Shake Shack Chestnut Hill

So I'll start with the good....the fries....everything else was extremely disappointing.....So you order here, they make your shake and let it sit and melt while they cook your food which takes an unbelievable amount of time. I had to ask how much longer it would be. We finally get our melted shake and burgers and the order is completely wrong....they were missing items that their signature burger normally had and completely messed up which burger had add ons. Will not be back...manager tried to offer to remake and we didn't have the time for that after waiting 30 minutes. Got our money back...ate the fries tried the burgers and threw them out and went to our movie hungry.

Very disappointing visit. Let’s start with the positives: my son’s cheeseburger, albeit small and lukewarm, was tasty and devoured quickly. The fries were hot and they did follow our request to serve them unsalted. Things fell apart on my order, however. The shroom burger, while definitely cheesy, came out cold and haphazardly slapped together. See my attached video to see how little avocado they give for $1.99. When I went back to ask for a little more, begging like Oliver Twist, they gave me a small, disgustingly gray, slice for me to add to the burger. But they don’t have utensils available at the self-service counter, so I guess they thought it would be fine for me to use my hands. That led to another trip back to the counter, where they gave me a plastic fork – exactly the wrong utensil for spreading avocado. But I had given up at that point and just chucked my food and went home and ate. The employees have no interest in good customer service. They are much more interested in talking to each other. If the manager there wants to check their security camera recording, they will see me and my son standing at the counter for quite a while while two employees chatted, managing to ignore us and not make eye contact when we arrived. Shaq was a world-class athlete, but Shack is definitely not even a third-class hamburger joint.

I get shake shack often in the NYC/NJ area and it's great to know I can get this exceptional of a burger with great consistency anywhere there is a shake shack. The double smoke is my go to. Kids liked hot dog, chicken bites and milkshake. Tried the new Buffalo chicken sandwich which was good but a little small. But these burgers are so much better than any other chain you could pick from.

They have 3 Kiosks from which to place your order. The Sun glares on the kiosk screen making it a little difficult to see. 5 stars is for the cheeseburger with crispy shallots. A-mazingly delicious. Ordered shake sauce on the side which was not included. Snagged a parking spot out front which made this first visit here an overall excellent experience.