Steak 'n Shake
Reviews and Complaints

My major complaint is with your app. As a rewards member, I used the app every time I dined at Steak and Shake. It was convenient, worked very well and earned me points towards free meals which I loved. However, since the app was updated it is completely worthless. It always fails to load on my Samsung phone. Always! All I ever see is a blank screen. I'm so mad about this I haven't gone back to any of your restaurants since and won't until you remedy this problem. Too bad too as I do enjoy your food, but I feel you are cheating me out of my rewards since I can't use the app. No rewards, no business from me.

My mother and I went through the drive thru and ordered 3 burgers, 1 order if chicken strips, and 4 fries. Our total came out to be around $18. Finally we got our order after waiting around 10 minuets with only 2 cars in front of us. We checked our bags while driving off and noticed there was only 2 burgers and 4 fries. We parked and went inside to tell them and to get the rest of our order. As soon as we got in and told the lady we are missing some of our food, she immediately started yelling at us and saying if we don't have a receipt she can't help us. All we had was the tag on our bag with our order. We were not given a receipt at all. After I told her we paid $18. That's means we ordered 4 meal if they are each $4. She stormed off and came back with a different bag. She ripped the one from my hands and gave me the other one and said "I am so sorry.it was the wrong one" we checked that bag and it was still wrong. After that, she took each of the bags and dumbed them out and went through it all to get all the right things and put them in 1 bag. We got to the car and I checked it again before leaving, just to make sure again, and I ate a fry. That one was cold and hard. But I didn't bother. I live maybe 5 miles away, so my food would NOT have been cold yet. But ALL of my fries were cold and tasted old. Needless to say all of the burgers were destroyed and all over the place. There is another steak and shake in my home town and I will Probs just go there from now on. I am not impressed, actually I am very disappointed and will never go to that location again. The food was terrible. And the services was way worse. I've never been somewhere that was so disrespectful to me.

My family went through the drive thru approximately 830pm . We had over a 15 min wait with children in the car all while waiting we observed the employee's laughing throwing things on there phones and when we finally received our food in was completely unacceptable fries upside down spilt hamburgers not edible all while employees having total disregard for there customers. I'mm hoping you will correct your evening shift issue as paying customers should not have to tolerate this from your food chain. This was on Nov 30 2019 zanesville ohio locations

My daughter comes home on the South Shore occasionally and we usually get something to eat before heading home. We have stopped at this Steak 'n Shake a few times and the service has been awful every single time. The food is fine except for the grilled cheese, it always has a enough butter on it that you can literally squeeze it out like a sponge. We keep hoping it will get better. Every time the wait staff has been an issue. They don't seem to care whether they wait on you or not. I realize waiting tables is a tiring job and that they are not well paid and depend on tips to make money. But it is difficult to want to leave a tip if they don't put forth any effort. Our last visit was 11/27/19, our server was Daniell P according to our receipt. The server/hostess this day was wonderful. She seated us and checked on us each time she passed our table even though she was not our server, I wish I had paid attention to her name. Our server eventually came to get our drink order. Was another 5-10 before they arrived, we had ordered two pepsi's and one diet. She plopped them down in front of us and replied, " I think this one is the diet, I may have mixed them up" and left without taking our order. Another 5-10 minutes she returned to take our order and proceeded to tell us that she was not "with it" today and was really tired. Ya, we all get tired but if you're in a service industry job, you do your best to not let your customers know that or at present it an apologetic manner. She never smiled or really mad eye contact...just acted like she would rather we weren't there. She did take our orders. When our order arrived, one item was missing, which she didn't catch before we said anything. She said it would be right out...another 10 minutes before it did arrive. She checked on us once in a kind of "fly by". I usually tip at least 20% but just couldn't justify that. As I looked around the almost empty restaurant at 12:30 p.m., I noticed all the wait staff had about the same level of enthusiasm...none...except for the server/hostess we first met. She was moving around taking care of seating people, waiting on her tables, checking on everyone else's, being cashier...no one else was even trying to look efficient or give a care. Our order number was: 708144. We have tried this location several times hoping it would get better because we like your food, but the service at this location is horrible except for the server that I don't know her name. I doubt that we will be back any time soon. I don't usually complain about places but it won't improve if no one speaks up. Thank you, Carolyn Lantz

Placed order for drinks and when brought to table, she said she thought there was a small hole in glass but she would check back with us. Glass was chipped on the bottom and continued to leak. When we could finally get her attention she replaced it, without the lemon in the drink we asked for. We went ahead and ordered our food and sat and waited for a while and they were not even real busy. When the server brought the food to our table we were missing 2 orders of fries and one of the fries that was brought to the table was missing the cheese sauce for them. The one single stakburger that we did get was not right because it was ordered with everything and was served plain. Even after all of this we decided to order child size shakes for the 6 and 2 year old that was with us. We ordered them without whip cream but please put the cherry on top. They were brought back to us with whip cream and no cherry. The older lady that waited on us has been at this establishment for a while and we have had several instances lately that she has messed our orders up. When we got to the register tonight, we even had 2 tickets that the amounts did not even match. The gentleman at the register had to go see what she had done to fix the amount of the order before we could pay. Food tasted good and everything was eaten but the customer service really lacked. I myself have worked in food service and there is no way that I have ever messed up this much. I will say that if her memory is fading, maybe she should write the orders down.

Family ordered through drive through and the wait was a little long. But when we arrived home to enjoy our dinner it was not up to expectations. The fries seemed half old and half fresh mixed together. The burgers were just thrown together and we're not that hot or fresh. I really enjoy your restaurants so maybe this is a bad day. I'm not for sure but I'm kinda disappointed about the situation