About Shake Shack Walnut Creek
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Premium food prices should go hand in hand with great food and great service. The food is great, I have enjoyed my burgers and fries at Shake Shack. The service is definitely not great. Whoever trains the staff needs to earn their paycheck. Perhaps even send new employees to In-N-Out just to see what amazing service looks like. I have found staff at the counter to be dismissive. You are made to feel unwelcome or like a bother. One time, I patiently waited at the counter for minutes while two workers messed with a register, but unfortunately, there was no acknowledgment, eye contact, or assurance of being helped shortly. My last order was takeout, and the person at the counter again was somewhat dismissive and they seemed like they didn’t want to be there. Service is part of the atmosphere experience too. The counter is just as important as where I sit. I receive better service at Jack in the Box. Is this right? What’s more, getting the wrong order once isn't usually a big deal, but when considering everything else, it becomes more significant. I live walking distance from Shake Shack. I go on occasion but after a subpar experience on multiple occasions that don’t match the premium prices, it is a last option. I can also walk to Gott's Roadside for a burger or even Habit Burger for the sake of being a satisfied customer. UPDATE: After several more visits over the last 5 months, I’ve noticed improved service at the counter. The staff is more attentive, so I’ve updated my rating from 2 to 3 stars. The atmosphere has also improved, raising it from 1 to 3 stars. For fast casual burgers and fries, Shake Shack is tasty option.
They didn't have shakes! The floors beneath the booths and the both tables were dirty, the food was expensive (but so was everything else in the area), and the whole reason I even went there - to get a milkshake on a hot day - was moot as they couldn't make any. Luckily, the location redeemed itself by being incredibly convenient, had delicious food, and portions that were larger than what I'd expect for the area. Ordering was fine, order pickup was fine, I just wanted my milkshake. ★★★★
I don’t usually leave constructive feedback/reviews; however, I’m upset they Shake Shack can’t get it right. I drove 20 minutes for a shroom burger and didn’t receive what I paid for. This has happened at least six times I’ve visited and almost always, I’ve had to return my shroom burger for replacement because it’s missing the fixings & extras I pay for. Today I ordered a shroom burger with bacon, pickle chips, onion, crispy onion, and a side of shack sauce. The side of shack sauce was missing so I requested prior to leaving. Upon arriving home I noticed the bacon, pickles, and lettuce was missing as well. I’m so disappointed & upset I could scream. I highly encourage the manager work the evening/closing shifts with the young adults, because they don’t take your establishment seriously. They’re more focused on socializing and horseplay instead of customer service & quality control. At this point I want my order refunded. I will not return in the future.
I ordered the hot chicken sandwich and it was delicious. Customer service is okay we weren't greeted when we came in, but I'm cool with that I don't always want to talk to people anyways lol. I ordered at the kiosk and my food was made quickly and it was all fresh. They have vegan options for burgers and shakes.
The Avocado Bacon Burger was quick to arrive and absolutely delicious. Paired with a Chocolate Salted Caramel Shake, it made for a satisfying meal. The spacious dining area, including the second floor, provided ample seating options.