Shake Shack Willis Tower

I had an appalling experience at Shack Burger on August 7th, around 8 PM. I ordered a gluten-free burger without bacon due to dietary restrictions. To my dismay, when my order finally arrived—after a 15-minute wait—I found that the burger still had bacon on it. This is not just an issue of preference; it’s a serious health concern. When I brought this to the attention of the staff, instead of preparing a new burger as they should have, they simply removed the bacon from the existing burger and handed it back to me. This is completely unacceptable. The fact that they thought this was an appropriate way to address the situation shows a blatant disregard for customer safety and a total lack of professionalism. When I confronted them about this, they insisted they had prepared a new burger in just 30 seconds—a claim that’s both insulting and clearly untrue given the original 15-minute wait time. It’s clear that they either lied to me or did not take my concerns seriously. As someone who has to be extremely cautious about what I eat due to health reasons, I find this behavior outrageous. Shack Burger needs to educate their staff on the importance of handling food allergies with care and respect. This kind of carelessness can lead to serious health risks, and it’s appalling to see such a lack of concern. I am deeply disappointed and furious about how my situation was handled. I expect much better from an establishment that serves food to the public. I will not be returning and will advise others, especially those with food allergies, to avoid this place until they can assure their customers that they are capable of properly handling special dietary requests.

Gluten free bun is great. An employee that was paying attention to the allergies I marked let me know that the fries are not fried in a dedicated fryer. I really appreciate him letting me know bc the Shake Shack allergen PDF notes the fries as gluten free. Gold star for him!