Shake Shack
TL;DR, I had a bad experience at Shake Shack at Bay Street, Emeryville. I wrote to them and they gave me an apology and a gift card, so I’ll try going again. That said, Super Duper makes a fantastic burger! And Habit Burgers is a bit different but also delic’!
My letter:
I really was ready for this to be a fun dining experience. A few things stood in the way.
I did not like that my only option was to order on a screen at your Bay Street Mall location, with no one to take my order. The person at the front was busy fulfilling orders.
There is no indoor seating at this location so my only option was to stand in the vestibule, waiting for my food order to be called with many other people, which was not ideal.
It was very busy on a Saturday with a long line out the door. My order took a long time so I stepped out of earshot for a few minutes. I never received a text on my phone telling me that my food was ready, which was unfortunate. When I came back a few minutes later, I did not see my order on the counter so I waited some more. When I finally asked about my order, The cashier found it on the shelf behind the counter. Unfortunately, the food was cold by then.
It was a strange experience seeing all of the fast food workers making meals as fast as they could and they’re not being a buffer between me and them. Normally that would be a counter, a low wall, a cashier, tables and chairs… Etc.
The burgers we received looked and tasted a little.. weary. Maybe that’s just because they had been sitting for several minutes.



