Shake Shack Cabin John - MD — Restaurant in North Bethesda

Mobile order supposed to be ready for pick up at 1:15, waited for another 35 minutes, picked up at 1:50, came home with my daughter and found they messed up my order, my Shack Stack and a regular fries are missing. Technically the regular fries are not missing, just wrong. My daughter’s Shroom Burger is good, but her fries have spices on them, she’s unable to tolerate spicy food so she’s very disappointed. The chicken bites are fine though. I called the store right away, they put me on hold and the phone got cut off, called back, spoke to the manager, he was not friendly and a bit rude, I guessed it was because of my accent, he pretended he doesn’t understand the items I was telling him, and said no we don’t have Shack Stack on the menu. I am sure he knows what item I am referring to, he’s literally looking at my order on the POS screen. I hate to say it but I am offended. Sometimes you just know you are being discriminated. I do not lie, I get that a lot in this country, I am very experienced on this. ;) Anyway. He then offered me to pick up the missing items, the location is too far from home so I passed, he suggested to take off the two missing from the check, I accepted. Oh well I will just gonna wait and see if the amount posted on my credit card reflects the right amount. And no burger for me, I was craving for it. :(

Updated at 6:30PM 11/7/2020 I just received a Order Adjustment email. Adjustment Processed: PARTIAL REFUND -$14.12 I am fine with this, and would like to give Shake Shack a credit for sending out the refund...

I was super pumped when they opened one closer to me. I went the first time and the beef patty didn’t have the signature crust that I’m used to from other locations and the meat was well done. I tried it again yesterday and the line when I walked in was out the door, I still decided to wait (for whatever reason the app wasn’t accepting online orders), I get in and the cashier asks me if I’m paying with card, I say no then she says she has to wait on another cashier to take cash. She continues serving customers behind me which at first is no buggy, but then 6 or so people go with cards and the cashier who is supposed to be accepting cash still a no show, she tells me the manager is coming and still nothing. From the time I got to the front of the line to the time this cashier actually shows up is 20 minutes. 20 minutes standing in the front of the line with a CASHier that can’t take CASH. After this, I wait another 25 minutes to get my food (an episode of diners drive ins and dives) while people are piling into the window additionally there’s not enough space for those with to go orders to wait, it felt like I was in a standing room only concert.!So now I’ve waited over an hour for a burger and some custard when I could’ve just drove to the Tyson’s location which seems more consistent and better service. I finally get my food that’s cold and voila no crust. I’m never going back to this location and would rather drive the extra several miles to Tyson’s or Logan’s circle. Way to ruin a shake...

there are always so many things we like that were great. the first thing is that the food was great (perfect shake shack food). it was made quickly and accurately it was consistent with every other order we've ever had the manager and staff were exceptional, and made us feel like they they really cared, which they absolutely did as reflected in the quality of the order we received. GREAT TEAM! I'd forgotten pickles, which I failed to include in my order, and was given plenty! I did not feel like I ate a brick 5 minutes after I ate (also a consistent outcome, every visit) it was a VERY easy way to share my favorite burger with my family, who had never tried shake shack, and they ALL loved their burgers and dogs. I liked how easy it was to order this online, VERY simple, no confusion! this was a great solution to the difficult problem of getting a house bound elder, as well as a wheel chair bound OTHER elder the best possible cookout possible as actually BBQing is NOT an option, our Fourth of July party was a smashing success.

things we didn't like: nothing, everything was perfect.

This was large order, and was delivered in large boxes, and was very impressive to open infant of everyone, VERY cool!

we've NEVER had a poor shake shack experience, the managers ALWAYS greet us, and the staff is SO focused...