Shake Shack Thayer Street — Restaurant in Providence

As someone who helped open this location after months spent traveling daily back and forth to the West Hartford location as an AGM, and then being let go due to a falling out with my superior (which still breaks my heart 4 years later) - I FINALLY, after 4 long years, came back to Shake Shack tonight for dinner. I ordered at the Kiosk as I thought that would be easiest. Ordering was simple enough as I know the menu extensively. We had a relatively straightforward order. Two 50/50s, a bacon cheese with just onion, a bacon cheese with lettuce and tomato, a chicken shack with lettuce tomato add cheese and bacon, and a bacon cheese fry with an extra side of cheese. 45$ and 10 minutes later (I was watching the kitchen as I waited) I watched ticket after ticket turn red - mind you there were never more than 6 orders on the expo screen at a time. I get my food and we sit to eat. No condiments in the dining room. Just ketchup pumps. No mayo. No mustard. A few cups for water I assume (I guess fountain machines were taken out during covid?). I ran up to the counter to request mayo, ketchup and mustard for the table. Then I sit down and open the food. Almost no ice in the 50/50s so not really cold. My chicken shack had no cheese on it, and my fries had no extra side of cheese. So I got back up, ran back to the counter and requested a slice of cheese to throw on it. They said they'd have to remake it. Ok. I get it. In the 4 years since I've been gone - I've been a GM for a competitor company. I would've taken it cold and added it myself - but I get it. I didn't want to wait another 6 minutes or longer - so I told them it was OK to just give me the extra side of cheese sauce they missed and not to worry. I get back to the table to find out my fiance's burger had no onion on it. Now it's just getting hectic and he requested I sit and eat and to not go back up a 3rd time to correct something. Ok. I let it slide. I would say mistakes happen - but as someone who invested so many hours to this exact location - to open it and run it with everything I had - to see what took place in the 40 minutes we were there was just heartbreaking. Not a SINGLE person working smiled. Not one spoke except the one monotone employee who came to take orders periodically at the register. The person working expo didn't speak. The kitchen didn't communicate. It was like you could hear a pin drop the entire time we were there. How can you expect exceptional service and quality food when the kitchen literally isn't even speaking. Not a ticket time called. Not a single all day count. Nothing. I'm sorry but this is not the Shack that I helped open. I was taken aback. Dining room not being attended to. Customers being basically ignored. Dining room and doors filthy. Bathrooms had literal pee in the sinks (I get it - in the city bathrooms can get... messy) and a lock on the door looked like it was broken off. Window behind shake looking on to Thayer was filthy. Dusty printers you could see right from the street. There is no care here. I'm sorry - I understand I was let go though I never agreed with it - but please... please! Find managers that CARE. I understand that I'm being critical as I invested a lot of my time in to this location - and I'm a GM so I see things with a more critical eye. But this was honestly a shame to witness. And a waste of almost 50$. I'm glad I got to come back in finally. Just sad with...

I really enjoy the burgers here but just had a very bad experience with the cashier and I think I will not ever set foot in this restaurant again. I had put in my order through the kiosk and after some time I got a text message saying that my order was ready and that it would be brought to me shortly. After waiting about 10 minutes; I envisaged that maybe something was wrong and perhaps the waiter had tried to bring it but didn't see the table number. I waited patiently until the queue cleared so I could enquire with the cashier. I showed her the text and said that I was wondering if there was anything wrong with my order. She immediately snapped at me and said that I had to wait because there was only two of them. I was really taken aback by her reaction; she got defensive and was extremely vicious in her tone. I could sense she was in a really confrontational mindset but I preferred to not interact with her stupid attitude and I returned to my seat. She eventually came to serve me and did it in a very rude way, looking away and to some extent tossing the tray from a distance, instead of actually gently putting it down. This employee was clearly under pressure (before I had spoken to her) and was taking it out on me, it made me feel negative especially that my intention by enquiring was to know if there was an issue and not to strain her further. Perhaps, she should be moved to a kitchen role because she clearly does not have the social skills necessary to interact with...

Everything was delicious, got a shake and burger too test the waters and I was happy with everything.

Edit - rating went from 5 stars to 2 stars Revisited this place today, 3 years since the initial review.

Came in and the counter/order area had a lot of people clustered waiting for meals. Last time I was here they seemed to avoid this by providing people a vibrating tile to let them know that their order was ready. They've since gone to a system of calling out people's names. This causes the front of the store to be mobbed.

When I did get to the place where you order the person just glared at me until i told them the kind of burger I wanted. Then stared at me a bit more... It was incredibly off putting and the exact opposite of person you should have taking orders. No "welcome to the establishment", no "is there anything else we can get for you?" The only thing they really said was to point out how I can add a tip to my order...

I ordered the hot ones burger, cheese fries and a drink... the burger was good, but the cheese fries were a true disappointment... The fries themselves were luke warm, and the cheese sauce was cold. For $20+ dollars for this meal, it was a complete let down.

The last experience was when I was trying to leave and the only trash can I could find for me to throw away my trash was overflowing with trash. It was the a terrible experience, the only thing that was redeeming was that the...