Shake Shack Downtown Houston

Hala Aldmour20 4 weeks 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 Savani 5 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. 4 weeks 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.

Coa Coa 2 months ago

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

Jay Dancy a month ago

Honestly, I didn’t expect the workers to be so polite, the restaurant to be really clean, and the bathroom to be so nice. I was pleasantly surprised. Downtown restaurants can be hit or miss, but this was a hit. I walk by this place on my way to Chipotle, but now I will stop and grab lunch here sometimes too! Great experience with the manager as well (Paul), he was awesome! Love the experience we had, definitely will be back.