DO NOT ORDER FROM HERE ON DOOR DASH. Twice now, my office lunch order has been cancelled. All Door Dash says is they can't connect with them or that they proactively cancelled the order because they didn't have something someone ordered, which is fucking ridiculous. Why don't you try CONTACTING US so we can change the item instead of letting people GO HUNGRY AT LUNCH?! Asinine. Never patronizing this place with our $100+ lunch order. read more

Saw someone refill there water bottle totally contaminating the spout.... But the food is not even great. Got cheese fries because if they can't get that right then there is no hope and yup cheese fries sucked. Just go to in n out. Cheaper, better, cleaner read more

If I could give it a negative 10 I would. These employees taking orders are terrible... if you DO NOT TIP TGHEM THEY HOLD YOUR FOOD HOSTAGE. Couple of people waited with kids and the employees didn't care - finally after 20 mins they acted like " oh - this is your food' When I saw that I asked the employee if my food was there too--- he' just said here! And gave me my bag Didn't even ask for my name or anything - he knew exactly who I was and what my order was read more

The customer service is abysmal because of the manager of the location. I believe his name is Herb. You'll know him because he's aggressive and rude and wears a bandana like he's auditioning for Sons of Anarchy. I go to the counter with a person ahead of me. Literally, no one in line. He takes the person's order. Then, decides to make me wait while he hunts around for giving orders that are on the counter. I should have left at this early sign. How would I know he would be gone five minutes? Making the line grow to at least fifteen people? So, he returns with this grin on his face. Like he's in charge. I mention, "Hey, why didn't you just take my order?" These are his responses: You should have told me that you wanted me to take your order. You could have ordered on the screen. We're busy and short-handed. Yeah, I could go on with his snarky comments and attitude. The point is this manager has no idea what customer service means. We have eaten here many times before. This place has taken a severe turn for the worse. The people behind the counter work hard, try to help, and are very polite. Based on the obvious body language, nobody likes this manager. They can whisper about how other locations operate like a team and even a family. We know. But, this location is the victim of the manager who was making a mockery of customer service. So, maybe 20 people are in line. Overloading the poor cook in back. The manager is not sorry. He got my order wrong! After all that! Was it worth returning to "speak" to him? Nope. So, avoid this location until things change. Unless you want terrible customer service, an overpriced burger, and sloppy food. The manager just doesn't care. He will be rude. You will give them your money. You will be disappointed. Awful experience. I feel really sorry for the people who work under this manager. They look really unhappy too. read more

Consistently good flavor, quality and service with friendly staff and clean restrooms!

Thank you to the entire team this afternoon on fulling our large order. Everyone we encountered was friendly. They we all in sync. The was clean and the food was great as away. read more

Overrated overrated Overrated greasy heavy burger don't understand what's the hipe in n out by far a better/fresher product first and last Visit read more

Where to begin?? Don't waste your time here- you'd be better off driving through In n Out- or ANY other burger joint. This place leaves so much to be desired. While the hamburger itself was OOOKKK (it would have been GOOD, but we had to wait TWENTY minutes to get our cheeseburgers. They.we're.cold. ). WHERE is the LETTUCE/TOMATO/Shake Sauce we SPECIFICALLY asked for???? So then I need to go back and BEG the MANY girls working, to PLEASE give me your time to ask me what I need. The customer service was NOT impressive. I would have preferred to drive through a McDonalds. I parked and walked in, for THIS???? So I explain the situation- reviewing what we ordered and the PRINTED receipt showing that I had specifically asked for lettuce/tomato- and how we need lettuce/tomato/Shake Sauce, x 2, (it didn't come with our very plain burgers) and it was like a delayed reaction, like I needed to wake her up. She had to like process what I was saying. She brings me ONE dingy packet in paper of lettuce and tomato. Ok.....can I get 1 more??? There's two of us. She gathers 2 other workers to have a huddle about my request. ‍ like???? It was actually bizarre. There were like 10 people working, at 11:30/12, for like 5 of us customers and it was concerning how the workers moved.very.very.slow. We agreed we will.not.be.back. And Ryan, the manager or whatever, I'm not interested in trying to "work it out". Just FIX it for your future customers. They deserve way better. read more

Great staff at this location super sweet and thoughtful! If you're in for a salty fast burger made with loving care and a side of milkshake. you're in the right place! We took the whole team there after the victory, and it was smiles all around! Thanks so much Santa Monica location will be back next time we take state championship! read more

My wife and I both got sick hours after eating here today. Had to be the burger or the lettuce on the burger. I should have known when I picked up the food. The place is filthy. read more

Great food. Great service. Great location and parking. The staff is exceptional and professional. They got it right for Santa Monica. Dine indoors, simi-outdoors Hawaiian style, outside or curbside pickup. Order from the app. Great place to eat lunch, or after church, or work, or anytime! Family friendly. A big thanks to the fantastic management team who welcomed us as local residents, and as local business owners, and as Santa Monica Chamber of Commerce members. I'm telling all my friends to "Shake Shack" in Santa Monica as soon as they can! read more

Shake Shack Santa Monica - Thank you Kay for your hospitality and friendly smile! - Burgers Near Me - Santa Monica, California

It truly is horrible. Danny Myers would roll over and close this place. I had to get a gf bun. Staff has no idea what vegan is yet they are very nice, especially Phoebe who cleaned up some problems. Dirty everywhere. Gross read more

Shake Shack Santa Monica - Dirty - Burgers Near Me - Santa Monica, California

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Took over 30 minutes for two burgers and one shake! Staff are rude and disrespectful ! Management is completely incompetent and doesn't know how to handle anything ..... Update: get this: they gave my order to the wrong customer. Took them 25 minutes to realize this! They were messing with me! read more

I liked the location. Parking wasn't too difficult to find. Great burgers per usual, I tried their new spicy bacon burger and added Roadside onions. Pretty good spice level but if you're sensitive to spice I would not do it. It's also one of my seven year olds favorite places so win-win for me read more

Shake Shack Santa Monica - Spicy bacon burger - Burgers Near Me - Santa Monica, California

I was standing here five minutes before anybody even spoke to me and it was to let me know that the order-yourself-kiosk wasn't working, no one seemed inclined to take my order, so I just left. read more

First time in a Shake Shack. Last time in a Shake Shack. Seriously one of the worst burgers & fries I have had. Albeit I'm not a fast food connoisseur, at least In-n-out is delicious in comparison. This isn't on this location per se, as service was great. The food is just shit! read more

Reminding myself to never come here again. Always thought shake shack was very mid - but I live 5 mins away and was starving so thought I'd give it one more try. The price increase is madness, $19 for a single cheeseburger, fries and a small coke? The single cheeseburger is literally 3-4 BITES - yes I mean bites - of low quality meat. They should honestly face a class action lawsuit for this thievery. I don't understand how this franchise has survived in LA, it's all a scam. read more

It's a beautiful pace but staff is sow it's kinda fast food pace the cashier so sow ad pace wasn't busy she just has no sense of urgency we are hungry her the they have nerve to as for a tip hahaha read more

Shake Shack Santa Monica - a view of the counter area - Burgers Near Me - Santa Monica, California

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First time, last time. Overall food was good, but the repeated pressure to key in a tip when paying was enough to turn me off from ever going again. What a joke. read more

Shake Shack in Santa Monica is pretty good if you like fried burgers a step above the fast food version. It's a clean store and the staff seems pretty cool. The woman at the register was nice and accommodating, in spite of a sudden rush of people. They have GF buns - a plus. Here's why I took 2 stars away - the customers were like a bunch of derelicts barely wearing their masks, crowding around everyone, with no clue. It inevitably sucks for the management but it needs to be mitigated b/c GTF away from me, I don't want your stinking Omicron. Secondly, Shake Shack does a tricky little thing on their self-order tablet. We got a double Shack Burger, first item on menu, but asked for no sauce or cheese. Evidently there's a "hamburger" on the menu at the very bottom of the list, a buck or two cheaper (which is essentially a Shake Burger w/o cheese or sauce - and probably better toppings) but who knew. Novice mistake, but scrappy on SS corp. And the lettuce/tomato on our cheeseless, sauceless Shack burger was so slight and lame, we took a pix of it and laughed all night about our faux pas. Fries are pretty good though. If I go back, i'll order the double "HAMBURGER" and probably try the frozen custard - b/c well, that's fun. But I'll go when there's less people b/c the clientele needs to detox their noggins. read more

Shake Shack Santa Monica - It actually looks way better in the pix - those tomatoes are tiny and the lettuce...um...ok. - Burgers Near Me - Santa Monica, California

We arrived at 11am, opening time, and were the third customer of the day, and they were already out of their advertised shake flavor of the month, as well as their cheese fries. We were accordingly disappointed at the poor management and planning on their part. Their burger is good, but it doesn't compare to In N Out or Five Guys, and it's way more expensive. Fries were also good, but the missing cheese topping, which they're know for, was a big negative. Will not be back, as there are too many other good options in Santa Monica. read more

Don't even bother with curbside pickup - you'll need to get out of your car to pick it up since they will take forever to get it. I ordered twice, and both times, I waited more than 10 min. I had to get out of my car to get my cold food. I'm sure food is great when you dine in, but takeout is the worst. read more

This place is amazing and the service was great! My first time ordering at this place and the food is delicious. I had the hamburger ! The drink menu looks so delicious. Next time when I'm around alone, I'm thinking of buying the combo. Your staff are awesome read more

You had ONE JOB: Give me the Bacon Cheeseburger my wife asked me to bring home (as shown on the receipt you gave me). Got home, my wife eagerly opened the bag -- no bacon. You people really DGAF, do you. FAIL. read more

Nobody's answering the phone. Ever! I'm directed to the app that never works as well, next to a manager that doesn't answer the call. This has happened multiple times. I guess you guys don't need new customers? If staff is overwhelmed, hire more people. I'm sure I'm not the only one that's experienced this. read more

Have come back several times and happy to say they have improved a lot! Just as good as the century city location.

Shake shack bathroom. Like getting punched in the face with a well used urinal. I mean it's Saturday morning at 1130. Do they just not clean AT ALL?? read more

Great, attentive service matched with great, quick service food. Everything's a little more premium in price, but does at least match a more premium taste. read more

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Decent place. Came here some time ago while doing doordash deliveries and checking out the software engineering technology hub at the beach. Good food for the quick lunch meals. read more

The food is always kinda cold and they ever bring my food from kitchen to window so it's always 10 minutes of sitting before I get our food. Every time, I have to call the main phone number, click for an associate to bring the now luke warm food from the kitchen to the window. I'm outside by window for 15-20 minutes and food is inside but no text to me or opening window for me so I know the food is sitting. read more

The restaurant itself is very clean and organized. Most of the workers will make an effort to please their guest. Except for today, I ordered my food and the young lady at the counter did an amazing job with taking my order. Only thing is the younger African American woman in the kitchen making my sandwich gave me attitude because she messed up on my order. I asked nicely for it to be corrected and she still somehow messed it up and still gave me an attitude. Because of her stank attitude and poor customer service skills I will not be a returning customer!!! read more

Has a good vegetarian burger. Can't go wrong with curly fries, strawberry shake and chocolate frozen custard. It's got pretty good ambiance too! read more

BAD SERVICE. I tried ordering from the touch screen but it had a delay and it was taking too long to load. Then I saw the cashier was free so I asked if she could take my order. Clearly she did not want to work since she started rolling her eyes at me and continued taking my order with a rude attitude so I had to ask "Hey are you mad??? What's wrong with you??" And she said "It's not my fault the machine didn't work." .... Then I said "im gonna use apple Pay" and she was rude pointing her nail at the machine saying in a loud tone "TYPE HERE" and then THREW the table number to me. I had to tell her to relax and calm down. Why did this have to happen?? It doesn't make any sense the cashier getting angry for taking an order if she was free. Then she THREW the burger tray to my table!!! Excuse me but what did I do??? I really want to know if this was because of the machine or a racist attitude for me being latina? Because it really doesn't make any sense this treatment when all I did was ordering in person. DO NOT COME TO THIS LOCATION. Instead go to the Marina del Rey location where all employees and manager are nice and respectful. Santa Monica location is definitely a red flag. read more

The place was filthy. The front entrance needs to be pressure washed it was so gross, the windows and glass doors were smudged, tables needed to be cleaned - we had to clean ours before we could sit down. The hamburger was so wilted, mealy and flavorless it was insulting and a waste of money. The spicy fries were just flavored with dry overly hot chili powder instead of salt - terrible! Do yourself a favor and skip this place. read more

Burgers are fantastic however the drinks are watered down. For example the so called lemonade taste as if they use half a teaspoon of some generic lemonade powered mix then topped off the cup with ice with just enough water to mix it. They need call it lemon mix drink not lemonade!!! read more

Awesome all-around! I was a little early for an audition nearby so I thought I'd pop in and grab a small bite. The staff is outstanding! It's clean, spacious, kid-friendly, and hits the spot. I had to rush out and the staff held my order until after my audition. They even wished me luck in the kindest ways! I spoke with the manager Jerry, complimenting the business for doing so many things right and for hiring such an awesome staff. Needless to say, my first time experience was absolutely wonderful. I'll definitely be back when I'm in Santa Monica! read more

Great fast food, I loved the avocado burger. Good service. Very clean and friendly workers

Yaya helped us at the counter. Burgers were really good. Will come back. It was very busy on a weeknight. The to go system runs smooth. Burgers come out faster than other restaurants in the area. read more

Had lunch here today with my 2 year old and a couple of friends. The staff are extremely friendly and the place was super clean. Lots of indoor and outdoor seating available. Pickup window is outside so you don't have a bunch of people waiting around inside which is really nice. Free parking in the back. Food was nice and fresh. Will return for sure. Shout out to Celeste who was super nice and helpful. Thank you for answering all my questions about the food and lemonades available. read more

After a long road trip , we went to the Shake shack for a late dinner. It was a very busy night for the restaurant. We did get outstanding service from Caleb, Kaylee and the manager Jerry. Great job and thank you read more