Shake Shack First National Building Downtown Detroit

I am quite disappointed with my experience. We placed our order at the kiosk and received a text notifying us that we would get another notification when our food was ready. We ordered chicken bites, a cheeseburger, two fries, and two drinks. After waiting for 30 minutes without any updates, we approached the counter to inquire about our order, only to find out that a woman had mistakenly taken our food and started eating it. They did remake our order, but they didn’t offer any compensation for the inconvenience and seemed to put the blame on us. While the food was good, the poor customer service has made me decide not to return.

The food here is quite good, which is why I’m giving it three stars; however, the front-of-house experience needs significant improvement. They rely on kiosk ordering, which would be fine if the kiosks were functioning properly. One kiosk doesn’t accept payments, and another is completely out of order. As other reviewers have pointed out, this has been an ongoing issue for months. Furthermore, both the ketchup pump and the water dispenser have been broken for a long time. I'm also concerned about the cleanliness of the tables and floors. Come on, Shake Shack, the majority of the negative feedback highlights your clear disregard for maintaining the dining area.

I absolutely love Shake Shack! It's my go-to spot for burgers, and I find myself craving it often. I've been to the Burlington location three times, but my last two experiences have been disappointing. I usually order a ShackBurger, but recently I've noticed that the burgers have been overcooked, with a crispy outside that almost resembles corned beef hash. Additionally, the lettuce and tomato haven't been great; the tomato slices are small and lack juiciness, while the lettuce has been thin and a bit wilted. Since this is the closest Shake Shack to me, I plan to return in the future, but I really hope they can make some improvements. A few weeks ago, I visited the Cambridge location, and the burger there was fantastic!

Located in the Burlington mall, this Shake Shack provides a well-known experience. The staff is welcoming, and the food is on par with other locations. Although there’s nothing particularly exciting about it, your meal will be served promptly, enabling you to continue with your day.

I had never been to Shake Shack before, and I was genuinely impressed! I tried the Shack Stack, and it was so delicious that I didn't even need ketchup, which is quite a rare achievement for me. The parmesan truffle fries are phenomenal—crispy on the outside and perfectly tender on the inside. And the shake was remarkably creamy and flavorful. I will definitely be ordering from there again soon!