Shake Shack Willow Place 5400 West Broad Street, Richmond, VA 23230

"You can never go wrong with Shake Shack. Their burgers are always fresh. Fries are always fresh. Their customer service may miss the mark sometimes. But if you want a good burger. Shake shack definitely has what you came there for."

"We made 3 online orders for 8:30. I was 30 min early and went inside to see if the orders are ready. The lady told me that probably will be ready at 8:40 because they are behind and was so busy. I come back at 8:35 and just 2 of my orders was ready. They make the third and I wait for it. The burgers are small and you have to eat 2. That makes your food more than $15 without any drinks or sides."

"Let’s start off by saying, Shake Shack as a brand is great. I’ve always enjoyed the food and customer service. But today I experienced the worst customer service that I’ve ever had at Shake Shack. I came to dine in and I placed my order at the kiosk and got my table number. I took my seat with my table number marker visible for all the staff to see. I ordered at 138pm after 20 minute of waiting, and not being checked on by staff and watching countless patrons receive their order. I waived down an employee and inquired about my order. I was told it was given to another customer. I ended up waiting an extra 20 minutes and didn’t end up getting my order until 216pm. To top it all off, I order a double bacon cheeseburger and I felt I was skimped on with the bacon."

"I was really excited from all I had heard about Shake Shack from friends but the experience was underwhelming. I'd rather just go to Five Guys considering Shake Shack is actually more expensive in pricing than them. I do like the non-dairy options though, that's a big plus! The fries were fantastic, the burger was good, not great, but the wait took so long that we didn't even have time for dessert."

"As always, Shake Shack serves up some of the absolute best fast food burgers around. I am very happy that the Richmond location appears to be well managed and clean. That said, the wait times at this Shake Shack are a little bit ridiculous. Cars are wrapped around the restaurant constantly and it can take 15–20 minutes to get your order in the dining room. I hope they consider adding additional staff or improving productivity. Edit: We returned and purchased burgers through the drive-through. OMG, what a terrible experience. The burgers were cold, terribly prepared, and a complete disappointment."