I had a very upsetting experience at Shake Shack Camden Town on Sunday, 26 October at around 3:20 PM.While helping my 5-year-old son in the accessible toilet (with permission, as my elderly mother cannot use stairs), a male employee entered without knocking, shouted at us, and told us to leave, even though my son was undressed and extremely frightened.I was truly shocked that this could happen in London, and in a well-known family restaurant like Shake Shack. The manager apologized but refused to provide the employee’s name, which made it impossible to report the incident properly.I later sent a formal complaint to Shake Shack UK’s customer feedback email but received no reply or acknowledgment at all, which was deeply disappointing.This incident is a serious violation of human privacy. No one should ever enter a toilet while it is occupied, regardless of the reason.Not every disability is visible, and I sincerely hope Shake Shack takes this matter seriously, reviews the CCTV footage, and provides proper staff training on respect, empathy, and customer care, especially when dealing with families, children, and the elderly.
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Shake Shack is an American fast casual restaurant chain based in New York City.
