Shake Shack 4+

Today we ordered a meal from the app. The app says order placed and should be ready in 13 min. We drove to the store within 13 min and waited until the message reminder came telling us the order was ready. Went to the store, nothing's ready for us. Waited and waited for 30 min and finally realized there must be something wrong with our order. Checked with store staff, their system has no information regarding our order ID. Checked store address and payment of our order from the app, everything looks normal. The store was nice enough to make us the meal we ordered but the time we thought we could save by ordering ahead with the app was no more, plus another 30 min wasted. We were starving too. You can tell how unhappy we were.
Taking a guess here about the issue. When we were placing the order we were in a mall's parking garage which could have had poor reception. So your app might have sent the request when we placed the order but your backend never received it, and yet for a "better user experience" your app won't let user wait for backend response on order confirmation so it just shows "order placed" hoping the order information would get through in a bit. But in a case like this where our order got lost in the cloud or something, shouldn't there be a system that checks order status every few minutes and let customer know their order has a problem so that they wouldn't have to waste half an hour just to find out their patron was never appreciated

Everyone is pretty familiar with Shake Shack's high-quality, delicious burgers, fries, chicken sandwiches and shakes. That's 4-5 stars, right there. But this place is exceptional - during the quarantine they fed the neighborhood with charm and grace... the food is ALWAYS piping hot, with fresh burgers and crispy fries... order on their mobile app to pick-up food within 10-15 minutes, PRECISELY when promised. There is nice outside seating available, too. The Assistant GM, Felipe Braun, is exceptional in his treatment of customers and delivering outstanding customer service. He does the little things like asking EVERY customer if they need extra napkins, condiments, etc. The company should consider promoting him to a corporate-level job where he helps train and enable the staff in newly opened locations on how the job is done right! Thanks again for feeding us delicious comfort food during the most uncomfortable period in recent history!

I live 0.5 miles from a shake shack location, with another location in another city that is 5 miles away in a straight line, but about 40 mins driving because it’s on the other side of a large lake. Restaurants in this city would never deliver to my house, but for some reason the Shake Shack app is more than happy to allow deliveries from this far flung restaurant, with obviously cold and soggy results. And not only does it allow these deliveries, but on multiple occasions it has chosen this restaurant for me after I placed my order, instead of the restaurant right by my house (and yes, I could drive there, except I have 2 very young kids and packing them into the car for that trip and finding the non-existent parking at this location is just sometimes not a fight I want to have). Putting aside why this other restaurant is even “in delivery range” for me, why in the world would the app not let me choose which restaurant to have fulfill my order, or at the VERY least tell me before I place the order which restaurant the food will be coming from? If it’s not available from the nearby location soon, I would rather just not order. Without that “feature”, I’ve realized delivery is basically useless for me and will need to stick to pick up.