Elizabeth Mall Food Court

Tried this location on our very 1st trip to the mighty King of Prussia Mall and not a bad experience overall. Coming from the northern suburbs of Chicago, we were visiting my dad's siblings up in the Tamaqua area and missed out last summer which was my wife & kids' first time in PA. We were only walking around for maybe 20 minutes when my wife mentioned the kids were starting to get hungry so kept walking until we found the food court. Immediately the kids saw Shake Shack so naturally went with a name we're familiar with. After ordering, the wait seemed a bit long and after my ticket number/name was finally called; order was missing a couple of items but the lady walked away too quick and waited about 30 seconds before she came back around to inform her about it. Otherwise the food was "good" and didn't necessarily fight to find an empty table. I love burgers and sorta consider myself a connoisseur but SS isn't exactly one of my top 5 favorite burgers. Don't mind one from time to time and obviously has to do battle with the likes of Five Guys, Burgerfi, Smashburger, In-N-Out, Whataburger, etc. KOP is the largest mall in the state and one of the country's largest so bustling business will always be there. Certainly hope for the best to come for the owner(s) of this popular franchise.

I would give my experience no stars if the site allowed it. CHARLOTTE served us. The burger I purchased on June 26, 2026 around 6:30 pm had large chunks of burnt blobs that we unfortunately bit into and ingested on the onder side of the burger. We were hungry by the time we got this burger so we ate most of it and threw out the burnt pieces back into the box. Also, there were pieces of fatty meat within the burger that were very chewy and hard to fully chew that we had to throw out. I took these reminants to CHARLOTTE who claimed to be a General Manager. She was immediately defensive and waved her finger at me and asked me why I did not bring back the food before eating all of it and that she fully agrees the burnt chunks were cheese and that is not a big deal she could simply have replaced the burger. I explained we were hungry and we had already waiting for so long. She waived her fingers at me again and again and lectured me that she understands this is their mistake and will make good but continued to talk down about why we ate the burger. She literarly did this 3 times and when I stood up for myself she told me she will not compensate us in anyway. I am not looking for reimbursement. I am looking for employees like Charlotte to be removed from these jobs where hard working people can do it justice. The WORST customer service I have seen.

I ordered my meal at one of the kiosks without any issues, but I noticed the restaurant started getting busy, and a line quickly formed behind me. After placing my order, I stepped aside to wait for my food. What disappointed me was what happened next. A customer who appeared to know the manager greeted him with a hug, and the manager then went behind the counter and took that customer's order directly, even though several other customers were already waiting to order. It appeared that this customer was allowed to bypass the line. To make matters more frustrating, that customer's food was prepared and served before mine, even though I had already placed my order. I also noticed that two of the self-order kiosks were out of service, leaving only two available for customers. Instead of helping reduce the growing line by assisting customers with their orders, the manager walked away after helping the person he knew. I understand wanting to greet friends or regular customers, but customer service should be consistent and fair for everyone. The appearance of giving preferential treatment over assisting waiting customers left me disappointed with my experience.

My husband and I used to love comin down to this shake shack an hour away from us because it was the closest to us.. now we have one right by our house anyways. We were at the mall and decided to get shake shack waited 25 minutes for 6 piece nugget with 2 fries .. nuggets were cold. I bring it back up to try and get them exchanged the guy next to me grabs his order says it’s cold…… a cold burger by the way. Then proceeds to say my nuggets and fries are cold too. So now they’re just serving cold old food, this is disgusting I don’t know if they were in a rush but it was only 6pm and they close at 8 and they shut down there order windows .. rushing to leave giving people unedible food. DO BETTER WE WILL NOT BE COMING BACK!

This location seems to run a little slower than other locations. I think they may have been understaffed today but it doesn’t matter! The staff were on point, very friendly and the food was perfect!!!! It was definitely worth the wait!!!