Steak 'n Shake
Reviews and Complaints

We sat down at 9:42 and didn't get served until an hour later. Other tables sat down and received their food before we did. We had 3 kids who were starving who just came from the ER and wanted to eat at steak and shake. They are cranky and more upset than when we came in. Service was unapologetic and never came to try to offer anything for the wait or even drink refills. The waiters barely knew what they were doing and over looked us more than once. Was told they could come the kids meals but at this point they didn't even want to eat.

Arrived at store # 653 at 1800 hrs, sat down at table.
Submitted order at 1820 Hrs, did not receive order until 1900 hrs.
Ordered a Bacon/Cheese Dbl/FF, when order was received it was only a single.
Called over manager and told him about the mistake, the cost was taken off the total.

Problem was other tables were seated after us and they received their order before us.
Yes, the store was busy, but we have gone to this store before it was busy and had no problems.

Not enough cooks in kitchen, yes.
Not enough wait staff, yes.
Poor planning, yes

I ordered a chocolate covered strawberry shake at the drive thru for Steak & Shake in Frankfort, KY, where I live. I got home and went to drink my shake, only to find it was a strawberry shake with a rather solid lump in it. When I used my spoon to investigate the lump, it was a long "tube shaped" junk of chocolate fudge (like used on a hot fudge sundae). It honestly resembled dog feces when I pulled it out of the drink. It is impossible to break it up in to small pieces that would work with a straw. This is NOT a drinkable shake. So I have a strawberry shake, which is not what I ordered or wanted. I have gotten the same flavor at Dairy Queen without issues, so not sure why S&S thought this was acceptable. No quality control!

We visited steak n shake in Bellbrook, OH on 8/18/19 around 6 pm for dinner. We were seated right away and ordered taken right away. When our food came out our server accidentally gave our food to another table. She apologized and we said it was ok. She said she put our order back in and it would be a few mins. another 10 mins go by and another server walks by our table to the other table that got our food the first time and she looked puzzled and returned the food to the kitchen since they already had their food and OUR food. so another 20 mins goes by and our server comes back out and asked what we had ordered so we gave her our order again. finally
we got our food and ate and went to check out and asked for the manager. the lady said she was the manager and walked away. i said i wanted to explain what happened and all she would say to me is "I only made your food once". I once again said nicely, I want to explain to you what all happened tonight and she put her hand in my face and turned around and walked out. I followed her back to the grill (on the customers side of counter) and asked her for her name. she ignored me. I asked her for her supervisors name and turned around and said "I dont have to tell you anything." and once again I asked her for her name and she ignored me so I got my phone out and she turned around and said "if you take a picture of me I will call the cops on you". I finally left. I have NEVER as a customer been treated so poorly by a manager. She totally disrespected me and did not want to hear what i had to say about our visit. I expect that this manager to be at the very least written up for being so rude to a person that just asked to explain what happened. in my opinion this woman has no business being a manager . i expect to hear back from someone higher up then this manager within the next 24 hours so i can formally have my complaint addressed properly.
Linda Mason
[protected]@yahoo.com
[protected]
If i do not answer my phone please me a message as i can not use my phone while working thank you

We pulled up into the drive through at 5:50pm there were 4 cars ahead of us. We did not order until 6:15 and then sat in the parking lot waiting for our food until 6:45 pm. Our shakes came out first (about 10 minutes before the food) without straws or spoons. They were melted, runny and the whipped cream had blended into the shake already. The food came out 10+ minutes later and we were missing an order of fries. We waiting an hour for this meal. By the time we got the other fries, everything (which had been crammed into a very small bag) was cold. This was such a bad experience that I am actually shocked it was real. No one seemed apologetic at all. When I went inside for the other fry, someone was in there who used to work at the store and was laughing and saying that she used to work there and they always messed things up. Really- just shut down the store. No store should operate this poorly.

Order # 525442, date: Aug 17, 2019

I have only eaten at this SNS a few times, but each time the service, food, or both has been terrible. I refused to eat there for a long time, but my husband and kids wanted it after church a few weeks ago. When we went there were no crowds, took 5 min to get seated, the waitress messed up the drink order and did not fix it until after the food came. She brought me the wrong side and said she would correct it, but never did. Did not come back after dropping off food until she left the ticket. Very disappointed and do not plan to return any time soon.

I pulled up to the drive at about 9 pm, there was 2 people ahead of me in line and about 3 pulled up behind me. I made it up to the speaker and was told they would be with me in just a moment, after about 5 minutes I said hello just in case they forgot I was there or something and they said the same exact thing but with more attitude, so I said okay and waited about another 5 minutes and then decided that sitting there all night wasn't worth it so I left and went to McDonald's, and as I pulled away there was only one person in front of me at the window. I ordered and got my food at McDonald's in less the half the time I sat at that speaker at steak n shake. I usually have to wait a while here but never that long. Won't be coming back.

Greetings,

My family and I have just moved across town and over the past month we have frequent your Anderson Location.

Normally we dine in and the experience is normally great the host and servers are polite and courteous, it is evident that at this location there is an emphasis on pleasing the patrons in the dinning room. But those unfortunate ones who order carry out or go through the drive thru get a totally different experience.

On one occasion my wife and I go into order carry out and had to wait over 35 mins to get all of our order. It was 12:00 in the evening, there were maybe 5 tables in the dining room being served. I order my food and shakes, immediately following me 3 more couples order food. My wife and I get some of our order after 20 mins the young man taking my order forgets that I ordered shakes. As I wait for my 2 shakes the other 3 groups get their food. After an irate angry woman yells and screams about how long the wait is. Finally, I get my shakes with a matter of fact and very ingenuine apology.

Another time I go to this location: I'm thinking things are going to be ok, I'm just ordering two shakes for me and my wife. There was only car in front of me in the drive thru, I waited 20 mins for those shakes. I was amazed and couldn't believe how long this took, when I finally got shakes there was no conversation, I was given my shakes and didn't even get a "have a nice day". That was just a terrible experience.

Today was strike 3, my daughter comes to me and ask dad whats for dinner I think to myself preseason football is on and I don't feel like cooking . I think fast food will work and she asked for Steak & Shake and I honestly got a terrible sinking feeling in my stomach ( I think OMG this is going to take forever) I said ok baby girl lets go.

As we get there I noticed there was no one in the drive thru, I start feeling a little better but I was soon to be let down by waiting at the speaker for 5 mins before anyone acknowledges that I'm there and that was only because I asked if anyone was there . A female voice says to me "please wait" I wait another 5 - 7 mins before I'm addressed and that's only because I said "hello" I order my daughters favorite the # 9 The garlic burger meal with a sprite. I get to the window a young man takes money with no greeting or thank you for my patience and I sit for another 10 mins….I get my food and the young lady is not smiling and looks like shes is upset about giving me my food and asks me with the nastiest attitude " Did you git yo Sprite? I shake my head no…. she gets the drink and just closes the window.

This location is not only hurting your BRAND they are destroying it, I would never pretend to ever tell someone how to run they're business but as a consumer I can say this location is consistent is being the worst customer service I've ever seen in my life . I don't want a thing for free. I just want your brand repaired …. Please send someone to this franchise and see if what I'm saying isn't true. Ignore me and lose business and allow customer experience to be the worst in the city.

Thank you for time

Me and my boyfriend who had just gotten out of surgery went to tupelo steak n shake and was told we had to wait 10 minutes for a table. There was at least 5 empty tables and no one in front of us. We will not be back there. The hostess was rude and the place was not busy. She did not attempt to seat us or give any reason why we could not be seated at one of the empty tables