinds of shenanigans have happened multiple times. I’m grateful for Shake Shack and the delicious burgers but not grateful for this terrible app that prevents me from getting it. Sorry to vent but I hate to see a sophisticated company have such a bad app experience.

Some suggestions for improvement. It would be great if there was an option to save your address(s) so you didn’t have to type it in each time. I would also love to have the capability of saving instructions for delivery drivers. There is a Shake Shack 15 minutes from me, yet sometimes when I order for delivery, my order will be sent to the Shake Shack across town resulting once in an almost two hour wait and cold food. Some clarification as to why (for example, shorter wait time or inventory of supplies) would be appreciated. You have the option to reorder from a previous order, but when you go to check out the items disappear from your cart, so in effect you don’t actually have the option of reordering. I love the ability to track your order and I wish you could rate drivers from the app because some of them have been great and deserve to be recognized. Otherwise, it’s a handy little app and I love the built-in option for pickup or delivery.

It’s missing Apple Pay. Apple Pay makes things so much easier and not all locations offer it. I was in a rare situation where I wasn’t carrying my wallet with me, I went to a Shake Shack, I was referred to the app by an employee and turned out the app did not supports Apple Pay either so I walked out. I really liked the app tho. It was really easy to use and order my entire meal until I hit the payment option. Also turns out I had an account with them I made once with my Facebook and i couldn’t login because I don’t have Facebook anymore and I had to create a new account.

This app is just ok (when it works). When the app works, I’m very happy to place my order ahead and pickup. However there have been many occasions when the app simply doesn’t work. For example, sometimes the buttons don’t work or the pickup time selector is filled with blank options. Even more telling, sometimes I get an error message with just the text “Uh oh..” which clearly indicates that the app was developed by rather juvenile developers. The app forces me to enter my CC info every time even though I request saving it which is a pain in the car. Overall I find the UI difficult to use. By contrast the Chick-fil-A app is a thing of beauty and has never once not worked for me. We love the food at Shake Shack but sometimes we can’t get it because the app is so flaky (just happened again for the 4th time which is what compelled me to write)

Updates are needed for ease and privacy.. I should not need to sign in with all kinds of info to order burgers. I don’t want to give you any of my contact info and plenty of places have apps that allow to go orders without having to sign into Facebook, without having to give an email. You can notify people of their order status using push notifications in the app, you don’t need to be harvesting person info. Additionally, get Apple Pay guys. It’s 2020 and it’s just not that hard. I’ve downloaded you app which means you have just as much access to me and me to you as needed. I should be allow to check out in the app without having to make an account and all sorts of other stuff like fb connection/email/phone number. Being that mobile ordering and app is extremely necessary at the moment, it’s time for you to make these changes to make the process easy/pain free and with privacy in mind.

Pretty but missing basic functions. The app is very pretty and intuitive, it it lacks basic functions that other ordering apps have. You cannot set a default delivery address or delivery message. If you accidentally switch to pickup (easy to do due to the location of the button), there’s no way to switch back other than to restart your order. And there is NO WAY to contact Shake Shack if there’s an issue: if the delivery driver does not deliver, the delivery company must confirm the error is theirs (10-15 minutes on the phone) and then give you instructions on how YOU YOURSELF can email Shake Shack and request a refund. It’s the most ridiculous thing in the world. This app needs a way to report directly to Shake Shack and request a refund from within the app. I’m deleting as soon as my most recent issue is resolved.

App :(. You’re better off going in person to get a better time estimate (by gauging the crowd) and also be sure the order is actually in. It’s hard to tell if they actually got your order or whether the order is still being made or whether it got lost altogether. There’s no confirmation text until it’s almost ready, would appreciate a status update in the app or a text confirming the mobile order succeeded ahead of time (don’t remember there being a text option in the app but maybe I missed it) When you first order and submit it pops the order is ready pop up with your receipt which is kind of weird, but I figured it was just the confirmation message. There’s the banner for pick up is ready in the app when the app first loads, so you’d expect to get the order status but it’s the exact same prompt as the confirmation(?) popup which is weird. On top of that, the close button doesn’t actually work to close the banner and browse other parts of the app so you have to restart the app to browse other parts of the app because the app just hangs on that page. Might as well go and order in person, the app is kind of a frustrating experience; I like the food otherwise though

More Waiting and Other Disappointments. I purposely ordered ahead in advance using this app so I could time a quick supper on my way to doing more work at night after leaving job no. one. I arrived 8:10 early 5 mins and waited for my 8:15pm scheduled pick up at the Astor Place store. I waited past 8:15 for the txt. When the txt appeared I waited at the pick up, waited. After waiting and going unnoticed for some time I asked about online order. I was told it’s just getting ready??? I waited and more people got their orders. People who I saw when I arrived early 5 minutes ahead of my order placed in advance by 10 minutes thru the app. I asked 2nd time. Baffled look. Ignored. Finally a guy assigned to help people order got another person behind the counter to look for it. It was bagged somewhere. When I got the food it was warm but not hot. Most disappointing of all when I bite into the patties they were dry... I saw as an option in the app that you can ask for “well done” but I made sure mine was not checked, did not want it, and assumed default is NOT well done unless asked. Mines were past well done and overcooked to dry with blackened edges. This has been the most thoroughly disappointing experience using the app to save time and a total let down of the juicy burger I had craved for. Will not be going back to this again.

Easy to use. The app works as advertised. It was easy to find the location we wanted (even asked us to TRIPPLE check the location just to make sure 😁) without a problem. We found what we wanted to order with ease and we were able to easily establish a pick up time that worked for us. I was able to make changes, go back to previous pages when needed and look at the description of the item without having to re-start my entire order over (that is a pet peeve I have with food ordering apps, many of them require you to restart the order or it’s almost impossible to get back to the order).

“We’re sorry, something went wrong with submitting your order”. Fix this error, please! This error occurs when the location is not actually accepting mobile orders (confirmed by visiting the website on browser and trying to place an online order that way), yet for some reason the app allows you to select the location, choose your desired pickup time, browse the menu, build your order, and submit payment only to receive the error after payment is submitted. Super frustrating and confusing as you aren’t sure why the payment isn’t working (bad card, bad connection, etc?). If a location isn’t accepting orders due to being too busy, it should tell you that in the app right away and not allow you to build an order.

App offers no real-time option if there is a delivery/order issue. When there’s a problem with your delivery (and there will be), the only option in the app is to send an embedded message that says they’ll respond within 3 days. That didn’t feel very helpful when I was trying to track down my order that was over an hour and a half late. Sure, the app gave a telephone number for their outside delivery team, but they said they had no record of the order and said I had to contact Shake Shack directly. Even when I called the location directly, the calls (several) go straight to voice mail and no one returns them. I’ve ordered from the app several times now, and each time there was an issue (once they forgot to include the burger, once the shake spilled all over the bag, etc). Would love for the system to work, but each time I’ve ordered from Shake Shack there’s been an issue and they don’t let you contact them to discuss it in real time. What a disappointment!

Sometimes order won’t go through. This worked once and it was nice to have my order ready when I got there. It doesn’t have Apple Pay, so you have to put your credit card in. Scan didn’t work so I had to do it manually. It also doesn’t take shake shack gift cards. Also, I tried to make one burger gluten free, but I guess when I chose that for one burger it automatically made the whole order gluten free, so all the hamburgers had gluten free buns and the hot dogs came with no buns. The next time I tried to use the app, the order simply never went through. After I submitted order the little food icon kept spinning until it said I missed the time slot. Tried it again for the next time slot and same thing. Force quit the app, had to put in my cc info again (I’m not going to let them save my cc info; why don’t they just support Apple Pay?) and same thing. Order wouldn’t go through and I’ve gave up. Went home with no food. Now I’m trying to cook a baked potato.

This app is always deeply broken. Just installed this app and could not submit my order due to a vague error message. Tried literally 10 times, deleted and reinstalled, and my order went through. A few minutes later I got an app notification that my order was received but NOT ready AT THE SAME TIME I received a text that it was ready. Clicked the link in the text and it opened the app and showed the your-order-is-ready-for-pickup screen. My order is not ready and if I close that screen my order shows as pending, not ready. Deleting this POC as soon as my order arrives, if it ever does. UPDATE: Reinstalled a year or so later. Entered my order, tried to submit, received a vague message about a problem with my order. Since it happened at the payment screen I tried a different credit card, no difference. My son finally figured out that they were out of root beer, so naturally it lets you put root beer in your bag and then gives you a message that doesn’t mention it when you try to pay. Such a crappy app.

Mary Brickell, Miami Rocks!. Everyone is pretty familiar with Shake Shack's high-quality, delicious burgers, fries, chicken sandwiches and shakes. That's 4-5 stars, right there. But this place is exceptional - during the quarantine they fed the neighborhood with charm and grace... the food is ALWAYS piping hot, with fresh burgers and crispy fries... order on their mobile app to pick-up food within 10-15 minutes, PRECISELY when promised. There is nice outside seating available, too. The Assistant GM, Felipe Braun, is exceptional in his treatment of customers and delivering outstanding customer service. He does the little things like asking EVERY customer if they need extra napkins, condiments, etc. The company should consider promoting him to a corporate-level job where he helps train and enable the staff in newly opened locations on how the job is done right! Thanks again for feeding us delicious comfort food during the most uncomfortable period in recent history!

Terrible app. I have tried to use this on a number of occasions. For a while, it wasn’t displaying the list of locations, so I had to delete and redownload the app. It started working after that. You start off by selecting a time to pick up your order, but 99% of the time it tells you that all the time slots for that day are full, making the app useless (all the slots for the day seem to fill up by about 8:00 AM. Finally, I found a time when I could actually get a spot. I went through the whole order and when I hit submit it tells me “Ruh Roh” (which is really irritating by the way) “we are missing info needed to submit your order”. Doesn’t tell me what info I’m supposed to be missing. I look back through and every field is filled out. So, I’m still not going to Shake Shack. I guess I could go order in person, but if you do that it will take about 2 hours to get a single burger. No thanks.

Good feature, bad stability. I have used this for 3+ years, ordering 20 minutes before I arrive to skip the line. The interface has remained pretty much the same in the last three years, despite very frequent app updates, so I don’t really what the developers are updating… but the features are intuitive and you have access to all stores near you. However, sometimes it acts strange. Some stores just go offline for online orders, or the available items are very limited. At one point only fries and drinks are available in a nearby store. That defeats the purpose of online ordering. Sometimes you put items in cart but cannot check out. Just not a very pleasant experience, not anything close to bigger name shopping apps.

Love the food, app not so much - Does not accept Apple account sign in. App forces you to either sign in with google, Facebook, or Apple, or create an account. No guest option, so checkout takes longer than it needs to. Selecting sign in with Apple shows up Apple Pay pane and it all seems to work, but silently fails and the app just keeps sitting there without any overt indication or prompt to do something else. Back to square one, create an account give your card number and email to yet another app and spend additional time, then be told your pickup window is no longer available so select another one. What should’ve taken 5 seconds to pay and checkout becomes 10 minute exercise of physically entering credit card numbers and going through the whole experience again. Love your food, please make the app work better.

App not working and there’s no option to contact support. I ordered shake shack via the shack app at 8:00PM. At 10:30PM, the order still said “delayed” and that it was still waiting to find a driver. Tried calling the phone number but it was “support by Uber” which had me on hold for 30 minutes and never answered. The only other contact option was a general inquiry on the shake shack corporate website. At around 10:30, the order disappeared from my app and then said it was delivered at 8:25, but I never got a call, it never said it was on the way and it was not left at my buildings front desk as requested. I was charged in full, and seems like there’s no way I can get my $ back.

Why buzz when it’s not actually ready???. The app does the same thing as each location. Why on earth do you get the notification that the order is ready when it is, in fact, not ready??? Also, why bother with a hiring process? Everyone working the window is rude and has no clue about work ethic. It happens consistently at each location with few exceptions, though they exist. I’ve read that hospitality book. Seems as though the book is a mere suggestion of how Danny Meyer wants his companies to function, because shake shack isn’t the only restaurant losing guests left and right. That Hospitality includes has turned his finer dining spots into just another shake shack with the same kind of attitude from its employees. It’s pretty apparent from who is being hired at their locations. And while some of their spots are better than others, the flagship location in Madison square park should be running top notch, not the lowest rate.

Great app. I love Shake Shack and everything about it. I have yet to have a bad experience with the food or anything else related to Shake Shack. It’s my favorite burger restaurant. I just changed from 4 stars to 3 stars for one reason alone and it will instantly go to 5 stars once they do this one addition to the app. I will continue to keep this in my review until the follow is done: There needs to be an option where you can tell them if your order is for dine in or take out throughout the app ordering process. I hate not having this option, getting to Shake Shack and having to wait until the 11th hour to tell them to switch my order from pick up to dine in. This makes a huge difference in how things are prepared at Shake Shack and presented to you as well. There is so much extra waste when my order is packed for pick up when I am actually trying to dine in. It has become an unnecessary and an easily avoidable hassle if they just make this update. I don’t understand why it is taking so long to make this addition but I really hope it happens soon so I can change my review to reflect 5 stars. Please make this happen already.

Delivery keeps sending order to the wrong address!!!. In generally my experience with the app is standard and not difficult. But several times when ordering online for delivery, the app has sent drivers to the wrong address! This is even after checking several times to confirm the correct address before paying and submitting the order. Luckily it has never sent it too far away so I can walk over a few minutes to meet the driver, but it’s seriously frustrating! I’m not sure if it’s an issue with the Shake Shack app or with how they work with UberEats, but this is a really annoying issue. Other times I’ve ordered in between these incidents it has delivered perfectly fine so I’m not sure what’s going on.

No communication. I used this app couple of times. The second time I used it I could not communicate with shake shack directly. Only way to report a problem was to call the number provided and that was Uber eats I got the wrong order, cold and not what I wanted. The app says order delivered and enjoy your order. While waiting for my order , driver txt me that order will be delayed and never mentioned any other problem. When I told Uber eats that it’s not my order, they placed me on hold for 10 min and came back with this story that shake shack did not have my order so they sent me random items instead!! And without anyone notifying me or asks my opinion, also that shake shack refunded me. Needless to say Uber eats driver made up the whole story so he close the delivery and get his tip and Uber eats requested I contact shake shack directly I reported to shake shack online , calling the store directly was useless since they never pick up. I went and picked up food since I am not going to eat random items from shake shack. Don’t think I will ever be refunded as well.

Food is amazing but service is so so. I guess I shouldn’t be shocked during this time where service is lacking due to the shortage of servers, but… I went to pick up my takeout, and I stood for quite awhile as the server kept her back to me while she slowly put orders together. She definitely saw me, so it was a little irksome. After three more people formed a line behind me, I finally asked for her attention. She then spent quite some time locating my order, which happened to be right in front of me. The Shake Shake app said to pick up the bag with your name on it, but there was nothing identifying whose bags were which. That being said, the food is incredible- best fries ever. I highly recommend it but be prepared for slow service.

Poor service. Have been to this location no less than 20 times. Food is normally good. Service is consistently in need of improvement. I’ve never, yes never, seen a clean men’s bathroom before a Knights game. My wife says the same with the women’s. The trash is always overflowing along with needing to be moped. The mobile pick up is a joke. You literally have to flag someone down. You stand under the mobile order pick up window sign and they ignore you unless you say something. They 100% have never included the shake sauce that is requested every time and is on my receipt. How could you miss this over 20 times? It’s on the order. It’s now a family joke. Tonight I was handed my bag after being Ignored along with another pick up order and we had to say “hello” to get them to get our order. They dropped and turned around. I then had to say missing 2 shake sauce yet again at the window and another employee thought it was funny so she went to get them for me. If you order pick up, make sure to check your order. Good probability it will be missing something.

Work on UX Navigation. I think the UX designers need to think about how this app is structured. I would like to access the menu easily at all times but I can only seem to get to it at the beginning “Get Started” page. As the user dives deeper you are just presented with more and more back arrows. The main reason is because I was looking for a menu and couldn’t seem to find anywhere. The app seems to want to drive the user into a very linear fashion of Location based browsing, followed by select food, then checkout. But if none of nearby locations are open (which is currently the case in this scenario), I still would like to easily navigate and browse the app. Maybe I could even see the order total even if the location isn’t open - and place the order at a later date. Anyway those are my thoughts after taking a quick look around. Love the burgers.

Garbage application. I placed an order through the shake shack app which is delivered through Uber eats, once the Uber driver got my food proceeded to the address that the app had sent to them. Once the app showed that the driver was one minute out I went down to meet the driver who I received a call from and was over 30 minutes from my location. I spent over 45 minutes on Uber‘s customer service, And speaking directly with my driver who did not want to complete the order as it was 30 more minutes of driving for her. After double checking my order and re-ordering making sure to put in the correct address in for the second time. it still sent the same incorrect address to the Uber driver. in the directions I also put the name of the hotel and the correct address. But the shake shack app decides what the Uber driver can see and what they cannot and leaves both the correct address that I have now entered in twice, and my additional comments to help elevate the situation out.

Tablet friendly but not for the phone. Love Shake Shack and the app is great in concept. It works fine on my iPad - no complaints. On my phone, however, not so much. I'm on an iPhone XS Max for the record. I can do everything on the phone I can do on the tablet EXCEPT order food. Kind of a problem for me since that's the main reason I open it. I was blessed with a new location a little over a mile from my house and have become a much more frequent customer and more than a little aggravated that I can only order from the tablet. Especially if I'm out for some other reason and want to pick up lunch on the way home. Silly me, I don't carry the tablet everywhere but I do have my phone with me. I could've ordered on the way so my food would be ready when I arrive but no. Had to go in, order, and wait. Still great but I have to wonder what's the point of an app for ordering food that doesn't let you order food.

Experienced a serious bug. Today we ordered a meal from the app. The app says order placed and should be ready in 13 min. We drove to the store within 13 min and waited until the message reminder came telling us the order was ready. Went to the store, nothing's ready for us. Waited and waited for 30 min and finally realized there must be something wrong with our order. Checked with store staff, their system has no information regarding our order ID. Checked store address and payment of our order from the app, everything looks normal. The store was nice enough to make us the meal we ordered but the time we thought we could save by ordering ahead with the app was no more, plus another 30 min wasted. We were starving too. You can tell how unhappy we were. Taking a guess here about the issue. When we were placing the order we were in a mall's parking garage which could have had poor reception. So your app might have sent the request when we placed the order but your backend never received it, and yet for a "better user experience" your app won't let user wait for backend response on order confirmation so it just shows "order placed" hoping the order information would get through in a bit. But in a case like this where our order got lost in the cloud or something, shouldn't there be a system that checks order status every few minutes and let customer know their order has a problem so that they wouldn't have to waste half an hour just to find out their patron was never appreciated

Do NOT order from this app. The restaurant forgot to deliver half of my order. When I tried to troubleshoot thru the app (poor design) it has no way to ask for a credit or a refund—it directs you to call Uber customer service. When you call Uber customer service, they are zero help and suggest that you call the store where you ordered from—which is NOT specified in the app (again, poor design). When trying to call the restaurant closest to me in the hopes of troubleshooting, no one answered the phone & you are sent to a voicemail box. They claim someone will get back to you in 3 days, no one did. Shake shack, you have great burgers but ABYSMAL customer service. I will only be ordering from other delivery apps in the future that can help me troubleshoot immediately or get a credit. I would give this app .5 stars if I could.

UX functionality improvement - Redirect Flow. Hello, Kindly, it would help to make an update to the flow. All could be well, but I could not find what I was looking for. Please see below for insight. I created an order for curb-side pickup. As I was adding items to the cart to purchase, I needed to verify what was added to the cart. Once I viewed the cart, I could not figure out how to get back to the menu to order more items so I swiped the cart pop-up down. There was a screen that only allowed me to initialize my order again by verifying the retail location and RE-entering my vehicle information which had been erased from before. I re-entered my vehicle information, then I was taken to the menu to continue ordering more items. Each time I needed to view the cart, I had to do the above actions all over again. It would help to redirect or have an option to go back to the menu from the cart without starting from the beginning again. Also, I think if you added ApplePay that would be an awesome easy and time saving feature for the customers. Besides that, the UI is beautiful. Great job!

buggy, won’t let you checkout, constantly deletes order. i tried to start an order for delivery & at first it just cleared my entire order because there were “no delivery times available” (mind you it had told me delivery was available!!) so i started from scratch, selected a new delivery time, put in all the items again, and when i went to hit “checkout” the button wouldn’t work. i kept pressing & pressing it over & over and nothing happened. i was so frustrated as I had friends over and i had already had them put in their order multiple times. there was NO indication of what was wrong. and the app won’t store your order so you can try and select a new delivery time or investigate why you can’t check out. ANY changes will clear the entire order. in the end we decided to give up & order through uber eats, because multiple attempts of using this terrible app left us hungry, annoyed, and ultimately foodless . i love Shake Shack and I was so disappointed by this experience this is also just a general gripe but any good delivery app should have a Group Order functionality. of course a group order function won’t help an app that doesn’t work in the first place.

Ordering is a hassle. Ordering through this app requires you to select a time-slot in 15 increments to pick up your order. At first it let me pick 3:15 a few minutes before that time, but it prompted me that the slot was no longer available as I was selecting items. So I picked the next slot of 3:30. I finished selecting my items and went to pay a few minutes later, then it told me the 3:30 slot was no longer available. So I had to pick 3:45. Sure, I could’ve gone inside when I got there, but with COVID protocols I feel safer getting my stuff at the pick-up window. Above all, they don’t have a normal drive-thru. You HAVE to use the app if you want to drive up.

Horrible App to Place Food Orders!. This app is pretty poorly designed to use as a stand alone to ordering food. The biggest issue is that if you need to modify or customize a menu item you want to order there is no way to do it. Each menu item is limited to a few pre filled options to modify your order. There is no option for extra or heavy sauce on a burger, which is a pretty basic modification. There is no way to leave a note or custom modification to a menu item or total order either. What’s the point of requiring a customer to order from the Shake Shack app if the order is going to be messed up and require attention to be fixed? This saves no one time! Who cares about a blog function on a restaurant app if I can’t order my food efficiently and effectively on the app! Shake Shack get your priorities in order on this app. You can do better!

Bad App, Bad Store Integration. First off, you have to log in to see the menu. Then when placing an order (for 4 hungry people, so not simple), it errored out and completely lost the order each time, once AFTER it took my money. They immediately told me they’d refund via an email, but I had to start the order over. Both of those were delivery, so I gave up on that and ordered pick up. Finally it worked, but at no time did it accept the 2 for 1 coupon on their site, even though I had at least 2 Shack Burgers in my cart. So I’m paying full price. So that should be the end of it, right? WRONG. When I get to the store, all of the drinks and half the fry orders are missing. The employee shows me the paper receipt which did not have those. I showed her the e-receipt that did, so she went and got the drinks. She didn’t get the fries because I didn’t go item by item down the very long receipt to check. I was too hungry and rushed. We only found out when we got home and unpacked. And now we are paying for fries we never received. The manager was kind enough to give me two coupons for free burgers (before I realized they forgot the fries), but why would I want to go back now?

Just okay. It took a long time to bump this review up. The whole shake shack experience in this app is still leaves a little to be desired. No matter how busy the restaurant, ordering from the app always seems the slower than the waiting in line. On a positive note, they finally added Apple Pay to the app but picking up my order is pretty anxiety inducing. I get a text message telling me to interrupt the busy takeout counter to let them know I’m here? Can’t shake shack copy McDonald’s and just put my pickup number on a screen? My most recent visit ended up with me back in line to get someone’s attention and luckily my order was already sitting there although getting cold now.

Shake Shack. This isn’t your usual fast food application where you simply get a list of locations and a look at the menu. This app separates itself for three reasons. One is the ability to read the company’s blog which fills you in on the latest news and promotions surrounding the chain. This is great for those who are devotees of Shake Shack or even for those who are new to the chain and want to find out more. The second which is more of a gimmick but is still unique is the ability to view video from the Shake Cam at its original location in the city. The third is being tailor made for ordering on the go so those who don’t want to wait in line in store can grab their order and go. The app besides having the basics of a location finder has a more stylish food menu interface allowing you to browse items by the category with appetizing photos to go along with it. Users can also connect to all of the chain’s social accounts from the app. If you are a regular of Shake Shack this app is a must download.

I have issues ordering with this app. I suspect that there is something wrong in their database that deals with user information? But in the last few months, I have run into an issue where regardless of what account or card I attempt to use, it won’t go through. What ends up happening is that I will create a new account, and then be able to order for a week or two, until one day the orders will not go through. Simply says the order was not processed. No matter what card I use (and they all should work fine) the order wont go through. So I’ll create a new account… and the process starts all over again. I’ve reported this to their it team, no progress in solving my issue. Fine app, except it can’t do the literally one thing I need it to do on a consistent basis.

The worst shopping apps. APP online delivery order problem I placed an online order this afternoon, then I immediately get an email said my delivery is not placed successfully. I thought it is the problem with my coupon, so I cancel my coupon and reorder it once again. When I back to the home page. I saw I get two orders, I cannot find any cancel button, and there’s no way to reach the customer service, and also no one pick up the phone when I directly dial to the store to make my order. I’m so frustrated, I’m can’t stand this anymore

please fix the app tech bros

All good but..... You can’t cancel an order. I placed an order not clearly seeing a shake shack was not opened for business yet. I was in the area and was hoping to pick it up in my way to work. They would not open for another 1/2 hr and I could not cancel and had to leave work to pick it up. In that instance it would’ve nice to have the option to cancel. Also at Grand Central Station the servers avoid eye contact and turn their backs to the to the customers and towards the kitchen while my out of reach mobile order sits getting cold until I have to go out of my way waving and raising my voice to get noticed

Good app but useless delivery with multiple locations. I live 0.5 miles from a shake shack location, with another location in another city that is 5 miles away in a straight line, but about 40 mins driving because it’s on the other side of a large lake. Restaurants in this city would never deliver to my house, but for some reason the Shake Shack app is more than happy to allow deliveries from this far flung restaurant, with obviously cold and soggy results. And not only does it allow these deliveries, but on multiple occasions it has chosen this restaurant for me after I placed my order, instead of the restaurant right by my house (and yes, I could drive there, except I have 2 very young kids and packing them into the car for that trip and finding the non-existent parking at this location is just sometimes not a fight I want to have). Putting aside why this other restaurant is even “in delivery range” for me, why in the world would the app not let me choose which restaurant to have fulfill my order, or at the VERY least tell me before I place the order which restaurant the food will be coming from? If it’s not available from the nearby location soon, I would rather just not order. Without that “feature”, I’ve realized delivery is basically useless for me and will need to stick to pick up.

No notification when order is ready. I only rate apps when they’re REALLY GOOD or REALLY BAD.. nothing in between, because there isn’t enough motivation. So here’s what’s really bad about this app: every time I order for in-store pickup, I am not notified when my order is ready. I think I have received this notification only once before out of several orders. The email I receive immediately after ordering says I will get a text when my order is “almost ready”. Instead, I may be sitting in my car, waiting, only go inside eventually and find my order sitting there, already cold, with no notification at all. I can only assume it’s up to store staff to take some action to notify me, since the order receipt email comes IMMEDIATELY and without fail, and since I received an “order ready” notification once before. But this, I would say, is a problem with the app, not the store. If the store’s computer is capable of printing a receipt that is then attached to the bag, the receipt printing process MUST AUTOMATICALLY notify me that my order is being bagged. Anything less than that is below par for the course for modern curbside store integrations. Less of a major issue, but also, please use push notifications instead of SMS/email.

This is a crappy app. There is no way to add additional items to an order you created from a history order? My order is kinda complex so I usually just reorder from history but sometimes I want to add a drink. Can’t figure out how to do that. It will suggest somethings to add so I know you can do it but if it’s not what was suggested you have to start a new order. I gave up and submitted my order and just figured I would get them at pick up but still have to wait extra for them to make the drinks!!! Thought I would create a second order with just the drinks but no....you don’t allow additional orders after you already have I one in process. Note to self, make sure not to leave anything off your order! 🙄

Unreliable and annoying. Half the time no Shake Shack locations will appear on the app. Items often disappear from the menu for inexplicable reasons. The ability to use Apple Pay has been spotty, with it sporadically saying it can’t be used or isn’t supported or some other nonsense until you back out of the checkout and try again or only if you hit the Apple Pay button multiple times. And if you do finally make it to checkout it will hostilely pre-select a 10% tip to try to trick you into tipping the people that inevitably will make you wait ten minutes at the pick up window because they are busy chatting at the front cash register and don’t consider the pick up window a priority.

No information. !!Update at bottom!! I left the app and came back to find the tracking was gone. I went to history, and the order is there but not the location so I couldn’t call to check if my stuff was picked up or not. Found the information in my email eventually. By then an hour had passed and my $30 of food was still in the void. UPDATE: 24 hours later after sending a message I’ve been confirmed for a refund and have received a coupon. The response was faster than I’d expected. I’ll continue to use the app, but until an update I’m going to be very cautious.

Orders not processing anymore :(. Shake Shack, what happened??! I’ve ordered through the app like 15 times just this year. Each order is LARGE, since I have five kids and we often order for our neighbors too. Our orders always went through smoothly, zero issues. Impeccable service at our Shake Shack, food always ready on time, fresh and delicious. Until one day my orders simply did not process via the app or website. Everything works and when I hit pay, it seems fine at first but then I get an error message. it’s definitely not my credit card, because it works fine if I pay in-person at the restaurant. I even bought an electronic gift card thrifty the website and that processed just fine, but when I tried to add the gift card on the app, I received the same error message. and yes, I keep the app updated always. Help a mama out, Shake Shack Peeps!!

App needs to be deleted and reinstalled too much. I keep to having to delete the app and reinstall in order for certain things to work, and it always happens when I’m about to place an order this Is the worst time for a bug in the user workflow. For example, when I try to re-order something from a past order in my history, the app freezes up when I’m about to check out and pay. So the only thing I can do is delete the app after my order is already to process, reinstall, and then redo the order again. Then it works again. Same thing with paying with a credit card. It asks if I want to store my credit card info and I always say yes. But then when I try to reorder something from history, it says it deleted by credit card info for my security. So why did they ask we to save my credit card info to begin with? Other apps don’t require this so it sounds like a policy gap. So now I just use Apple Pay instead. Interesting how Apple and so many other apps figured out how to keep my credit card info secure but these developers can’t.

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Poorly designed. I run deliveries, and needed to place two orders. For the first, I had a simple modification to an item that I could not add. It would let me remove or keep the condiment, not add extra. It also had nowhere to put a note so that I could indicate that after the fact. After that, I couldn’t place the second order. There is nowhere that allows you to add a second order. I even signed out and created a new account, but because it was on the same device, it would only show me the order placed on the other account. This whole system is incredibly inflexible and poorly designed. They clearly care more about how pretty it is than how well it works for anyone who might have a unique order.

Instant crash. Like the reviews below mine the app opens and immediately crashes. I tried deleting the app, putting my phone to sleep and reinstalling. It still crashed instantly. I deleted the app. Then I reset my phone and installed the app again. It instantly crashed again. I downloaded an older version of the app on an older phone running iOS 12 and it worked fine there. It was too late to get the T-Mobile offer. Please fix the app and maybe consider giving people who reviewed the app with a crashing problem a credit for the T-Mobile offer. I would change my rating if I got a credit and the app worked.

Big app issue and web. Big app issue with placing an order. The app defaults an order to asap. Typically says in the next “7-10 minutes”. When I go to finally place the order after selecting my food and entering credit card info, the time window has changed. The app then says “there was a problem processing your order” which it also does this on the website. And feels like it should just automatically reset to the timeline from when I finally press the last button to submit the order. Not when I start the order. Frustrating and results in going elsewhere or needing bc to place the order in store.

Poorly updated, even the review API call is a poor UX. Can’t even see the text while I write this review. It took WEEKS for them to add a new location to the app, and they have no API calls to their connected delivery service through GrubHub. The pickup service is frustrating, and uses no timer to tell you your time slot is unavailable, causing order attempts to fail. While Inlike the albeit overpriced food, when you’re crafting promotions, actually take a moment to Quality Control the actual process of marketing, to application, to purchase. I ran into issues with all 3, telling me that this application is far too buggy, especially for one that’s been around for awhile now.

Can’t login. The app has you enter an email address to sign in or create an account. I created an account in the app the first time. But now, a week or so later, it doesn’t recognize that I have already created an account, and after I enter the email address it prompts me to enter for account creation data and never presents an entry field to enter a password. If I proceed to create a new account, it errors out. If I create a new account with a different email address, it errors out as well. I’ve deleted and reinstalled the app and the same problem occurs. I can enter my account on the website, without a problem. It looks like they update the app often, which is maybe why it worked for me a few updates back.

Doesn’t work/ misleading info. I got the app out of convenience, so I could order on it and just go and pick it up curbside. They said there would be an “I’m here” button in the app so they could run your curbside order out to you. Except I got to the location where I was picking the order up and the “I’m Here” button was nowhere to be found. I tried going to past orders to see if I had to go through that, nothing. I even called them, they’re impossible to get to. Please fix the app. It’s not usable right now and if it’s unusable and the store can’t be called to have someone run the orders out, then curbside pick up should not be offered.

Buggy shack. I prefer ordering delivery from the app since it’s cheaper. But using it is always an ordeal. Most of the times I have to close the app and open it more than 2 times just to be able to place my order. Another issue I have is with payments, either the cvv is not accepted or says an error. Other times, it tells me to select pick up time when I’m trying to submit a delivery order. Main reason I keep using the app, is because I really like the food. But now I’m questioning whether the hassle is worth it…

Intentionally makes you wait to press no tip. Aside from the fact that you can’t order food by calling a physical location, the app is slow and it’s latest update attempts to hide choosing curbside pickup. Also, the bubble to check if you want ketchup and napkins doesn’t work. Lastly, and this is the sketchiest of all, when it comes to the pre-payment screen it doesn’t let you choose “no tip” without having to wait a few seconds. I know this because it’s done it every time. It’s one of their sneaky ways of getting people to be frustrated enough with it not working to just let it default to the 10%. What a sheisty app.

Slow and bad experience. Cut the slow animations. I’m hungry. I want food now. If I wanted to take my time, I’d stand in line and order in person. The app doesn’t tell you when a location is closed. It lets you select it and confirm you want to select it. Then it loads and then kicks you back to the location selection screen without explaining anything. Tell me it’s closed! Don’t just silently error out. So frustrating. Only realized reading small text saying the store hours.

Stop sending ads via notifications !. This is obnoxious and is making me uninstall this app. I like your food, but this over stepping of trying to market via notifications is too far. Good bye . *Response to Dev* : Make it so you can opt out of menu updates. Also it is more than just menu updates. There was one that was some crap like today would be a good day for a burger. This is not what service apps are for. What if all the phones in your stores started ringing and it was an automated message from your phone company asking if you wanted to pay for a long distance plan? You would freak out and find a new service. Not much difference in my eyes.

Great food.. This is one of my favorite places to eat my lunch. However when you go online to order , when time to pay, if you dont have enough money they don’t tell you it declined l, they make it seem like its a website problem. It was easy to change mu payment method once i understood, that was the problem. Just a little glitch that could use attention. If its declined just say that.

Inefficient use of app. I’ve used the app several times at the Madison square park location, and my food is consistently served both late and cold. The app works well for ordering, but there is not a good system for calling out app orders when they’re ready. My app orders have often sat on a counter. Sometimes, when I’ve asked if my order was ready, I am told no, only to have someone find my cold bag of food after my fifth time asking about it. If you want hot food - and the food is great - you’re much better off waiting in line and getting a buzzer. Three stars for the app, five stars for the food (when it’s hot).

App not working. The app will not load for the last couple of days. Can’t order ahead via their website either. No one answers the phone at the location. Ended up at McDonalds instead, but we really wanted Shake Shack but not when there was no way to order ahead or confirm if they were even open on New Year’s Eve (or today, New Year’s Day, but having the same problem still, app not working). We do not live close by enough to it to walk over to check if they’re open. When the app actually is working, it seems to work well.

What’s going on with the app?. Today I tried to use the app to place an order. When I clicked on Pick-up Order the next screen told me I was offline. I was not. I deleted and re-installed the app. It’s now asking me to create new login info, only to reply with Uh oh and some error message. Had a similar experience the last time I tried to use it a month ago. I think I’ll just stop using the app and while I’m at it, stop eating at Shake Shack altogether.

One suggestion.. The main benefit of this app is you don’t have to wait on Shake Shack’s notoriously long lines. For that reason alone it works and does its job. My only gripe is a minor one. When you order via app, they treat it as if you are doing carry out and always bag your food. This is a tremendous waste of paper for people not doing carry out, not to mention the inconvenience of having a large paper bag in the middle of your table. I order via app to avoid the lines but I still eat at the location. The app should have a checkbox asking if you’re doing carry out or if it’s to stay.

Gilbert Location Not In The App?. I work in the same shopping center as the Shack Shake in Gilbert, I’ve been waiting for it to open because I love the food and know they have the app. I was planning on ordering food from the app for some of my lunches at work, but this location isn’t included in the app for some reason. At first I figured it was because maybe they were waiting until everyone was trained well enough before adding more traffic to the restaurant, but it’s been almost a month and it doesn’t look like they’ll be adding it to the app. Me and all my co workers would get food from here so often! Probably 10-15 orders a day, just from our stores employees alone, imagine the profit from the rest of the mall’s store employees. In n Out it is until the lines are short enough where I can manage a 30 min lunch and get back to work on time. And I guess I’ll be deleting the app :(

Still no Apple Pay in 2020?. Walked by shake shack while out and about, smelled great so decided to order to pick up on my back to my place. Been a while since I last used the app so decided to use it for this advanced order. Upon checking out, it asked for a card and Apple Pay is no where to be found. Didn’t have my wallet on me since I was out on a jog, so no shake shack for me that day. Extra star because the app is well done otherwise, but no Apple Pay is a dealbreaker when everyone else seems to support it.

Last time at Shake Shack. First I should start by saying that the screening for hiring at Shack Shake Coral Gables is awesome. The people at the counter are almost always friendly, polite and smiling. My issue with Shake Shack and the app is that orders will show as ready when in fact they are not ready. Further, the app doesn’t orders to be placed from past orders or favorites. Finally, there is no loyalty program, hence no incentive to return other than for their food, which is pretty darn good. Spring Chicken is the way to go!

App won’t let me add to cart. I made an order, and the app worked fine. My order was for 12:45 pm, and I planned to order a frozen custard when I was about ready to finish my burger and fries. However, the app wouldn’t allow me to add the item to my cart. Also, the app keeps freezing on the receipt screen and I have to kill it and reopen it. The only way I was finally able to order again was to go to my order history and reorder. Very frustrating and it cost me an extra half hour wait time. I really wish this app would allow you to order the frozen custard and delay picking up the custard after you have a chance to eat your meal.

Credit card information glitching. Every time I log into the app I have to re-enter my credit card information even though I saved the time prior. The last two times it kept saying that my card was not authorized, or that there was an issue and to add another card… what if you don’t have another card? Sometimes people don’t want to use credit cards and pay interest on a $20 meal! My card is perfectly valid and I used it 30 minutes prior! They need to figure out these glitches because they’re losing customers as I took my business elsewhere because it was completely inconvenient

Takes your money. I was charged without the order actually going through, the app took very long to process once I clicked place order and then it went to the previous screen to check out. My order was not confirmed but the money was taken from my account. I tried again twice and the same thing happened, over 50 dollars was taken out of my account with no order being confirmed. I had to call and communicate with my bank to get this fixed. I didn’t get my food and I most likely wouldn’t go to shake shack with all this confusion. I wouldn’t recommend this app at all.

VEGGIE SHACK IS SO GOOD - Add crispy shallots!. I used to get the hot dog from here and loved it, until I switched to a plant-based diet about 2 months ago. I was so excited to see that the veggie burger option looked so yummy, I added crispy shallots to it and it just made the whole sandwich elevated!! I am happy I can still eat here on a plant-based diet, it’s currently my favorite burger actually. Please add the crispy shallots as a permanent option to add in the app and I will be a customer forever!

New user. This is my first time and going through the app so it was OK but there was an issue and it wouldn’t take my order I tried it five times I was going to call nowhere in the app that I find a phone number for the location I wanted to call I wanted to place my order online and not have to go inside and wait but couldn’t do it because it was not working and I couldn’t call and place my order because no where do they show a phone number some people still call instead of doing online that way they know they get their order correct because someone else is helping it them with it thank you

Food is great, but....... Are the burgers smaller? We have a new location in our area that just opened a couple of weeks ago, and it seems like the burgers and the buns are smaller than I remember from Shake Shacks I visited a few years ago. Due to the virus rules, the 4 of us had to order from outside and we probably waited 25-30 minutes before our food and shakes were ready. Went back to our daughter's house to eat and we were surprised at how small they were. Our order cost $82. Sure was good, though, love that sauce on the double cheeseburger!

This app has been hacked. This app does not have proper security in place, and I would recommend giving your business to another company that is more careful with your personal data. Here is how I know this to be the case. Tonight I received an order confirmation for a $105 order that I did not submit to a shake shack in another state. The receipt was sent to the email I used to create my shake shack account and charged to the card I had on file in the app. Luckily I called the location where the order was being picked up and the store asked the person picking up to see their ID, at which point the fraudster ran out of the store. I am very careful with my data and I know this was the result of a shake shack breach rather than a stolen card. This is because the receipt was emailed to me and the password was unique to that login (not used elsewhere). Please fix this because the inconvenience of dealing with fraudulent and/or stolen credit card information FAR outweighs the convenience of ordering a burger through an app.

Second time, same issues. We use the Burgerville app and it’s so much easier. The first time I tried to set up a Shake Shack account I had issues with the platform and couldn’t even get through the process, so just went to the store and ordered. The second time (now a couple months later), I finally got through the account creation process and tried to login with Apple, which it said was an option. After logging in three times, I gave up and decided to create a new account. By the time I went through the whole process, my pick up time slot had expired. I’m sure it gets easier from here, but why create such a cumbersome experience for first-time users?

No options. What if I despise pickles on my veggie burger and don’t want to pick them out while I eat. What if I want some Shack sauce in the side and not on my burger? No options. Also no options to take an order down from two items to one or change a flavor of a shake. It gets so irritating I just end up not ordering. These thugs are supposed to save time and it is not easier than speaking to a person. Also, the lists are the same. Thank God for employees. Also, what is up with not showing prices until you order? Interesting? Once you get used to it. Gladly, all is affordable.

Friendly people. Delish food!. just happen to be at the mall and wanted to pick up a sandwich. Use the app to place an order, waited probably 78 minutes, and went over to check on my order. Even though it wasn’t ready yet, had a wonderful, friendly young lady check on my order and offered me a drink while I waited. before she finish your sentence, my order was up! Love this place! It’s almost just a bonus of the food is amazing.

Impossible to Order. I first attempted to order through the browser but it continued resetting my order and refusing to let me proceed to checkout. I attempted calling the store and it told me I needed to order online but offered me the option of speaking to management. However, I could not actually speak to anyone because no one picked up. I then downloaded the app and the process was much smoother until I reached the checkout. The app forced me to sing in to my Google account, then wouldn’t let me pay without entering the CVV 5 times. Even now, I cannot see what I am writing because the font is white against a white background.

Decent app but.... No Apple Pay and... it forces you to setup an account in order to use it. First time I just ended up ordering elsewhere because I didn’t feel like setting up an account on my phone... in the car. And no Apple Pay? Why? I would rather not have to add a credit to one more app for one more company that may one day be hacked. C’mon Shake Shack... get with the times. I’ll add starts if/when that changes.

So far an epic fail. Kudos for a nice looking app that offers good customization options. Now for the bad 1. No Apple Pay, 2. Available pickup times make no sense. This is fast food so there’s no reason orders have to be pushed out for 45-60 mins, 3. And this is the worst part and why I never was able to order ... since no there’s no Apple Pay integration... each time I tried to complete my transaction the app said “ruh rho” (super annoying BTW) without telling me what went wrong. I suspect the app crashed and/or the printer jammed at the restaurant or who knows. Super ponderous that Shake Shack opens a restaurant without a delivery partner and with an app that doesn’t work. There’s no way I’m willing to go to a newly opened location and wait two hours for a burger.

Good Customer Service. After an error the first time I ordered to-go at this Shake Shack, they offered me a small coupon towards my next meal (to make it right). Then they neglected to include my shake, but accidents happen. Their staff is kind and conscientious of their high-profile location and tries their best for their customers. I would advise against ordering after 8pm Fri-Sun though, because the wait can be *real long*!

Fix your payment info storage please. I think this app is very easy to go through and select your sandwich and fries, I even love that I can order my fries “well done”! The problem is, every time I enter an order, I am asked if I want to save my credit card data, which I confirm “yes.” However, to this date, and some 20+ odd orders later, I still have to individually enter my credit card information every single time. An app on your phone that allows you to order food to pick-up or delivery should not make me re-enter my credit card information every single time. Please, please, please, fix this! If you do, your five star rating is guaranteed.

Food Great, App Horrible. The food is one in a million at Shake Shack, especially gluten free, however I have MAJOR problems with the app. First off it’s way too slow and takes forever to place an order. One time I tried to place the order as my dad was driving to the restaurant and we made it to the restaurant before the app even moved off the home screen. Also, there is no way in the app to say that only one person is gluten free, not the whole order. Every time we order stuff off the app, even though o select the gluten free bun on only one burger, they make all of them gluten free! It’s what has turned my parents off from even eating there anymore.

It’s missing Apple Pay. Apple Pay makes things so much easier and not all locations offer it. I was in a rare situation where I wasn’t carrying my wallet with me, I went to a Shake Shack, I was referred to the app by an employee and turned out the app did not supports Apple Pay either so I walked out. I really liked the app tho. It was really easy to use and order my entire meal until I hit the payment option. Also turns out I had an account with them I made once with my Facebook and i couldn’t login because I don’t have Facebook anymore and I had to create a new account.

Terrible customer service. It’s just nice UI - the actual service is really bad. To explain: Shake shack uses Uber as a third-party delivery vendor. If you have any issues with your delivery, and I mean any, you can’t actually use the app’s customer service call line. It’s a total mirage. Wild to think thousands of people have likely clicked that same button to call the help line only to be told they’re out of luck because the app’s delivery customer service reps (Uber peeps) have no way of pulling up your information. I normally love Shake Shack but after seeing my delivery be carted off by the driver in front of my eyes in front of my apartment, I really can’t recommend anyone use this app. Stick with Postmates, ya’ll.

Awesome App. First time using this app has been great. Easy to use. Functional for anyone and makes it so you can customize your order. This was crucial because I thought that you couldn’t. However, I honestly think that this is going to be great. Hopefully whoever is cooking and preparing my order right the first time. Another thing to think about is to see if we will still have cold shakes. I will write another review on this for sure. We will see how it goes.

Still doesn’t work. Read tons of reviews here saying the app hangs at the splash screen and just plain doesn’t work. That’s certainly been my experience! Just downloaded an update, but it STILL does nothing. The staff at the Shake Shack I finally went to anyway says their app does this a lot around the first of the month and when they’ve changed their specials, but that’s clearly not all that’s going on. Worse, you can’t even see the menu details without the app, since they don’t post them inside their physical locations. Summary: The app is broken, along with their other ordering options. Wow.

Used twice, both times my order was hour+ late. Simply put, the ETA is useless and the app is full of glitches. 1) the order ETA kept getting pushed back until it was over an hour passed the time I was given originally, with a note saying “this doesn’t usually happen” 2) I live <1mile away from a shake shack and both times they routed the order from another location 2-3 miles away. Why...? Customer service said it was because my local SS wasn’t accepting orders at the time, which is fine, but don’t charge my card and say “ETA 6:50PM” and it doesn’t even show up by 8:30PM 3) I called customer service, which told me it was UberEats that messed up, so I called UberEats, and they said it’s shake shacks fault, and then cancelled my order. 4) a manager at my local SS told me not to use the app bc they’ve been having issues with it. Clearly it was released without proper testing bc the logistics are horrible. I’m never one to leave a bad review especially because I understand accidents are bound to happen, but this app is going 2/2 with issues in ETA, logistics, and customer service.

Order Fail. Countless times I've been so close to ecstasy - order is loaded up with burgers, fried, and drinks and then I get to payment. My saved payment is gone so I have to reenter my credit card. OK card is "saved" and then I can order. "Oh sorry, that pickup time is no longer available because you had to reenter the payment info we didn't actually save from you last order." OK so I need to hold off another 15 minutes and then I get the "Something went wrong but we have no idea what it was so you'll just need to get here and stand in line." Thanks for using our app tho! It's like the girl that's grinding on you all night at the club only to run out at last call because she's only soft cheating on her boyfriend. Proceed at your own risk of disappointment.

If you use the app they’ll never call your name. I ordered my food and the app said wait 10 to 13 minutes, I arrived at Shake Shack in like 7 minutes and apparently my entire order was already done but the app waited and after 10 minutes and said head to the counter your foods almost ready. So I stand there and can’t get the one person working the registers attention for like another 7/10 minutes then I give her my name and find out it was there the whole time. Everything was cold and my strawberry shake was 100% vanilla. Deleted the app and probably won’t ever waste another 20 plus bucks on cold food and crap service. Deleted the app

Just okay. It took a long time to bump this review up. The whole shake shack experience in this app is still leaves a little to be desired. No matter how busy the restaurant, ordering from the app always seems the slower than the waiting in line. On a positive note, they finally added Apple Pay to the app but picking up my order is pretty anxiety inducing. I get a text message telling me to interrupt the busy takeout counter to let them know I’m here? Can’t shake shack copy McDonald’s and just put my pickup number on a screen? My most recent visit ended up with me back in line to get someone’s attention and luckily my order was already sitting there although getting cold now.

Not the “Shake Shack” of apps.... Love Shake Shack...the app, not so much. The first time I used it the app placed the order at a Shake Shack 2,000 miles away. There’s no way to cancel or correct the order. I had to call Florida SS and speak to a manager and have them cancel it. Next time I used the app, it is glitchy. Has trouble locating and selecting a location. Menu items don’t have a button to “add to order” sometimes. If I back up and reselect an item it then allows me to add it to order. When placing the order it tells me there’s a problem placing the order. I do it again without changing anything and it works. Great food and service but an app that doesn’t live up to the Shake Shack experience.

Impossible to order food app glitch. Love the food but terrible app. To order, it requires you to either sign in or make an account. I already have an account that I’ve been using but I forgot the password. Upon clicking forgot password, no reset email was ever sent, no matter how many times I tried to resend the reset email, closed and reopened the app, etc. This means it was impossible to order food because I could not log in without making an entirely new Shake Shack account, which defeated the whole purpose of actually making an account in the first place. Altogether huge waste of time and actually much easier to just order on a web browser and not be required to sign in to order.

Works flawlessly. Would like to some new features. The app works flawlessly. Apple Pay is also available. It would be great if location can be saved with your account. Today, you have to type your address each time. Secondly, it would be great if I could reorder from historical orders and then change the order slightly. Today, you can only click add on suggestions. For example, reorder from history and then add a different burger. Or add additional burgers.

History problem. The app will not let you check out when you order from history. I have to re-enter the order completely before The Apple allow me to check out. It also does not save my credit card information so I have to re-enter that also please. This seems to be a fairly recent problem please correct

Very Rare I Rate This Shake Shack Location so Low. I placed a pre-order for a 3:45 pm pick up. I arrived at 3:44 pm and it took a few minutes for someone to notice me holding my phone to show I came to pickup an online order. Once I was noticed it took a minute to get my food. Upon returning to the car, my hungry hubby started eating the fries, which were not hot as we are normally served. Later he bit into his Smoke Shack burger to discover the bacon was burnt. This is a rarity for this location, which we have visited at least 15 times just this summer. We usually go in the evening or the weekend, but never late afternoon. We’ll chalk this experience up as a “fluke” and will see what happens on the next visit.

Happily satisfied customer!. The Manager Andrew and the staff working with him are incredibly professional and courteous. I have been going to the 200 Broadway location for over a year and only had one order malfunction and he made sure that my orders are always tailored to my liking right down to how I prefer my burgers to be packed for my travel home after leaving my late night job.

Close to giving up on this app!. I love Shake Shack but their app? Not so much. The first time I ordered on it, it was fine. The second time it told me my email was incorrect, which is weird because I’ve gotten emails from them and I know my email address! Then I called the store to see if I could order over the phone and/or if they could help me with the app. When the manager finally called me back he apologized and advised me to delete the app and start over. Oh. And you can’t order over the phone. So I deleted the app and reinstalled it but now, after having placed my order, the little icon just keeps spinning. It’s just not working out Shake Shack! Oh well, guess I’ll be headed to the Habit today.

Terrible in store experience. App looks good, but if you can’t execute on customer service then what’s the point. In the middle of ordering the pickup time got pushed ahead, so far ahead that I would certainly arrive before the 28 minutes from then. I arrived with about 17 minutes before my order was to be picked up. There was NO line, so they weren’t busy. I asked if they could start on my order.. she said no, they don’t receive the orders until 10 minutes before the pickup time. So there I wait on a slow night, for 17 minutes to get my order. You guys need a better system, one that would allow me to either submit sooner or allow cashiers to manually send the orders to the kitchen. Terrible.