I've been here twice so far. The first time was pretty uneventful; a great chicken sandwich and shake. The second time, the chicken sandwich wasn't as great and my fries were cold. I would give them another chance as I did have a positive experience. However while I was waiting for my food, a customer walked in with a dog that was shaking its fur, sniffing at the counter and obviously was not a service dog as the ADA describes, which means this is a heath code violation. At least 4 workers saw the dog and did nothing, which makes me wonder what else they let slip... read more

The food here is good , but the service is terrible. First of all the cashier rushed me through the order. Each Time I ordered an item she would interrupt me and say, "will that be it?" She wasn't helpful at all when we asked what kind of beer they have, she answered she did not know because she did not drink alcohol. She went further to say the beers are over there and pointed to the end of the counter. She could have easily said ' I don't know but let me ask!' When I decided to walk over to the beer, she rolled her eyes at me and said "will that be it?" I told her "no, if you knew your products a little better maybe I could go faster." After we finished ordering, our bill came to $70+. We gave her a $100 bill and she rolled her eyes and asked if we had a smaller bill. Seriously, you can't make change for $70 from a $100!? Foods great, but I could get better service from about a dozen other places. The food is pricey, so I expect better service. Don't waste your time here. read more

Since the first Shake Shack opened in LA, I feel that the In-N-Out versus Shake Shack debacle has only intensified as native Californians now feel like they have to weigh in and defend their precious West coast gem. Well I'm not so different. This wasn't my first time at a Shake Shack, but it was my first time at this location. Compared to the location in WeHo, it looks pretty similar: a lot of stainless steel and wood, grays and greens. But the dining area is significantly smaller with far fewer tables and some bar seating available. The bar seating faces the window and is right next to the line which is a bit awkward because I don't want people to stare at me when I'm eating. There's a bit of patio space dedicated to the restaurant, but there's also a food court and common tables available outside so it's totally okay to venture outside the restaurant. I wouldn't recommend coming to eat in on a rainy day though. When I came around 9 P.M. on a Saturday there was a small line, around a 5 minute wait. The food took maybe another 10 minutes. Seeing as the location is on top of a mall, I can only imagine how the crowd would be during the day. Thankfully the stores close at 9 while Shake Shack closes at 10 so maybe I hit the optimal time. This time around they were running a limited edition menu featuring barbecue. I got the BBQ ShackMeister which was a double cheeseburger with crispy shallots and barbecue sauce. The lady working the cashier told me it was a lot of food, but I was really hungry because I only ate two bananas that day so I ordered the fries too. This came out to around $13, about double the price of a a double-double and fries at In-N-Out. The burger patties were very meaty and crisp, reminiscent of a smash burger where you develop a nice brown crust on the patty for texture and flavor. The BBQ sauce was used conservatively, giving a nice coat to the patty but not smothering the patty and making everything soggy. I thought the shallots provided an additional sweetness which made it so they didn't need to put more BBQ sauce. For what it's worth, I've also tried the SmokeShack (bacon cheeseburger) and the Chick'n Shack before, both of which I've enjoyed. Of the three, I'd probably order the Chick'n Shack half the time; it's better than Chick-Fil-A. The fries were okay with their crispy outsides and tender insides. They weren't as crispy as I would have liked them to be though. Usually I get my fries "well done" at In-N-Out so that they're as crispy as you can get them. I've tried the cheese fries before and would rather just stick with fries because the cheese takes away the crispness. Standard condiments are available, but if you want you can ask for any of the sauces used on the burgers at the counter like BBQ or ranch. They were very generous with the amount of sauce! Just don't eat this outside on a cold day or your fries will chill quickly. Overall, I like this location because it's a ten minute walk for me, but I prefer the other location in WeHo because there's a free parking lot and there's way more seating. Oh, there's no parking validation available here so you'll have to pay up if you're here just for the food. It's $1/hour. As for whether it's better an In N Out, I have to say they are too different to compare. In-N-Out is a very "purist" restaurant: it literally makes only hamburgers, fries, and shakes. The craziest you get to is mixing three flavors in a shake, putting grilled onions AND chopped chilies on the burger, or having cheese on your fries. It refuses to alter its menu or experiment with new products. Seriously, the last time thing they added to the menu was milkshakes. 42 years ago. Shake Shack provides much more variety with chicken sandwiches, hot dogs, their custards, and the variety of hamburgers that they do, and they're willing to offer seasonal products. The great thing about going to In-N-Out is that I can walk in for a double-double and fries every time and I can literally get in and out quickly with a great meal. It's iconic but it's also a homey, familiar meal that you can go back for every time. But there are moments when you wish In-N-Out could do something more to spice up their menu which is something Shake Shack does well. read more

This place was kind of like a really expensive in n out. I love burger places but this one didn't feel worth the price at all. For the price of the sandwich fries should at least be included given the sandwich itself is pretty small and not super filling. read more

I was iffy about the pictures on here but their food is so good. I had a cheeseburger and fries and it was bomb. Definitely should try this place is you've never been. read more

I heard this place was very similar to Steak and Shake which is my favorite so I wanted to give it a try. While it did come close I wouldn't say it was better. I asked for grilled onions which were good but they put so many that it made my burger a slippery sloppy mess. I asked if they had Diet Coke and they said yes however, I'm pretty sure it was one of those in house crafted sodas which tasted nothing like Diet Coke. Not a bad place overall but not great. read more

What a delicious burger. You can taste the quality of the meat is not like typical burger joints. The fries were crispy but half were brown and overdone. The staff looks either overworked or annoyed at their jobs. Tables needed upkeep. Given the amount of traffic in this mall/store, hire additional staff to man the tables so patrons don't have to clean their own. read more

Rude employees. A meal cost more than in and out and at least the employees are happier to greet the customers. When I went they ran out of fries and Onion rings. How can you have a burger without fries. That's when you know they don't make fries fresh like in and out does. They ran out of the frozen fries they reheat in oil. read more

My boyfriend was trying to be sweet and order ahead for me but I got tied up with a client and was 45 min late to pick up my food. They informed me it sat too long and would need to remake it, 5 minutes. Completely my fault so I said that was fine. I think they forgot about me because I waited 15 minutes and asked about my order. One of the guys working the expo line seemed to have no idea about my order but eventually found it and gave it to me. I'm a little disappointed at this visit as I was being patient but I guess complaining and being rude gets more attention. read more

The small size drinks and cheap business model of having to wait for an employee to refill for you shows they are a cheap operation. That passes on to all their other items. They cut corners and that should concern us all. Stay away from this place as it is a rip-off. The habit is a much better burger and more food for much less. Let's put this ripoff out if business. read more

Have not been able to order yet. There are 11 people behind the counter doing stuff .... some working & most talking. Only one register is open & there are 9 customers behind us & 2 in front of us. read more

I had ordered some food from the Big Fat Pita for pick up. I stopped by during lunch and couldn't believe my eyes. I had to sop in for a burger (to go). Since this location had just opened and because of the construction going on, they weren't too busy and I was greeted with a big smile. The staff were very friendly and the burger tastes as good as the NY burger. Shake Shack, I will be back! read more

Who doesn't love Shake Shack? New location in the Century Mall was having some throughput problems, but the Double SmokeShack was on point. Maybe a little light on the sauce. 5 stars if you get me the same burger in under 20 minutes next time! Everyone was exceptionally friendly - top notch service for a burger joint. And if you didn't know... they have several beers on tap. read more

Go early to avoid a longer line on weekends. Friendly staff, get you in and out as efficiently as possible. Shack burger is a decent burger. Not too fatty, cheese on top, tomatoes, not overly saucy. Potato bun is sweet and heavy, eat a few bites, cause not sure about the bun and if the whole bun is worth the carbs. Chicken sandwich is good, a bit salty, but a decent alternative to the burger. The burger is the main attraction though. Crinkle fries are crispy and good with the ketchup. All in all a decent burger, fries and size is normal for people with regular appetites. read more

Took them 45 minutes to get my order. My buzzer wasn't working. No apology, just tried to blame it on me. Jerks. No customer service

Food and service was fine, but I was really grossed out when I saw one of the employees wiping/blowing her nose right behind the cash registers and in plain sight of the customers. Even worse, as I noticed this, another employee walked up to her and asked her if she was sick. She said yes, and then he said "yeah, me too". While I understand that people need to work and make money, ultimately its not fair to customers, who stand to get their illnesses - especially in an establishment where food is prepared and served. It's just common decency and respect. Management needs to do a better job of identifying these issues and sending their employees home if they will not voluntarily stay home. I will likely not return to this location. read more

Worst customer service. Got our order wrong twice and made it seem like nothing happened. Milkshakes were super watery. Only good thing here were the fries lol. read more

I've been obsessed with Shake Shack since it was only available in New York! This location is very busy and for the most part they are able to keep up. Sometimes the quality gets a little "sub-par" during lunch time, but I still enjoy going to this location! Great service as well! read more

Over priced and gross. I don't u understand the hype at all. The lines were long and it taste like a burger that I used to get a lunch in public school. I rather go to Wendy's and save myself 10 bucks. read more

Food is good, expensive, burgers are little,and fries are basic frozen fries ‍shakes are good though. Btw the cheese fries taste like... imagine you get the little cheese powder pouch from a mac and cheese box, make the cheese, then pour it on frozen fries from Walmart. Some of the fries were still cold:( this place is horrid read more

Worst service I've seen in a long time. We waited in line for at least 25 min, line wasn't that long and they used only one register when there's two more . A lot of employees were just standing around doing nothing. read more

This place is awful !!!!!!!!!!! They cater specifically to those who have no taste buds. This place wouldn't last 5 minutes in New York. They could learn a thing or two from Fatburger. read more

Only a couple times have I came here and every time it takes for ever to get my food, I tried peering through the app and I'm still waiting an additional 30 mins after they told me just a couple minutes. I can see my order sitting at the line....I received the notifications to come and get my order yet I'm still waiting. 6 people in the kitchen one guy putting food together and mine keeps on just sitting there. Being a manager of a restaurant I have never seen this before. Food is just sitting in the line. read more

Today they had their invitation only soft launch for employees of the Westfield mall and others. The food was free. We walked in without an invitation late in the afternoon and they politely explained to us the situation when we didn't have the evite to show them. We said we were just looking for a shake before we headed to Malibu. The manager was terrific! Invited us to join them and order food as well. She understood we would have a long trip! That's exceptional customer service! I hugged her. She got me! We will be back. The shakes were very pure and think. Not too sweet. The vanilla was great and the black & white was amazing - the chocolate echoed! The burger was perfect & juicy and all the toppings were fresh. We WILL be back, ROCK on Shake Shack!!! read more

It's okay had better burgers over priced I wouldn't recommend to go sorry not for me. If it was a good burger I would have no problem I paying for it read more

Wanted to like Shake Shake, but if you are wanting a cheeseburger, fries, and a drink, In N Out is way better and for a better price. There are so many other restaurants here that I would rather check out. Reasonable to try at least once to see if you like it though. read more

Just tried Shake Shack for the first time. The good hit the spot. Our favorite part was the great service by Roslyn. She was so kind and welcoming and went above and beyond. Wenappreciated her sincere suggestions-- they were great! read more

cashers are so mean, terrible service. Impossible to do that. Please change them... horrible

Delicious and great service. I want to give a particular shout out to Ryan, who helped me so much today as I navigated the busy and tight quarters with my two children and a double stroller. He offered help immediately, got us high chairs, drink refills and even offered to pick up my order so I didn't have to leave my young children alone. The food was good but Ryan elevated the entire experience to great! read more

This was my first experience at Shake shack; I had been told to try it out from my co-workers and friends. Very basic fast food; no seasoning in anything I tried: Shake chicken sand which; fries and a strawberry shake. Nothing special and I feel like I was overpaying because the place is one of the limited places to eat at this location. I think I will stick to other fast food options going forward. Shame didn't live up to the Shake shack hype. On top of all this I ended up being charged twice for my same order. I got to say it was either an unlucky day or wow was that bad customer service. read more

I really like the food here so I have no complaints about the food, but the service here is so slow and they never seem to utilize all the registers so the line gets really long. The last time I was here there was a long line and ONE register open so people were getting angry and complaining. I think this could be a great location if they could work on the speed of service. read more

Ehhhh....not at all what I expected. Food was mediocre and pricey. Looks nothing like what I've seen my friends post on IG and the Yelp pictures. I could've stay local and gotten a better burger for way less. And the cashier Ryan was rude. I ordered the double bacon cheese burger with mushrooms. They were out of bacon and mushrooms at 3 in the afternoon. It's not her fault the establishment ran out of certain items. But it's the cold mean way she delivered the new..."we're out of bacon"!!! "We're out of mushrooms too"!!! She was rude and unprofessional. "I apologize for the inconvenience". But we're out of those item at the moment. That could've been a better way to say it. The burger wasn't the best. My bun looked like it got smashed and the cheese taste like processed cheese. No lettuce and tomato on the burger. I'll give them a try again. Hopefully I'll have a different experience read more

Update : I really appreciated management reaching out to me offering me a $10 gift card for next visit to have a better experience. However, it honestly didn't help my impression, sad to say. I ordered Same shake shack burger as last time but thought maybe I should have the full experience and get fries and custard for cheat day. The burger is average. Def more meat than in-n-out size wise but half the flavor. I ordered the bacon cheese fries to go and they said sauce would be on the side but after a long wait it was frustrating to see everything on top for the drive home! Barely any cheese on the fries and too much BBQ sauce when I wanted to manage the ratio. Ruined it for me. And taste like freezer Fries. Doesn't taste fresh. They also didn't throw In special sauce I requested- service is slow and sloppy. On top of everything it's wayyyyy too overpriced for what you get! Double burger, topped fries, and a small mini custard was $18!!! Only $8 after the coupon but still! In-n-out would be under $10 for everything and way more delicious. I'm not a believer. Disappointed for the second time. Sorry read more

Shake Shack Century City Mall - 2nd Floor - Yuck! Taste like freezer fries! They didn't put sauce on side per request and barely any cheese . - Fast Food Near Me - Los Angeles, California

Was so excited to try Shake Shack, but maybe it got a bit overhyped... or maybe it was just this location? The burgers were so small and salty. I visited the Las Vegas location later and it tasted much better so I'm not sure if it was just this place overcooking and salting their food or I just wasn't feeling it the first time. I never craved this place again unlike In n Out, so in my book, In n Out is still top of my fast food list. read more

I was so excited to visit this restaurant, I ordered a chick n' shack and I was so bummed out when my food was ready because the size on that sandwich/burger was tiny me & my boyfriend were anxious to try the chili cheese fries and they were out of chili?????? The girl taking my order was nice food was good just very small portions which was pretty sad because the food is not cheap. Don't recommend coming here if you're on an empty stomach, this is more of a lunch snack lol. read more

I love this place! I have a very strict medical diet and Moises was absolutely AMAZING!!! He took the time to listen to everything I said and he made sure my meal was cooked separately and he even told me that he is here to make sure that I am treated with respect. Moises made my whole night... Thank you Shake Shack for having Moises on your team!!! read more

My boyfriend got sever diarrhea after eating their burger.they are busy and huge violations of health code going on their kitchen. Never eat there.they don't care for their quality and sale is their concern . Really bad burger ,they used to be good but not anymore.their burger equals diarrhea and food poisoning read more

The cheeseburgers, shroom burger and hot dog are good but the size is small (for the burgers) for the price. You get a good amount of fries and they are good. But, the service here is terrible and not friendly. Seems like employees are not happy. Ran out of utensils and when asked about it said "we ran out" instead of trying to make an effort. The ketchup containers weren't working and probably didn't have enough in it. The booths are comfortable. They do have water station. I wouldn't come back to this location. read more

Let me get straight to the point. The food was OK, but my son's burger was raw in the middle. The service was ABSOLUTELY terrible. Everyone had a bad attitude; the lady at the front desk was very rude and rolled her eyes every time we said something. She had her gloves on, then coughed in them, then touched all of the rest of the items. My daughters shake wasn't even full and didn't have whipped cream. When my son was in line to get the food when the buzzer went off, they were in line for about ten minutes just waiting for the food, they then asked the lady who to get the food from. She said that she was doing deliveries, so he asked if she could just tell him where to get the food really quick, and she continued to tell us that she was just doing deliveries. I will never be back to this dump. read more

Good food and relatively fast service. I had a cheeseburger with Swiss cheese (an undisclosed $.50 extra), fries and an Arnold Palmer. Everything was good, but the tab was $13.54. And while the service was relatively good for a made-to-order meal, my colleague went to Chick-Fil-A and was done 5 minutes earlier. Mall parking, $1 for first hour. Plenty of spaces, but you will drive around a bit. read more