Anyone hating on this establishment in the comments is just a hater that doesn't appreciate good restaurants and service when they first open. Food 100/10 same with the lovely workers and space. Waiting outside is expected on an opening of any restaurant, mostly when waited on. Great job. Well Worth it as the food came out way faster than I expected too. Better than chic fila and Five-guys

First try and the veggie burger was delicious, got the fudge shake it was good, my daughter got the strawberry shake even better and Deondre cashier amazing! excellent customer service, very kind and brought us the food to the table.

Hang in there SHAKE SHACK as there are more people rooting for you and your success! The burgers are absolutely delicious and the service top notch. Folk, especially the ignorant ones, can be demanding, rude, and inconsiderate when it comes to new businesses. They want the new business in the area, but at the same time destroy it with their nitpicking and foolish comments. Instead, be patient, understanding, and support your local restaurants. Give them time to work out the kinks before you gripe and complain and tear them down being absolutely petty.

I was so excited to try this place when they opened up. I ordered the shroom burger and 2 chicken sandwiches with cheesy fries it was delicious! I got the shake it was kinda thick and heavy but still good. I want to come back to try the Korean burger.

The burger was decent, but the patty was a bit dry and lacked seasoning. The shack sauce helped, but it still didn’t impress me. The fries were crispy, but not very flavorful, and the milkshake was good but not exceptional. The service was friendly, but the restaurant was quite busy, and the atmosphere felt a bit rushed. Overall, it’s an okay option if you're craving a fast meal, but I wouldn’t consider it a top choice for a quality burger.

I never really post reviews but after the interaction I had today it is important I do so. I think modern society feeds on negative feedback. I placed an order online and arrived to pick it up. I was met by Sahara who immediately asked how she could help me, mind you the place was busy and all the workers were hustling. The order was no where to be found, long story short it was a problem with the computer ordering software. Sahara quickly grabbed the manager and together they troubleshooted the problem while simultaneously multitasking, communicating with other workers and handling multiple customers at once. It was not only her exceedingly high level of consideration, proficiency, and team communication skills that were notably impressive, she did this all with a beaming smile and radiant personality. I am a SWAT/Rapid Response RN at Crouse Hospital, I was also night charge nurse in the ER. I work with teams of people in life or death intense situations as a career. As a society I believe in lifting up others with exceptional qualities in whatever line of work they are doing. I am not a person who expects special treatment or the feeling that others “owe” me something. For someone to impress me it says a ton about the individual. Sahara has all the qualities of someone who will go on to become extremely successful in whatever she dedicates herself to. I was unable to get the managers name but also equally as polite and professional. They made right on my order without hesitation. I always value and appreciate meeting exceptional and kind people in this world and wanted to show my gratitude!

Michael Spine

I never really post reviews but after the interaction I had today it is important I do so. I think modern society feeds on negative feedback. I placed an order online and arrived to pick it up. I was met by Sahara who immediately asked how she could help me, mind you the place was busy and all the workers were hustling. The order was no where to be found, long story short it was a problem with the computer ordering software. Sahara quickly grabbed the manager and together they troubleshooted the problem while simultaneously multitasking, communicating with other workers and handling multiple customers at once. It was not only her exceedingly high level of consideration, proficiency, and team communication skills that were notably impressive, she did this all with a beaming smile and radiant personality. I am a SWAT/Rapid Response RN at Crouse Hospital, I was also night charge nurse in the ER. I work with teams of people in life or death intense situations as a career. As a society I believe in lifting up others with exceptional qualities in whatever line of work they are doing. I am not a person who expects special treatment or the feeling that others “owe” me something. For someone to impress me it says a ton about the individual. Sahara has all the qualities of someone who will go on to become extremely successful in whatever she dedicates herself to. I was unable to get the managers name but also equally as polite and professional. They made right on my order without hesitation. I always value and appreciate meeting exceptional and kind people in this world and wanted to show my gratitude!

Maya McCullough

It is the only fast food place with restaurant quality service. Having a hostess that assists with dine in and take out orders contributes so much to the atmosphere. There was a little wait but you can see the staff actively making every order fresh. The food was great.

I heard a lot about this place from many people. I tried it when it was new and then I finally went back recently to give it another try. The first time I think because it was a lot of people things were really rush. Now that everyone has had there chance. I wanted to give it a fair chance. I hate that you have to pay for everything separately it’s really unfair. The fries are not worth it. The burgers were delicious! I am starting to love smash burgers. I had sauce on my burger too. The shake was thicker than thick! I tried strawberry and cookie and cream shake. It still took a while for the food to come but is nice and hot! The space is small but they offer seating inside and outside.

I stood in line a few minutes until I was asked if I was paying cash or card. I responded I have both, whichever is easier for them. I was directed to a counter that had one person in front of me. All told it took maybe 6 minutes to order. The process was relatively simple albeit I am not very familiar with the menu. I took the marker to a table and sat down. The food was brought out to me in about 5 minutes maybe a hair over. I ordered a big shack burger. It was similar to a big Mac with the bun in the middle. Hover it was so good. The veggies on top were fresh and the burger was cooked perfect. My only complaint is that the Shake Shack app does not recognize this location as being open. I would have preferred to order in advance especially since they have a couple deals in the app. Highly recommend trying Shake Shack but be prepared this is a quality burger not a fast food burger. Expect to pay a little more, think 5 Guys.

Got there about 10 minutes after they opened and we waited just about 10 minutes to order at the kiosk so not bad. There are 4 kiosks and 1 register at the counter for cash customers. While we waited, the employees would go around and ask if anyone needed any sauces and napkins. The food was brought to our table and the wait was less about 5 minutes and the food was perfect! The only reason I gave it 4 starts instead of 5 is because there is no drive through which might be normal for shake shacks so I’m not sure.

Vikki Melonz

I heard a lot about this place from many people. I tried it when it was new and then I finally went back recently to give it another try. The first time I think because it was a lot of people things were really rush. Now that everyone has had there chance. I wanted to give it a fair chance. I hate that you have to pay for everything separately it’s really unfair. The fries are not worth it. The burgers were delicious! I am starting to love smash burgers. I had sauce on my burger too. The shake was thicker than thick! I tried strawberry and cookie and cream shake. It still took a while for the food to come but is nice and hot! The space is small but they offer seating inside and outside.

Caroline

Got there about 10 minutes after they opened and we waited just about 10 minutes to order at the kiosk so not bad. There are 4 kiosks and 1 register at the counter for cash customers. While we waited, the employees would go around and ask if anyone needed any sauces and napkins. The food was brought to our table and the wait was less about 5 minutes and the food was perfect! The only reason I gave it 4 starts instead of 5 is because there is no drive through which might be normal for shake shacks so I’m not sure.

Richard Stevens

I stood in line a few minutes until I was asked if I was paying cash or card. I responded I have both, whichever is easier for them. I was directed to a counter that had one person in front of me. All told it took maybe 6 minutes to order. The process was relatively simple albeit I am not very familiar with the menu. I took the marker to a table and sat down. The food was brought out to me in about 5 minutes maybe a hair over. I ordered a big shack burger. It was similar to a big Mac with the bun in the middle. Hover it was so good. The veggies on top were fresh and the burger was cooked perfect. My only complaint is that the Shake Shack app does not recognize this location as being open. I would have preferred to order in advance especially since they have a couple deals in the app. Highly recommend trying Shake Shack but be prepared this is a quality burger not a fast food burger. Expect to pay a little more, think 5 Guys.

Brian

Great burgers. Definitely superior to any other fast food burger in the area. The only thing I think they can improve are the Fries.

Bad timing as a bus of cheerleaders showed up! Friendly workers and juicy burgers.

Check-in and waiting is not pleasant. The seating is very Spartan and people have to try to find a place to stand while they wait for their food.

I was excited to try out the new shake shack today for the first time as I visited several other locations throughout the country. Most of the employees that work there were super nice and accommodating asking if they could get us anything and apologizing for the long wait. However, once I receive my food, I headed towards the parking lot to find a car Illegally parked behind me for several minutes. Another car politely honked to signal to this car that they would need to move so that they could maneuver the parking lot safely when the driver of the illegally parked car began screaming and cursing out the driver of the car that honked. When I honked too to signal that I also needed to leave, she began cursing at me too. It turns out she was dropping someone off that was starting their 5 PM shift, so it’s understandable why she illegally parked because she was just dropping someone off. However, then the driver, began telling her friend who works at Shake Shack, “ I hope you have a good shift and this is why people spitt in peoples food!” Which I thought was inappropriate and made her friend who she was dropping off for work and herself look bad and me hesitant to return to this location.

my food took around 25 minutes to come on a normal day. nice service, clean atmosphere, and the burger was delicious. bathrooms were clean and nice

First time at this location. Staff was great. Food was ok. Although my milkshake was delicious.

Typical great shake shack food but I have never been to a busier place. Prepare to wait at least half an hour

The crew was friendly, the food was great, but unfortunately I can't say I will be back - simply based on the price-to-value ratio.

Food was great and service was good but the place was super busy and a lot of customers had nowhere to sit. It was also super loud inside.

Ok so the food is pretty good (though I got one of the weird milkshakes. It was not great, probably best to stick to the classics) the burger was good and the fries were as well. But overall nothing to write home about. Really the quality is a little above classic fast food its akin to going to a five guys, in terms of food quality. The service was rather slow, but it was also pretty new at the time we went. The atmosphere is clean but boring, it lacks personality that's the main thing. It is purely functional.

As most reviewers have mentioned, the wait is pretty long if people are standing in line outside so don’t complain if you choose to wait. If a kiosk is closed when you walk in it means the order volume has exceeded the staff making the food and will be back in service once they catch up. With that being said, the burgers are outstanding and if you are gluten-free, the gf buns are seriously the best I ever had which makes the burger that much better.

The food was okay. They have gluten free buns for the burgers, but the burgers were extra greasy. I was not a fan of that to much. They have crinkle cute fries which are one of my favorite cut of fries. Crunchy ans soft. The milkshake was really good. I got vanilla 😋

Food was good! The parm garlic fries could have used more garlic, but the fries in general were cooked well. The french onion soup burger was sooo good. It was a bit crowded, but I went around dinner time. What it really needs is to get online ordering up and running.

This place was super busy, but they worked through like champs. I got a free burger on veterans day and they were fine with it. The burgers aren't the best, too thin to try well or rare. But a great experience otherwise, id recommend this place (off peak hours)

Great burgers. Definitely superior to any other fast food burger in the area. The only thing I think they can improve are the Fries.

The burgers and shakes are always great but the fries are terrible, also when will the online ordering be available through the app? It’s been almost 2 months, not everyone wants to wait in line Every-time. The service is good but they only have 1 person cashing people out and 4 kiosks for card even though there’s usually only 2 open. The wait/lines have been dying down but I’m looking forward to using the app to order.

The wait time was long... more than 40 min. I think the place is fairly new, so it packed. But the fries were fresh and the bun-less sandwich was good. I think if they had more staff I might go there more often.

Just like any fast food its greasy slop that makes you feel good, but is it worth the often 30 minute wait? The atmosphere isn't something id ever want to sit down in from the noise and people, but the music selection they have is great!. Service wise it's fairly average. Some days are better than others, so yeah, perfectly average. The price is pretty ridiculous for 2 burgers, sharing fries and a shake, but what isn't anymore. Keeps me away from eating grease all the time so maybe thats a good thing. If id have to recommend anything. Order online pickup, you wont have to wait inside which is a win for me. Conclusion, perfectly average.

We came to Shake Shack for the first time ever tonight. We came with our child who has a severe and rare food allergy. The person working the counter was one of the kindest people I've come across in a long time. He went above and beyond to answer every question we had and ensure we understood he couldn't guarantee anything. We ordered one of our burgers well done and it did not come out that way. When I spoke to the worker he apologized profusely and immediately had the burger remade. Before we knew it he hand delivered the new burger to our table along with a little something to make up for the inconvenience. It was then that I thought to ask his name. His name was DJ and he deserve all the praise I can give and I hope he is recognized for how hard he works and how wonderful he is with his customer service.

Ali

We came to Shake Shack for the first time ever tonight. We came with our child who has a severe and rare food allergy. The person working the counter was one of the kindest people I've come across in a long time. He went above and beyond to answer every question we had and ensure we understood he couldn't guarantee anything. We ordered one of our burgers well done and it did not come out that way. When I spoke to the worker he apologized profusely and immediately had the burger remade. Before we knew it he hand delivered the new burger to our table along with a little something to make up for the inconvenience. It was then that I thought to ask his name. His name was DJ and he deserve all the praise I can give and I hope he is recognized for how hard he works and how wonderful he is with his customer service.

Frank Chatterton

Ok so the food is pretty good (though I got one of the weird milkshakes. It was not great, probably best to stick to the classics) the burger was good and the fries were as well. But overall nothing to write home about. Really the quality is a little above classic fast food its akin to going to a five guys, in terms of food quality. The service was rather slow, but it was also pretty new at the time we went. The atmosphere is clean but boring, it lacks personality that's the main thing. It is purely functional.

Elegy Addams

Food was good! The parm garlic fries could have used more garlic, but the fries in general were cooked well. The french onion soup burger was sooo good. It was a bit crowded, but I went around dinner time. What it really needs is to get online ordering up and running.

I didn't think a burger place could take longer than mcdonalds but here we are

It was our first time there, the wait was 30 minutes. Food was okay, we didn't care for the shakes, the chocolate was to intense if you know what I mean. The people were very nice!

The food was great I had a double cheese burger but the top bun was cold. Drinks were good too just had a soda.Long lines and wait time but something worth it wont ever come easy. Great atmosphere thanks.

The food was decent for the price but my biggest issue was the wait to order. Too long and this was after lunch time 2ish pm. Not dinner or lunch were its a bit more understandable.

The wait was over 30 minutes, it appeared due to not enough staffing or unmotivated employees, almost appeared there wasn’t a manager on duty, just maybe a lead person and behind the counter staff, the food was good but the wait is way to long. Not sure if I’ll go back anytime soon.

Average taste for burgers and fries. But probably at twice the price. Shakes are good and I would go back for those alone. If you are seeking a cheaper alternative for burgers, go to Wendy's. McDonald's has better fries as well. Plus the kiosks tend to make long wait times.

The manager was not helpful when our order was charged twice to our card , maybe she couldn't do anything about it but she was dismissive and uncaring about it . The burger was really good , It's pricey for a burger place , three of us 77 dollars . We didn't order anything crazy just sandwhich , one side and a drink each .I'd go back only bc the burger was that good . Don't order the hot dog though they over cook it like alot. It does take a few to get your food bc they cook it to order .

So I decided to try shake shack for the first time. I waited until it appeared that the parking lot was half empty so I wouldn't have to wait. Much to my surprise it was still 20 minutes of my life I'll never get back. Upon entering, two of the four kiosks were broken already. I guess due to the number of options it took the one person in front of me in each of the two remaining kiosks 5 minutes to order a simple hamburger as they navigated through the onerous POS system. The one open register at the counter would only accept cash so it just sat empty with an employee staring at the wall. Seven of us were in line at the kiosks evidently only with credit cards to pay. Once the order was in, it took 13 minutes for the drones in back who are generally just congregated in a circle chatting and on their phones to actually produce a hamburger. You would think this would be a little more efficient since making hamburgers is actually what they make all day long. While I was standing there I noticed one wall was completely covered with ketchup where somebody had sprayed it all over. It was dried and crusted so it wasn't something that just happened. Obviously nobody cares about that, typical in today's world. The only bright light was the young lady working out on the floor who was busting her ass trying to keep things running by herself. So I got to give credit to her for trying to be efficient and friendly. Once I had possession of my burger I will say it was delightful. Not worth what they charge, as I'll never be back due to the high prices, but it was a nice treat. I thought five guys was bad, but you get a burger fries and a drink here and it's going to put you back 20 bucks, which is criminal I guess if the 14 employees in back standing in a circle were more efficient you could have less of them and actually charge the customer less. I wish you well but I will be sticking to the Chick-fil-A across the street from now on. I don't understand how you can go to a Chili's and get an appetizer, drink and a custom hamburger for 14 bucks delivered to a table in less time and cheaper than it takes to get something from a fast food joint.

Good food, but the staff is not friendly. I thanked the young man who brought me my food and told him to have a food day. No reply. We got shakes with our to go order.I looked for straws, and couldn't find them. There was heavier female with her hair covered, who was leaning on the counter watching someone else take an order. She looks at me and widens her eyes at me like "what " and I asked her where the straws were. She says nothing and just continues to stare at me. So I repeat my self, and she grabs the straws from behind the counter. I again say thank you, she says nothing and goes back to leaning on the counter. They weren't overly busy, and they had just opened so im not sure what was going on. The restaurant was very clean, and the food was hot when we got it.

I walked to the register because I was paying with cash, I was ignored for 5 minutes with the workers looking at me strange because I wasn’t using the kiosk? Finally someone said is that girl picking something up or? And a girl begrudgingly came and took my order. The kid who brought it over was nice. Customer service is just dead like your job cannot be that bad smh. Love the food, do better as people being paid to work there.

No drive through but not a big deal. Quick service. Got the True Love Shake. Not exceptional or anything like that. Flavoring tasted fake, pretty much like any fast food shake with a little fancy look to it. $ 9.00 definitely not worth it. Drank almost half and threw the rest away. Won't get that again. ☆☆☆

Mike Thurston

Average taste for burgers and fries. But probably at twice the price. Shakes are good and I would go back for those alone. If you are seeking a cheaper alternative for burgers, go to Wendy's. McDonald's has better fries as well. Plus the kiosks tend to make long wait times.

This place may improve when the novelty wears off and the traffic slows. However, during the second week after their opening, there was a very, very slow moving line to reach a kiosk to place your order. Of the four kiosk available, two of them said they were "on a break". In other words, they were either out of order or the management couldn't handle the flow of orders unless they limited the number of functioning kiosks to two. From the time I joined the line, it took 32 minutes to place my order. This was not due to a long line, but rather to an incredibly slow line. Instructions on the screen were not clear. You do have an option to customize your burger, and I chose to omit the tomato slice. However, I had to call for help to find out how to pay because there are no instructions. The first employee didn't know how. The second was impatient and rude, but he told me to press the bag icon on the screen. One might think the bag icon was a means for indicating you wanted your food to go, whereas I was eating in. So, maybe I wouldn't have had to ask for help if the screen displayed a food tray icon. After you press the bag icon, you are prompted to enter your name, select a table identification sign from the pile next to the kiosk, enter that number, and only then are you instructed to scan your charge card. Although there are no instructions posted that I saw, if you bring cash, you can walk by the kiosks to a cash register and place an order with an employee. While I was there, no one was standing at the register. After you finally place your order, you take the table identification sign with you and find a seat if you can. The wait for the food was 11 min. So, the most important question is was the food worth the total wait of 43 minutes. I'm sorry to say that it was not. The strawberry milkshake was ordinary, which is surprising considering the name of the place is Shake Shack. If you want a really good strawberry shake with small chunks of real strawberries in it, go to Five Guys. The burger was well beyond juicy, it was greasy. If you want a tasty burger that's not greasy, go to Burger King where they use a flame grill and most of the grease falls through the grill grate to produce smoke that flavors the burger. All in all, I don't think I'll be back.

N N

This place may improve when the novelty wears off and the traffic slows. However, during the second week after their opening, there was a very, very slow moving line to reach a kiosk to place your order. Of the four kiosk available, two of them said they were "on a break". In other words, they were either out of order or the management couldn't handle the flow of orders unless they limited the number of functioning kiosks to two. From the time I joined the line, it took 32 minutes to place my order. This was not due to a long line, but rather to an incredibly slow line. Instructions on the screen were not clear. You do have an option to customize your burger, and I chose to omit the tomato slice. However, I had to call for help to find out how to pay because there are no instructions. The first employee didn't know how. The second was impatient and rude, but he told me to press the bag icon on the screen. One might think the bag icon was a means for indicating you wanted your food to go, whereas I was eating in. So, maybe I wouldn't have had to ask for help if the screen displayed a food tray icon. After you press the bag icon, you are prompted to enter your name, select a table identification sign from the pile next to the kiosk, enter that number, and only then are you instructed to scan your charge card. Although there are no instructions posted that I saw, if you bring cash, you can walk by the kiosks to a cash register and place an order with an employee. While I was there, no one was standing at the register. After you finally place your order, you take the table identification sign with you and find a seat if you can. The wait for the food was 11 min. So, the most important question is was the food worth the total wait of 43 minutes. I'm sorry to say that it was not. The strawberry milkshake was ordinary, which is surprising considering the name of the place is Shake Shack. If you want a really good strawberry shake with small chunks of real strawberries in it, go to Five Guys. The burger was well beyond juicy, it was greasy. If you want a tasty burger that's not greasy, go to Burger King where they use a flame grill and most of the grease falls through the grill grate to produce smoke that flavors the burger. All in all, I don't think I'll be back.

Waited 45 min for cold fries, no plates, no ice water…. Will not be back, can go to a sit down restaurant for the same price.

They have a reputation of being slow, incorrect, and unapologetic. By unapologetic, I mean that the"owner" will probably apologize to me on this post, but won't do a thing about it. I'm sure the owner is busy soaking up some sun in the Bahamas.

I Waited 30 mins at 8:30pm to get to the kiosk. 4 kiosks only 2 open. 2 registers nobody was working on. Waited another 15 mins for my food. Food was decent. I got 2 shakes and they were pre-made and had been sitting out. With some adjustments I think this place could be good, but unfortunately being a brand new establishment and having 2 kiosks open with a line wrapped around the building isn't a smart move.

Waited about 30 minutes for two burgers and two fries = 35 dollars. Sadly, the shake machine was out of order. Won’t be returning.

As a fast food restaurant, your are not supposed to let you customers wait more than an hour to get your food, other than that just a regular shake shack store

This place needs some serious work! Kiosks are so slow,front-end employees are even slower! If I'm in the mood for Shake-Shack I'll get on the thruway!!!

I have been twice. Once for free because I was invited. Once on my own will. Both times extremely long wait, and it costs more for less than you get down the road. However the first time they messed my order up and nearly refused to fix it. I never even left the building. They forgot to make them doubles and somehow it was my fault. Second time I order 2 shakes, and 2 smokestacks. They had 1 kiosk open, even with a incredibly long line. Opened a second when the place was near dead empty. Then I see tens of people after me get their smokestacks and shakes until I finally get mine. Why did those people that ordered far after me get their identical burger first? Even worse was a fry fell off the tray, and the lady with her gloves literally put the fry in her mouth. Way to be sanitary. Already a let down their fries are flaky and undercooked. A let down it costs 30-40% more than a burger place down the road. Now you make us artificially wait for no reason and the employees think it is okay to just eat with gloves off the trays?

Took 35 minutes to get our food. Onion rings were cold, hot dog was mediocre, tough, and chewy. Their shake shack sauce is basically just pure mayo without much flavor. The hamburger buns are too soft and do not hold up, Burger near raw. Although, some of the service people were nice. Fist and last time I'll visit one. It's bad when our terrible local sonic makes better food.

Ordered a chicken sandwich and the meat was very thin and overcooked. I couldn’t even bite through most of the chicken due to how hard it was. The fries were good, but having to wait 15 minutes for my meal to not turn out great was a little disappointing.

Definitely not worth the 40 minute wait during opening week. Chick fila is right across the street and way better and I believe even cheaper. Got the french onion soup burger and it tasted really salty or just off, and the oreo funnel cake shake takes straight from the fair (maybe the goal?) Definitely don’t recommend unless you’re desperate

Took 35 minutes for two burgers. Both times I've gone its taken this long. If you're looking for a good burger that doesn't take dine-in times, just go to Five Guys.

My wife and I each had a burger(single), an order of fries, and a large diet coke. This came to $40. The food was fine. It just wasn't worth the price though. The burgers were small. We ordered quickly and had to wait 20 minutes for our food. I'm not sure what the fascination is to tell the truth.

The staff was really rude. There were only 2 kiosks open and the staff were behind the register talking amongst themselves. I went up to the counter to ask if I could order, and they looked at me, scoffed and went back to their conversation. Completely unprofessional. The food was mediocre at best. There were vast temperature differences, with cold spots. The shakes were super thin and not enjoyable at all. For a restaurant that's known for shakes, it was a disappointment. Especially for the price we paid. I'm not likely to go back at any point in the future.

Ordered via grub hub. Burger, fries & shake $27.00.. Received burger & fries. NO Shake. Driver says the restraint is very busy & un organized not her problem call and ask for a refund. Call the store get a voicemail that they are too busy to answer leave a message and the manager will call you back in 24 hours. The ONLY reason I ordered from there was for the Shake. Very disappointed.

I was a huge fan when I lived in Boulder, so I was excited to see them come to Syracuse. I probably should have known better as nothing good happens here. Friday evening around 730. Not crazy busy but still took over 39 minutes for a burger, fries and a shake. I could have had the same thing delivered in less time in Boulder. The quality is passable, but flavors are muted and nothing really stood out. I took a number to my table but still ended up having to go retrieve my order. So much room to improve and meet the standard I found in Colorado. I'll go back in a few months to see if they improve at all.

Honestly the food was good but not sure if a burger, fries and a soda is worth $25. The thing that really turned me off was the service. People were slow at the kiosks and one was out of order. it took 10 minutes of waiting just to place the order at 4pm. If you want a kiosk ordering system, then at least have enough for a moderately busy time and all of them operational. Then it took nearly 30 minutes to get my simple burger, fries and a soda...so in total about 40 minutes of waiting. The kicker, people were there before me and did not get their orders as I got mine - and their order was even smaller, so really inconstant service - it was clear they were annoyed as well. For the price and wait you may as well skip Shake Shack and go to a sit down restaurant. Likely will be cheaper as well. I wouldn't have gripped so much about the price if it wasn't for the wait time at a fast-casual burger joint. Overall I probably won't be back

Unimpressed. I've been to the Shake Shack in King of Prussia PA and their service and food was good. This place in DeWitt is self service order and then you wait. And I mean wait. I ordered two burgers, two fries, and two shakes. It took more than 20 minutes. Food was meh. Certainly wasn't worth $44. Won't be back. If you want a burger go to 5 Guys.

The juice is not worth the squeeze!!!! I have no problem paying good money for good food. Unfortunately I paid good money for barely average food. The parmesan fries were terrible. The strawberry lemonade was not sweet and tasted like mopwater. The only decent thing I got was the burger but it was loaded with peppers which wasn't disclosed when I ordered it. I took me about 40 minutes to get my food and they have the nerve to ask for a tip😤. For basic combo meal I paid about $27- never again. Could've driven two more blocks and gotten chilli's ten dollars meal which includes all of that and tastes wayyyy better.

Food was okay at best. Husbands grilled cheese was literally flattened underneath my incredible sad burger. They forgot to add cheese to the cheese fries I ordered and it took over five minutes of waiting at the register for someone to acknowledge there was a customer. Hoping that once things die down it will get better. Overall very expensive for what you get.

Took very long time to get our food was not worth the wait . My bacon cheeseburger looked like it was dropped on the floor all slid apart also looked to be about half the size of the picture on the menu. Wife’s hot dogs were tough and way over cooked I tried one terrible had better at a gas station. . Fries were way overcooked. Tables were not clean and no one bothering to clean them. Definitely our first and last time there .

The Cool Dad

I was a huge fan when I lived in Boulder, so I was excited to see them come to Syracuse. I probably should have known better as nothing good happens here. Friday evening around 730. Not crazy busy but still took over 39 minutes for a burger, fries and a shake. I could have had the same thing delivered in less time in Boulder. The quality is passable, but flavors are muted and nothing really stood out. I took a number to my table but still ended up having to go retrieve my order. So much room to improve and meet the standard I found in Colorado. I'll go back in a few months to see if they improve at all.

Robert Bender

Took very long time to get our food was not worth the wait . My bacon cheeseburger looked like it was dropped on the floor all slid apart also looked to be about half the size of the picture on the menu. Wife’s hot dogs were tough and way over cooked I tried one terrible had better at a gas station. . Fries were way overcooked. Tables were not clean and no one bothering to clean them. Definitely our first and last time there .

Jake Odom

Took 35 minutes to get our food. Onion rings were cold, hot dog was mediocre, tough, and chewy. Their shake shack sauce is basically just pure mayo without much flavor. The hamburger buns are too soft and do not hold up, Burger near raw. Although, some of the service people were nice. Fist and last time I'll visit one. It's bad when our terrible local sonic makes better food.

Kiki Raymond

The staff was really rude. There were only 2 kiosks open and the staff were behind the register talking amongst themselves. I went up to the counter to ask if I could order, and they looked at me, scoffed and went back to their conversation. Completely unprofessional. The food was mediocre at best. There were vast temperature differences, with cold spots. The shakes were super thin and not enjoyable at all. For a restaurant that's known for shakes, it was a disappointment. Especially for the price we paid. I'm not likely to go back at any point in the future.

Jon Powell

Honestly the food was good but not sure if a burger, fries and a soda is worth $25. The thing that really turned me off was the service. People were slow at the kiosks and one was out of order. it took 10 minutes of waiting just to place the order at 4pm. If you want a kiosk ordering system, then at least have enough for a moderately busy time and all of them operational. Then it took nearly 30 minutes to get my simple burger, fries and a soda...so in total about 40 minutes of waiting. The kicker, people were there before me and did not get their orders as I got mine - and their order was even smaller, so really inconstant service - it was clear they were annoyed as well. For the price and wait you may as well skip Shake Shack and go to a sit down restaurant. Likely will be cheaper as well. I wouldn't have gripped so much about the price if it wasn't for the wait time at a fast-casual burger joint. Overall I probably won't be back

Jay Boyd

The juice is not worth the squeeze!!!! I have no problem paying good money for good food. Unfortunately I paid good money for barely average food. The parmesan fries were terrible. The strawberry lemonade was not sweet and tasted like mopwater. The only decent thing I got was the burger but it was loaded with peppers which wasn't disclosed when I ordered it. I took me about 40 minutes to get my food and they have the nerve to ask for a tip😤. For basic combo meal I paid about $27- never again. Could've driven two more blocks and gotten chilli's ten dollars meal which includes all of that and tastes wayyyy better.

Long post ahead, please stay to read. I was so excited to try this. We always pass them on the thruway and figured why not drive to Syracuse. A big mistake on our part. We walked in, 2 people were ordering and 5 people were waiting for their food. The kiosk was easy to use, but only 2/4 of them were working. We sat after placing our order. Waited 35 minutes for our food! Prior to this three people went up and asked about their wait and was told 5-10 more minutes. When our food finally came out, it was cold! How? If I’m waiting 35 minutes at a fast food restaurant, the food better come off the grill piping hot. We ordered the French onion burger, cheese fries, garlic parm fries, a smoke shack burger, a limited sugar cookie shake, and a vanilla shake. The fries clearly had a slice of cheese melted on top and the burgers were cold. The milkshakes were good, nothing spectacular for the restaurant name, but glad I ordered those. The service was so slow! These poor police officers were on their dinner break and this is no place to go when you’re on a break. I would much rather spend the 54 dollars I spent here on a local establishment, but I wanted to know what all the hype was about. Not sure if all locations are this terrible, but I won’t be back.

Allyson Brevetti

Long post ahead, please stay to read. I was so excited to try this. We always pass them on the thruway and figured why not drive to Syracuse. A big mistake on our part. We walked in, 2 people were ordering and 5 people were waiting for their food. The kiosk was easy to use, but only 2/4 of them were working. We sat after placing our order. Waited 35 minutes for our food! Prior to this three people went up and asked about their wait and was told 5-10 more minutes. When our food finally came out, it was cold! How? If I’m waiting 35 minutes at a fast food restaurant, the food better come off the grill piping hot. We ordered the French onion burger, cheese fries, garlic parm fries, a smoke shack burger, a limited sugar cookie shake, and a vanilla shake. The fries clearly had a slice of cheese melted on top and the burgers were cold. The milkshakes were good, nothing spectacular for the restaurant name, but glad I ordered those. The service was so slow! These poor police officers were on their dinner break and this is no place to go when you’re on a break. I would much rather spend the 54 dollars I spent here on a local establishment, but I wanted to know what all the hype was about. Not sure if all locations are this terrible, but I won’t be back.

J Marie

Went to a few in NYC years ago. Not the same. 3 of 4 kiosks working and no cashier w/a line of people out the door. $10.50 for a really small burger $4.50 for 5 onion rings One and done.

I ordered from shake shack today and I was very disappointed with the way the fry’s were cooked they were soggy and the employee I’m guessing her name is sylvanna cause that’s what everyone was calling her was very rude I just don’t get why have people working who are ignorant and act like they don’t want to be here

Waited half an hour for 2 burgers and 1 burger that had a hair in it. Would go again.

Food was cold , long wait lines. Got order wrong 3 times. Not worth the hype for price

Would love to try this place out, but "Online ordering unavailable" EVERY TIME. Some people have short lunch breaks and don't have time to stand around waiting in lines.

In two attempts at this restaurant both time had a severely undercook burger. I even selected well done in the options and got mostly pink patties. The wait time is also very long.

The food is okay. The burger is similar to Wendy's. The service is awful. If you go to the cashier you have to pay cash, they won't let you use a credit card, which makes no sense. The people working there looked shady and slovenly.

Came in yesterday with my wife and got a bacon cheeseburger and it was half raw soo pink inside When I told the people all they wanted to do was remake me one they won’t even refund to me. They got me so sick.

Ordered shake, it took more than 30 minutes. Many staff, not efficient. Don’t recommend to come here during either lunch or dinner time.

Crap design. Self checkout area is in the worst possible spot with nowhere to form a line. Btw, when four staff members are up front, take orders from people at your counter to minimize the line.

Food is good but omg thought wait time will be better with time after opening months, but its one if the longest wait time ever had to endure… non efficient, need to improve

Didnt get try foid place order online and somwhow i am told ita not that ahakeshack ita .8 miles up road yet this only one in ny. Tattooed manager needs to learn customer service 40 dollars in food juat to be told i dont matter cuz of hugw line qnd now 20 mins on phone just for refund because nevwe got my food

Place was dirty, took forever to get food and it was cold when we finally got it and was over priced. Next time I'll stick with Five Guys.

Parking lot had black ice. When I told manager Amanda she would barely come outside to look at it. Bad attitude for something that could be much worse if we where the sewing type.

So we went here with a couple friends. 4 of us got our food timely but the price for 2 of us was insane!!!!! A chicken sandwich, a burger, a small fry and 2 drinks was $48!!!! One of my friends ended up waiting a half hour for his food and he didn't even get to eat with us!!!! Terrible first impression, definitely will not be going back!!!!!!

This is the second time we have visited this restaurant. Both times to get their peppermint bark milkshakes and both times they have been out. We ordered 4 milkshakes. After 30 minutes we went up and asked if our order was ready. When they gave us our milkshakes we knew they had been sitting for awhile due to them being half melted and the whip cream being deflated. Beware, the service is extremely slow!

The burgers are good, but it's not worth the ridiculous wait. I've been twice during non-meal hours and had to wait over half an hour both times. If they're struggling this much during non-meal hours, they don't know what they're doing. This is a consistent complaint about this location since it's opened, and I don't know why there are people on here making excuse for them. Management either don't care, despite their canned replies here, or they don't know how to fix it.

We visited this restaurant twice now and both times to get there peppermint bark milk shake. Both times they were not available even though they were on the menue. On both occasions we waited over 30 minutes for 4 milkshakes and we could tell they had been sitting for a while. They were half melted and the whipped cream was all deflated

Staff was pleasant enough, but the location is very poorly run. Food was okay but pricey for the quality. The biggest complaint is online ordering is never available because the location is never adequately staffed. If they are not going to allow ordering on the app they need to apply the online deals in store. They need to go across the street to study how chick-fil-a manages the volume. Not sure I’ll go back as the value just isn’t there.

Some of the absolute worst service. Came here twice, first time a single burger took 35 minutes to come out. Thought I’d give it another shot today, this time it took an hour and the food never came, I had to complain to the manager and argue to get my money back. An hour of my time wasted at this garbage establishment. The manager didn’t apologize or offer to even give me the meal I waited an hour for while everyone who came in after my got served. Go elsewhere.

35 minutes for an okay burger. Very disorganized and beyond slow. Food is fine but not at all worth the chaos or the wait. This place is new and two of their ordering kiosks are out of service. There's no real waiting area so it's just a massive crowd of people with no food. In fact, there are more people without food than with food in the restaurant. I wish this place would be successful but all signs point to failure.

It took 30 mins for 2 burgers, fries, a grilled cheese and two shakes. When we got our burgers and fries they were cold. We asked for shack sauce on the side, we received some unknown, oily sludge in a cup. The grilled cheese had a piece of the plastic wrapper from the sliced cheese still in it. For the $50 it cost us, I would not recommend.

Every step I took in the store was cautious for fear of slipping. The floor was very greasy and the food was not clean. I got diarrhea after eating. It's not recommended for the elderly to come. The service is very chaotic. The hamburgers are half the size of the ones I bought in Seattle.

We ordered at the kiosk, which prompted us to tip—even though no one bothered to take our order or acknowledge us when we walked in. The service was technically fast, but the worker shouted names from behind the counter in a way that was impossible to understand. Both myself and another guest sat there confused because we couldn’t tell who she was yelling for. The kiosk even told us to grab a number, which turned out to be completely pointless. By the time my fiancé and I got home—a five-minute drive—our food was already cold. To make it worse, this was my fiancé’s first experience here, and it left a terrible impression. If this is the standard of service, the tipping prompt feels completely inappropriate. The entire experience was sloppy, unwelcoming, and frankly unacceptable. 0/10. I won’t be coming back.

It unfortunately doesn’t compete with its rivals. If you’re interested in price and speed, then Burger King is your better option. If you’re interested in quality for a comparable price and want your food in a reasonable time then Five Guys is the proper choice. Edit: After visiting a second time and waiting over 30 minutes (again) for our just okay food, I’ve had to edit the review. Nearly every burger place you could possibly go to does most things better than Shake Shack. Their burgers themselves are pretty good, but the organization of checkout, the horrendous speed, and price/quality ratio are just miserable here. Can’t recommend it.

Went to a few in NYC years ago. Not the same. 3 of 4 kiosks working and no cashier w/a line of people out the door. $10.50 for a really small burger $4.50 for 5 onion rings One and done.

I tried to order on the app couldn’t so I had to physically go inside to order and wait. When I finally did I grabbed my bag and left for work. Only to find out that the triple burger I ordered and paid for was missing. The chicken bits were so over cooked and burned that I couldn’t eat it. My coworkers were able to eat their burgers because mine was the only one missing. I tried calling and left a voicemail message for the manager and it said give them 24 hours to respond and of course nothing. It was a waste of time and money. I ended up having to buy another meal because of this. Don’t bother going here for food.

Drove 20 minutes to finally try out shake shack and I ordered the shack stack an added on avocados for an extra charge through the app. Total cost of the burger was around $16-$17. Finally got home with the food and they only gave me a plain cheeseburger with nothing on it. Tried calling the location that day and left a message. The machine said they’d get back to me in 24 hours. Next day came and no call back so I called again and left a message and still never got a call back. Tried calling a few more times and it said they’d voice mailbox was full. Very disappointing experience

Way over priced. $13 to $15 for a burger then and $5 for a small fry. Chicken nuggets were ok. Any speciality shake was not being served and the kisok doesn't state it until you ready to pay. No online ordering available and only 2 machines working. Very limited table space for the amount of people. Food comes out warm loke its sitting around for a while. Only 1 bathroom is functional and have to wait for awhile to use that. The workers are nice and place is clean is the only thing going for it. For 3 people, 3 burgers 1 fry, 1 onion ring, 2 milkshake it was like $70. I would rather eat at 5 guys or copper top across the street. If you want a smash burger look elsewhere like get smashed, double cheese or better burger.

Second visit and as im standing here waiting for 2 shakes I've seen more than 10 meals pass by and get prioritized. People who have ordered and before us and after us have received their order. Currently 22 minutes have passed since we got the text that out order was received.Will not give this place another chance until new staff and procedures are implemented to make simple services go smoother and faster. The staff are entirely uninterested in what they are doing and seem to have the personalities of cardboard.

This was honestly just a complete disaster from start to finish, and the last time I was this annoyed i was eating at a diner that was attached to a truck stop in the middle of nowhere america. Starting with the one and only positive, the interior looked nice and everything was clean. So congrats shake shack you managed the bare minimum. The kiosks are probably the most confusing I've ever seen, idk how shake shack cant look at their competition and just copy paste a functional ui for a kiosk but here we are. Having a system that relies on you taking a number plate to set on your table so staff know where to bring your food but not having enough plates readily available for your customers leads to nothing but disaster. My wait time from ordering at the kiosk to receiving my food was 38 minutes, which is insane especially considering we werent there at the lunch/dinner rush. Even if I wanted to eat here on my lunch break I wouldn't even be able to. Its pretty obvious that the front of the house is just lost and confused and cant keep up with back of the house. Watching staff struggle to find where to take orders and then just giving up and leaving them at the front counter for guests to figure out was both sad and hilarious. "We'll send you a text when your order is ready." That was a just an outright lie After all the shenanigans the food itself isnt even good. Raw bacon on my burger, fries still frozen in the middle, aioli that was 99% mayo, the avocado on my burger was fresh so that was a win I guess? Got the wrong shake all together. Almost $30 for a burger fries and shake....insane. Youre better off going literally anywhere else cause this doesn't offer quality, quantity or affordability. Like im honestly not sure how many more things could get screwed up in one visit, it straight up just blew my mind. 1/10 dont recommend. 10/10 will not be back. Im sorry I cheated on you 5 guys, ill never betray your trust again!

Eric Hrybinczak

Way over priced. $13 to $15 for a burger then and $5 for a small fry. Chicken nuggets were ok. Any speciality shake was not being served and the kisok doesn't state it until you ready to pay. No online ordering available and only 2 machines working. Very limited table space for the amount of people. Food comes out warm loke its sitting around for a while. Only 1 bathroom is functional and have to wait for awhile to use that. The workers are nice and place is clean is the only thing going for it. For 3 people, 3 burgers 1 fry, 1 onion ring, 2 milkshake it was like $70. I would rather eat at 5 guys or copper top across the street. If you want a smash burger look elsewhere like get smashed, double cheese or better burger.