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Shake Shack serves elevated versions of American classics using only the best ingredients. It’s known for its delicious made-to-order Angus beef burgers, crispy chicken, hand-spun milkshakes, house-made lemonades, beer, wine, and more. With its high-quality food at a great value, warm hospitality, and a commitment to crafting uplifting experiences, Shake Shack quickly became a cult-brand with widespread appeal. Shake Shack’s purpose is to Stand for Something Good®, from its premium ingredients and employee development, to its inspiring designs and deep community investment. Since the original Shack opened in 2004 in NYC’s Madison Square Park, the company has expanded to more than 350 locations in 32 U.S.
Hip, counter-serve chain for gourmet takes on fast-food classics like burgers & frozen custard.
Hours
| Monday | 10:30 AM–10:30 PM |
| Tuesday | 10:30 AM–10:30 PM |
| Wednesday | 10:30 AM–10:30 PM |
| Thursday | 10:30 AM–10:30 PM |
| Friday | 10:30 AM–10:30 PM |
| Saturday | 10:30 AM–10:30 PM |
| Sunday | 10:30 AM–10:30 PM |
Address and Contact Information
Address: 5400 W Broad St, Richmond, VA 23230
Phone: (804) 404-7459
Website: https://shakeshack.com/location/Willow-Place-VA?utm_source=google&utm_medium=listing
Menu Photos
Order and Reservations
Order: Order online
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Reviews
Darren
I tried the double smash burger and it was absolutely delicious… juicy, flavorful, and perfectly cooked. The seasoned fries were crispy and packed with flavor. I also got the banana pudding milkshake which was really good, but the highlight of our visit was the Dubai milkshake my wife ordered… absolutely outstanding!
The food was fresh and warm, and the staff were friendly. The only downside was that the order pickup process wasn’t very organized. Our name was never called, and we only realized our bag was just sitting on the counter after a while, even as other orders were being called out.
Still, the atmosphere was welcoming and modern, and there was plenty of parking. Overall, a solid 4 out of 5 stars.
… moreThe food was fresh and warm, and the staff were friendly. The only downside was that the order pickup process wasn’t very organized. Our name was never called, and we only realized our bag was just sitting on the counter after a while, even as other orders were being called out.
Still, the atmosphere was welcoming and modern, and there was plenty of parking. Overall, a solid 4 out of 5 stars.
Marisa Irish
This was possibly the worst customer service experience I have ever had. If I’m spending $18 on a burger and fries—and almost $40 total—basic courtesy should not be optional.
When I pulled up to the window, there was no greeting or acknowledgment. The employee shoved my drink into my hand without saying a word. When I struggled to grab both the drink and the straw at the same time, he became visibly annoyed and rolled his eyes at me. Immediately after, again without saying anything, he shoved the food into my hands.
When I looked into the bag to check my order and noticed something was missing, he aggressively opened the window and snatched the bag out of my hands without asking for it back or offering any apology. To make matters worse, once I finally opened my food, I found a hair in my burger. At that point, the entire experience felt careless and unhygienic on top of being rude and unprofessional.
If your company can afford to charge premium prices for food, it should also be able to afford proper customer service training and proper food handling standards. This level of service is unacceptable for the prices you charge.
… moreWhen I pulled up to the window, there was no greeting or acknowledgment. The employee shoved my drink into my hand without saying a word. When I struggled to grab both the drink and the straw at the same time, he became visibly annoyed and rolled his eyes at me. Immediately after, again without saying anything, he shoved the food into my hands.
When I looked into the bag to check my order and noticed something was missing, he aggressively opened the window and snatched the bag out of my hands without asking for it back or offering any apology. To make matters worse, once I finally opened my food, I found a hair in my burger. At that point, the entire experience felt careless and unhygienic on top of being rude and unprofessional.
If your company can afford to charge premium prices for food, it should also be able to afford proper customer service training and proper food handling standards. This level of service is unacceptable for the prices you charge.
Christian Fleming
I had heard great things about this place… that’s where the fairy tale ended… small burgers, smaller buns, fake sales and coupons, fries are frozen from the grocery store, onion rings are also frozen from the grocery store. Sauces are invisible even though ordered, service is slow – for us promised @1250, recvd @ 135 drinks are expensive, cheap and non-refillable … it all smells good, but actual is a huge miss.
For the same price we could’ve gotten five guys… that should speak volumes!
The music was loud… it was good music, just too loud.
Maybe I ordered the wrong thing, maybe it was an off day for them… I’ll try again…
Frozen custard was as expected, nothing amazing.
… moreFor the same price we could’ve gotten five guys… that should speak volumes!
The music was loud… it was good music, just too loud.
Maybe I ordered the wrong thing, maybe it was an off day for them… I’ll try again…
Frozen custard was as expected, nothing amazing.
A Watk
BIG DISAPPOINTMENT! This is one of my favorite burger places in the Richmond area. However, this is the worst burger I’ve ever had at Shake Shack. I ordered the “French Onion Burger” the sandwich is more like a sloppy Joe than a burger. The bread and fried onions are extremely wet and soggy. This burger has to be completely reconstructed enable for me to eat it. Big waste of time and money! Won’t be ordering this again! By the way my name is not John.
… morePaige Castello
Hamburger wonderfully delicious. Fries and milkshakes could be improved, especially since it’s called Shake Shack. The fries were very similar to Orida crinkle cuts. They should be hand cut and fried in-house like 5 Guys does. Ane while I appreciate that the milkshakes are made in-house from awesome ingredients, they just tasted like a Dairy Queen Shake. I just think all of the food should be as delicious as your burgers. And the prices did seem rather steep. One double cheeseburger, fries, 2 drinks and 2 milkshakes was almost $45! I’ll go back but only for a burger and a drink. No fries or shakes which is a shame.
… moreTruth Facts
The staff needs to be trained to greet customers when they come in and when they approach the counter, even if the employee is not assigned to the register. Let the customer know that someone will take their order shortly INSTEAD OF ALLOWING THE CUSTOMER TO WONDER WHEN SOMEONE IS GOING TO TAKE THEIR ORDER OR IF THE ORDERS ARE ONLY TO BE SUBMITTED AT THE KIOSKS. Just because the custard shakes ARE ABSOLUTELY AMAZING doesn’t mean business won’t go down due to poor customer service… as a matter of fact…. if the service was better, there would be more revenue rolling in at this location.
… morePablo Hinojosa
As far as FAST FOOD burgers go, I would say this is the best fast food restaurant for burgers in the area. Five guys isn’t too far behind though. The burgers are always delicious but for a place called shake shack, they have a very limited amount of milkshakes. Cookout dominates their shake options in every way. I order ahead and pick up my order inside and never have any problems with staff. This is my fast food restaurant of choice for the area!
… moreNae
The food quality is consistently excellent, though the pricing is somewhat high. One star was deducted due to the absence of staff at the ordering counter, necessitating self-checkout. Additionally, the trash disposal area required attention. However, customer service was exemplary upon order retrieval.
… moreBarbara Chapman
Got up this morning thinking about a hamburger from Shake Shack. Got there this afternoon. Ordered a burger, fries and pomegranate lemonade The burger had nothing on it and it was burned. The fries were hard and the drink seemed as if it had not been mixed properly. It was syrupy sweet. The table was dirty and something was on the seat that should not have been there. I won’t be going back anytime soon. Had good food and a pleasant person who waited on me on previous visits.
… moregus singleton Jr
The food is amazing. Well seasoned, hot, and tasty!
But that’s not the best part. Idk this managers name, but he is so inviting and attentive of his guests, as well as respectful. This place is very well run and I drive an extra 10 miles to come this one specifically.
Asked his name. It’s Adam!
… moreBut that’s not the best part. Idk this managers name, but he is so inviting and attentive of his guests, as well as respectful. This place is very well run and I drive an extra 10 miles to come this one specifically.
Asked his name. It’s Adam!