Steak 'n Shake
Reviews and Complaints

I had a coupon when the lady took my order, well when I got my ticket it was the amount it should be with the coupon so I didn't worry. When I paid I ran my card then the price popped up being 2 times to much. The manager said the card already went through so she can't fix it. My number is [protected]. She was rude and over charged me. They should learn how to treat their customers

We went to eat there after church on oct 1 2017 at 12:30. First off we had to wait 10 minutes to be seated while servers just walked by like we weren't even standing there. Then once seated another 10 before anyone came to the table to take our order. Never got our drinks until the food arrived then took 10 more minutes to get straws. Appetizer was brought before anything then the empty plate sat on the table while the waitress walked up at least 4 times. After waiting an hour our food arrive (we have 3 kids hungry and waiting) the food was cold and burned! We order two milkshakes they arrive completely melted. 6 parties walk up to be seated wait 20 mins then a waitress walks over and turned them all away saying they should go somewhere else. Finally we go to pay the waitress told us our kids meals would be free. We go to pay nope not free and they can't split the check. Fed up I called the manager over and he fixed the free meals but didnt apply our milkshake coupons. I paid $15 for a hamburger and shake when meals are under $5. Only thing the manager said was sorry we had a lot of people call out. We leave the restaurant at 3:00. The restaurant is filthy and Service is horrible. They all need training in customer service. Very very disappointed. Won't be going back anytime soon.

My husband & I stopped for lunch while traveling at 12:30 p.m. today, Oct. 1, 2017 in Southaaven, MS. It took about 10 minutes to get seated & have our order taken. After our order was taken, we waited about 40 minutes for our food, although during this time our server stopped by at least 3 times & said "Your food will be right out." Finally I noticed people that arrived after us getting their food & after getting our servers attention, asked her where our food was. She said she didn't know & had checked and our order was about middle ways down on the screen & she didn't know how much longer it would be. The restaurant wasn't even half full & I told her that was ridiculous & we were leaving. She turned and walked away. We left at 1:30 p.m. after being there 1 hour & never received out food. I have NEVER in all my life had such a terrible experience at this establishment & still never even received my food. We have a Steak n' Shake where we live in Poplar Bluff, MO and have always received fast & friendly service & they are always busy. I am very upset over this whole ordeal & will never stop at that restaurant again.

Grilled cheese was cold and the cheese wasn't melted at all. When I mentioned it to the waitress she said nothing and walked off. Also the store is filthy. Left my uneaten sandwich on the table. The service was terrible and the staff in the kitchen was loud and unprofessional. Managers and waitresses in this restaurant need more training on customer service.

Hello,
My husband I were just at one of your stores in Fort Wayne, IN on Coldwater road celebrating our birthdays. We arrived at 2am on Saturday (technically Sunday October 1st, 2017) and we stood by the door waiting to be seated for at least 15 minutes where we then were shown to our table. The store was full of customers and we only saw 2 servers. We waited at our table for another 20 minutes until a server came to our table to get us water. She seemed overwhelmed and apologized a few times. Other customers were getting inpatient around us. When we got our food and drinks my milkshake was warm and runny and the fries were burnt and old. Our server who was causcasin said she wasn't going to charge us because of the wait. She said there was only so much she could do by herself when the managers go out for a smoke break at the same time. We were in the restaurant over 40 minutes before we saw a manager come up front to help. During that time 4 different parties (at least 20-30 people) walked in to be seated and then turned around and left because no one helped them. My concern is what kind of management has 2 servers on a Saturday night and how this store was being run very poorly. The kitchen from what we saw was also very dirty and unclean as well. I myself work in the restaurant business so I understand the rushes and pressure. The woman who helped us deserves a raise or something. However based on this experience my husband and I and our families will not be returning to any of your Steak N Shake restaurants.

The steak and shake in silver springs Florida is the worst restaurant I have ever been to are wattress was rude and snobby it took 15 minutes for me and my wife and two kids to be seated. There were only two outher party's there and three watreses the waitresses were to bises playing on there phones to seat us. We ordered shakes but they were cleaning the equment and wold not have any ice cream for over an hour so we sead ok and ordered drinks they brought mine and my boys ares and forgot my wife's after I had to yell for a wateress we got it and ordered food and fries were old and the burgers looked like [censor] just a bed experience all together and it still costed $20 dollars every one that works there needs too be fired never going back to that one for food

we ordered 2 double cheeseburgers with fries. When they came out, the buns were smashed and shredded. The meat looked as if it was in pieces and all piled in the middle of the bun. One burger did not have cheese on it (see attached photo). We asked to speak to the manager, waited approx 5 minutes when the waitress (who was in training without a trainer present the entire time) came back to say that the manager was busy"loading ice cream" but she could get 2 new burgers. We did not want to wait for new ones, so she said she could comp them. When we asked about silverware, as we had none, we were told they were out. Throughout the meal, the manager never came to see us. We enjoy eating at steak and shake, but feel the service and quality at this restaurant has diminished significantly

I'm complaining about my order that I ordered the drive thru. Ordered 2 sandwiches patty melt and a Frisco melt. The sandwiches were very greasy, enough you had to soak The greasy with napkins before you could eat them. The patty melt did not have any onions like it suppose to have. And the Frisco melt didn't have any sauce. Would like my money back

I was excited when I transfer to Virginia and saw there was a Steak and Shake. I am a semi-regular customer at the Tulsa location. I waited 10 minutes to be seated when the place was roughly 50% full. I waited for 45 minutes and no one came to take my order. During that time 2 couples had got up and left because the service was so terrible. I left without even ordering. I am extremely disappointed with this locations service.

On September 14 2017, we arrived at the Steak and Shake location at 10131 Bloomingdale, Riverview Florida. The place appeared busier than usual for a Thursday but we didn't think too much of it. I just wanted to take my son to a place he always enjoyed as he had come up from the Keys to escape the dreaded IRMA.

Here is the story:
We arrived at 5:00 pm and waited about ten minutes for our waitress to take our order. When she came she seemed a little rushed to me but I really didn't give it much thought at the time. We asked for some water while waiting for the meal and that was brought to us by a young boy who was passing water around to other tables. That was only a five minute wait. 20 minutes had passed and finally someone came over with three of the four shakes that were ordered. No cherry on top, but we laughed. We told them we had ordered four so the fourth came, and it had a cherry. Another amusing laugh. Well unfortunately another 15-20 minutes passed and final two meals were brought to our table of four by yet another server. She was told that we didn't even order that meal but had ordered the steak and shake meal for all four of us. She look perplexed and asked what that actually was so we showed her a picture. Obviously she was new and maybe in training.

We were in the meantime observing a woman who was somewhat frantic but very composed who we later found out was the manager. She was running around trying to get everyone to do their job. She finally came over to us and said our order was lost and she had to take it over. Prior to that we noticed our original waitress leaving for the day. Either it was the end of her shift or she got fired. Who knows. So once again we ordered which surprised me because I was with two very impatient people but I said lets just enjoy our conversation and this should go fast now. The manager promised it would be out quickly. In the meantime, we observed continuous confusion with the staff and meals that the kitchen prepared were not being picked up very quickly. Along with that we observed a couple tables got up and left due to lack of respectable service.

So easily I can say it was another 20 minutes before getting our meals and one was missing a chili and they said the hamburgers were being dressed and would be out soon and they brought out little cups of cheese for our fries but it was cold and hard by the time the fries came with the meal. So when we saw the meals coming to our table we were hopeful and very hungry.

Well what an unbelievable moment that was...our hamburger was luke warm and not warm enough to melt the cheese. Fries were actually warm. We were so disappointed and as we took a couple bites of Our hamburger, my already stressed son got up from the table, approached the manager quietly and respectfully and said "we will eat most of this meal because we are now very very hungry but that we were not going to pay a dime for this fiasco. She didn't even hesitate and said that was fine. Needless to say we left very much dissatisfied. Also I will mention that people who did try to pay were waiting a long time as no one manned the register. I believe some left without paying.

It was horrible and we were talking to friends in Ohio today and couldn't believe the story they told us and they too left and went to another restaurant.

My question is: WHAT THE HELL IS HAPPENING TO THE REPUTATION OF THE STEAK AND SHAKE FRANCHISES? Hope I receive an answer.

Simcerely,

Arlene Mobley
410 Seneca Falls Drive
Apollo Beach. FL. 33572

After waiting in the drive thru for over 20 minutes before my order was even taken I was served RAW chicken which made me sick with food poisoning. I was seen by my primary Dr who sent me to the emergency room. I have pics of the food, as well as the food itself. Ive spoke with the assisstant manager and nothing was done so I hav contacted my attorney

I am very disappointed that you no longer serve cottage cheese & pineapple. I love the steak burgers, but the fries are horrible, so for years I have gotten cottage cheese instead. U should of changed your fries. Please bring it back. My husband will be disappointed if I no longer want to go to Steak 'n Shake. He loves the shakes. Thank you sincerely sherri Christophel [protected]@aol.com

I'm at Steak 'n Shake n Rockford il sitting here waiting to order food been 39 min as we speak 3 cars done pulled off and was kinda rude when I ask if they were going to take my order tonite and still haven't got my order this is crazy most nites it does take 20 min which is kinda crazy but this here needs to change or they need to find someone to do the job or want the job

I went through the drive-through. And The young lady who took my order was extremely rude and unfriendly with me through the speaker all the way to the window . And then after I received my food, when I got through the drive-through I decided to check my food . it was in very poor quality and seemed to be not fresh at all. I was very disappointed with the whole experience.

On September 26th at 9:30pm at the Steak n Shake located at 8800 Owenfield Dr, Powell, Ohio 34305 my girlfriend and I stopped by for a late night meal. When we walked into the restaurant there was a "please wait to be seated" sign so we waited. There was staff members behind the counter that could clearly see us. Regardless of this fact we waited for 5 minutes without acknowledgement. We then went and sat down in a booth assuming that maybe they were busy. After sitting for a further 5 minutes, another family walked in and was awknowleged and seated in a booth next to us. We thought maybe then a waitress would see us and apaologize but nothing. We stayed for another 3 minutes to still have no service. I am not expecting much and I do understand that top service won't be in later at night but considering only 3 other tables had customers the restaurant was far from full. Thank you for your time to read this.

I was in Casselberry Steak N Shake On Monday Sept. 25th, 2017 around 9:30pm ish. I told the employee who was on the milkshakes how I have mine different because of allergie issues. Not only this is the fourth time this has happen to me at the same location different times within months apart. So, again I told her exactly how to make it. And sure enough the shake base was in my Oreo shake. Not knowing it was. Iam allergic to the shake base. So had to take Two Benedryls right away. And another one after. Let it be unknown that a employee who works the drive thur at this restaurant location knew she was making the shake with base IN it. And She knew before I got highly allergic. To it. Because she was there when it happened. But didn't say anything to the employee that made it Monday Night about the shake base in my milkshake. Dummy me I drank most of it and thought it does taste different. Which thought maybe the Oreo were losing its flavor and I like thick shakes, not milky. So again that I went through the same issue on what I can't have in the milkshake, tend to be the allergic reaction again. I talked to a manager on duty and had an accident report filled out plus a witness that was there to let the employee know how to make my shake. Obiviously it wasn't done right. And again I got real sick. I still have my hives in my throat and itching and red spots on and off on my skin. I guess next time I do come to have a drink. I won't order any milkshakes. Seems no one listens to people that have dangerous Allergies.

We were given a gift card to steak n' shake. We still had $4.81 left on the gc. We went to the rockwall tx location last week, expecting to have $4.81 credit on the $7.68 total. We were told by lilyan h that the card decreases over time with lack of use. Never never were we told that since it was a gift. Neither does the gift card have this printed on the back of the card.
We will never darken the door of another steak n' shake. This is very poor customer service. At some point, we should have been advised of this restriction.
Please refund my bill for 9/20/2017. I would appreciate a response from you.
You may contact me at my email: [protected]@swbell.net. Should I not hear from you, I will contact the better business bureau with my complaint.
Thank you, nina cox

I have money on my Steak n Shake application. I decided to use it last Friday while on travel in Savannah/Pooler. I used the drive-thru. There was no notification that the scanner was down but there were signs everywhere on using the app. Once I got to the window to pay, I was told by the person at the window that it wasn't working and that it must have been struck by lightening. I then had to use my credit card. The saving grace was that my food was hot, fresh and delicious. The reality is that if I had known the scanner wasn't working, I would have chosen another restaurant as I didn't want to spend money out of my pocket when there was money on my card and I will get no credit for my visit towards rewards.

My dad and I ate at your Akron (Howe Ave) location last night. I had heard about your new Prime burger and was really looking forward to trying it. We ordered and waited a very long time for our food. I ordered my Prime plain and my dad showed our server, Connie a coupon and said that was what he wanted. When the food came I could see a tomato underneath my burger. That is ok to pick off, except I could see condiments there too. I asked our server for a new bottom bun so as to save time versus getting a new burger. She promptly brought that out and apologized. After she left and I started eating I realized there were more condiments on top of the burger too. I waited about 5 minutes hoping she would be back and finally ran after her when she was at a nearby table. I told her if it was going to take as long as it did the first time to get a replacement to forget it. She said it wouldn't. It didn't take too long. The burger certainly wasn't anything special, but I ate it. At the register when we were paying (Connie was ringing up my dad) his coupon wouldn't take. With some help from the manager it was determined that we couldn't use the coupon because it wasn't the same as what my dad ordered. As I said, my dad showed Connie the coupon to show what he wanted to order. She wrote it down wrong evidently. The did finally give us the coupon after she started getting smart with us. I just wanted to let you know why we won't be returning.

9/24- Steak n shake in arlington, tx
waited 30 mins the waitress never acknoledge or came to take our order. A family before us was waiting too and left. After waiting with twin toddlers being inpatient we asked for manager and lady just said they were short staffed. The waitress was just occupied with another table who was a big party. Very bad service and unprofessional. The manager never came out.
We left very disappointed. waisted 30 mins for nothing!