"I tried the double smash burger and it was absolutely delicious… juicy, flavorful, and perfectly cooked. The seasoned fries were crispy and packed with flavor. I also got the banana pudding milkshake which was really good, but the highlight of our visit was the Dubai milkshake my wife ordered… absolutely outstanding! The food was fresh and warm, and the staff were friendly. The only downside was that the order pickup process wasn’t very organized. Our name was never called, and we only realized our bag was just sitting on the counter after a while, even as other orders were being called out. Still, the atmosphere was welcoming and modern, and there was plenty of parking. Overall, a solid 4 out of 5 stars."

"This was possibly the worst customer service experience I have ever had. If I’m spending $18 on a burger and fries—and almost $40 total—basic courtesy should not be optional. When I pulled up to the window, there was no greeting or acknowledgment. The employee shoved my drink into my hand without saying a word. When I struggled to grab both the drink and the straw at the same time, he became visibly annoyed and rolled his eyes at me. Immediately after, again without saying anything, he shoved the food into my hands. When I looked into the bag to check my order and noticed something was missing, he aggressively opened the window and snatched the bag out of my hands without asking for it back or offering any apology. To make matters worse, once I finally opened my food, I found a hair in my burger. At that point, the entire experience felt careless and unhygienic on top of being rude and unprofessional. If your company can afford to charge premium prices for food, it should also be able to afford proper customer service training and proper food handling standards. This level of service is unacceptable for the prices you charge."

"BIG DISAPPOINTMENT! This is one of my favorite burger places in the Richmond area. However, this is the worst burger I’ve ever had at Shake Shack. I ordered the “French Onion Burger” the sandwich is more like a sloppy Joe than a burger. The bread and fried onions are extremely wet and soggy. This burger has to be completely reconstructed enable for me to eat it. Big waste of time and money! Won’t be ordering this again! By the way my name is not John."

"Hamburger wonderfully delicious. Fries and milkshakes could be improved, especially since it's called Shake Shack. The fries were very similar to Orida crinkle cuts. They should be hand cut and fried in-house like 5 Guys does. Ane while I appreciate that the milkshakes are made in-house from awesome ingredients, they just tasted like a Dairy Queen Shake. I just think all of the food should be as delicious as your burgers. And the prices did seem rather steep. One double cheeseburger, fries, 2 drinks and 2 milkshakes was almost $45! I'll go back but only for a burger and a drink. No fries or shakes which is a shame."

"The food is amazing. Well seasoned, hot, and tasty! But that’s not the best part. Idk this managers name, but he is so inviting and attentive of his guests, as well as respectful. This place is very well run and I drive an extra 10 miles to come this one specifically. Asked his name. It’s Adam!"