Shake Shack Plano, Legacy West

They accidentally gave me the wrong burger, but before I could even walk up to the counter to tell them, I was approached by (I think but never confirmed) the manager asking if everything was ok. I told him and he apologized profusely and said he would get it fixed in just a few minutes. All I was hoping for was the right burger, but he went above and beyond to make it right. I've had worse experiences at other restaurants without an offer to even make it right, so I fully appreciate this level of customer care. The only thing that could have made for a better experience was if I didn't have to eat my burger on a gluten free bun, but that's my own fault.

We ordered through Uber Eats. Around 30 minutes after we ordered we realized our food hasn’t been picked up. I called to the store and spoke with the manager Jason. He confirmed that no one has come to pick it up, and that the hot items (grilled cheese, cheese fries) wouldn’t be very good by now. I asked how I can resolve and he was walking me through contacting Uber Eats. My husband said the driver just pulled up and I informed Jason of this. While on the phone with me he confirmed it was our driver and remade our hot items. Considering we paid for priority delivery, and were going to get cold food, I’m incredibly thankful that Jason remade our food. Now, about the food. I’m sensitive to gluten. I appreciate the great labeling calling out common allergies (milk, soy, wheat, gluten, etc) in the Uber Eats app. Not every store has this. Their website (Shake Shack’s) also has a nice FAQ which mentions gluten free options. The cheese fries (with bacon) were amazing. I normally don’t care for crinkle cut fries but their cheese sauce is really good. My husband got the grilled cheese.. it’s pitiful lol I don’t know what we expected but it’s like for a kid. It tasted good though. My husband said the chocolate shake was “alright”. I got the Christmas cookie shake and I liked it a lot. They are super thick.