Shake Shack Mosaic District — Restaurant in Merrifield

I had the worst experience at this location last night. I placed a take out order at 7:55pm. (A burger, cheese fries, and a shake.) After 10 minutes I received a text saying my order was ready. I had been standing by the pick up counter the entire time waiting and nobody had called out my name or number, so I asked a worker if my order was ready. She checked the bags on the counter and told me no. 15 minutes later, I ask again. This time, (a different worker) hands me the first bag that had been there the whole time. So my order was just sitting there for 15+ minutes. Not only did I have to wait 30 minutes for my food, but everything was cold. The bacon was limp, the bun soggy, the cheese sauce had congealed, the whip cream on the shake had melted into nothing. When I complained, the worker just said, “sorry have a nice night.” - nobody offered to remake my food to make it right. After spending $20+ dollars on a single meal at a fast food restaurant, you at least expect the food to be served fresh/hot. If the staff makes a mistake, which is understandable, the least they should do is offer to fix it. What a disappointment and waste of money. Terrible customer service. Needless to say I won’t be visiting this...

My mother got very sick(food poisoning/all hands and feet on the ground straight diarrhea the whole night) from eating their burgers/chicken sandwich. That was the first issue- the fact that their LETTUCE was extremely dirty and OLD- this is concerning especially during this summer heat. Not good quality ingredients if your customers are quite literally DYING on the toilet.

Now, the next biggest issue with this location is their MANAGEMENT. She went back to let the staff know about the situation, and Kayla the manager there, is a liar and not qualified to be a Manager! Never acknowledged the fact that my mom got POISONED from your nasty food, never once apologized, LIED to the other male manager about apologizing, (you never did) and even after my mom explained herself, Kayla was trying to figure out which item on the receipt got her sick. ??? M’am, please… I’ve managed restaurants before and you handled that horribly; Theres lettuce in every item there.. what we got from this is that Shake Shack at Mosaic does not care about their customers health; just their money!!! AVOID GOING AT ALL COSTS- unless you enjoy spending your Saturday on a toilet! Never coming back to...

Was excited to go today – opening day! I was a little disappointed that they didn’t do anything special at all but I am thrilled to have a new Shake Shack nearby! The new location is very nice and spacious! They had lots of people working and everyone was eager to help out!! It took me very little time to finish my very yummy cheeseburger! It didn’t have any ketchup even though I thought it would but fortunately the super nice woman who worked there reminded me to visit the condiments section before I left! The fries were good, though I wish I had gotten some salt because I don’t think they had any. I was there right after they opened but they had lots of people fast! I’m guessing this location will always be crowded! It appeared that I was the first person to place an order using their app, and it all worked out well. They have a large location for pick ups, from Uber and Doordash to app people like myself! I’m sure I will be here a lot and definitely recommend it! Since the Mosaic District lost their other hamburger chain a few years ago, this is a wonderful and very...