So I've been here twice. The first time was amazing and the food was exceptional. Tonight, my Daughter and I went there and what a pathetic excuse for a restaurant. We had a 30 minute wait as they are understaffed or don't know how to run a restaurant. We spent x3 the cost of an average meal and the cheeseburgers were so over cooked and cold...I threw mine away. This place is good during off hours but don't waste your time if they are busy. I won't be back...ever. read more

Great and fresh burger and fries. The burger comes out looking like the picture. No one else does that!

Real shame. The food (particularly burgers) is always great. Tonight was not exception. Burgers were great. However, this restaurant is ALWAYS dirty and unkept. Trash all over the floor, tables haven't been wiped, trash cans over flowing. Also they have plenty of workers but always seem disorganized. Fries are usually very good but tonight, the fries were cold, soggy and undercooked (as in cold in the middle). Would love to frequent shake shake more but it's not a pleasant experience. We keep trying but it's always a disappointing experience. Too many other great restaurants in Franklin and cool springs so why come here? I think y'all can do better. Just make it a priority to keep things clean! read more

Used to live in NYC, and having this in Franklin is so great! Best burgers and cheese fries!!

the beef was raw.the service was great tho. it was clean :/ and gave and some things wrong worst place i been in my whole life and in all america read more

The people who work here are the best part of the experience. Pleasant, helpful, and just nice. The burgers are not worth the hype. Cooked medium which is not something we like. They were ok. No worse, nor better than a fast food burger. No condiments come on the regular burgers, but there is Mayo, ketchup and mustard in help-yourself bins on the counter. I don't do shakes but my son said it was good, just very thick. Needed a spoon. 4 people ate for $60. That's too much for an order and seat yourself place. read more

Although the meat was well seasoned, my single burger looked like it had been sat on. The tomato was barely there and whatever the greens on it that was supposed to be lettuce were wilted and hard to find. The fries tasted like they came out of a frozen French fry bag from the market. I will not be going back. read more

Just not good for the money. Strawberry shake was good though so the 1 star is fair. Somehow even Hardee's has better burgers.

This Franklin location is not good! The one in Green Hills in Nashville is 100x better! Plus, I noticed this burger chain's hamburger is smaller for what you pay comparing it to other higher end hamburgers in the area. I was excited when it opened because I just moved here and my apartment is in walking distance. In and Out Burger in California blows this place away! read more

The food was sub-par and over priced. The Shake Shack Burger is very small, was over cooked and the bun was soggy. The fries with cheese sauce was cold and stuck together in a clump. I won't be back. read more

I love ordering on an iPad. Shake Shack has some of the best burgers in town! I don't always want to interact with people, so I'm happy that shake shack doesn't force me to do that. It's a little pricey, but I think it's worth it. read more

They charged me $52 for my $26 order. I paid then immediately noticed it was wrong and asked them to refund me the double payment. They clearly had no idea what to do and fumbled with the computer for a few minutes and then said they had done it and it would be refunded in a couple business days. I knew it wouldn't but gave them the benefit of the doubt and walked away. No refund ever hit my account. I have called and left multiple voicemails at the restaurant but not a single person has ever called me back. Terrible customer service and average food. No thanks. **Update: over a month later and dozens on unanswered calls later I went to the location to ask in person for this to be fixed. Nobody was at the register even taking orders. I stood for almost 10 minutes before the manger asked if I wanted to order something --- insane. I explained my issue and she said she'd email me with a solution. She emailed me today and said because it's been more than 7 days that she can't help and to contact my bank. WTF it's been more than 7 days because of they ignored me for over a month! This place is terrible! read more

Do not go here my Order was completely wrong when I got it. I ordered a mushroom burger and got a chicken sandwich and ordered a margarita drink got something totally different I would have addressed this when I was in the restaurant but my husband was waiting in his truck for thirty minutes so I had to go also I didn't realize the burger was chicken until I got in the truck. Called management but no one answered had to leave a voicemail. Interesting though while I was waiting the in the restaurant management was sitting at a table doing who knows what but obviously not managing their employees. read more

Paid $30 for a snack. The flavor was good for the burger and chicken sandwich but the size was equivalent to a McDonald's burger from the $1 menu. Also, the bacon cheese fries tasted like your basic crinkle cut fries with Velveeta on them. You could make it at home better and WAY cheaper! read more

I was so happy when I heard a Shake Shack was opening in Franklin! The Green Hills location is so disappointing. This one reminds me of the Chicago and DC locations. We took advantage of the online ordering which is awesome because you just walk up to a window on your time slot. Our burgers, fries and shakes were really good! The parking lot is small but there's a garage nearby that also says shake shack parking. read more

Dried out desiccated crunchy burgers, out of bag fries, order wrong, rude manager. Don't understand the hype won't be back don't waste your money. I have had better burgers at McDonalds. Doesn't hold a candle to 5 Guys. read more

Gross, tiny burgers as you might expect from a hospital cafeteria nearly takes the spotlight from the poor service and long wait times. Go to Five Guys instead. read more

We got a kids hot dog, 1 fry, 1 cheese fry and two shack stack, vanilla shake. We came early to avoid the lines so from food order to receiving the order was under 15 mins which is not bad at all. The hot dog was a regular hot dog, sadly the bun was split all the way through on both sides so my little one just ate the bun. Both sets of fries had no salt and were not hot nor cold. You could tell they make them and then sit under the heat lamps. That is a shame. The cheese on the fries is definitely different, not quite cheesy but not as plastically as say a nacho cheese sauce. I do absolutely love curl fries but these need to be hot served especially when dining in. Next time I think I will ask for fresh ones right off the bat. Now the burgers.... The smash patties are great, crispy, juicy and just missing a little salt or sadly described as bland. Mushroom cheese thing on top is quite yummy but since they are frozen the mushroom takes on some water and makes the burger a little soggy. Overall the meal was good and if my son wants to try it we will come back otherwise onto the next burger joint looking for the best burger in Franklin. I think many people are super excited for this place and the lines are crazy. Congrats on your much success read more

The food tasted good. The servings,however, were very small and pricey, with the exception of the fries. They did not have a lot of things that were listed on the menu, so we had to settle and probably won't be back. read more

Best service ever food was amazing lady with red hair and green glasses wasn't able to get her name but she very sweet and I always have best experience at shake shack bc of how quick and delicious their food is. read more

Worse hamburger joint in Franklin! First time I've been there and they screwed up my order. Fries were cold and soggy. Ordered a hamburger with pickle and onion. Got a plain burger. Ordered chicken bites, no chicken bites! It was to go so of course I didn't know until I drove away that the whole order was screwed up! Turn around and went back. Had to explain the order twice to two different people. The place was practically empty. It was 8:00 pm on New Years. There were at least 6 employees standing around doing nothing! Manager said she'd fix it and refund my Apple Pay but would take up to 2 weeks. I get another order like in 3 minutes. The burger looked done, smelled raw and tasted like it! The chicken bites were old and greasy. The only thing that was hot was the fries and I've had better at Culver's! No onion or pickle. Just another plain hamburger and no sauce this time, UGH!!! I will never go there again. $15.00 worth of garbage!!! And that's where the whole bag ended up, IN THE GARBAGE!!! read more

This new location falls well below the standards of other Shake Shacks I have visited. Our food was cold & greasy, service was slow and employees were inattentive to simple requests, like "where May I get a cup of tap water?" The electronic kiosks were NOT user friendly and the numerous employees behind the counter did not seem to want to help us place our order. Food quality is the main reason my friends and I will not return. I know you can do better, Shake Shack! Guess we will have to return to the Nashville Green Hills location 20 miles away. So sad. read more

If you want to be overpay for a small burger prepared by uncaring employees in a place where the chairs are all super wobbly and the booths are hard wood and uncomfortable, this is the place for you! Walking in through a door where the new concrete was already black from grease should be a warning about the cleanliness inside. Nope, not for me. Too many better options in area. I don't get all the hype about how they are the best on the east coast. I doubt they'll ever be rated the best in Franklin, Tennessee. read more

Totally disorganized operation. Not enough people preparing orders for delivery out the window.

The food is above average. It also isnt particularly clean. I would recommend Mooyah or Five Guys if you're looking for similar type food at this price point. read more

Burgers tasted great just too expensive for what we got. Fries are just average. Not good for a family of four budget. For almost 50 bucks I think there should be a waitress or something. Got the text to go to the counter cause my order was ready but it wasn't. So stood there awkwardly waiting for someone to interact with me. Probably won't be back just cost wise alone. read more

Most inefficient ordering system. Took about 30min to get food. Fries were cold by the time I got it. Mediocre at best.

I honestly don't see why so many people have gave this place such awful reviews. I walked in and ordered, had my food in like 5 minutes, and then drove 15 minutes to my house before I ate and it still tasted great. Give it a try for yourself before allowing all the reviews to steer you away. read more

the fries could've been warmer but they were good. The oreo funnel cake shake was awesome! burgers were kinda small but tasted amazing. and service was good and fast. read more

Tiny little overcooked and overpriced hockey puck burgers. Ridiculously complicated kiosk ordering system. Similar to five guys without the redeeming quality of decent fries. Kid with greasy mullet needs a hair net. Save your money and go to Hardees. Won't be back. read more

Went for a late lunch (3:35 pm) empty dining room except for 2 SS employees eating. There were 2 pick/app orders in the window waiting to be picked up. Went to register to order, was ask by the employee if I was paying by cash or card. Replied card. Was informed by employee that "His manager said registers are for cash only, You have to use the kiosk." Looked at the kiosks, very dirty. (Wasn't gonna touch that!!) Turned around and walked out. Evidently, this seems to be a common issue with this location. Bottom line, no customer service. Will not go back, too many other great places in Cool Springs! read more

We have eaten twice at Shake Shack the hamburgers are good and the milk shakes too . BUT the fries have been cold every time !!!!!!

I had a mobile order and the food wasn't ready until long past when I was told it would be. They left out a few items from our order and I called to let them know and left two messages and never heard back. Been here a couple times and customer service is poor, which is a bummer since I was so excited for it to open up. read more

Went for lunch today. Ordered at a kiosk...$16 for a burger, shake, and fries at a fast food restaurant. Burger was so-so for a flat top grill. Shake came from a freezer and looked/tasted like a Wendy's Frosty. Could have done better and cheaper at Culver's or Steak and Shake. No one ever bothered to say thank you. Waited about 15 minutes at 2 pm, and it wasn't super crowded. Parking was terrible. We definitely won't go back. read more

I will say the burger was delicious. Overpriced for a small burger that does not come with fries. The service was soooooo slow. There are not enough menu items to hold my interest in this place. I will say the burger was delicious, but I will not return read more

My car was stuck in the snow the other day and a off-duty shack team member helped me push it free. Believe his name was Parker? Anyways, great team and great food read more

Waited over an hour to get our food. Then it wasn't even hot. Lots of fries and burgers just sitting under heat lamp. They definitely need a different system or I wouldn't step foot in this place, again. read more

We were first-timers and over all pretty good experience. The food was great and service was good. I do think it's a little pricey though. Employees seem a little out of control and unprofessional when working. We will be back read more

We stopped in for the first time this afternoon. Unfortunately, both the service and food were underwhelming. Starting with the non-existent greeting when we walked through the door and getting a look of bother from the cashier, our expectations immediately dropped. After grudgingly taking our order and flipping the card swipe around so we could enter a tip (for being willing to take our money, I suppose) the young lady turned and walked away. No gratitude, no 'that will be just a moment'. Just more of a - 'yawn...wish these people would quit bothering me...' attitude. Then, ten minutes later one of seven (no exaggeration) employees standing behind the counter holding up the fixtures yells out our name to come get our food. Wow! So sorry we troubled you, were a nuisance, and tipped you for the privilege of trying out your unremarkable, ill-tempered restaurant. We won't make that mistake again. read more

I've never written a review before...but I've also never had such a bad dining experience. I get it, it's a new place. Lots of new employees learning the ropes BUT, y'all, it's bad. I shoulda known when the gentleman in front of me brought his fries up saying they were 'cold'. I watched an employee touch (with her gloves on, mind you) all of the trays of fries to see if they were warm. Finally she asked for fresh fries. When I got my order, I did the same: asked for fresh fries since ours had been sitting on the counter for a while. When we cut into our mushroom burger, we found it was cold inside. When we took it up front, we were told they would make a new one...and then they forgot. 15 minutes later, no new burger. When we went inside to get a refund, that took an additional 15 minutes as they tried to tell us they could make us a new burger in 3 minutes. We just wanted to leave at that point. The place was surrounded by unhappy customers who all seemed to be experiencing the same level of poor service. While the servers were friendly, they just didn't seem to have a strong leader or manager. It was a mess. Like I said, I do hope this place gets it together and makes it. As it stands, I don't think they'll have very many return customers. Go with plenty of patience and a mildly hungry tummy. read more