Shake Shack Negative Reviews

Shake Shack App Complaints & User Negative Comments 2024

Shake Shack app received 37 complaints, negative comments and reviews by users. Have you ever had a bad experience using Shake Shack? Can you share your negative thoughts about shake shack?

Shake Shack for Negative User Reviews

✓ This app is just ok (when it works)When the app works, I’m very happy to place my order ahead and pickup. However there have been many occasions when the app simply doesn’t work. For example, sometimes the buttons don’t work or the pickup time selector is filled with blank options. Even more telling, sometimes I get an error message with just the text “Uh oh..” which clearly indicates that the app was developed by rather juvenile developers. The app forces me to enter my CC info every time even though I request saving it which is a pain in the car. Overall I find the UI difficult to use. By contrast the Chick-fil-A app is a thing of beauty and has never once not worked for me. We love the food at Shake Shack but sometimes we can’t get it because the app is so flaky (just happened again for the 4th time which is what compelled me to write).YohamedVersion: 4.5.6

✓ Unreliable and annoyingHalf the time no Shake Shack locations will appear on the app. Items often disappear from the menu for inexplicable reasons. The ability to use Apple Pay has been spotty, with it sporadically saying it can’t be used or isn’t supported or some other nonsense until you back out of the checkout and try again or only if you hit the Apple Pay button multiple times. And if you do finally make it to checkout it will hostilely pre-select a 10% tip to try to trick you into tipping the people that inevitably will make you wait ten minutes at the pick up window because they are busy chatting at the front cash register and don’t consider the pick up window a priority..PiercewmVersion: 4.15.0

✓ Please fix the app tech bros </3Ive deleted and redownloaded the app a few times trying to get it to work but heres some things ive noticed. the curb side option disappeared with no way to get it back, even though every location ive gone to still has a curbside spot for pickup available. when you enter your payment info and request for it to be saved for future use, the next time you open the app its gone and youll need to enter it again. theres is no option to auto fill or use applepay or paypal so if you dont have a card on hand youre screwed. when choosing a pickup or delivery time, the app pauses and either force closes or shows an error which then does not allow you to choose a pickup or delivery time. im sure theres more but this app is making me feel crazy. FIX THE APP IM BEGGING. i just want my chicken nuggets. i just want the nuggets delivered to my house is that too much to ask for.Su baxterVersion: 4.6.8

✓ Horrible App to Place Food Orders!This app is pretty poorly designed to use as a stand alone to ordering food. The biggest issue is that if you need to modify or customize a menu item you want to order there is no way to do it. Each menu item is limited to a few pre filled options to modify your order. There is no option for extra or heavy sauce on a burger, which is a pretty basic modification. There is no way to leave a note or custom modification to a menu item or total order either. What’s the point of requiring a customer to order from the Shake Shack app if the order is going to be messed up and require attention to be fixed? This saves no one time! Who cares about a blog function on a restaurant app if I can’t order my food efficiently and effectively on the app! Shake Shack get your priorities in order on this app. You can do better!.The1MambaVersion: 4.5.9

✓ Terrible appI have tried to use this on a number of occasions. For a while, it wasn’t displaying the list of locations, so I had to delete and redownload the app. It started working after that. You start off by selecting a time to pick up your order, but 99% of the time it tells you that all the time slots for that day are full, making the app useless (all the slots for the day seem to fill up by about 8:00 AM. Finally, I found a time when I could actually get a spot. I went through the whole order and when I hit submit it tells me “Ruh Roh” (which is really irritating by the way) “we are missing info needed to submit your order”. Doesn’t tell me what info I’m supposed to be missing. I look back through and every field is filled out. So, I’m still not going to Shake Shack. I guess I could go order in person, but if you do that it will take about 2 hours to get a single burger. No thanks..Joshg92Version: 3.2.14

✓ Buggy, won’t let you checkout, constantly deletes orderI tried to start an order for delivery & at first it just cleared my entire order because there were “no delivery times available” (mind you it had told me delivery was available!!) so i started from scratch, selected a new delivery time, put in all the items again, and when i went to hit “checkout” the button wouldn’t work. i kept pressing & pressing it over & over and nothing happened. i was so frustrated as I had friends over and i had already had them put in their order multiple times. there was NO indication of what was wrong. and the app won’t store your order so you can try and select a new delivery time or investigate why you can’t check out. ANY changes will clear the entire order. in the end we decided to give up & order through uber eats, because multiple attempts of using this terrible app left us hungry, annoyed, and ultimately foodless . i love Shake Shack and I was so disappointed by this experience this is also just a general gripe but any good delivery app should have a Group Order functionality. of course a group order function won’t help an app that doesn’t work in the first place..UmbrellathornVersion: 4.7.9

✓ Regardless of update “RUH OH SOMETHING WENT WRONG”I’ve had this app for a year, however I do not eat shake shack often due to this app continuously giving me that error message every time I tried submitting my order, THIS HAS BEEN GOING ON FOR MONTHS!!! And a very funny thing happened today, I tried ordering & when it came down to submitting the order guess what? “Ruh oh something went wrong” something along those lines but surprise surprise right? So I try from my friends phone after she successfully placed her order & mine still didn’t go through. When we get to the designated shack, we were waiting 30 mins for her order & apparently even after she submitted her order successfully, my name was placed on her order. Over all, get it together shake shack like I love your food but I shouldn’t be struggling this hard for an overpriced actually seasoned burger..StopTheShenanigansVersion: 3.2.12

✓ Why buzz when it’s not actually ready???The app does the same thing as each location. Why on earth do you get the notification that the order is ready when it is, in fact, not ready??? Also, why bother with a hiring process? Everyone working the window is rude and has no clue about work ethic. It happens consistently at each location with few exceptions, though they exist. I’ve read that hospitality book. Seems as though the book is a mere suggestion of how Danny Meyer wants his companies to function, because shake shack isn’t the only restaurant losing guests left and right. That Hospitality includes has turned his finer dining spots into just another shake shack with the same kind of attitude from its employees. It’s pretty apparent from who is being hired at their locations. And while some of their spots are better than others, the flagship location in Madison square park should be running top notch, not the lowest rate..Rigglemethis1980Version: 3.2.09

✓ Horrible app/slowwww deliveryHow in the world does this app have 5 stars. I typed in my address and selected one of the options that populated. After order was submitted, I noticed the delivery address was completely missing a building number. They just dropped it. How could an order even go through with an incomplete address. Immediately called support (which is apparently Uber eats) and they said they can’t do anything until a driver is assigned. Okay…. Call back when driver is assigned and they try to call him for 5 min. Supposedly no answer. Tell me I just have to wait for him to contact me once he realizes the address isn’t complete. By the way, app tells me he’s making one stop before me. I got my food over half hour after it was picked up. Cold burgers, yum. Driver said no one ever even tried to call him. Deleting this app and sticking to doordash..B nyVersion: 4.7.9

✓ Poor serviceHave been to this location no less than 20 times. Food is normally good. Service is consistently in need of improvement. I’ve never, yes never, seen a clean men’s bathroom before a Knights game. My wife says the same with the women’s. The trash is always overflowing along with needing to be moped. The mobile pick up is a joke. You literally have to flag someone down. You stand under the mobile order pick up window sign and they ignore you unless you say something. They 100% have never included the shake sauce that is requested every time and is on my receipt. How could you miss this over 20 times? It’s on the order. It’s now a family joke. Tonight I was handed my bag after being Ignored along with another pick up order and we had to say “hello” to get them to get our order. They dropped and turned around. I then had to say missing 2 shake sauce yet again at the window and another employee thought it was funny so she went to get them for me. If you order pick up, make sure to check your order. Good probability it will be missing something..DougParrlvVersion: 4.14.0

✓ App offers no real-time option if there is a delivery/order issueWhen there’s a problem with your delivery (and there will be), the only option in the app is to send an embedded message that says they’ll respond within 3 days. That didn’t feel very helpful when I was trying to track down my order that was over an hour and a half late. Sure, the app gave a telephone number for their outside delivery team, but they said they had no record of the order and said I had to contact Shake Shack directly. Even when I called the location directly, the calls (several) go straight to voice mail and no one returns them. I’ve ordered from the app several times now, and each time there was an issue (once they forgot to include the burger, once the shake spilled all over the bag, etc). Would love for the system to work, but each time I’ve ordered from Shake Shack there’s been an issue and they don’t let you contact them to discuss it in real time. What a disappointment!.LokibizVersion: 4.6.8

✓ Updates are needed for ease and privacy.I should not need to sign in with all kinds of info to order burgers. I don’t want to give you any of my contact info and plenty of places have apps that allow to go orders without having to sign into Facebook, without having to give an email. You can notify people of their order status using push notifications in the app, you don’t need to be harvesting person info. Additionally, get Apple Pay guys. It’s 2020 and it’s just not that hard. I’ve downloaded you app which means you have just as much access to me and me to you as needed. I should be allow to check out in the app without having to make an account and all sorts of other stuff like fb connection/email/phone number. Being that mobile ordering and app is extremely necessary at the moment, it’s time for you to make these changes to make the process easy/pain free and with privacy in mind..RlablanVersion: 4.3.2

✓ Good app but useless delivery with multiple locationsI live 0.5 miles from a shake shack location, with another location in another city that is 5 miles away in a straight line, but about 40 mins driving because it’s on the other side of a large lake. Restaurants in this city would never deliver to my house, but for some reason the Shake Shack app is more than happy to allow deliveries from this far flung restaurant, with obviously cold and soggy results. And not only does it allow these deliveries, but on multiple occasions it has chosen this restaurant for me after I placed my order, instead of the restaurant right by my house (and yes, I could drive there, except I have 2 very young kids and packing them into the car for that trip and finding the non-existent parking at this location is just sometimes not a fight I want to have). Putting aside why this other restaurant is even “in delivery range” for me, why in the world would the app not let me choose which restaurant to have fulfill my order, or at the VERY least tell me before I place the order which restaurant the food will be coming from? If it’s not available from the nearby location soon, I would rather just not order. Without that “feature”, I’ve realized delivery is basically useless for me and will need to stick to pick up..Kbens3Version: 4.8.0

✓ Garbage applicationI placed an order through the shake shack app which is delivered through Uber eats, once the Uber driver got my food proceeded to the address that the app had sent to them. Once the app showed that the driver was one minute out I went down to meet the driver who I received a call from and was over 30 minutes from my location. I spent over 45 minutes on Uber‘s customer service, And speaking directly with my driver who did not want to complete the order as it was 30 more minutes of driving for her. After double checking my order and re-ordering making sure to put in the correct address in for the second time. it still sent the same incorrect address to the Uber driver. in the directions I also put the name of the hotel and the correct address. But the shake shack app decides what the Uber driver can see and what they cannot and leaves both the correct address that I have now entered in twice, and my additional comments to help elevate the situation out..Hangry and foodlessVersion: 4.6.5

✓ Do NOT order from this appThe restaurant forgot to deliver half of my order. When I tried to troubleshoot thru the app (poor design) it has no way to ask for a credit or a refund—it directs you to call Uber customer service. When you call Uber customer service, they are zero help and suggest that you call the store where you ordered from—which is NOT specified in the app (again, poor design). When trying to call the restaurant closest to me in the hopes of troubleshooting, no one answered the phone & you are sent to a voicemail box. They claim someone will get back to you in 3 days, no one did. Shake shack, you have great burgers but ABYSMAL customer service. I will only be ordering from other delivery apps in the future that can help me troubleshoot immediately or get a credit. I would give this app .5 stars if I could..52 cinq rueVersion: 4.7.0

✓ Some suggestions for improvementIt would be great if there was an option to save your address(s) so you didn’t have to type it in each time. I would also love to have the capability of saving instructions for delivery drivers. There is a Shake Shack 15 minutes from me, yet sometimes when I order for delivery, my order will be sent to the Shake Shack across town resulting once in an almost two hour wait and cold food. Some clarification as to why (for example, shorter wait time or inventory of supplies) would be appreciated. You have the option to reorder from a previous order, but when you go to check out the items disappear from your cart, so in effect you don’t actually have the option of reordering. I love the ability to track your order and I wish you could rate drivers from the app because some of them have been great and deserve to be recognized. Otherwise, it’s a handy little app and I love the built-in option for pickup or delivery..GlassesoperationVersion: 4.7.9

✓ More Waiting and Other DisappointmentsI purposely ordered ahead in advance using this app so I could time a quick supper on my way to doing more work at night after leaving job no. one. I arrived 8:10 early 5 mins and waited for my 8:15pm scheduled pick up at the Astor Place store. I waited past 8:15 for the txt. When the txt appeared I waited at the pick up, waited. After waiting and going unnoticed for some time I asked about online order. I was told it’s just getting ready??? I waited and more people got their orders. People who I saw when I arrived early 5 minutes ahead of my order placed in advance by 10 minutes thru the app. I asked 2nd time. Baffled look. Ignored. Finally a guy assigned to help people order got another person behind the counter to look for it. It was bagged somewhere. When I got the food it was warm but not hot. Most disappointing of all when I bite into the patties they were dry... I saw as an option in the app that you can ask for “well done” but I made sure mine was not checked, did not want it, and assumed default is NOT well done unless asked. Mines were past well done and overcooked to dry with blackened edges. This has been the most thoroughly disappointing experience using the app to save time and a total let down of the juicy burger I had craved for. Will not be going back to this again..Loyal Premium UserVersion: 3.2.03

✓ Sometimes order won’t go throughThis worked once and it was nice to have my order ready when I got there. It doesn’t have Apple Pay, so you have to put your credit card in. Scan didn’t work so I had to do it manually. It also doesn’t take shake shack gift cards. Also, I tried to make one burger gluten free, but I guess when I chose that for one burger it automatically made the whole order gluten free, so all the hamburgers had gluten free buns and the hot dogs came with no buns. The next time I tried to use the app, the order simply never went through. After I submitted order the little food icon kept spinning until it said I missed the time slot. Tried it again for the next time slot and same thing. Force quit the app, had to put in my cc info again (I’m not going to let them save my cc info; why don’t they just support Apple Pay?) and same thing. Order wouldn’t go through and I’ve gave up. Went home with no food. Now I’m trying to cook a baked potato..Gluten_freeVersion: 3.2.06

✓ UX functionality improvement - Redirect FlowHello, Kindly, it would help to make an update to the flow. All could be well, but I could not find what I was looking for. Please see below for insight. I created an order for curb-side pickup. As I was adding items to the cart to purchase, I needed to verify what was added to the cart. Once I viewed the cart, I could not figure out how to get back to the menu to order more items so I swiped the cart pop-up down. There was a screen that only allowed me to initialize my order again by verifying the retail location and RE-entering my vehicle information which had been erased from before. I re-entered my vehicle information, then I was taken to the menu to continue ordering more items. Each time I needed to view the cart, I had to do the above actions all over again. It would help to redirect or have an option to go back to the menu from the cart without starting from the beginning again. Also, I think if you added ApplePay that would be an awesome easy and time saving feature for the customers. Besides that, the UI is beautiful. Great job!.Vickie MJVersion: 4.6.3

✓ “We’re sorry, something went wrong with submitting your order”Fix this error, please! This error occurs when the location is not actually accepting mobile orders (confirmed by visiting the website on browser and trying to place an online order that way), yet for some reason the app allows you to select the location, choose your desired pickup time, browse the menu, build your order, and submit payment only to receive the error after payment is submitted. Super frustrating and confusing as you aren’t sure why the payment isn’t working (bad card, bad connection, etc?). If a location isn’t accepting orders due to being too busy, it should tell you that in the app right away and not allow you to build an order..OhmygggucantbeseriousVersion: 4.7.6

✓ Meh app, terrible supportFor days, the app made it impossible to order a meal — no “add to bag” button ever showed up even after quitting the app. Today I was really craving shake shack so I fixed it by uninstalling the app and reinstalling. I was reminded of the terrible step 1: the app never remembers your address and makes you enter it fresh each time. How hard is it to remember my address? I put in an order; I got 5 texts that it was being prepared about to be picked up until I finally received it. The order was wrong and I was shortchanged; I ordered 3 double cheeseburgers with heavy modifications. I received 3 single cheeseburgers with no modifications whatsoever - bread, cheese, meat and that’s it. Not even any ketchup. What a waste of money. Customer support is horrific - good luck getting in app support or getting a number to call. Instead, they make you fill out a form and wait 1-2 days. The form forces you to enter information like which shake shack you visited and at what time, even if you specify you ordered in the app. Surprise, the order history doesn’t even show which location it was delivered from. It doesn’t remember your order number (which you can’t even copy+paste). All in all, horrible experience..Mikerz85Version: 4.7.6

✓ Worst app everThe is just about the worst app I have ever used. I NEVER write complaining reviews on apps but after yet another frustrating experience where no one in my family could add anything to the cart (!) I had to write in. In addition, I just learned when my sister in law was trying to place a family order over the Thanksgiving holiday weekend that you can’t order more than 5 items in any category! And then I tried to hop on my phone to place a second order and nothing could be added to the cart! These kinds of shenanigans have happened multiple times. I’m grateful for Shake Shack and the delicious burgers but not grateful for this terrible app that prevents me from getting it. Sorry to vent but I hate to see a sophisticated company have such a bad app experience..GfcrustVersion: 4.7.6

✓ Bad App, Bad Store IntegrationFirst off, you have to log in to see the menu. Then when placing an order (for 4 hungry people, so not simple), it errored out and completely lost the order each time, once AFTER it took my money. They immediately told me they’d refund via an email, but I had to start the order over. Both of those were delivery, so I gave up on that and ordered pick up. Finally it worked, but at no time did it accept the 2 for 1 coupon on their site, even though I had at least 2 Shack Burgers in my cart. So I’m paying full price. So that should be the end of it, right? WRONG. When I get to the store, all of the drinks and half the fry orders are missing. The employee shows me the paper receipt which did not have those. I showed her the e-receipt that did, so she went and got the drinks. She didn’t get the fries because I didn’t go item by item down the very long receipt to check. I was too hungry and rushed. We only found out when we got home and unpacked. And now we are paying for fries we never received. The manager was kind enough to give me two coupons for free burgers (before I realized they forgot the fries), but why would I want to go back now?.JLobsterVersion: 4.7.9

✓ No notification when order is readyI only rate apps when they’re REALLY GOOD or REALLY BAD.. nothing in between, because there isn’t enough motivation. So here’s what’s really bad about this app: every time I order for in-store pickup, I am not notified when my order is ready. I think I have received this notification only once before out of several orders. The email I receive immediately after ordering says I will get a text when my order is “almost ready”. Instead, I may be sitting in my car, waiting, only go inside eventually and find my order sitting there, already cold, with no notification at all. I can only assume it’s up to store staff to take some action to notify me, since the order receipt email comes IMMEDIATELY and without fail, and since I received an “order ready” notification once before. But this, I would say, is a problem with the app, not the store. If the store’s computer is capable of printing a receipt that is then attached to the bag, the receipt printing process MUST AUTOMATICALLY notify me that my order is being bagged. Anything less than that is below par for the course for modern curbside store integrations. Less of a major issue, but also, please use push notifications instead of SMS/email..Pizza_doughVersion: 4.8.4

✓ Orders not processing anymore :(Shake Shack, what happened??! I’ve ordered through the app like 15 times just this year. Each order is LARGE, since I have five kids and we often order for our neighbors too. Our orders always went through smoothly, zero issues. Impeccable service at our Shake Shack, food always ready on time, fresh and delicious. Until one day my orders simply did not process via the app or website. Everything works and when I hit pay, it seems fine at first but then I get an error message. it’s definitely not my credit card, because it works fine if I pay in-person at the restaurant. I even bought an electronic gift card thrifty the website and that processed just fine, but when I tried to add the gift card on the app, I received the same error message. and yes, I keep the app updated always. Help a mama out, Shake Shack Peeps!!.Jsier003Version: 4.18.0

✓ I have issues ordering with this appI suspect that there is something wrong in their database that deals with user information? But in the last few months, I have run into an issue where regardless of what account or card I attempt to use, it won’t go through. What ends up happening is that I will create a new account, and then be able to order for a week or two, until one day the orders will not go through. Simply says the order was not processed. No matter what card I use (and they all should work fine) the order wont go through. So I’ll create a new account… and the process starts all over again. I’ve reported this to their it team, no progress in solving my issue. Fine app, except it can’t do the literally one thing I need it to do on a consistent basis..Cl111111111111Version: 4.8.0

✓ This app is always deeply brokenJust installed this app and could not submit my order due to a vague error message. Tried literally 10 times, deleted and reinstalled, and my order went through. A few minutes later I got an app notification that my order was received but NOT ready AT THE SAME TIME I received a text that it was ready. Clicked the link in the text and it opened the app and showed the your-order-is-ready-for-pickup screen. My order is not ready and if I close that screen my order shows as pending, not ready. Deleting this POC as soon as my order arrives, if it ever does. UPDATE: Reinstalled a year or so later. Entered my order, tried to submit, received a vague message about a problem with my order. Since it happened at the payment screen I tried a different credit card, no difference. My son finally figured out that they were out of root beer, so naturally it lets you put root beer in your bag and then gives you a message that doesn’t mention it when you try to pay. Such a crappy app..Joel in BrooklynVersion: 4.7.0

✓ Delivery keeps sending order to the wrong address!!!In generally my experience with the app is standard and not difficult. But several times when ordering online for delivery, the app has sent drivers to the wrong address! This is even after checking several times to confirm the correct address before paying and submitting the order. Luckily it has never sent it too far away so I can walk over a few minutes to meet the driver, but it’s seriously frustrating! I’m not sure if it’s an issue with the Shake Shack app or with how they work with UberEats, but this is a really annoying issue. Other times I’ve ordered in between these incidents it has delivered perfectly fine so I’m not sure what’s going on..CmarsbarsVersion: 4.28.0

✓ Ordering is a hassleOrdering through this app requires you to select a time-slot in 15 increments to pick up your order. At first it let me pick 3:15 a few minutes before that time, but it prompted me that the slot was no longer available as I was selecting items. So I picked the next slot of 3:30. I finished selecting my items and went to pay a few minutes later, then it told me the 3:30 slot was no longer available. So I had to pick 3:45. Sure, I could’ve gone inside when I got there, but with COVID protocols I feel safer getting my stuff at the pick-up window. Above all, they don’t have a normal drive-thru. You HAVE to use the app if you want to drive up..Kue12345Version: 4.7.0

✓ Pretty but missing basic functionsThe app is very pretty and intuitive, it it lacks basic functions that other ordering apps have. You cannot set a default delivery address or delivery message. If you accidentally switch to pickup (easy to do due to the location of the button), there’s no way to switch back other than to restart your order. And there is NO WAY to contact Shake Shack if there’s an issue: if the delivery driver does not deliver, the delivery company must confirm the error is theirs (10-15 minutes on the phone) and then give you instructions on how YOU YOURSELF can email Shake Shack and request a refund. It’s the most ridiculous thing in the world. This app needs a way to report directly to Shake Shack and request a refund from within the app. I’m deleting as soon as my most recent issue is resolved..JingyingVersion: 4.8.4

✓ This is a crappy appThere is no way to add additional items to an order you created from a history order? My order is kinda complex so I usually just reorder from history but sometimes I want to add a drink. Can’t figure out how to do that. It will suggest somethings to add so I know you can do it but if it’s not what was suggested you have to start a new order. I gave up and submitted my order and just figured I would get them at pick up but still have to wait extra for them to make the drinks!!! Thought I would create a second order with just the drinks but no....you don’t allow additional orders after you already have I one in process. Note to self, make sure not to leave anything off your order! 🙄.ShuevilleVersion: 4.6.5

✓ Love the food, app not so much - Does not accept Apple account sign inApp forces you to either sign in with google, Facebook, or Apple, or create an account. No guest option, so checkout takes longer than it needs to. Selecting sign in with Apple shows up Apple Pay pane and it all seems to work, but silently fails and the app just keeps sitting there without any overt indication or prompt to do something else. Back to square one, create an account give your card number and email to yet another app and spend additional time, then be told your pickup window is no longer available so select another one. What should’ve taken 5 seconds to pay and checkout becomes 10 minute exercise of physically entering credit card numbers and going through the whole experience again. Love your food, please make the app work better..Kage-blahVersion: 4.5.0

✓ Great appI love Shake Shack and everything about it. I have yet to have a bad experience with the food or anything else related to Shake Shack. It’s my favorite burger restaurant. I just changed from 4 stars to 3 stars for one reason alone and it will instantly go to 5 stars once they do this one addition to the app. I will continue to keep this in my review until the follow is done: There needs to be an option where you can tell them if your order is for dine in or take out throughout the app ordering process. I hate not having this option, getting to Shake Shack and having to wait until the 11th hour to tell them to switch my order from pick up to dine in. This makes a huge difference in how things are prepared at Shake Shack and presented to you as well. There is so much extra waste when my order is packed for pick up when I am actually trying to dine in. It has become an unnecessary and an easily avoidable hassle if they just make this update. I don’t understand why it is taking so long to make this addition but I really hope it happens soon so I can change my review to reflect 5 stars. Please make this happen already..Gronimof1984Version: 4.1.7

✓ App :(You’re better off going in person to get a better time estimate (by gauging the crowd) and also be sure the order is actually in. It’s hard to tell if they actually got your order or whether the order is still being made or whether it got lost altogether. There’s no confirmation text until it’s almost ready, would appreciate a status update in the app or a text confirming the mobile order succeeded ahead of time (don’t remember there being a text option in the app but maybe I missed it) When you first order and submit it pops the order is ready pop up with your receipt which is kind of weird, but I figured it was just the confirmation message. There’s the banner for pick up is ready in the app when the app first loads, so you’d expect to get the order status but it’s the exact same prompt as the confirmation(?) popup which is weird. On top of that, the close button doesn’t actually work to close the banner and browse other parts of the app so you have to restart the app to browse other parts of the app because the app just hangs on that page. Might as well go and order in person, the app is kind of a frustrating experience; I like the food otherwise though.Anna28492Version: 4.1.7

✓ Tablet friendly but not for the phoneLove Shake Shack and the app is great in concept. It works fine on my iPad - no complaints. On my phone, however, not so much. I'm on an iPhone XS Max for the record. I can do everything on the phone I can do on the tablet EXCEPT order food. Kind of a problem for me since that's the main reason I open it. I was blessed with a new location a little over a mile from my house and have become a much more frequent customer and more than a little aggravated that I can only order from the tablet. Especially if I'm out for some other reason and want to pick up lunch on the way home. Silly me, I don't carry the tablet everywhere but I do have my phone with me. I could've ordered on the way so my food would be ready when I arrive but no. Had to go in, order, and wait. Still great but I have to wonder what's the point of an app for ordering food that doesn't let you order food..BlachlochVersion: 4.6.0

✓ Just okayIt took a long time to bump this review up. The whole shake shack experience in this app is still leaves a little to be desired. No matter how busy the restaurant, ordering from the app always seems the slower than the waiting in line. On a positive note, they finally added Apple Pay to the app but picking up my order is pretty anxiety inducing. I get a text message telling me to interrupt the busy takeout counter to let them know I’m here? Can’t shake shack copy McDonald’s and just put my pickup number on a screen? My most recent visit ended up with me back in line to get someone’s attention and luckily my order was already sitting there although getting cold now..AdamWillisVersion: 4.6.8

✓ Work on UX NavigationI think the UX designers need to think about how this app is structured. I would like to access the menu easily at all times but I can only seem to get to it at the beginning “Get Started” page. As the user dives deeper you are just presented with more and more back arrows. The main reason is because I was looking for a menu and couldn’t seem to find anywhere. The app seems to want to drive the user into a very linear fashion of Location based browsing, followed by select food, then checkout. But if none of nearby locations are open (which is currently the case in this scenario), I still would like to easily navigate and browse the app. Maybe I could even see the order total even if the location isn’t open - and place the order at a later date. Anyway those are my thoughts after taking a quick look around. Love the burgers..Andrew CortesiVersion: 3.2.03

Shake Shack works most of the time. If it is not working for you, we recommend you excersise some patience and retry later or contact Shake Shack.