I have been very disappointed with what used to be my favorite fast food joint. The last two time we ordered from here the order has been wrong. Single when a double was ordered, plain when I ordered everything on it, etc. Get your act together Shake Shack! I'll be taking a break for a few months to see if they improve. read more

Expensive. Dirty tables inside. Broken tables,  filthy tables, and trash on the floor outside. Albeit a Monday, it's dinner hour and better than 95% empty seating isn't a good sign. With what we just paid for an abbreviated meal of two sandwiches and two drinks this joint should be sparkling.  Customer's can grab napkins and clean their own tables, right? That seems the process of the day. Carry-out orders seemed in progress, but no cars were waiting. Out of only two visible dine-in table's orders placed at the time, both came out wrong. Kiosks are supposed to keep that from happening, but...they don't. Kudos to the shift manager who made both right.  As we spent unnecessary time at the counter another family took our table (fair game and it was the only outside table without dirt and food on it...and no need to thank me. I cleaned another one.) Staff may be new and inexperienced, but that's why businesses created managers. The kitchen was filled with workers apparently not tasked with any duty beyond the counter. "Time to lean and time to clean" seems a foreign concept at too many establishments (not sorry, because the place was NOT understaffed on this visit.) Verdict: The burger was actually tasty, but there's too much else going against the Shack for me to make a return appearance. What? No fries? No. I'm not paying that for crinkle fries. Overpriced, too much misfit tech, and too little giveadamn. read more

I had no problems with my experience at this location. In general I think Shake Shack is pretty over priced compared to their competitors, but it was good. It was a pretty slow day when I went. I didn't have to wait to order and I got my food pretty fast. Overall a smooth experience. read more

Shake shack...so many funny memories I have here with the gals. Very very very yummy I come here frequently (my cholesterol hates me for it) never disappoints. The workers are very kind and have to put up with my shenanigans! read more

Shake Shack Franklin - Pumpkin shake, shack burger, fries - Burgers Near Me - Franklin, Tennessee

This place is so sadly run there's absolutely no sort of service the entire front of the house is nonexistent. Tonight was the perfect example 2 out of the three kiosks were out of order with signs that say that their staff will be happy to take your order yet the line was almost out the door and the staff literally refused people's request to take orders at the register I've never seen such a behavior in my life! The burger is ok, fries are simple and overpriced relative to the quality and portion sizes. Fountain soda is $3.39 and the fill cup with ice and have no refill station, which is common place in this type of establishment... read more

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While I like Shake Shack this location is a disappointment. Service is VERY slow and inaccurate. Food is not timed correctly. Fries are typically cold and drinks get watery. Basically, the operations at this location are not well managed. There are better burger options in the area. read more

The regular cheeseburger is pretty good. I enjoyed the smashed burger patty and the "shack sauce" was also good. The crinkle fries are tasty. You can order easily from a kiosk and get your food in a timely fashion. I would recommend coming here read more

Shake Shack Franklin - Two "Shackburgers" and fries - Burgers Near Me - Franklin, Tennessee

This restaurant embodies NYC and LosAngeles....... In other words everything we left LA to escape from........ I took my 9 y/o there for a treat after school today (seemed like a cool Friday after school treat)....... she ordered a single CheeseBurger/fries/Shake small- total 15 and change.... The burger was really good, fries were awesome and the shake was pretty good....... So far so good right........ yeah .... If you want a mini burger that was slightly larger than a White Castle....... no service, order at a kiosk, place was empty and completely void of personality- everyone masked up- most of them under their noses and chin....... You know the drill (personally i don't care- but if you are going to the trouble of forcing your employees to do that- what good is it if they are hanging off their face- wouldn't it make more sense to do what other restaurants do and let us see their smiling faces......) but i digress In a place like cool springs there are a 100 places i can take my daughter to get that same meal at 1/2 the price ....... Not to mention 2 blocks from a Chick Filet....... Where they have excellent service, food and atmosphere.... So this is probably something that works in San Fran or NYC....... Where people are used to paying through the nose. In Nashville/Cool Springs- my expectation is excellent burger fries and shake - with service for less than it cost here........ so....... If you wanna see what the hub bub is about- or eating on someone else's dime..... order a double burger (unless you are a 5 year old) and enjoy the high cost of a higher end Micky D's........ but if you have heard this place rocks.......... like an ex-girlfriend you remember dating in High School- hold out for the memory as opposed to coming face to face with the reality read more

The customer service here is pitiful and the food is gross.don't come here the place sucks.

$47 for two burgers, chicken bites a grill cheese and 3 fries. Way overpriced for what you get. The burgers were tiny compared to even a fast food restaurant and not as good. The grill cheese was tiny and burnt! Won't be coming back here again. read more

Shake Shack Franklin - Burnt grill cheese sandwich (one bite taken out of it), and you can see how small it is. - Burgers Near Me - Franklin, Tennessee

They need to get it together! Ordered online. Got there early and stood next to the "online pickup" area. Employee told me I needed to go to the regular pickup counter. Went over to the regular pickup counter and waited for awhile...nothing. Went back to the online order counter and my food was there. I ordered a grilled cheese and a 6 count chicken bites. I received a (tiny, COLD, flattened) grilled cheese and an order of fries instead of nuggets. They couldn't even get a small order correct? Also, the food was WAAAAAYYYY overpriced for what I received. read more

Fast friendly service - good burger - the shakes are delicious- the restaurant is easy access to parking and nearby habitation hotels

Writing this on behalf of my dad, who I had to intervene to make sure he was treated right. We were staying next door to Shake Shack for a wedding and on night one my dad got chicken nuggets, and upon taking them back to the hotel found a hair embedded in the breading, and the hair was cooked right into the nugget. Gross. I asked the manager to take care of my dad when he went back for a chicken sandwich.... And once dad brought his order back to the hotel he found they had given him a burger instead. Had to go back once again and talk to the manager to get a refund and the correct order. I've been to Shake Shack in NYC and Atlanta (both when they had just opened) and enjoyed the experience. I would not go back to this location in Franklin as it seems the team is not operating on their A Game. Also, I feel like I should mention I saw (right after closing) Shake Shack team members whipping through the parking lot of our hotel literally hanging off the back of a pick up truck back fender, and a team member nearly fell off and nearly break his back... until someone pulled him into the bed of the truck. read more

We ordered online for pick up for dinner while in town a few weeks ago. We ordered several burgers, along with fries and milkshakes of course. They had a seasonal chocolate cookie flavor available, so we had to try that one! Upon getting home to eat our food we realized they had mixed up some of our toppings for our burgers. We sorted it out ourselves and ended up okay. The fries were good, basic crinkle cut. The milkshakes are unreal good. They use custard as the base and mixed in chocolate cookies and topped with whipped cream and more cooke crumbs. It was heavenly, don't look at the calorie count on it though.. read more

Food is AMAZING!! our order only took five minutes to come to the table!! You can order with a tablet or with a person!! The atmosphere is amazing and you get an awesome view from your table. Definitely recommend! read more

Shake Shack Franklin - This is where I sat and ate. - Burgers Near Me - Franklin, Tennessee

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Was very impressed with how clean everything was here. It was spotless as I looked around at all the tables and counters! I ordered online and my food was ready when I arrived. Super happy! read more

This place was disgust. My burger had a limp piece of old looking lettuce and needless to say, all of our burgers were not good at all! Try Culver's instead and get some bomb custard ice cream while you're at it! read more

Visited on a Wednesday around 1P. Atmosphere was nice. At first glance place looked clean, unfortunately, both bathrooms were dirty. Multiple tables were also dirty. Kiosk check in is great option but the instructions tell you to take a number for the food but then you go and get you're own food. A little confused on that part. Food was subpar. Burgers were flat, salty, and not made to request. Fries were okay. The pomegranate and basil lemonade was great. The root beer float was not great. It had an odd plastic taste. Overall, for the price, I would not recommend. read more

We waited over a month before checking this place out... There is always a learning curve for a new restaurant, along with the local exuberance of a new place, that we like to avoid. We brought our family of four to try out their burgers, fries and a drink - holy cow - $60 - for burgers! $3.50 for a drink? Cmon man... The burgers were good, not excellent. The fries were OK at best, I've had frozen crinkle fries that were on par with these. They ran out of their "special sauce" when we picked up our food - that was very odd. The wait was far too long for what we were served. Basically, this isn't even close to a $15 burger meal. I've had burgers that fall into that category, and better - but, this is not it. The lack of eating surface seemed odd to us as well. You receive a single tray for a family of four, but that means that three are eating off of the table. We layed out napkins to keep our food off of the table surface, again something that seemed odd. Food quality is in line with a Culver's, at nearly twice the price. I don't anticipate ever going back. read more

I have been a Shake Shack fan for years but had an unbelievably bad experience at this Shake Shack. I wanted to customize my order and couldn't do it on the kiosk. Next to me was another customer who was trying to buy an alcoholic beverage but the kiosk said an employee needed to verify her age. She asked for help and the person near the front, Justin, refused to assist her so she left. I asked if he could help and he said the restaurant was kiosk only and would not. I asked if he could call a manager to help and he said no and the restaurant was kiosk only. Then he said if I waited he would help me later. I waited 10 minutes and he finally came over. He took my order but wasn't able to apply their "Free Chicken on Sundays" promotion because he said it was, again, "kiosk only". He was turning red and clearly becoming enraged and so I asked again if a manager could fix it and he said he wouldn't serve our group. I'm always leery of reviews where it seems like the customer argued with the staff but I can assure you that I was totally calm the whole time, never raised my voice or seemed upset and waited patiently while Justin did a number of other things. I've always learned in customer service training that if a customer asks to speak to a manager to just get the manager but Justin seemed to miss that part. I headed up to another burger restaurant up the street and received excellent customer service and enjoyed my meal. Too bad, because I have liked Shake Shack in the past but would never go back to this location! read more

This was my worst Shake Shack experience. I waited to post this because I didn't want to respond off of emotions. I love Shake Shack and whenever I'm in a city where I can visit one, I do so. The speed of service was average. We got 3 burgers, 1 order of nuggets, three order of fries, and soft drinks. The fries were not fresh AT All. In fact, they were were cold. The burger was average. I guess they were running out of vegetables because the lettuce and tomatoes were next to nothing (pic). The nuggets were dry and appeared/tweeted as if they were cooked earlier that day and maybe reheated. I don't have any intentions of visiting this location again. read more

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It's Shake Shack what more can you expect, come get a kick in the mouth from Flavortown! If you've never been here, get the black and white shake. Stay away from delivery, food typically shows up cold. Which is on the delivery service. So happy there's a location in Franklin! read more

Way too expensive for okay food with no service and dirty tables. The place was empty at 7:30. Plenty of employees working, but not really sure what they were doing. You have to place your own order at the kiosk and eat at dirty tables. Awful experience! read more

Now this place is a victory royale Let Me tell you. All of their employees are so beautiful and amazingly nurtured. You can tell none of them had any malnutrition as children. What a beautiful staff. Will 100% come back in this life, or the next. Long live Quanda. read more

This place is just not what it used to to be. Barely could make it through my food in terms of its taste and quality. My son and I ate here and it was $50 bucks for just meh fast food. Almost anything is better than this place. read more

Great service. Very nice manager. Good burger and fries. My favorite thing is the bun. Very soft and fresh. The only negative: Everything is sold separately. I wish they offered a combo or different sizes for fries. read more

The stations where the CUSTOMERS puts their order in is in a very congested area by a door where customers enter and leave. We had approximately 20 people trying to put their orders in to only three terminals. We each (2 of us) ordered a hamburger each, one milk shake, one ice tea, and one milk shake. The price was $39.99. Too expensive for burgers that were cooked to a charbroiled hunk of leather. DON'T WASTE YOUR MONEY OR YOUR TIME. AWFUL at all levels. read more

Had the special burger, Korean. Wish I had gotten the larger one because it was outstanding. Restaurant was busy but food was made correctly and as advertised. I would return to this location. read more

I used to be able to see the yelp translation of what a certain number of stars meant, but I don't see that anymore. So I picked a middle of the road three. Hubby and I visited this location recently, our first time ever to a Shake shack anywhere. It has been in Franklin for several months now, we just hadn't stopped in. We did not enjoy the kiosk ordering. On our visit on a random Wednesday evening, there were two of the three operational. There were lines waiting for both, so it took probably six or seven minutes before we could even approach one. We each ordered, but each had to go back once to make sure there were not customization options we missed. I looked for a children's menu as I wasn't really that hungry, but I didn't find one. Not sure if I just didn't find it or it doesn't exist. Once we finally ordered and paid, we went and found a booth to sit and wait. We could see the kitchen in full view of you and there were four cooks working and one person pulling orders and giving to customers. We noticed another staffer who evidently was doing drinks. The white was, in my opinion, too long. I didn't clock it precisely, but believe it was approximately 10 to 15 minutes, and that's after the wait to order. I could see up under the heat lamp fries awaiting their orders at the ready. Most of the orders pulled prior to ours were put into to go bags and over into the pick up cubicles. While sitting there waiting, I wished we could've at least had our drinks ahead of time, but that's not an option. And then thought about our go-to Burger joint, five guys down the street, and how there you enjoy peanuts while you wait. Not an option here. I even thought to myself wow, those fries if they're getting cold would be better than nothing. When we got our order, I will say the burgers were quite good. We enjoy a smashed burger, and things were prepared correctly. The fries served were not cold, but they weren't hot either. Hubby ordered lemonade because the kiosk said that's what they're known for, and the price indicated such as well, but it tasted to him like it was out of a soft drink dispenser. I ordered a bottled water because I couldn't figure out anyway on the kiosk to simply order a tapwater, don't know if that was an option somewhere that I missed or not. Two burgers, one of them a double, one order of fries, one lemonade and one bottled water. Total for that was around $35, and the kiosk annoyingly so ask you to leave a tip on top of that. Hubby was paying, so he did tip, I'm just annoyed by it. So to sum it up, the burger was good. Nothing else about our experience was. If I were to ever be in a situation to eat one of their burgers again, I will download the app from the car, order there, and wait for my text to then walk in and grab the bag... Which I noticed clearly a lot of people were doing. And insult to injury, the booths are the absolute most uncomfortable booths I've ever encountered. My but still hurts the next day. read more

Brought my girlfriend in to try out Shake Shack because she had never been. The service was fine and pretty quick. Our burger looked like someone stomped on it. Good ol boot burger. It tasted alright, just looked pretty gnarly. read more

Shake Shack Franklin - Burger - Burgers Near Me - Franklin, Tennessee

Food was average but expensive! Chicken sandwich (not large) and a shake was almost $13. I can think of better food for that kind of cash!

I very rarely write reviews, but had to in this case. The only ordering option was via self-serve kiosk. The kiosk asked for a tip which would go to "Kitchen staff". Okay, I get it, times are changing. We were there just before noon on a Wednesday and there were only two other couples dining in when we arrived. There were a few to go orders happening, but not much volume. A couple other people arrived while we were there, but it was decidedly NOT busy at all. We struggled to find a table that wasn't dirty (crumbs, liquids, sticky ketchup) and I finally went to ask the person assembling orders if there was something we could use to wipe down a table. She huffed, rolled her eyes and came over to the trash area where there was a package of wipes. She handed me a wipe and went back to her station without a word. She moved at the speed of molasses and stood around a fair amount, yet made no move to wipe off any tables in her spare time. My hamburger came with a top bun that was mutilated and not much thicker than a credit card, but the most weird feature was that it was only about the size of two quarters and didn't nearly cover the burger nor match the bottom bun. This tiny top bun made eating neatly pretty tricky. My husband and I agreed that the burgers tasted "odd". I'm not sure how else to describe the taste. I only ate half of mine. The crinkle fries were pretty crispy, and that was the only bright spot. I would never seek out a Shake Shack again. read more

Amazing burgers (just like every shake shack. Fast service. The only slight criticism I have is the parking lot needs to be finished.

Over rated burgers with slow service. I ordered for myself using a tablet the waited 35 minutes for my food. The burgers are good but not great and definitely not worth the price. Let this Hype wagon fizzle out and allow the company to reinvent themselves. read more

My husband and I decided to try the Shake Shack McEwen North in Franklin yesterday. Here are my thoughts: * Very harsh, cold atmosphere. Nothing warm or cozy anywhere in the room. * Seats very uncomfortable with hard edges everywhere - no padding. No comfort. No cozyness anywhere in the restaurant. * Noise level excessive. * Food marginal. A cut above (barely) MacDonald's - No plates (only trays), napkins very inferior quality - ketchup and mustard served in packs that were hard to open and resulted in very messy fingers. * Way overpriced for what you get. * Service - excellent. The waiters and waitresses could not have been nicer or more efficient. * You could have a hamburger at J. Alexander's or Sportsman's Grill and get a truly great hamburger and a wonderful atmosphere for the same amount of money. * Will not be back. read more

Love Shake Shack's in general, been to London, NY, Green Hills and all excellent and clean. This one has been open a few months and went a second time to just stand and wait, look at all the mess in the kitchen floor, window pickup doesn't work, was just stared at by a few people so tried one more time and was told to use the self kiosk. I said I'll just app order since I can't imagine touching that germy screen. App said 45 min wait on a shake! I did it since I had things to do close by. My shake still wasn't ready then sat out had stuff just dripping down the sides. No wiping off just my job to clean it off. I'll keep going further to Green Hills or Culver's local til I hear different. I do want this to be a good location. Update: App just says something went wrong lol read more

i love shake shack, and yes i know this one is brand new. but it shows it is brand new in the service for sure. food tasted good, but length of time to get service, asking for help with items was like we were bothering the staff. for the price, this needs to be worked on. like i said, i love shake shack and have eaten in the other one in Nashville area. this one has a long way to go to live up to that standard. read more

Ehhh food my specialty hot ones burger looked nothing like the picture that enticed me to order it over all very impersonal experience and honestly over priced .Culver's is super close to this location and is better at every aspect of this particular business . I see full automation at shake shack sooner than later at this rate read more

Shake Shack Franklin - Compare for yourself this is the "Hot Ones " looks like a dud to me - Burgers Near Me - Franklin, Tennessee

So much has improved since my last visit. Thank you Shake Shack! Let's chalk it up to new site growing pains. Enjoyed the atmosphere and the food was as expected, great. read more

Employees are simply rude. The woman who took my order seemed to have better things to do and certainly acted like it. I waited over 45 minutes for my food, while workers were chatting and laughing behind the counter in the kitchen. It seems to be ran by teenagers and some serious management Is needed! The only thing I would recommend is the food , it was good ,but CERTAINLY not worth the wait. read more