Shake Shack

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.

Shake Shack is a restaurant I like a lot - it's walking distance from where I live and the food is good. I prefer ordering ahead because it is a lot faster, and I have pretty bad agoraphobia. Crowds REALLY stress me out. The age of mobile ordering has been a blessing for my busy schedule and my dislike of public places. The majority of my time using the app, I haven't had any problems whatsoever - up until recently. I tried placing an order where the wireless connection was poor (this one is on me) and, to little surprise, it didn't go through. I didn't mind much, as it was a rather predictable outcome. The issue arises when I tried to place an order afterwards. For whatever reason, the order would not get through. I improved my internet connection, restarted my phone, uninstalled and reinstalled the app multiple times, re-entered my payment information, and even disabled and created a new account to try and fix the problem - nothing worked. It wasn't until I got a new phone when I was able to place orders again. The app was working fine until - yet again - I made an order in a place with subpar internet connection and it didn't go through. Even after I got a stronger connection, I ran into the same problem. As much as I like Shake Shack, I don't want to factory reset my phone or purchase a new one any time i want food that costs less than $20. Outside of this, the app works fine and I like everything about it! Hopefully this issue will be worked out soon - I enjoy the food and have had pleasant experiences otherwise, and I don't want to have to jump through so many hoops to get a good meal!

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!