Steak 'n Shake
Reviews and Complaints

We visited the above mentioned restaurant around noon today (6/1/19). The restaurant was busy, so I thought maybe they were not able to keep up cleaning off tables. As we were seated, I wiped off the bench seat. The catsup and mustard squeeze bottles were dirty. I used a napkin to pick them up. The floor was a black and white tile and filthy. Not so much dirty with food or trash, but the white was grey or black. It appeared the floor had not been really cleaned for a long, long time. Customer service was okay, but I would not return because it was just dirty.

I walked up to the counter to asked where our milkshakes were and he said that they are making them now. Then about a minute later he walked up to our table and said "If you want your milkshakes don't make a smart a*s comments about the people making your f***ing food." Then as we went to pay he said " just a life lesson for all of you don't piss off the people working especially the ones cooking your food."

I was so disappointed with my trip through the drive thru at Hampden and Riverpoint. I waited at the drive thru for 10-15 minutes before order was taken. I was the only one in line. I waited another 5-10 minutes at the window to receive my food. I realize burgers are cooked as they are ordered so was glad the location wasn't busy. My patience meter was definitely running thin. The person that took my money and eventually gave me my single burger and fries looked like he had been spatter painted with ketsup and mustard and whatever else. Really, really disgusting. Gotta say burger was good - fries were cold. I think you could do better.

Sue Conrad
6-01-2019
[protected]@msn, com

Not sure there is a resolution. Just wanted to express my disappointment.

My husband and I were good customers of Steak ‘n Shake. But I will never eat in these restaurants again. I'm speaking about the Hixson Tn. store. Twice we've ate there, twice both of our hamburgers we're raw in the middle. And both had frozen cheese placed on them. This is totally unacceptable. On a third trip, I just ordered a shaky. My husbands meal was brought to him and he had finished eating still no milkshake. We had to remind the waitress 3 times. Finally when we got up to leave she brought the shake. We're done with this restaurant. Deborah Harris

Steak n Shake
1651 W New Haven, Melbourne, Fl 32904
5/30/2019
I am so disappointed in the reality of results of the Swiss mushroom burger. The photo on the sales flyer had the sandwich with 2 thick burgers with lots of Swiss cheese and over flowing with mushrooms and grilled onions. The reality is 2 thin burger patties on a bun with a very thin piece of Swiss cheese, almost unnoticed and definitely couldn't be tasted, with no onions and mushrooms showing. I thought I had the wrong sandwich until I looked under the bun - one small onion ring with, count them, 7 slices of mushroom.
Never again will I go to Steak n Shake anywhere and when people say they want to go there I will tell them not to bother. The service is slow and the food is a disappointment. This is the norm at the few Steak n Shakes I have ever been to any where in the country.

I came thru drive thru last night at you guys Hampton location and I ordered a Fresno melt and fries with a oreo shake I didn't receive the shake and or a receipt for my order and the burger was kind of dry and burnt I was really upset when I got home and I waited a while so I thought the food would have been fresh they really need to get help at night

This isn't a complaint so much as a suggestion and requested correction. We're new to the steak n' shake world by virtue of a virtue of a rommendation from a friend. I've been an in & out fan for years. 8/9/2018 was the first time we visited steak n' shake. I was inspired by good food at a great price with good service, so I bought a $ 25.00 takhomacard, for the discounted price of $20.00. The issue is that the $5.00 bonus expires in a month. When I used the card again on 9/14/2018 I found that out. We didn't read the fine print and the individual at the branch where we bought it, did not explain either. I think it would be more customer friendly to have the bonus last for 3 months. The correction i'm seeking is that, when we presented the card recently, the store said it had '0' balance. I know I only used it once before for an $8.96 purchase. I checked on line and the system confirms that the card, [protected], pin # 879, has a balance of $11.04, as it should. However the store doesn't see it. So i'm thinking perhaps the info on the card is corrupted? Can you please assist. Thank you.
Mike Hauck/ email: [protected]@yahoo.com/ cell: [protected].

My husband and I used to go to Steak & Shake all the time when we were in the area. The restaurants were full service, the wait staff very courteous and friendly, and our orders were always correct. We were recently in Pennsylvania, and we went to the Steak & Shake in Fogelsville (might be Fogelsburg), PA. On Saturday, after waiting 45 minutes, my husband's order was correct and nice and hot. My order, the bacon cheeseburger (I asked them to really MELT the cheese) with a single patty and fries. The burger was stone cold, the cheese looked like it had been put on at the very last minute. I didn't take it back because we couldn't wait another 45 minutes for a new one.

On Sunday, we decided to give Steak & Shake another chance. This time we waited 30 minutes for our food. Again, my husband's order came out correctly. I had ordered the bacon cheeseburger (REALLY melt the cheese) with one patty again, along with a small order of cheese fries. What I got was another burger that was stone cold (including the cheese), and 2 small orders of fries, no cheese. I took everything back and asked them to correct it. I saw them ALMOST put the patty BACK on the grill, but they didn't. It took another 20 minutes before I got what I had ordered. The burger was piping hot with melted cheese, but there was very little cheese sauce on the fries.

On both days, all the staff I came in contact with were either very surly or downright rude.

The next time we are in an area that has a Steak & Shake, I believe we will eat somewhere else.

I have been to steak shake 21st newark ohio 3x in last 5 weeks and 2x it was awful the food was greasy fries and onion rings was rubber like threw in microwave to heat up .. Milk shake was so thick couldnt drink it staff was rude i wont be going back to that place i spend atleast 25 35 bucks each visit and get crappy food... Thanks for reading and hope u fix the issue my email is [protected]@gmail.com thanks dawn

I just wanted to let you know about the piss-poor service at your Pensacola, FL Shake and Steak on May 25th at approximately 9pm.
I'm just going to give you everything in a nutshell, you can go on Yelp and see the reviews for details, or talk to your supposed manager that likes to hang up on people, or your supposed district manager that had nothing to say but I'm sorry over and over again...

There were 17 of us. My oldest grandson had just graduated from Pace HS and he wanted to go to the Steak and Shake… What a mistake! It took almost 40 minutes for someone to ask us if we wanted drinks, and the most of us didn't get them! My one son-in-law never got his order; The waitress was excited to bring my 15 year old granddaughter ranch dressing, but then got huffy at her when my granddaughter said that it would be nice to have food to go with the dressing; After three tries to bring my son what he ordered and screwing it up, my son just gave up. We were served burn't buns, raw burgers or burn't burgers, greasy undercooked fries, no drinks during the meal… it was just ridiculous. After an hour we left and went to McDonalds to get something to eat… but I still paid so the cops wouldn't get involved, only because my son-in-law is a Santa Rosa Deputy Sherriff and it just wouldn't have been good.

But now I understand why that place in Pensacola, FL is so bad. This morning, talking to someone named John who claimed that he was the manager hung up on me three times because he didn't like what he was hearing. With management like that, it's no wonder why that place is so piss-poor! It's obvious that there is no training for the front of the house or for the cooks because nobody knows what the hell they are doing, and don't really seem to care what they are doing and really don't give a damn what they put out! It won't be long before someone gets really sick and the lawyers get involved, then it will really cost you a few bucks and a bunch of bad publicity...
But in the meantime, I'll be letting everyone I know to stay away from that place, and to pass it on to everyone they know. We have a rather large military and retired military community in this area and we share what's good and bad.

My opinion, until you get management that cares about the customers, and you get people that are trained on their job, and cooks that know what the hell they are doing, that place is a hazard waiting to happen.

Ira "Jake" Jakob USAF (Ret)
100% Disabled, Not Ready To Quit!
[protected]@cox.net

It took me 30 minutes to get my food which was incomplete. I received two milkshakes that were water. My fries where cold of course because the re make shakes took 20 more minutes. I got home reheated my fries in the oven come to find out they were over powered by salt. I asked to speak to the manager and was told she would be out as I waited for my shake I was expecting to speak with her but she never came out horrible service

Terre Haute, Steak N Shake is an absolute joke . Every single time I go in to eat which is hardly ever now because everytime the service and food quality is just garbage . I would rather have McDonald's . My waitress couldn't get my order right to save her life, none out of four of us got a refill on our drink and she looked filthy .
My name is Jessica Conrad
Cell -[protected]

We always eat at least 1x a week at the Hoffman Estates iL location
Serve & food is usually fair - good
We always go to the drive thru and order the same thing
I get the fried chicken salad, my husband gets the Prime Burger
On 5/23 we waited an exceptionally long time for someone to take our
order. When we ordered the Fried Chicken Salad it seemed she did not know
what we were talking about and kept saying just a minute, hold on, I'll be back, carrying'on
very unprofessionally. Possibly a new person, still, someone should be there to help a new person out.
At the window, we waited at least 10 minutes for the food
When the food came up, finally, the bag was thrust at us by a very rude man (manager?)
who said not a word
At home, the chicken was not edible. It was so crispy that there was no chicken inside, you
could not even bite in to it.
Something was wrong there that day and I think it needs to be looked into,
I would like to be credited or compensated for that awful meal, it is the least you
can do for a loyal customer.
Lynn Minter
1120 Rosedale Ln
Hoffman Estates IL

We sat down at a table and we were next to the kitchen and the manager and the cook and 3 waitress were arguing and yelling at each other. One waitress ended up walking out crying. We waited 20 minutes for our drinks and even longer for our food. This was a awful experience. My children were asking questions as to why everyone was yelling at each other in the kitchen. It was the worst experience I have ever had at Steak ‘n Shake.

I wanted to let you know that I visited one of your stores in Antioch, Tn on May 24, 2019 around 9:00 PM with my family from out of town and there were 2 ladies employees there that stated they were closed due to being understaffed. This is Not how you run a business and my family and I were really upset that we had to go somewhere else. I wanted to also let you know this is not the first time I experienced this understaffed problem with this restaurant.

I was at the Hillsborough Ave location in Tampa Florida on Sunday the 19th of May and had a HORRIBLE experience. We were a group of 12, we got seated right away, it was probably 20 minutes before we got our order taken. We put our drink order in at the same time but our drinks came at the same time as our food. Over half of the food came out cold, and when we said something to the waitress, her response was "well it was fresh...so". We payed well over $100 for horrible service, mediocre food and we were there for my twins graduation dinner. It was the absolute worst service I have ever experienced.
Kera Bigham
[protected]@gmail.com
1755 oak grove chase drive
Orlando, Fl
32820

I came to the Steak'n Shake Restaurant in Fairborn, Ohio 2856 centerdrive. May 22, 2019 late midnight. Let's first start off saying by how amazing our waitress is, but the manager is awful. The waitress even credited us two meals for how rude and unprofessional the manager was being. The manager sat in the restaurant yelling across at the waitress, Melanie, everything that she has done wrong and keeps doing wrong. Second we couldn't receive any shakes, for other customers it was ok and allowed. Employees that were not working were allowed to go in back and make their own. Lastly the manager told us if we would like our shakes to go back there and make it our self, but be careful it is sparking. Also yelling to our waitress what are they still complaining about. All of the employees then got up and made shakes of their own gloating in front of our faces. The manager proceeded to make fun of our waitress with other employees and us. This was highly rude and unnecessary. The manager on duty was Lacy. Until we walked out the door the manager countined to point and make fun of us. We visited this store every night and we have not had any problems untill this manager's was on duty. Is this any way to treat customer's. On a side note I noticed the cook was, also cooking and juuling at the same time.

My steak n sheak location is in Jensen Beach Florida off of US1. Every single time I go through the drive though they tell me to pull forward, regarless if someome else is behind me or not, to wait for my food near the door which then takes forever to come out. Once I politely declined because the parkinglot had barely any cars in it and there was no one behind me. The lady at the window became very rude and told me that was "store procedure to keep the timers from beeping."

I've worked in a resturant so I know they tell you that just to get you off the window timer. I don't want to say anything at the window incase they decide to spit in the food or drop it on the floor but at the same time I wish the managers would give a [censored] and stop them from doing this when its not busy or when the order is simple and quick to make.

I am a driver for Door Dash and I came to this Steak N Shake at about 12:30 am for a delivery, I stated who I was and who I was there for and sat down because it wasn't ready. Fifteen minutes go by and no one says anything, finally a boy comes up to me and says their system erased everything earlier so they don't have his order and haven't had it the whole time. At this point I'm late for my other deliveries and when I ask him why they didn't just tell me that so I could inform the customer he just shrugs and says it got deleted so there was nothing he could do, which did not answer the question "Why did you not tell me" at all. They then ignored me again, it took until roughly 12:50-1am to get my customer's order and then they still forgot his cookies which I had to come back for. Not only were they rude to me but they were cursing behind the counter loud enough that I could hear them from where I was sitting by the toy machines, this is highly unprofessional with me in the restaurant let alone the table of sit down customers that sat not far off. I lost orders because of this as well as it just being a huge inconvenience that could have been avoided had they just practiced basic customer service.