App Profile: Shake Shack

Vickie MJ

Rating: 2/5

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!

kbens3

Rating: 3/5

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.

Paying Cudtomer

Rating: 5/5

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!