Shake Shack Charged My Card Twice After Claiming the Transaction Failed
On June 3, at around 5:23 PM, I had an experience at the Shake Shack branch on Bağdat Avenue that was upsetting both financially and in terms of how I was treated. My order came to $13 and with a cheese add-on the total came to $13. I wanted to pay by card and specifically mentioned that my card does not have a contactless feature, so it would need to be inserted into the reader.
The cashier said the transaction had failed. When I asked her to try again, she responded with a noticeably cold tone, asked "Are you going to try with the same card?" and gave me an attitude throughout. Despite her reaction, the same card was run again. Even though I had used that same card multiple times without any issues that same day, she said it failed again — so rather than continue dealing with the situation, I transferred money to a friend and paid using their card instead.
Later, when I checked my card activity, I discovered that both "failed" attempts had actually gone through — $13 had been charged each time, meaning a total of $26 was taken from my card. I have screenshots and receipts to document this. Despite all of this, I was never informed, never offered a refund, and never given any explanation. The cashier's disrespectful and rude attitude throughout the entire interaction only made the situation worse.
I am requesting a full refund of the $26 charged to my card, and I am asking that Shake Shack investigate the conduct of the employee at the Bağdat Avenue branch and follow up with me directly.
