Shake Shack Downtown Houston Claim this business

Hala Aldmour20on Google

2 months ago

I had a very disappointing experience here tonight. I specifically ordered a Shack Stack because it does not come with bacon, for both religious and health reasons. I even customized it by adding avocado and crispy onions. When my order was ready, the staff first gave me only one shake even though I had ordered two. After reminding them, I took my food and went outside with my friends. The first bite I took from my burger was full of bacon. This was extremely upsetting because the Shack Stack is not supposed to contain bacon in the first place. Mistakes happen, but this was a serious one. If this had been an allergy-related issue instead of a religious restriction, the consequences could have been much worse. To make matters worse, by the time I realized the mistake, the doors had already been locked. I stood outside trying to get someone’s attention while the manager clearly saw me and chose to ignore me. I eventually had to wait for another customer to open the door so I could get back inside. When I showed the burger to the employee, she acknowledged the mistake and simply said, “Sorry.” No replacement burger was offered, no refund was offered, and there was no attempt to make the situation right. The lack of attention to food preparation, customer safety, and customer service was extremely disappointing. A restaurant should take mistakes involving food ingredients seriously, especially when customers may have religious restrictions, dietary requirements, or allergies. Unfortunately, this experience left me with a very negative impression, and I expected much better.

Tahir Savanion Google

7 months ago

The service here was impeccable. The staff are really kind and nifty when attending to done in or take out customers. The burgers itself tasted good but didn’t hit the spot because they were a little too salty. Otherwise a good spot.

Timothy H.on Google

2 months ago

The food here was great. The family loved the burgers and shakes. The person taking the order was a little impatient with getting kids to pick food. Also little complication around drinks. But overall it was a good experience and will eat here again.

Cynthia Budinskyon Google

a month ago

I am surprised to read negative reviews on the chicken sandwich. Mine was so yummy! Real generous filet, hot and crispy. This sandwich has flavor, love the sauce and pickles. Although busy, service was organized and friendly. I placed my order for pick-up, took a short walk from my office and my order was ready on time.

Coa Coaon Google

3 months ago

My first time here it was very good I ordered a double avocado, bacon and cheeseburger and bacon & cheese fries