Review Insights · Google Play
Shake Shack
Shake Shack · 16,295 ratings · ★ 4.0
4.0
★★★★★
16,295 ratings
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Top complaints - extracted from 77 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"order"
28 negative reviews mention this · 36% of all complaints
★★★★★ "won't let me log in. doesn't send email codes so I can't log in and finish the order. so I have to order in store and don't get the promotions" - Gregory Lichodolik
2
"website"
13 negative reviews mention this · 17% of all complaints
★★★★★ "just takes you to website..garbage" - William Mao
3
"account"
12 negative reviews mention this · 16% of all complaints
★★★★★ "Tried to take advantage of a promo and signed up for the app. The app kept opening links when I kept trying to add items to my order. The promo wasn't working so I went to the store to order it there. The kiosk said to make an account which…" - Aren
4
"work"
11 negative reviews mention this · 14% of all complaints
★★★★★ "The WORST app I've ever used. It never works when I try to apply a promo code. It also gives you pickup time 2 hours after you place your order. DO NOT USE THIS APP" - Mike Smurawski
5
"doesn"
10 negative reviews mention this · 13% of all complaints
★★★★★ "won't let me log in. doesn't send email codes so I can't log in and finish the order. so I have to order in store and don't get the promotions" - Gregory Lichodolik
6
"code"
9 negative reviews mention this · 12% of all complaints
★★★★★ "won't let me log in. doesn't send email codes so I can't log in and finish the order. so I have to order in store and don't get the promotions" - Gregory Lichodolik
7
"through"
8 negative reviews mention this · 10% of all complaints
★★★★★ "Keeps crashing and you have to scroll through the entire menu to order. No search, no categories." - Nathaniel Speer
📋 All 77 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
App always has trouble logging in and constantly glitches.
won't let me log in. doesn't send email codes so I can't log in and finish the order. so I have to order in store and don't get the promotions
their app really is bad
I mean there is definitely a shake shack around me and its open so... why does the app keeps saying nothing is open around me. when it is a 5 minute drive and I know you open
just takes you to website..garbage
The WORST app I've ever used. It never works when I try to apply a promo code. It also gives you pickup time 2 hours after you place your order. DO NOT USE THIS APP
cant login, the 6 digit code never arrives
Hours of operation are incorrect for some locations.
Keeps crashing and you have to scroll through the entire menu to order. No search, no categories.
Useless for ordering on my pixel 8. The order details button does nothing - I can't get to my cart once I've added items at all, can't complete the order. So, ordering elsewhere and deleting this app. 🤷♀️ Which sucks because I really wanted a milkshake 👎👎👎
8th grade comp sci project?
this app SUCKS - orders don't work, can't login or make an account, broken code everywhere, and when you try to order it just takes you to their website. Avoid!
I cannot get a account it stop when enter the code I get no response.
This mobile app is confusing and doesn't work. after selecting my items, I want to review my order, but the button doesn't do anything. can't make a payment to check out either. eventually , it just sends me to the website to place the order. why bother having an app that doesn't work if you're only going to take orders through the website?
Fix your app and website. You'd think being able to pay and place and order would be the most important part of placing an order from your phone.
can not checkout or log in. trying to do so redirects out of the app to their website and after logging in and returning to the app, just makes you do it again and again
love the food. but the app and loyalty program or whatever it's trying to be, have severe problems. my email address is invalid? it works everywhere else except this app. I enter my phone number at the kiosk... offered free fries if I spend $20. I order $22. get to checkout and free fries "offer not found". fail after fail. I'll keep going to shake shack *despite* your confusing broken app. because the food is good.
so hard to use. and payment fails often
app really sucks; atrocious UI, just ordered the same thing three times and it's as if I never did it all, no response, no indication that an order was filled. DO NOT USE! it's like they want you to get frustrated and waste your time. fire the developers; now I don't want to even spend money here.
the app sucks. you have to wait between orders. making the customer wait in this environment is suicide. obviously shake shack wants to go out of business. Will take my business elsewhere
The worst app I've ever used. Log in issues, ordering issues. Overall just a trash experience.
raw hamburgers
Keeps crashing
Least smooth food app I've ever used. Needs a lot of work would be the most nicely way put lol
The app never works and just directs me to the website, which also doesn't work cause it can never find the local shake shack, even when I put in the city, state, and zip code. I always end up having to order in person and wait forever.
it didn't let me use the promo code which it should have because I met all the qualifications for that and it wouldn't let me choose the time of pickup I'm not picking it up for a couple hours
Automatic Tip is ridiculous.
Literally doesn't work. Basically I sign it but still makes me verify my account with email code in external browser, then takes me back to the app and my order/cart is gone despite already being signed in! Wasted too much time on this and will be eating somewhere else!
would not process order
the app repeatedly kicks you out to the website then when you click order in app it erases your order
I don't go to shake shack but maybe some time in the future
The App sucks!
doesn't work. can't see cart.
Completely unusable. Checkout function broken since last update.
Login through the app isn't available, it opens a browser window instead but when I login using my email I never receive the 6 digit code. I can't even login using Google, it opens the registration form even though I already have an account
Hard to use. Puts gift card in to Google Wallet, then doesn't offer Google Wallet as a way to pay, so gift card is useless. Not user friendly app.
doesn't accept promo
There's an ad saying if you download the app you can get a discount on fries and shakes, but it doesn't work. what a rip off.
app malfunctions. directs you to the website. which directs you to the app. huge cost difference between app and in store
Very slow and clunky interface. app signs you out of the account often. no way to save repeat orders or locations. Ads pop up too frequently- this app needs a lot of work.
never got my food!!
Easily the worst app. Logs you out if you navigate away, empties your cart if you navigate away, forgets the entire state you live in if you navigate away. It will tell you your email is not registered, then tell you it is registered. App freezes at checkout and empties cart.
Crashes very 5 seconds
The app often crashes or shows no menu. Google sign on also fails periodically. Frustrating app.
order wont go through waste of time
I cannot create an account. It blocks your account creation and flags it as a security issue. Very poor customer service
What a joke of an app. Had to sign in 3 different times because it kept telling me I needed an account, which I already had. Then when I had my order in, it put me on an infinite loop where it would just keep putting me back in my cart without letting me actually pay. I uninstalled it as fast as I installed it.
app isn't workinf
orders wont go through, stuck in a checkout loop.
Would give 0 stars if I could. The app asks for the same identifying info a half dozen times after already giving all of it twice. Tried to pay for my food and it just loops over and over. Can't actually process any payment to order. Worst food app out there.
+ 27 more in the clipboard copy
Sentiment summary
75%
Positive (4-5★)
4%
Neutral (3★)
22%
Negative (1-2★)