Shake Shack

My wife and I have loved Shake Shack since coming to Utah, however this location has gone downhill in customer service since opening. I don’t know how often the management has changed there but we have had poor experiences on multiple occasions. We always would ask for our burgers to be well done, often times they are not. They are still slightly pink and when we spoke to a manager about it she said, and I quote word for word, “well that’s how I like my burgers. I don’t see anything wrong.” No apology no we will make it up to you, no let me get you a coupon or something for your troubles. The next issue we had was we ordered for curbside and after 30 minutes of waiting after arriving (not including the 10 minutes from when we ordered prior to arriving through the app) we still had no food. We spoke multiple times with employees and finally only after going in did we get our order. After starting to eat said order it was ALL cold. The third and most recent was similar where we ordered to go inside with a “we will text you when it’s ready, please wait in your car. And after 20 minutes still no food so we go in and sitting on the table is our order and when asked if we could get more Shack sauce the employee acted perturbed that I was asking. Once again we get in the car to start ordering and what would you know, the food is cold. Now after our third bad experience we just ate the food knowing that management doesn’t care and would not take of us.nnLove the food, but the service and management will make us not return to this location.

Curbside pickup, I thought it was average but will try again

Not sure about the current rating, cause this place is straight fire. Burgers are top quality (nothing quite like a shack stack) and the shakes are unrivaled. On top of this, the staff is refreshingly helpful for such a busy place. I had an order mix up and Angel, the store manager, was awesome in fixing the issue. Definitely will be back!

Update from my last post. Tonight wasn’t great. We understand it gets busy, but staff should still treat my wife with respect when she is trying to see when our order would be ready. Food is still great, but with the level of service being given, it makes us not to want to come back to this location.

I've been to the Sandy location of Shake Shack twice now. Their burgers are delicious, but I'm not a fan of their crinkle cut fries. My kids reported that they loved the Cookies and Cream shakes. I will definitely be back for more burgers but will probably skip the fries next time. Happy to have this NY institution here in Utah!