Shake Shack Franklin

I don't know why this has such low reviews. The staff is so friendly as soon as you walked and greeted you and asked if they could help in anyway.There's kiosks to place the orders. Very simple and easy to use. You can also substitute however you like for example I got a lettuce wrap burger. Chicken nuggets and hotdogs for kids. They have a variety of shakes as well and floats. Great location very clean and the staff was very friendly

Got a truffle burger, fries, small draft root beer, and a single scoop of custard. Burger and fries were pretty decent, above average. Root beer was more ice than soda, refills don't appear to be free, but more importantly draft root beer should never default to having ice in the cup and a place like this should know that. Custard was melted on the outside, crystallized just in from the melt, and a huge solid piece of ice in the middle, pretty nasty really. Staff was not rude, or unfriendly, but not really helpful either. Tray was brought to table with no more than "here you go", no check to make sure it was right, and no napkins. I had to check 6 tables before I found one that didn't feel like it had been wiped down with soda instead of sanitizer. Bill came to almost $30 for a single meal. The burger was a little nicer than say Culver's, but everything else was significantly worse for almost double the price. Never say never, but I can't see any reason I will ever go back to a shake shack. Would give 1.7 stars but not an option, do 1 it is.

I enjoy the food here - good burgers (avocado bacon, mushroom, etc), fries. I would go for fries and milkshake daily if it was convenient. Presentation could use some work as the toppings seem to just put on top without any artistry.But the service is reason enough to skip it. Self service kiosk - no problem. But they are Understaffed to the point that you have to flag the food runner down to get any attention. Place an order at the kiosk, I usually step outside and wait. Text arrives to say order is ready only to go back inside and have to wait 3-5 more minutes.Great way to cheat the system and keep your ticket times down... say the order is ready but it's really not.

This place has been improving, I've noticed. The staff are friendly and helpful. Don't be alarmed if a person doesn't greet you at the register, it's quite common for regulars to just use the kiosk and place an order. My orders have been accurate, fresh and fast. The smoke shack is always a winner! The restaurant is chill, not too noisy typically. This location is right across the parking lot from a hotel that tends to stay busy with tourists and travel sports teams.

This place has really gone downhill since they opened, and they haven't been open that long!I get the impression the staff is going out of their way to try to ignore customers. They basically force you to order yourself on a kiosk. They have a couple of positions for staff to take your order, but nobody is there and they clearly discourage that option. The staff behind the counter keeps their backs turned toward the customers, regardless of whether they're working to put together orders or just talking amongst themselves when they aren't too busy. Getting their attention when you need something can be a real challenge.The food quality has also gone down quite a bit. The burgers often look like the staff trying their best to fulfill the joke about fast food not even remotely looking like the photos they put on the menu. The meat was falling out of the burger, there was hardly any sauce, and everything was a bit of a mess before I even picked anything up.

Everyone enjoyed their hamburgers and the mushroom burger is really tasty - a nice option for a non-meat eater like me!

The food here is simple awful. I don't know a better way to explain it except to say ".. it's a Five Guy wannabe burger spot". The service was fine. The food just doesn't taste good. There are definitely better places to eat than here for a good burger.

As with any Burger place, the kids are sometimes disinterested and a little slow. Not rude exactly, but hardly lighting the place up with enthusiasm. Maybe that's just kids today. Also, using the kiosk might be a genius way of ensuring order accuracy but it kills the human connection which, after all, we all kind of need and want when we go out to eat.However, the burgers and fires are absolutely delicious. It's our favorite Burger place. Juicy patties, salty, crispy fries and excellent shakes. Kind of pricey but overall very good.

Earlier in the day, I had passed by a Shake Shack in Green Hills. I had already had lunch, but I wanted to squeeze in a burger visit before I left Nashville. While in Franklin, I spotted this Shake Shake. I had dinner here. I had been to only one Shake Shack before this visit. It was the one in Edina, MN. I hadn't been there since before the pandemic.This eatery is across from SpringHill Suites. It made me think that I should stay there next time, so I can have burgers every day. I backed into a spot and walked over.Things have changed a bit since I last ordered from this franchise. There are still menus when you first walk in. However, you don't order from a human being anymore. Instead, you place your order at a kiosk.The process was easy for me. I saw a sign for the bourbon bacon cheddar double burger and knew that I had to have it. I also saw cherry hibiscus summerade as a featured drink, so I had to get that, too. Crinkle-cut fries were a must. It was the easiest decision that I've ever made. One man had a difficult time placing his order through the kiosk. He had a male staffer help him out.I selected everything that I wanted and paid with a credit card. Easy peasy. I was prompted to enter my cell number so I could get status on my order. Done!I found a table and sat patiently for my food. Communication was stellar. I got confirmation that my order was ready in less than ten minutes. I was impressed.A man at the pickup counter called my name. I picked up my order and thanked him. The kicker was this man saying, "You're welcome, Mary. Enjoy!"Personalized customer service was a nice and highly unexpected touch. You'd think that ordering through a boring kiosk would default to losing that human interaction. Not here.I brought my food back to my table and chowed down. I was excited.The bourbon bacon cheddar double burger consisted of white cheddar topped with bourbon bacon jam. The bourbon is from Maker's Mark Bourbon. Crispy shallots and ShackSauce go on top of the top beef patty. Everything is between a halved, toasted potato bun. It was divine!The beef patties were juicy and seasoned nicely. The bourbon bacon jam made this burger so special. I loved it so much that the place should bottle it up and sell it to folks like me. The white cheddar made this burger feel fancy with each bite. The toasted potato bun was so good. If this burger is still on the menu, get it. I hope that it becomes a permanent fixture.I am not a hardcore fries person, but I do have a weakness for crinkle-cut ones. They were delicious here. They were lightly salted, crispy on the outside, and creamy inside. I love the grooves in crinkle-cut fries. You get more ketchup in the crinkles. They were fun and yummy to devour.I washed everything with my cherry hibiscus summerade. It was delicious and refreshing. I love anything with hibiscus and cherry. It was the perfect flavour combination. It was slightly sweet, which I appreciated.I was content having dinner here. I thought that I would be too full ordering a double burger that I'd need to nap in my car before heading back to the hotel, but it was perfect. I had an excellent experience at this Shake Shack. I'd return in a heartbreak whenever I'm back in the Nashville area.(352)

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.