Shake Shack, and why I don't like Danny Meyer

First, let me start by saying, I love the concept of Shake Shack as well as their Burgers, Fries, and Peanut Butter Shakes. Simply put (in my opinion), all three are the categorical best in Manhattan.

Since thats out of the way, lets get on to the problems. First, being a veteran customer of the Madison Square Park Shake Shack location, I know what to expect; long lines, good prices, and decent, if not a bit slow service. On the bright side, there is a web camera at Madison Square Park, so at least if you are near a computer and not far away, you can try and time your visit to one of the slower points, though realistically, there is never really a slow time. I have waited on line here as long as 45 minutes, and as little as 20 minutes, and I am NOT a guy who waits on lines for anything.

With the recent addition of Shake Shack Times Square (8th Avenue at 44th Street) I was very excited, that is until I got there the first time. While I didn't count, I will guesstimate that there were over 100 people in a line that stretched from the counter inside to part way down the block.

I decided to pass on the line, and after having read an article advising what the best time to go and avoid the lines, I gave it another shot and had better luck.

The people who work at Shake Shack are friendly. A little too friendly for me personally. Its seems to be just one step shy of the creepy overly happy/friendly people who work at Disney, though, obviously this is far better than dealing with A-holes, so I guess its just surprising to me to find people this happy in Manhattan, let alone find them behind the service counter at Shake Shack. I am not complaining about it, just mentioning it, cause its a little weird to me.

On my first trip I waited on line for about 20 minutes and about another 10 minutes after I ordered my food. Getting a shake probably adds 5 minutes to your wait, but otherwise, its pretty quick.

My biggest complaint, which goes back to my experience at the Madison Square Park location, is about the "take-out" prep. This absolutely drives me INSANE! Literally.

After recieving my bag of food from Mr. Happy at the counter, I opened my bag to find the following; a paper tray of french fries (unwrapped and half spilled into the bag), two burgers partially covered by a thin small piece of wax paper, and a shake with a cover tilted over and already leaking from the straw hole. After looking I could feel my blood pressure rising.

Now this is basic take-out 101 Danny Meyer, and I realize you are trying to save money and speed things up, however, let me explain this to you, as the three Bodega's on my block seem to already have it down. First, you cant use a non-wax paper bag with greasy food (unless you put said paper bag inside a plastic bag!), particularly since you dont wrap your food! How could you possibly not know this? You are DANNY MEYER! Second, after a 10-15 minute walk home, my food is ice cold, my bag about to break from the grease and the shake dripping from the top after having tipped back and forth in the bag, and my fries are all over the bag (and also cold). Arrgghhh!!!!

This solution is so simple Danny, ready for it, here it is; GET SOME TINFOIL! Jesus! You are ruining everyones take-out lunch and dinner (especially, and most importantly, MINE!) that they waited a half hour to an hour to get from you. What-part-of-this-don't-you-understand?

And once you get the tinfoil, get some rubber bands and cover and seal the shakes with said tinfoil and rubber bands, like my friends (before the emails start rolling in, they aren't really my friends people!) at Pop Burger. I have been going to Pop Burger (best sliders in Manhattan - period) for several years at least once a week to get take out, which then requires a cab ride home. Not once did any of my food end up spilling in the bag, or cold. They wrap everything in FOIL, even the tops of the shakes, and with a rubber band too! Of course they do! This is what you are supposed to do. Genius! Ya think?

So, in short, don't be such a cheapskate Danny, as I will make it my mission to make sure you fix this very simple problem, which is causing me to slowly descend into madness. Got that people? Email Shake Shack Times Square HERE and tell them to fix the problem before I need to start taking blood pressure medication and more Xanax.

UPDATE: Shack Shack updated their website and now gives an email address for the Times Square location: theater@shakeshack.com

My advice? Do it fast Danny, as its a fine line between popularity and backlash, and its usually a quick trip too.

It is worth mentioning that a year and a half ago I emailed a complaint to the Manager of the Madison Square Park location, who then responded immediately with a nice note, not only apologizing but also sending me a $25 gift card. However, he didn't fix the problem, so the card was meaningless to me, as it wasn't what I wanted. I just want my food wrapped properly! Why is this so difficult to understand?

I also emailed the main office of Shack Shake a week ago and and again complained about the "prep-problem", this time about the new Times Square location -- no response. What a shocker.

So for this, I give Shake Shack's Burgers, Fries, and Shakes an A+, and the take-out experience and Danny Meyer get an F for stupidity and arrogance. And though I am so annoyed that I don't want to do it, I have no choice, and I begrudgingly add Shack Shack to my top honors Best of HKL list for the Best Burger in the City, and Best Peanut Butter Shake.

Best time to go on weekdays; 3pm - 4:30pm. Best time to go on weekends; none.

Oh, and one last thing Danny; the website sucks, and its really irritating. See you at Shake Shack!

Shack Shack
691 8th Avenue (Southwest corner of 44th Street)
NY, NY 100
212.435.0135
www.shakeshacknyc.com