Shake Shack Canton — Restaurant in Baltimore

Thursday, July 18, 2025, at approximately 12:00 PM.

I am an African American military veteran and a, gay-presenting male. I take pride in the values of respect, service, and integrity. Upon entering the restaurant, I began using the self-service kiosk to order two lettuce-wrapped burgers. When I couldn’t find the customization option I needed, I approached the counter for assistance. At that time, I noticed three to four staff members behind the counter and in the kitchen area. One young woman appeared to signal something to the others. Although they clearly saw me, no one acknowledged me or offered help. I stood at the counter for approximately three minutes without being greeted or addressed. Feeling disregarded, I returned to the kiosk and eventually figured it out on my own. Shortly after, another African American man — who was taller and more masculine-presenting than I — entered. The same staff who had ignored me immediately greeted and assisted him. This difference in treatment was stark, disheartening, and made me feel dismissed and devalued based on my appearance, perceived gender expression, and identity. I later spoke with the manager on duty, who was apologetic and offered some assistance. However, during our conversation, the manager asked, “Would you still like to order?” I responded, “No, I had a horrible experience,” and then walked out of the establishment. The emotional toll of the experience remains with me. As a veteran and as someone who strives to live authentically, it was excruciating to feel disrespected and overlooked in a public space. I have since contacted both my therapist and a crisis line to help process the impact of this incident. I would also like to note that I was accompanied by a witness, who observed the incident and can verify my account. I believe this constitutes a case of discriminatory treatment in a public accommodation, potentially based on both race and gender...

I was very excited to try shake shack for my very first time, I came all the way from York PA to try this establishment. I went into the drive through and placed my order for a DBL ShackBurger and I waited about 6-8 for my order. In the mean time I observed a cashier with red hair using a cleaning product to clean behind the drink machines and her station, after about two more minutes of cleaning a girl with a black ponytail put my order on a table next to the drive through window, the cashier with the red hair, with the same glove with cleaning products immediately turns around from cleaning and grabs a hand full of napkins and shoves them into my bag and comes to the window to hand me the bag. I immediately told her that she needs to remake my order, which she replied, “why” I explained to her that you just used cleaning products and touched my food and did not change your gloves, (as her glove are full of soap and water in my face) She then walks to her manager. She comes back up to the window and tells me to park, which I replied “why” she said because we have other car’s behind you that have to be served. I left the drive through and pulled into an immediate spot, not even 1 full minute I’m approached by a manager holding what looked like the same bag, I asked her is that for me? And she replied “yes” I said well I want a brand new one and I’ll wait for it after about 3 minutes going back in forth about simply making my burger, IN FRONT OF CUSTOMERS, in the parking lot, I asked the manager for my money back. I also asked for the name of the girl with the red hair and the name of the manager and I was refused both and not even spoken to or acknowledged when asking the manager questions. I will never come back to shake shack. All of this over remaking my food and $10.59 I guess waste management is...

First time trying shake shack ever, we were pretty excited. Placed order everything went fine, pulled up to the drive thru window waiting on my order. Meanwhile we spent a lot of money, 5 burgers, 4 fries and a shake. It was like $65

I ordered my husband a vanilla shake. She handed me the shake while waiting for our food to finish and I noticed it was pinkish in color, so it tasted it as my husband is allergic to strawberries and it was a strawberry shake, so I told the woman at the window and she apologized, I went to hand it back to her and she said they couldn’t accept food back and to let one of the kids have it instead while they make me a new one. She tells the girl who made the shake that she made a mistake and she started yelling at the girl who rung it up incorrectly, then comes over opens the drive thru window and tells me to give the shake back to her while she makes a new one, I explained to her that the other girl told me to just keep it and give to one of the kids since they can’t take good back and she said she didn’t care and I wasn’t getting a freebie tonight. So I handed her the shake back she snatched it and threw it into the garbage can. Most unprofessional thing I have ever encountered and we will never be coming back! She was so rude and meanwhile my child didn’t understand why I had to take the shake away that the other woman who rung us up...