Shake Shack Navy Yard — Restaurant in Washington

Been a long time customer and love their vanilla milkshakes that i always order, but on August 10 2022 around 6:15 pm, i ordered my regular vanilla milkshake and the lady at the counter confirm3d thay with me 3 times. I kept saying vanilla shake as i always did but when the order got ready it was vanilla malt shake that i never said, i never even know such thing existed. So i just went back at the counter and politely asked if it was a mistake and they gave me the wrong shake...then she went back and asked the lady they took my order if there is a vanilla shake and that black female ( im black too btw) who took my order said some derogatory word and that she confirmed if its malt and i agreed and laughed. I was with my friend and he got mad at her reaction but said nothing. Some moments later the so called manager came and said that she heard the cashier confirm thr order and that i agreed with an aggressive tone. And even told me thats not how i talk to the cashier. I never said anything aggressively and there is my friend to back it up. He actually was saying j never approached aggressiverly and its them that was acting up. I just want my vanilla milkshake without causing drama and here they are blaming me im causing drama and that i ordered malt shake that i never even heard before. And they refunded my money while i was thinking they were remaking it never asked for refund. How rude. Never coming back to this weird location again and i saw two people walkk out because they couldnt believe themselves how they turned the situation back like i was the problem. Poor management and disrespectful employees. This place wont last for long. GOODBYE. and i always referred shake shack whenever my friends ask for good shakes. Wont reffer for this...

Granted this particular one is walking distance from my work place, I will NOT be returning at all! Just today, I ordered here TWICE! First time, I had it delivered but the second time I chose to physically go myself and it was the absolute worst experience. The place is chaotic to say the least. I walked in and was waiting for about 5-7 minutes before someone came to tend to me. It looked like a full crew to me but no one acknowledged me being there even though I made eye contact with quite a few. They carried on with their conversations. Then one of the guys rudely talked to a young lady in an unacceptable manner, she then proceeded to just drop the bucket of water she had and water splashed everywhere, even over people’s food. I saw it with my own two eyes and was disgusted but was also glad it was not my food but at the same time felt bad for the ones it was being made for. I should have left after waiting a while with no acknowledgement but I chose to stick around cause I wanted to see how long it would finally take for someone to take my order. With as busy as the navy yard is, I’m sure this place makes plenty of money to hire a great staff that cares and actually want to work and take pride in their work. I will for sure not order from this one ever again. I’d rather go to the one by the Wharf. I hope this lands on the right person’s desk, so they can see how bad...

I had a very disappointing experience at this location tonight. I placed two orders one through the Shake Shack app and another through Uber Eats for a promotion. When I arrived, the mobile order was ready, but the Uber Eats order hadn’t even been processed.

When I inquired about the status, an employee told me, “I’m not going to lie, you’re going to be waiting a while, we have a lot of orders ahead of you.” I explained that I had already been waiting over 30 minutes, but she simply walked away. About 15 minutes later, I asked again, and she loudly commented to other staff that I “keep asking.”

Eventually, I learned that my order had been prepared but was mistakenly given to someone else. I then had to wait even longer for them to remake it. By the time I finally received my food and returned to my car, my burgers and fries I ordered on the mobile app were cold.

The entire experience was frustrating, there was no accountability, and I felt like I was treated as an inconvenience for simply asking about my order. This was far from the quality and service I’ve come to expect from Shake Shack, and it honestly makes me think twice about returning to this location.

I hope steps are taken to ensure future customers don’t have a...