Steak 'n Shake
Reviews and Complaints

I moved down south last year and love your restaurant. I frequent the one by my house on a weekly basis. Unfortunately, my last visit was horrible. I got into the drive thru line at 11:05 PM on 9/22/2017 and I didn't get my food until 11:48 PM. My pregnant wife was hungry and all we wanted was two plain cheeseburgers, but we were appalled that it took 43 minutes to get our food!

Even worse, when we finally made it to the window, the employee was very rude. I simply wanted to know what had taken so long and she gave me a dirty look and said she didn't know because she just worked at the drive thru window. Also the mananger happened to be changing the cash register right after I paid, and as a result, I saw my food sitting there for e FDA five minutes before anyone got it to me.

This was by far the worst experience I have ever had at ANY fast food location in my entire life. If something isn't done, I will never go to another Steak N' Shake again!

Adam McGill
1716 Terrell Mill Rd. SE Apartment L1
Marietta, GA 30067

When we arrived it wasn't the busiest time of the day, even though it was a Sunday. The "please wait to be seated sign was showing". We waited. The waitress walked past us on her way to take care of someone else. She looked at us and she never acknowledged us are even smiled. We finally has to seat ourselves We sat at a table that needed to be cleaned. We moved to a larger table that was cleaned. We waited over an hour to receive our food and had to even ask for a glass of water. Finally our food arrived. The fries were cold, the onion rings barely warm. However, my blt, and milkshake was cold and blt was very good. It took us nearly 2 1/2 hours to leave. Our tickets were incorrect. We spoke to a manager and she did discount our tickets. I tip very well, but no one got a tip this day. One waitress told us that she had gotten there an hour before work and there was no one there to help. I have worked in retail and I know and understand no help and slow service. It does happen but this was ridiculous! I have never eaten there and received such poor service as I did today. We were discussing whether we will ever go back. The answer would be no right now. However, we are not the type of people that get on Facebook and blast people out. We go straight to the source. I don't know what was happening today but it was pitiful.

When we entered we were sat at a dirty table with various left over food that was cleaned after we sat down. In addition several people sat before us were served. Throughout my visit a table covered end to end in the last patrons meal was let filthy and never cleaned. The food when it finally did arrive was good however the milkshakes we ordered one was partially melted and the glasses the shakes came in were dirty.

My family and I went to thur the drive thur and placed 3 order and I got a #4 double cheese with bacon seasoned cajun friends and a drink masty nasty nasty the fired were old and hard cold and u can tell they just throw season on them and let us go they weren't even warm.
We orded 2 kids meals for our twins and milk shakes our kids are 5 and they said mommy this is yucky can we have mc donald. It was a waste of time and money we had 2 buy us a whole nother meal. And this was not our first time at steak and shake we love the restaurant we live in henderson tx and we drove 45 mins to have dinner there but to come back home and have mc donalds.

Got it all at same time, so Burger, and fries was cold after eating salad and chili. Waited for drinks had to ask how much longer for food had, a hungry 2 yrs old. Waited 12 minutes for, a go box and shakes to go. Went to pay check, worker, was yanking receipt out my hand, I said before u take that I need three things. He got an attitude and chased our waitress down another 27 minutes to pay bill and get the, rest of our order . This is the 1st time in my life I did not leave a tip. And, IS my last trip there. Just terrible!

My family and I like to eat at steak n shake. My kids really like the food there. But the one nearest to us is always dirty all the time. The bath rooms are disgusting. Looks like it has not been properlu cleaned in months. The floor looks like they have not clean it, in days. The service really sucks here too. You always have to wait a long time for a waiter/waitress to greet you and take a drink order. We are concern with the look of the dining and bathrooms..what does the kitchen look like?!? Very disappointed!

We went to the steak n shake located at 8157 e 96th street at 12:30 a.m. and were treated very rudely by the female drive thru attendant. Not only did we wait about 15 minutes with one person ahead of us, who had only ordered milkshakes, but when we asked if she was ready she said no very flippantly. We told her we would take our business somewhere else and she plainly said "that's fine". We will never return there again. Thanks for your time.

The closet Steak N Shake to my house is at 4320 West Main
Belleville, IL 62226. The service at this location has gotten progressively worse over the last year. Its been so bad that I have not been going and after a few month decided to try one more time. My daughter and I stopped in around 6:00 PM on 9/22/2017 and was promptly seated. After about 5 minutes a waitress finally came and took our drink order. I ordered Dr Pepper and received Coke. She did catch her mistake and correct it. After she took our order we waited for over 30 minutes before I noticed my daughters salad up on the counter under the heat lamps. After another 10 minutes or so the waitress finally noticed the food and brought it to our table. She then disappeared for 20 minutes and by the time she came back out we where done eating. She asked if we where done, and I said "Yes". I assumed (wrong as it turns out) that she was going to get our check. She instead disappeared again for at least another 20 minutes.

When she finally came back out she was filling someone's drink order when I made eye contact with her. She asked if I needed something else and I said "Yes, my bill!" She apologized and said she would bring it right over. I guess "Right Over" means after another 10 minutes.

Now while I was sitting there waiting for everything I looked around and noticed ALL the other Waitresses just standing behind the counter checking phones and talking to each other. Turns out our waitress was the ONLY one actually working.

I also observed everyone that was trying to pay and leave stand at the counter for 10 to 15 minutes before someone would finally check them out.

After getting my bill I proceeded to stand at that counter for at least 10 minutes before the cook acknowledged me and asked if I was ready to pay. Now at this point it was all I could do not to say, No I kind of like just standing here watching so many people not do anything. But I didn't and kindly said Yes.

He then turns to 3 other women standing behind the counter and says can someone work the register. Ironically the one that made eye contact with me when I first stepped up to the register was the one that came to help me. She walks up and actually says " Are you ready to pay?"

In any other place I have EVER been in, when someone is standing at the register holding a bill and a $20 dollar bill. You can safely assume that they are done and would like to leave!

I said in a harsh tone "YES!" She then asked "How was everything?" I said "The food was good, the service sucks!" She responded with "Well we are working on that".

I looked around and there are NO comment cards anywhere in that place.

Now, I tell you this, because I do like eating at Steak N Shake. Nobody else including my wife likes Steak N Shake because of the service at that location. I see that the problem with that location is management. Personally I would clean house at that location and hire all new people. Keep the cook and the one working waitress, the others can all be replaced. None of them care about where they work, and they obviously avoid work as much as they can. I witnessed several example of them going out of their way to keep from having to do anything.

As for a resolution, please pay them a visit as a secret customer and witness that mess for yourself. They carry the Steak N Shake name but I know if Corporate Steak N Shake personnel would see what their name is on they would shut that place down on the spot. Its in serious need of new management and new personnel.

I don't need any free food as I will not be going back there EVER unless I hear that the service has improved. I would also recommend to anyone that talks about going to Steak N Shake, that they avoid that location at all costs.

Please fix that place, and I do love to eat there.

Ordered online at 2pm for pickup at 2:45pm. Got there at 2:55pm and was not helped. After a couple of minutes was asked if I needed anything and I said I was picking up an online order. Guy went back to the kitchen and never came back. Overheard the cook say he had to make an online order that was never made. Waited till 3:05 to finally get my order of two burgers and two fries. When I got that they forgot my shake. Finally got out of there at 3:10. Was late to my job that started at 3:30. Horrible service and the food was even worse. My burger was smashed by my fries and I ordered two Cajun fries and only got one with Cajun seasoning. Will never be going to steak and shake ever again.

I arrived to steak and shake and was informed it would be cash only. Upon ordering we were told their systems were down. We politely asked to have our food cooked and let us pay at the end, however we were then yelled at and asked to wait. We then waited about 15 mins before they took our order and we still paid at the end... we were baffled with the terrible service and expect to be refunded in some way

This is the second time I've been to the streetsboro ohio locaton and they've severely messed up my order. I had ordered a triple steak burger with no onions and extra cheese and they gave me extra onions and no cheese and looks like they just threw the burger on a plate with some fries. My girlfriends meal looked like it had Also been thrown together on a plate. What a waste of meals.

I sat in the drive through for 45 minutes! It was 7:00 pm. There were 7 cars in the regular parking lot and 8 cars in the drive through. There was no explanation given to me at the window. Staff was also rude and did not explain/ apologize for the wait. I then received only half of my food. Many cars left the line. This is unacceptable for a drive through.

At 7 34 pm on 9/21/17 I took my girlfriend on a date and at that time we completed our order at steak and shake in bristol TN at the piniccale mall. The drive through took into now at 7:54 for me to get through. That's a 20 minute wait for a drive through. I only ordered two meals amd two shakes. Nothing special. My total was 17.02 a number 9 and 12 with Cajun fries and 2 shakes. The shake was half i can take the lid off and put the straw inch into the cup before it even hits the whip cream... the fries they got wrong and fixed at the window... how? They have me half the amount and just put the seasoning on the top so they're half full. Too.. I'm so discouraged to even open my burger... I've been to sonic and other places... they always check on me and make sure everything well if I'm waiting... but instead the employees were walking around acting like children pretending to throw food at customers... and standing in the back with hands on their pockets. I wanted a refund... but waiting till morning shift. Because the whol time i was there the manager just have me an awful look and then left me ay the window AT THE WINDOW for 13 minutes.

I ordered 2 large fries with cheese. Also honey mustard... I also ordered a large Chocolate shake and a large chocolate fudge brown shake. Then I ordered a chicken tenders and a single steak burger. Out of that whole order I opened a bag containing a medium fry with no cheese or honey mustard. I got a single steak burger and no chicken tenders. Then I got a small chocolate shake. No chocolate fudge brownie shake... I don't understand how they messed up that bad and didn't give me what I asked for. I was charged for all of this and yet didn't get my full order.

Ordered two regular fries & they’re we’re filled less than halfway ! Also, my husband is deathly allergic to mayo, to the point that his throat will swell and I told them several times no mayo ... but his sandwich was still smothered in mayo.
Extremely disappointed in this lack of customer service — we have been long time customers, but never ever again !

Drive Thru order
9/20/17
6:16:12PM
receipt #591264
location, 1st Capital Drive, St Charles MO 63301
order item #1 from the Drive thru Order board, Total $6.31

I went through the drive-thru, ordered a #1 with Cheese.
got home and had a burger with Meat, Cheese, and bread ONLY. It was completely PLAIN. the photo on the board clearly displays a dble cheese burger with all of the condiments showing: Lettuce, tomato, pickle, onion, mustard, ketchup, mayo. I would have NO indication that I was going to get a plain burger. If I wanted a plain burger I would have asked for a Plain burger. When I contacted the store, I was told that there was a small note at the bottom of the 150+ item board in the drive thru that mentions that I was responsible for letting them know that I needed to tell them that I wanted the burger that was shown in the picture. Seriously---so I am supposed to tell you the exact #1 of the item that I want from your message board, but then also tell you that I want it to look exactly like the picture of it?! What a WASTE OF TIME! If there is a photo--it should come exactly like the photo, it should ONLY be expected to have a conversation about it IF you want it any different than what the photo suggests. Complete false advertisement!

I went to Steak 'n Shake for "Happy Hour" today. I got their after 2 pm, and it took them over 5 minutes to acknowledge i was standing there. It took the couple in front of me walking out for the cook to come out and seat me. I received my food quickly, after the server dropped it off along with a refill on my drink and the check I never was checked on again. I sat there for 15 minutes trying to flag the waitress down so i could order a shake and get a drink to go. After 15 minutes i finally got mad and got up to pay for my meal. I stood at the register for over 5 minutes to give them my money. The manager had to come from the drive thru because no one had a card to check out. I complained to the manager about not seeing the server since she dropped off my food and how i wanted a shake but now i didn't have time to wait for it because my hour long lunch break was over.

All i ordered was a shake, so first off the drive thru line was really long which isn’t bad at all i don’t mind waiting, but when the person in front of me gets their food for free i should too because i waited just as long. And then the dude forgot what shake i had, and had to remake it. I never waited 25 mins for a shake. He didn’t apologize or anything just shut the window and left. usually this steak ‘n shake offers great customer service.. must of changed employees.

never heard back from this complaint

09/12/2017
craig blythe
2599 n 725 e
darlington, in 47940

dear craig blythe

You contacted us regarding an experience related to Steak n Shake that did not live up to your expectations. Your feedback was appreciated as it helps us continue to improve. It has been directed to the appropriate members of our staff for consideration.

Thank you for taking the time to contact us. You are a valued customer and I hope you will continue to enjoy Steak n Shake.

Sincerely,

Customer Service Manager

Please do not attempt to reply to this email. This is an automated mailbox and your response will not be seen. Should you need to contact us further, please go to the Feedback section on www.steaknshake.com

After repeating my self three times in the drive thru window they was very rude to me and when I got to the window after sitting there for 5 minutes they said well we don't have any noodles told him that's fine I don't want anything and I left . Not a happy customer this was the one in Middletown Ohio around 11:30 pm @ night . Would like to be able to talk to someone about this and hopefully get it resolved . Thanks sorry I'm not the type to complain but I was really wanting Steak 'n Shake but poor service ruined it for me