Steak 'n Shake
Reviews and Complaints

My boyfriend and i went to a local steak and shake. We odered 2 meals 1 with onion rings and on sandwich with no raw onions. I was waiting in drive thru for my order. I get it and i have 2 fries and my burger had raw onions. I tap on the window and tell her the order was wrong she apologized and had us pull up. We waited about 5 minutes and they came out with new sandwich and onion ring. Sandwich was still wrong and now missing a fry. I was not pleased with my visit.

Your restaurants in Elkhart County, Indiana have to be about the worst I have ever seen. Visited the on on ST Rd 33 today, no eating utensils other than plastic for dine in. Lack of to go containers, staff down talking about the store and other employees, and talking rudly to customers.
Wait staff seems frustrated with circumstances, local management does not seem to care.

On 11/17/2018 at 1:55AM my boyfriend and I got in line in drive thru, now I realize u make orders as you go, but it took 30 minutes for anyone to take our order. After 20 minutes we realized that your employees were taking 1 order at a time. Then when we did order it wasnt exactly filled the correct way, we ordered 2 burgers, fries and drinks. One of the burgers was not supposed to have any tomatoes but it did, the other was fine, we were asked if need salt, pepper etc. of course we got no salt so we had to throw fries away, they were awful without salt. As for the drinks one was coke and the other was to be dr. pepper, nope I got root beer.

I never thought I'd complain about your company, but today was a awful experience. My family waited for 5 to 10 minutes to be seated with 4 other parties behind us. There was 5 tables open and three not cleaned off available. Once we sat down we waited 5 more minutes for someone to come to us. Then I had to get up my self to get silverware. Our order took 40 minutes to get to our table. This was very upsetting but someone at your company needs to know. This was store 396.

I hate to be just another member submitting a complaint to Steak n' Shake, after it is evident that their business quality is already on the decline (by both reviews and feedback all over my town). However as a daily Steak n' Shake customer, I feel that it is of my best interest to share a high quality review in hope for change. Some may say "If the service is so bad, why do you go there daily?", but is that really the correct solution? I go to Steak N Shake because it is affordable. No it is not expensive food, but I do not believe that this generates an establishment in which terrible quality food, service, and lying employees should stand. I will not proceed to rant, but jump into the experience:

Daily, my Steak N' Shake encounter is NEVER under 30 minutes, this is not an exaggeration. Each car estimates about a 15-20 minute wait time, and for now I have never been the only car in line, usually I am the tenth

Over half the time my order is incorrect: the fries are not cajun as I asked, I receive the wrong sauce, I receive 2 drops of sauce in the container, the chicken is miscounted, the fries are small (3-5mm) and stale, etc.

However this particular instance has caused me to leave a very detailed review in an effort to reach to corporate. On Monday of November 12, 2018 I waited 45 minutes from placing my order to reaching the window. My order was the $4 meal (Chicken and Cajun Fries), which now includes either Chili or Coleslaw and a Cookie. Upon mentioning the #16 that is listed as that special, the lady did not ask my choice between the additional food items. I specifically asked "Does this come with Chili and and a cookie" and she said "No" (rudely). At this moment i am dumbfounded, and my dash cam is recording everything. As I reach the window (45 minutes later), I ask the question again and she proceeds to say "No!" again (more rudely). Adamant that she is lying to me I drive through one more time to take a look at the menu to double check myself. Confident that she is clearly incorrect I walk in and speak to a manager about the order. He claimed that "Not everyone wants the extra cookie and chili so they are not even asking customers if they want it". To me this seems like a simple ploy to either A.) Not have to take the time to fix the bowl of chili B.) Increase profit overturn by getting over on unaware individuals. BUT that was not my concern. My concern was not that she did not offer it to me, but that upon requesting I was still told "NO" (Rudely and Confidently), that they do not come with these items. The manager never apologized, got my items for me, and I walked away

At this moment you would say my experience was terrible, but I wish I could say this was the end.

1.) The Chili In received was merely mucky water with a couple beans in it, I swear it was the consistency of Water (View the attached Photos for Proof)
2.) The fries were absolutely terrible (As usual), as if they had been sitting out since last night)
3.) The Buffalo sauce I requested was not even 1/4 full (See attached photo)
4.) The chicken I received was the most nasty piece of chicken I had ever bit into, and I video taped myself gagging with watery eyes trying to eat it, just to emphasize how terrible quality the food was (Caution Watching Attached Video)

So after 45 minutes of waiting, being lied to, speaking with a manager, and being perceived by all staff as a nuisance... I received liquid chili, cold fries, mere buffalo sauce, and chicken tenders that literally almost made me barf

Where do I go from here

ATTACHMENTS: https://share.icloud.com/photos/0M3SxkHR-xsoYZA2uKQ41KnHA#Bloomington, _IL

(I would upload each, but there are just too many)

On vacation October 14th i stopped in your location 1101105 (n. Glen Location) in Springfield Mo. the manager I think was Mike S.
I watched him work his heart out flipping burgers. The store was full of customers and in walks a guy from the drive in complaining with a load voice they could not serve 2 orders in the same vehicle in drive up. Mike S. was very calm and handled it very professionally. Your manager is a very good employee for you.
I train salespeople in the car business in Phoenix, Az. and wish i had a dozen of your Mike S.
Respectfully,
David Disbrow
23680 W La Vista Circle
Buckeye, Az. 85396
email: [protected]@yahoo.com
[protected]

We all seen the terrible video of the poor gentleman refused service and not even allowed in your establishment because he supports our president. I'm not even a Trump supporter and I believe this is absolutely terrible and goes against everything this country is about and founded on... We bring our youth group of 40 to steak and shake every week. That will happen no more. I have shared with 67 other churches in our denomination and they are on board with this boycott also... So long steak and shake.

Hi,
I am writing to tell y'all that we need a Steak n Shake here in White Settlement. The closest one is 15 minutes away. Please consider my request and build an oasis of sweet burgers and shakes that Brewer Bears can be proud to dine in. The location I believe would be ideal on the northeast corner of Silvercreek and W 820. The high school is right there and it would be a perfect location for a Steak n Shake. Please build us a Steak n Shake.
Thanks,
Aaron James

I have been to the 86th street and Michigan street and have some complaints.

1. really slow to0k 20 minutes that is after someone finally answered. it seemed like I was bothering them. Nov 7

2.. the place had all the lights on and I was told that they were closed. it would have been nice to have a sign to say that. Monday Nov 12

3. need to be a little more friendly, very rude at times

needless to say I will not be a guest of any of the steak and shake for very long time

Tonight I decided to take myself and my kids to steak and shake. I was meeting other family there, but went early because my son had basketball practice. I arrived at 5:45pm there were only 2 other table there at the time which already had their food. The waiter sat me and my kids down and walked away and didn't come back for over 10 minutes to ask for our drink order. I told him we were ready to order at that time. My kids both ordered milkshakes with their orders. It took another 10 minutes for us to get our drinks after he took our order. Still only the same other 2 tables were there. About 10 min. after that our food came. When we got our food my daughter ordered the macaroni and cheese meal, the mac and cheese was not even half full and she gotten only a few fries. The other half of our party came and it took him another 10 min. to come get there drink order. Meanwhile he never brought us silverware or napkins. It took him a long time to bring there drinks to the point they wanted to leave and my daughter was in tears because of how little the food was. Not once did he come back to ask if we needed anything or how our food was. Meanwhile after being there for 50 min. we still didn't get my kids milkshakes. He finally brought my bill and said they were coming, But other tables that had come in after us had there's. I went to pay and she said it was more than what my bill said. I paid it because I had to get out of there to get to my sons basketball practice. I finally asked to speak with the manager. He REALLY UPSET me. He told me that there was nothing he can do or say to his servers service. That I should have spoke to him before I paid my bill. What kind of people are you allowing to manage that place. I will never go there again. The manager also seemed to think it was funny and said he only has one server and can't tell him to go faster. Well maybe he should be out there helping his staff instead of hiding. When I asked why it took 50 min. for our milkshakes he didn't have an answer. I got NO apoligy just a well when it happens next time let him know before I pay. I suggest you have someone from corporate go to this location and have a serious training program with the whole staff. The place was disgusting dirty tables sitting for long periods of time. I understand being understaffed but they weren't busy.

I was recently in the Countryside FL location - Clearwater, FL
This had to be the filthiest restaurant I've ever been in, the white tile floors are black with grime - I couldn't even guess the last time they were washed. Tables had food on the floor after the tops were cleaned (multiple - not just one or two.) The roof obviously needs to be replaced there are stains on almost every ceiling tile. The bathroom smelled so bad, not bodily odors just a sour dirty smell.

I am going to contact the board of health...this place is that bad.

I visited the steak and shake at tiedeman road in Brooklyn Ohio - presented my coupon that is valid thru 12-31-2018 - and was told corporate printed those in error. I was so taken aback and speechless- did not want to cause a disturbance because there were families dining- but that is the most inconsiderate un-customer service like thing I have ever experienced.
I just could not believe it. If this is true or not - I anxiously await your response
Thank you

Me and my family went into the Cookevillle, Tennessee Steak 'n Shake on November 10, 2018 we were waited for an seated and we ordered our drinks and placed our order. The waitress came to us and said they were short staff and she was sorry its taking so long to get our food and offered us a cookie. We waited another 20 minutes and the waitress came back and and we ask how much longer before we get our food and she said about 10 minutes we waited another 20 minutes and the waitress came back back and said they were working on our order. After getting our food some of it was barely warm and some of the order was wrong. We wasn't going to complain about it because it took us over an hour and a half to get our food. We were very displeased with the Cookeville Steak 'n Shake. If we were told at the door it was going to be an hour wait we would have left and stopped somewhere else to eat.

Restaurant was filthy. Food was cold, and I'm pretty sure my coleslaw was spoiled (but I couldn't tell because my server never brought me silverware). My server was absent most of the time, and another server was so rude people were walking out of the restaurant! Terrible experience all the way around! I would suggest firing everyone, cleaning the place from top to bottom, and then maybe try again! The only positive note was the manager seemed friendly... As she was playing around with the cook, and didn't seem to care about anything else going on!

We drove thru your Colorado Springs store last week and we could not believe how filthy the kitchen was looking thru the drive thru window. As you can see by the attached photo, there was food and trash all over the floor. I curious if it would have even passed a health inspection at that time. We certainly lost out appetite. I've read several horrible reviews about this location so I'm assuming that you are not too interested in complaints you've seen and received, but I thought I'd give it another try. Gross... clean up your kitchen!

Bought 2 taco salads at Indian Lakes in Hendersonville, Tn, were served in plastic bowl, wilted lettuce, hardly any meat, no taco chips at all, and drowned in a white dressing, no salsa, no one would know it was a taco salad by looking at it. Very much disappointed as we frequent this establishment often for other items. Purchased on Nov. 9, 2018. Would appreciate a refund, this was a carry out order so was unable to return it.

Last night, my family of 3 including myself attended steak & shake located at 5020 Overton Ridge Blvd, Fort Worth, TX 76132. After using the restroom we stood at the sign that clearly read " please wait here to be seated ". Then the waitress yells across the room from a back table in the restroom asking whether or not we wanted to dine in or order " to go". The first time she yelled I didn't hear what she was asking so I asked if she could repeat it. So my spouse heard her & said that we would like to dine in. The waitress had an attitude & gave us a table at the disability area to be spiteful. Then we placed our order for drinks whereas I ordered a root beer float. She brought me back a glass of water instead. I decided that I wasn't going to continue to be disrespected by a teenager who has a childish attitude. So we left & will never return.

Came into Steak n Shake on 11/6/18 9:00pm no one wanted to wait on my husband & I, when they finally did she didn't write down the order, she just left our table & came back with our drinks. When she brought our food she just brought the steak burgers no fries or coleslaw or cookie that came with the meal. she said did you order that? I intentionally pointed to the meal on the menu and repeated it. when she brought the fries they were cold, then she brought the coleslaw, every time she brought the food she slammed the plates down. when I asked about the cookies she said we don't have any. she never came back to our table to see how we were doing or how the food was, never gave us our bill. Meanwhile, all the other employees we laughing & dancing & singing in the kitchen, Two working waitresses were sitting at the other end of the building on their phones. When we went to pay for our bill - had to wait 9 minutes for a waitress to stop talking to the cooks to ring us up. I asked if there was a manager I could speak with & she replied no he just left. I asked for our receipt it got jammed up in the printer I asked for another & she said she didn't know how to reprint it. All I can see on receipt is Steak n Shake No:15. The address to this Steak n Shake is : 3229 N. University St. Peoria, Illinois 61604. My husband & I will NEVER go to this or ANY other of your restaurants. And I will tell everyone about my horrible experience!

Any other morning My husband and I go thru the drive thru window as I'm taking him to work. Every time I always order large coffee with lite ice. This morning was the first time I had problems. The girl working the window refused to put lite ice in the coffee for me. She did give me a cup of ice. I have a disorder where I shake, so opening the cup of hot coffee to put my cream in resulted in me burning myself. Every other restaurant in the area puts the ice in my coffee. I told the girl, next time I will go to McDonalds. She replied have fun with that. This is twice I've got an attitude from this store this month. First time was with another lady. She said she wasn't able to serve breakfast until 6:30am. When asked why? She got an attitude n said "if u must know, my cook got sick and left". My husband and I like your food. We always get the same thing for breakfast. Royalburger number 26 breakfast meal. I didn't order anything at that time, and today was the first morning we had been back. We always come thru just a little after 6am, because my husband has to be on the job site at 6:50am. I do hope if I return to Steak n Shake and ask for coffee n lite ice. It wont be a problem. Thank u.
Robin Merriman

I went to the steak n shake on Illinois rd in fort wayne tonight. We were Sat down we sat there for 20 minutes without being greeted by anyone. So we decided to go up to the counter and order food to go. Both managers were at the registers with horrible attitudes. The man I'm assuming the General manager took our order and we sat in the chairs at the counter. Then a lady came and told them that her family (with kids) had sat there for a half hour without being greeted. The male manager just stared at her didn't apologize and she huffed and walked out. Then he proceded to say oh well and told the female manager what the lady said as she said ya well who cares. We sat at the counter watching the cooks touch their faces and one even dig in her ear with gloves on and proceed to cook... The hostess then asked everyone where our food was because we sat at the counter for another 25 minutes finally they figured it out that our food was done and had been sitting in the back by the drive thru. We recieved melted milkshakes and cold food. Very unsatisfed. Not looking for anything because we will not be returning but I just want you to know how this establishment is being ran.