Overpriced and Underwhelming Shake Shack advertises itself as serving "elevated versions of American classics using only the best ingredients." Unfortunately, my experience didn't even come close to elevated. The hamburger I ordered was nowhere near the quality I anticipated. For what I paid, I expected a fresh, flavorful burger. Instead, what I got tasted more like something you'd find at a school cafeteria lunch line. Honestly, even the frozen hamburger patties you pick up at store have more flavor and better texture than what I was served here. On top of that, the self-service kiosks pretty much eliminate any type of real customer service. If you're paying cash, you can't even use them--so I had to wait several minutes just to get someone's attention to place my order. That was frustrating and felt unnecessary. The combination of low-quality food and nearly zero customer service is very disappointing. If Shake Shack's purpose is really to "Stand for Something Good®," then the gap between the promise and the reality is huge. Safe to say, I won't be rushing back. read more

The service is really good. The restaurant was clean. The hamburger was terrible. The patty itself was okay, but I asked for a gluten free roll. The role that I had fell apart in my hands. I asked for mayonnaise, and she told me that she put some special sauce on it. I didn't see it. I asked for a plain hamburger and got one with cheese. My order was to go. All in all I would not go back. It's a shame because I had my heart set on a burger today. read more

Shake Shack Surprise - Ice Cream & Frozen Yogurt Near Me - Surprise, Arizona

Always have a great experience here! One of our favorite burgers to grab when we're in a time crunch.

5 Stars I had an amazing experience thanks to Lorenzo! From the moment I walked in, he greeted me with a big smile and such friendly energy. He was quick, efficient, and made sure my order was perfect. Lorenzo went above and beyond to make me feel welcome, even checking in to see if I needed anything else. It's rare to find someone who's both professional and genuinely kind -- he made my visit to Shake Shack even better. Give this guy a raise! read more

This is honestly so unacceptable.. we waited 5 minutes straight for a cashier and when we got one he was no help what so ever, There's barley any service here and it takes so long to get your food I would recommend coming on a empty day were it's not as much people so you can get a somewhat decent experience definitely not coming back. read more

There is a lot you can improve on first off Customer Service. I do understand you don't have anybody upfront but the people in the back totally ignore you. You get messages saying the order is ready, but it's not out here and when you do get your food finally it's cold and I even got it for here. Also, the shake shack in Goodyear is the same terrible service. I don't know why Shake shack won't brainstorm a better way of doing Customer Service because right now it completely sucks. Your food is absolutely great. It is on the expensive side, but that's OK. It's just not OK when the service sucks. You can't get anybody to give you your food And then the food is also cold so pay $80 for your family of four with cold food and crappy service it's just not worth it. Go to a restaurant for this price. The food would be high in the service would be better. read more

I was interested in trying this out... drove in the drive thru.. waited 10 mins and the line did not move at all. I backed up out of the line and went to Freddy's burgers... best decision I made on this Friday evening read more

1 hour wait in the drive thru, line wasn't even long enough to justify it. Apparently this is normal for this location. That's unfortunate because I really liked the food, but I've never tasted anything in my life that was worth sitting in a drive thru for an hour. Other reviews say the wait is just as long inside AND when you order ahead. It's just not worth it, and the staff doesn't care. That being said I won't be back and would not recommend this location. read more

We have gone here twice now and will never again. The food is mid and not worth the price. The line takes forever! The first time I went, I was in line forever but gave them the benefit of the doubt because they newly opened, but I was just there and waited over 40 minutes in a drive through line. If your food takes that long to make, then don't have a drive thru. I would also like to add that this is the second time my son ordered the "Spicy Fries with Ranch" as stated on the menu and this is the second time they forgot the ranch.... It's literally in the title on the menu... read more

Went there for the 1st time last night, and not returning. The hamburger though tasty was the size for a child and expensive. I ordered the strawberry lemonade drink at $5.48, it was watered down, not much flavor. Very disappointed. I threw it out. read more

Tried this place twice now. First experience was awful. Burger had no seasoning. No flavor. Gave it another try today. Ordered a cheese burger with shake sauce and add onion. Got my food home. No shake sauce. No onion. Meat and cheese only. A true disappointment. We have been so excited to have a Shake Shack on this side of Phoenix. Really sad this place keeps disappointing. The In N Out down the street needs to open and put this place out of its misery quick. read more

LOVE LOVE LOVE this location! I also end up ordering later in the night and they are also so nice and polite. The food is always top quality and the staff is also so helpful. I don't often go inside but it was refreshing seeing a nice clean restaurant when I do go inside. read more

I've never had Shake Shack before, and never will again. $40 for 2 burgers, 2 drinks, a regular fry and a bacon cheese fry. The service was quick, until it was found out to be the wrong order. When we did get our food, it was barely average for what it was hyped to be. I could have easily gone to a local burger place for better meals for less money including the tip. Sorry Shake Shack, you just didn't live up to your hype. read more

We use to love Shake Shack so much in fact that we'd drive all the way to Scottsdale for some, and we were thrilled to have one open close by. We went there on opening day the burgers were excellent, and consistent as always, however the second time back we could tell the burgers were different, and of lower quality, and perhaps rather than raising there prices they have chosen to use a lower quality of meat that is dry and tasteless. I will not be back until they bring back that juicy delicious burger. read more

We've been Shake Shack customers for years. They used to have the best burger anywhere. Now they went to a thicker, dry patty that is basically tasteless. Why? So disappointing. Please change back to the original burger, before you go out of business. read more

Hamburgers are way over priced. we ordered two Shroom burgers and 2 milkshakes and it came to $35. The milkshakes are watered down. We will not be going back here. They got us once. Everything is ala carte. Too many other places that you get your moneys worth. This definitely is not the place read more

Had three different orders going to the same house and every single order had something missing read more

Shake Shack Surprise - "Avocado Bacon Burger" but where's the avocado and bacon?? - Ice Cream & Frozen Yogurt Near Me - Surprise, Arizona

I Overpriced. Ordered two burgers and ranch fries. Burgers were barely warm and fries so salty you could gag on them. Complained to manager who insisted that burgers were hot. Manager made no attempt to fix issues. Called corporate office but always busy. Left messaged e-mail and text. No response to date. More concerned with drive through than customers who done inside Would never go back there again. . read more

I've been to shake shack, I know it's kiosk only. Love the concept and usually the food is amazing. Took my girlfriend since I talked it up prior to opening. Gave it a try to be left disappointed. Shakes were almost warmer than the burgers we ordered and that's because our food was cold. The cheese wasn't melted in the shroom burger. Smash burger is 100% better than this in my opinion. My food always comes out blazing hot and the shakes are cold and served before your food. Tipping before your food is how they get you. I wouldn't have tipped if I knew the food was going to be like this. read more

We waited 35 minutes for our food. There was no where to sit and it was a complete chaotic mess! People were bringing back their to go orders that were wrong. This is a new establishment in a growing area and they need to get it together! Ridiculous! read more

It's a new location and may have some growing pains, but I was pretty happy with what I got.

Let me start by saying I've had shake shack before and was SO excited to see it coming to surprise. However, the two times I've been have been a major disappointment. Both times I waited forever in the drive thru. Yesterday it was 15 minutes. I also don't remember it being so expensive but honestly for the price of one meal I can get twice as much and better tasting food at In N Out. The employees are nice but the pace is just ridiculous. Pretty disappointed to be honest. read more

This place is crazy expensive.. ordered 4 combo meals (nothing crazy, just cheeseburgers) and came out to $91 and change.. I said hell no and went to Portillios, ordered the same thing and paid just over $59. read more

Our first and last time to visit establishment. Only kiosh to order. Ask for tip before you receive any service or your food. Lot of extra charges on menu. Out of four different burger choices. We chose dine in, took the #tab to our table. Had to use table wipes that was at above trash cans to clean our table, other customers did the same. Received text that we would be notified when order was ready. Instead they finally called out the #55 for us to pick it up. No ketchup for fries. Other tables they delivered to table. All for $36.00. You expect people to tip????? P. Marsh 06/22/2025 read more

We were excited for this location, we used to go to Scottsdale all the time. Have been twice now to this location since they opened and we will NOT be back. On the second trip, my son went in and placed an order to go. After waiting 30 minutes (wasn't a busy time) and others came and went. We got the attention of one of the 5 workers that was literally standing off to the side talking and laughing, we asked about our order, they were perplex as they couldn't find. After another 5 minutes or so they found it and said they were putting it together. 45 minutes from placing our order we got our 1 cold cheeseburger, 2 cold fries, and 2 water down no ice left drinks read more

Ordered extra cheese sauce and this is what i got. Never experienced anything like it, and I've been here before with it being a totally different experience. read more

Shake Shack Surprise - this isn't even half of what they usually give out for cheese sauce - Ice Cream & Frozen Yogurt Near Me - Surprise, Arizona

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Zero stars. Ordered online and when we went to pick up; they stated it would be at least another 20 minutes. With two small children, I couldn't wait any longer and requested a manager. He was in his office and had to come out. He then told me that he was unable to cancel or refund my money and would need to speak with the regional manager. So now I'm without food and out $50 This was the most absurd encounter I've had. read more

We visited last evening. We placed our order using the kiosk. The place was jam packed full of people (pretty sure over capacity). Our order took 23 minutes to arrive. The food was tepid. The disturbing thing - after we sat down a couple with a cat came in. They placed their order and were still standing in the waiting line when we left so it was a good 30 minutes. I am highly allergic to cats so we ate quickly and left. We will NOT be going back - over-priced, lousy service, unhealthy to allow animals in an eating establishment. read more

This place is ridiculously expensive! $50 for 2 meals! Burgers are small and aint that good to be charging all that. Sorry but this is a rip off and unfort not ever going back. Way over priced! read more

I waited in the drive-thru line for 50 mins! $16 for a combo and I got a cold cheeseburger. Do better Shake Shack! I got in line at 1:39pm. Received my meal at 2:29pm. read more

Shake Shack Surprise - Ice Cream & Frozen Yogurt Near Me - Surprise, Arizona

Our excitement to try this new spot at Prasada was quickly squashed. If there was an award for the most terrible concept ever, this would win. From start to finish, this experience was awful. When we walked in, there were more people waiting to eat than there were tables. Some people even got mad and asked for their items to go. There are NO humans assisting you. You order and pay on an iPad, then the iPad has the AUDACITY to prompt you for a tip!! Are you kidding me? Tip for what?? For WHO?? We then waited and waited and finally found a table to sit at, and then waited some more. From the time we ordered to when we got our food was at least 45 minutes. For burgers and fries! For three of us the bill was like $70. So overpriced for a terrible experience and mediocre food. Burgers were meh, just ok and the fries were obviously frozen crinkle fries you can get in the freezer section at the store for a few bucks. For the $$ we spent we could have gone to a nicer sit down place (which we will do next time). I will say that the few staff members running food were very polite and nice. Won't be returning here as there are many other options nearby that are better and cheaper. Disappointed for sure. read more

Terrible experience the food was disgusting the shakes taste like cheap ice cream honestly a disgusting place do not recommend for any sane person read more

Came in Sunday the 28 and it's the 30th and my husband and I are still dying of food poisoning. The worst quality shake shack location ever. Ordered my burger well done and it was still pink in the center. read more

Burgers are very small and taste is average. 12$ for a burger that wouldn't even feed my little. Won't be coming back

$40 for 2 burgers, 2 drinks, and a fried pickle. We got "lettuce wrapped" instead of a bun and what a disappointment. The lettuce would've been better and more crispy if it were iceberg. The meat was super dry and had zero flavor/seasoning. I spent $1.29 to add crispy onions and not an onion in sight. The fried pickle was crunchy on the outside, but undercooked on the inside. My husband is a fan of Shake Shack, and he said they didn't cook the burger properly. Perhaps could be opening woes, but we were not impressed at all. Expensive for mediocre food. Blah. read more

The fries were cold, the cold drink was hot and I ordered a double burger and got a single. Not a great first visit

If you want to spend $45 for 2 people to get food poisoning, this is your place. Drive thru took 20 mins (only one car in front of us at the window). No condiments came on my burger. read more

Walked in and no one took our order for almost 15 minutes. Someone said he's been waiting 45 minutes for his food. Drive thru slow AF. Hire more people!!! read more

We waited in the drive thru for 45 mins for 1 burger with no apology and they said they couldn't do a vegetarian burger because it was frozen. When we asked why everything took so long they said because they were taking breaks. read more

Food is fine. Although, the service takes way too long. Everytime I've come they are always "out" of fried pickles... One time had us pull over and wait for our food, they forgot about us. Had to go in and remind and then they gave us fried pickles that we tried to order originally as a sorry for free. read more