Review Insights · Google Play
Shake Shack
Shake Shack · 16,638 ratings · ★ 4.1
4.1
★★★★★
16,638 ratings
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Top complaints - extracted from 72 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 · 39% of all complaints
★★★★★ "I hate this app. They make is such a headache just to order a $20 burger meal. App needs an update every single time I order. Then you force people to create an account just to order some damn food. I'm sick of your gay pride bull 5hit too" - 1A 2A
2
"doesn"
12 negative reviews mention this · 17% of all complaints
★★★★★ "I tried to place an order and the checkout screen does not work. It doesn't recognize GPay when selected, the button to enter a credit card info is super finicky and had to tap about a dozen times to get it to work, and when I entered my cr…" - Alex Paz
3
"work"
11 negative reviews mention this · 15% of all complaints
★★★★★ "I tried to place an order and the checkout screen does not work. It doesn't recognize GPay when selected, the button to enter a credit card info is super finicky and had to tap about a dozen times to get it to work, and when I entered my cr…" - Alex Paz
4
"account"
9 negative reviews mention this · 13% of all complaints
★★★★★ "I hate this app. They make is such a headache just to order a $20 burger meal. App needs an update every single time I order. Then you force people to create an account just to order some damn food. I'm sick of your gay pride bull 5hit too" - 1A 2A
5
"code"
9 negative reviews mention this · 13% of all complaints
★★★★★ "App signed me out, won't send a code to get back in. SMH. Done, eating elsewhere." - Jim Thompson
6
"shake"
8 negative reviews mention this · 11% of all complaints
★★★★★ "ordered the double avocado bacon burger and the chicken avocado bacon sandwich, spicy fries with ranch and the tropical mango shake with boba... missing the ranch dressing, the chicken was extremely thin, lettuce wilted and very little avoc…" - BRIAN ELLEDGE
7
"place"
8 negative reviews mention this · 11% of all complaints
★★★★★ "I tried to place an order and the checkout screen does not work. It doesn't recognize GPay when selected, the button to enter a credit card info is super finicky and had to tap about a dozen times to get it to work, and when I entered my cr…" - Alex Paz
8
"website"
8 negative reviews mention this · 11% of all complaints
★★★★★ "There's been complaints about this app since 2020 & they still haven't improved it. I had a lot of problems ordering & even from their website to. It's super frustrating. Like the other day I took the bus all the way out to stonestown & whe…" - J V
📋 All 72 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").
I hate this app. They make is such a headache just to order a $20 burger meal. App needs an update every single time I order. Then you force people to create an account just to order some damn food. I'm sick of your gay pride bull 5hit too
ordered the double avocado bacon burger and the chicken avocado bacon sandwich, spicy fries with ranch and the tropical mango shake with boba... missing the ranch dressing, the chicken was extremely thin, lettuce wilted and very little avocado... the burger was also sad, wilted lettuce,everything was shifted to one side and the patties were also thin. a huge disappointment for the price... 1 burger,1 chicken sandwich, 1 order of fries and a shake was $40.31 .... dont waste your money on this.
I tried to place an order and the checkout screen does not work. It doesn't recognize GPay when selected, the button to enter a credit card info is super finicky and had to tap about a dozen times to get it to work, and when I entered my credit card info it says it was invalid. I tried a second card and that too was recognized as invalid. Never saw an app that didn't want to take my money, despite me trying multiple times to give it to you guys.
Never saves location
App signed me out, won't send a code to get back in. SMH. Done, eating elsewhere.
I just keep ordering & getting bounced out & then emailed a code then my bag gets emptied so u know what, it is just easier to not get shake shack!
interesting idea for an app. it would be better if it actually worked, which it never has. uninstalling now. tried again. still doesn't work. installing again
The app would be fine if not the fact it doesn't save order progress. After nearly completing an order but swapping to text to double check a request, the app refreshed and wiped the order clean. If you forget to login before starting your order, guess what happens when you log in. It wipes it out again. Who designed this? Do better please. Also, fries aren't $3 anymore. Weak.
Cannot use promo codes that are in my app account and manager wont honor them. Very frustrating, managers are supposed to handle things like these.
placed and order that didn't go through. Ordered with a friend's phone. but my order DID go through. we Spent $89 on food because we had to place the order twice. App sucks
I just never understand the hype with this place. Prices cheaper on the app than ordering at the counter. Ok... Facebook integration failed - order lost. Attempt 2 - Google pay - app hung - screen grayed out. My wife ordered a third time with Apple Pay before we had success. How is this a good experience? Not to mention there were no clean tables despite the place being semi empty. And to top it off our order was incomplete when we picked it up. Argh!
never lets me submit my order
This is an edit from 5 stars to 1 star because app is horrible. Clicking on terms and conditions. doesn't do anything. My profile when logged in doesn't have my personal info, only my payment method. I have the same complaints as other reviewers. App issues hasn't been fixed.
this app apparently thinks it knows my card information better than me like I don't have it saved so I can never order ahead of time this app completely sucks and is useless it's better to just show up in person
Burger was tiny, rib sandwich was....tiny, fries were stale AND cooked multiple times AND... The coffee shake tasted like absolute garbage, it is being thrown out as we speak. Will NEVER do this again!
Terrible update, poor login experience and even poorer payment flow. Your auth design is awful and there's no reason to have a customer verify their phone number multiple times on an existing account during a single order.
Won't let me register. Tried registering with my email with anti-spam domain. App won't accept it.
after the update, i couldn't process payment despite using different types of payment. frustrating!
wouldn't process payment
app doesn't work!! can't place prde
App doesn't let me sign in anymore. I never signed out. Goes back to homepage after entering passcode again and again in circles. No error messages or anything; persists after reinstall.
It's uh oh payment didn't go through. so i've paid again. gave me the same message. but I got a receipt that it's paid
The app doesn't accept the offers that are given within the app. ilIt says free burger if you spend $10.. but then errors, and says you need to spend $0.00 to use this offer.. it hasn't worked once.
I have had so much trouble with this app to include log in issues and then promotions selected were not applied.
not giving me my free burger
first it felt like a marketing gimmick and not an ordering platform. I felt drained and gave up trying to order. it should not be this hard or require so many selections.
crashes every single time
sucks bad. major waste of time
to much work in place, making it more complicated
There's been complaints about this app since 2020 & they still haven't improved it. I had a lot of problems ordering & even from their website to. It's super frustrating. Like the other day I took the bus all the way out to stonestown & when I was ready to order google pay wouldn't work & then tried putting in my card information & it said my information was inaccurate or something like that. But this has happened to me multiple times & it's frustrating af! Anyway, good food bad app!
i used google account to sign up but the app appears not to allow me to log in later by the same means defeats the purpose of that mechaism, which is to free me from password hell.
Absolutely useless app.
Right at the absolute bottom as the worst fast food app in the world. Rewards so bad, it's not worth the time to log in. And trust me, you will be asked to log in every time you use the app even if you never logged out. And it won't let you log in 90% of the time.
Automatically adds a tip. 1 star for any app that does that.
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
+ 22 more in the clipboard copy
Sentiment summary
76%
Positive (4-5★)
3%
Neutral (3★)
21%
Negative (1-2★)