Lacking hard with costumer service. I bought a freeze dried ice cream sandwich from the gift shop. We walk through the gift shop straight to the seating area at shake shack. I didn't realize I was in the shake shack at the time, I thought it was just a seating area as I saw a coffee machine and a random self service snack fridge. We opened the sandwich to try it out while my wife and our entire school field trip were in line purchasing food. An older white guy came by and said you can't eat outside food in here. I shared that I purchased this in the building, I didn't bring it from outside, in a calm state not being combative (I now understand I was in Shake Shack, so he was correct). After I stated that, he felt the need to repeat what he told me extremely slow and in a rude tone as if I couldn't comprehend what he was saying. It took a lot for me to not get extremely mad and since I was there with the kids I kept my calm. Unbelievably horrible costumer service from this person. He could have easily listened to what I said and then could have shared that these are two separate areas. I'm sitting at home still irritated by the way people think they can talk to each other. Shake Shack, your food is great but I would recommend rethinking your employment decisions. FYI, we probably purchased something close to 50 meals. read more

I have NEVER in my life experienced such atrocious, rude customer service as I did at around 11:30 AM on 04/28/2024. After a lot of waiting, I finally got up to the counter to place my order at the Shake Shack within Air & Space Museum's Steven F. Udvar-Hazy Center. Shortly after placing my order, I wanted to change it by subtracting an item. No big deal, right? WRONG. The inept cashier had to first call a manager to remove it at all, but I thought it'd be a simple matter of the manager (whose name I sadly don't remember - EDIT: Google reviews confirm his name is Howard Radis)) saying something along the lines "Okay, just take it off, blah blah blah". Instead, the abusive prick decides that I need to justify to HIM why I want the item removed and what I expect his to do with it. NONE OF YOUR BUSINESS! Instead of granting a simple order change request, I get rained down on with a nasty, rude verbal assault as if I just killed his puppy. trying to stay as polite as possible, I simply reiterated that I purchased the item under false pretenses and no longer wanted it. Keep in mind, this is BEFORE I ever paid for the order so I was on the hook for NOTHING. After seeing I wasn't going to be bullied into submission, he gave up and took the item off but not before uttering a snarky "Have a nice day". I realize this experience is not the fault of Shake Shack, but this manager is absolutely PATEHTIC and needs to be fired IMMEDIATELY. I wouldn't trust him to scrub toilets let alone serve people at a great museum like this. I'm just glad that this disgusting behavior was directed at me and not one of the many great Veterans who visit this place. But if he's willing to treat anyone like this then he has most definitely done it to visitors who are US Veterans. I ended up leaving without placing the order at all, I was so shocked and disgusted. I will be reaching out to Shake Shack's corporate communications line and telling them EVERYTHING. read more

Awful service, manager was VERY rude to customers. Manager kicked a ton of people to the very back of a very long line and yelled at several customer who were simply trying to be nice. easily the worst shake shack ever. food was sub par and way over priced. read more

After a long day at the Air and Space, a meal at the Shake Shack that replaced the McDonald's was great. The menu isn't quite as large as regular restaurants but the Smoke Stack was just as good as it is elsewhere. A note: the restaurant keeps the same hours as the Museum. Promptly at 17:30 they closed read more

Service was terrible and couldn't even explain what a cherry pepper was. Burgers were undercooked

My husband and I ate there today. We had the shack burger, chicken bites, fries, vanilla shake and lemonade. The burger was so salty rendering almost inedible (I was starving). Mayo helped cut the salt but not enough. No shack sauce. Two tiny tomato slices. I spit out the disgusting chicken. My husband ate them because he was also starving. Fries were pre cooked but edible. Lemonade and shake were good. I always wanted to try Shake Shack. I did. I NEVER have to or will go back. Total disappointment. read more

staff were extremely rude to camp counselors and campers, threatened to call security on children (7-9 years d) for sitting at a table

We were sitting down eating and were asked to move tables because they were closing the section up for the day at 2:30?! Grabbed my food and had to move to another section where every table was disgusting. Customer service was also terrible. read more

Worst place ever. Worst service ever. Laziest staff and longest wait. NEVER EAT HERE!

The food is spot on! And their fries are the BEST! My daughters love it. I should have one in my community.

The food I received was very greasy- typical fast food. It was pretty good though. The service was great and pricing was alright. This restaurant made me feel warm and welcomed. It was one of the lower tier fast food restaurants I've been to though. read more

The service was absolutely terrible. I had arrived before the place even opened and waited in line for about 10 minutes until being kicked out by the very rude manager. I then had to go to the back of the line and didn't get to order until an hour later. read more

Worst burger ever. Totally burned to a crisp. I saw other people with similar burgers.

Waited in line an hour to order and another 30 minutes for food to be prepared. Absolute, hands down, worst burger I've ever eaten in my life - burned to a crisp, literally. Just a terrible experience all the way around. read more

It's understaffed but the workers are incredibly nice and understanding. Food was great like all shake shacks.

While this Shake Shack is far from the main attraction at it's location, it provide decent fast food to keep visitors happy. While the service was very quick the food itself wasn't too good. I ordered a burger, hotdog, and chocolate shake. The burger patty felt frozen and the hot dog was okay. The chocolate shake however lightened my meal greatly. The ambiance feels like a modern twist along with old space shuttles in the background. This ambiance is something no other restaurant in the world could have and is the reason for my enjoyment. read more

VERY long wait for food. Poor set up with one guy putting together the orders. First you wait in a LONG line to order, then you wait even longer fir the food. They should post wait time at the back of the line so you know from the start just to leave and find good somewhere else( off campus) buy an astronaut ice cream at the gift shop to tie you over until you leave and find good, real food. read more

Worst and more worsted terrible terrible plus terrible experience waiting time 2 hours for food

Busy Saturday. ONE PERSON AT THE CASH registers. They tell you when you order it will 30 minutes. Cannot believe they are unprepared for a Saturday crowd. read more

This is fast food joint. Tip "cup" on the counter was unnecessary and while some may disagree, inappropriate. There was no service rendered other than taking the order. Where service shined is the order delivery counter. Two folks were working and were terrific. Hustle was their watchword. After a few minutes of watching them make consistently friendly and fast deliveries to the customers I wished I still had a business where I could hire them. Either would have made a great manager at a more formal restaurant, and with work ethic displayed probably could do a lot of jobs with success. Yes, tipped. Plenty of seating and it was clean and neat. Food was tasty. Fast food though. Burger significantly burned on outside but still good taste. But very small. Thought I ordered a burger, not a slider. Shake small but, as advertised, thick and very good. Expensive for what you get. Not sure how families can do this. read more

Unbelievable... My son and I come here several times a years, for years on end. Today we waited in a very, very long line to order. We made light of it though and were in a great mood. After we received our food we enjoyed our pretty decent big lunch. Then off my teenage son went to enjoy the museum. I stayed behind on my laptop and phone, getting caught up on a variety of things. This is our normal routine. We go, eat lunch, he takes off wandering, learning, riding simulators, while I work on things, he comes back for another snack, then he heads to the gift shop while I wrap up. But today for the first time ever a Shake Shack manager came over and told me I couldn't stay since I had finished my meal, because they needed that table for other customers. At this point the place was 70% empty and the line was short. I asked - "are you serious?". He told me I needed to move to another set of tables in the museum to "do work". I was flabbergasted and in disbelief. I totally felt singled out. Would he have approached a big dude with muscles with that nonsense? I doubt it. I understand they have the contract but with this behavior (and other complaints I see on Yelp) they totally make their main customer - the museum - look bad. I hope owners of this Shake Shack take note. read more