The place was pretty small, and expectedly it was extremely crowded. Not even that rare kind of "fun" crowded where people are being social and having a good time, just a lot of people packed into line waiting to order something. Making this problem much worse however, is that the line layout was just unbelievably bad, there was no 'linear' path to follow to enter, order, and leave. You had to horseshoe into a very small area and it was as confusing as it was unpleasant. This is largely to blame based on how thin the row house it was built in itself was, but even still, you could definitely find a much better layout than what they did.
Next big problem, the place was Not Clean. The seating areas were so packed and busy that I can understand there being issues here. The real problem is the kitchen was dirty, and it's an open kitchen so you can just see right in. Not just a little dirty either, like, "have you cleaned the place in the last couple of days" dirty. I know the place was hammered, but wow it was an immediate turn off before even getting my food.
Ordering. Here's really the big part. I have never felt so loathed by someone trying to sell me something before in my life. Active disdain for my existence. Glaring off to the side, sarcastically asking "Yeah what do you want." Basically 0 verbal communication after that, I was going to ask a few things about the menu but, ehhh nope. Working fast food sucks, I know. Busy days suck, I know. Serving endless tides of hipsters and faux-foodies much suck even more, I'm sure. But faking being nice and friendly to customers to make them feel comfortable and welcome is sort of the entire point of the person being there to take your order, if you can't do that, you need to swap in someone who can, or hire someone who can. Otherwise, just remove the register and line entirely, and order by cellphone or touch display, because that will be a dramatically more pleasant experience.
Seating. Not happening. Got a buzzer and went to sit outside, it was winter and it was pretty cold. It took about 30 minutes for our buzzers to start ringing, they apparently failed to bother to ring us when my Milkshake was done so it had been sitting there. A hobo started harassing us for money while we were eating, before a policeman came over to tell him to buzz off.
I'm not really going to get into detail on the food itself because frankly I wouldn't go back to this place or recommend anyone ever go here just based on service alone.
But for completion's sake, I will tell you this about the food: Five Guys is better.