Shake Shack Dupont Circle — Restaurant in Washington

This location's service is terrible. I love Shake Shack but the DuPont franchise is awful at customer service, attentiveness and speed. I ordered on the app yesterday -- placing my order a little after 8:50PM. I set the order to be picked up at 9:15 and arrive there around 9:07 (wanting to just quickly run in and out and get about my night.) I head up to the front where the mobile order pick-ups are located and don't see anything. I'm ignored for about 4 minutes until the line to order goes down and the cashier asks if I need help. This is all fine, especially knowing she was busy with other customers and I'm a little early, except there are about 3 workers in the back I've made eye contact with who do nothing to help me before the cashier is able to get to me! If you see someone in the front asking for help, help them! I tell the cashier I ordered on the app, and I find out that my order isn't finished yet which, again, is fine. It's a little busy and I'm a little early. Around 9:20 I get a notification on the app that my order is ready so I head back to the front to get it. I'm told to pull up a screen that verifies which order is mine and show it to the person handing me my food, so I get that ready. Some kid comes and grabs a bag on the counter right before me. Several minutes of confusion later, we all learn that that was supposed to be my order so I confront the kid and explain the situation as he's drinking my milkshake. He rebuttals that the order is definitely his..I know it's not but I say it's fine...I'll just explain it to the SS peeps. It's 9:30 now and after several more minutes of getting someone's attention (again!) I explain what I think happened. A guy pulls up my ticket order and says he'll expedite it to get it made for me. 9:40...no food yet. It's been almost an hour since I [conveniently] ordered food on the app. I'm basically fuming standing up at the counter trying to get someone's attention and say I've been here for over a half hour and just need food. I have the manager's attention now and they have no record of my ticket. I basically RE-ORDER and wait in line for the 4th time. A lot of this experience could be an innocent mistake. SS didn't plan for some twerp to take my food but they should have been much more proactive about it. The cherry on top for me was that after speaking with the manager, I see MY bag of food just lying on the counter for another several minutes. A women finally gets up to hand it to me and barely apologizes. In my experience, when a manager is involved they take things into their own hands to make the encounter better. Nothing was attempted. I'm done with this location. I'll drive out to Pentagon or somewhere else vs. walking to DuPont-- even though it's closest to me. We need to demand better service from these workers. It is completely...

They do a job well done far as production of the meal displayed to company standards. .but as a consumer are you all aware of how many rats are living within the facility? Workers see it they run out in the lobby under your feet as you're eating , poor management unless Jason the Gm is there then of course you have to be on your A game. No boil out process for the grease stations to where the fried chicken and fries are made , just same ole rerungrease and filtering out droppings of food. If you order bacon as we all know bacon is crisp ,and yours is soggy it's piled up in a silver container just cold and old and slapped on with tickets that requires bacon,the grills, and custard machines are the only stations that get thoroughly cleaned at the end of shifts, Trash over piling because as you see the store is mainly girls managment all males except a lazy female , so they rely on female workers to take the trash out and keep it clean, only one girl out of the whole store was able to do that, as they all know --better than any male. The custard machins if you get a shake that's to watery then it's rerun and that means it's old custard that they saving to profit off of. The bathrooms as you see has repatch work that's because it was holes in the ceiling from damages , the floors are grimy due to carless workers never changing a simple mop head, and oh where you eat off of the trays BOH is a reck, black mold, leaky pipes, old dishwasher everywhere- the smell is horrid. Rat traps under the cheese pump where you get you're cheese fries , rat traps sprawled throughout the kitchen area and BOH area especially, the secret shopper score never over a 80, due to filth workers and zero management, Quinton is the manager that flirts with workers on the clock in front of workers that can vouch as witnesses, also has a drinking problem, and let little beet team members next door sale weed in the shake shack store . Kandra is the lazy female that is scared of the employees and only likes the ones that can make her laugh, Jose the only cool one, Jason the GM has his favorites but is you're typical white male -as we all know are scared /intimidated by the black culture- the display of your food is the only thing up to company standard In this location, all workers can vouch...

Honestly, much worse than I expected.

I've heard all the comparison tests about which burger chain is best, but since this was my first time in a city with Shake Shack, I finally was able to try it for myself. I was thoroughly disappointed.

I started by ordering a Shack Burger. They asked if I wanted fries and a drink. I said "no fries, no drink, but I do want a vanilla shake." Well, she rang me up for fries and a shake. She didn't read back the order though, so I thought that when the total was 15 dollars, maybe I was paying extra for cheese or a larger shake. Nope. 5+ for a small burger. 3 for fries. And 5+ for a shake. Whatever, I thought. This is Shake Shack... it's gonna be great anyways.

I got my food, and it looked disappointing. I dug in, and it was worse. The crinkle cut fries were so thick they barely cooked through. They were cold in the very center, and soggy throughout. The bun for the burger was greasy because it was stuffed into the little paper wrapper. The lettuce on the burger was 1 single piece of flat, mushy lettuce (I was expecting thick, crunchy lettuce, or at least more than one piece). The lettuce felt like those bad pieces you get in a bag of spinach. The taste of the burger was fine, but nothing exceptional, and definitely not worth 5+ dollars. Lastly, I tried the shake. I popped the lid of, and it was only 3/4 full. And the cup looked like it was only 16oz or so. I wasn't expecting something HUGE, but for 5 dollars for a plain vanilla shake, you're only gonna give me 12oz, and it was already very melted!! The shake tasted fine, but by the end it was pretty much just milk and I drank it.

To conclude, Shake Shack was a complete let down. I went in with somewhat high hopes, but the whole experience was mediocre at best. Definitely 1 star.

TL;DR Soggy, cold fries Soggy and greasy bun 1 piece of mushy lettuce 3/4 shake instead of full Didn't get my order right and charged me for what I said I didn't want WAY TOO EXPENSIVE (This would have been 4 stars if I had paid 4 or 5 dollars. For the price, my expectations were...