Steak 'n Shake
Reviews and Complaints

I went to the Mount Sterling, Kentucky Steak n' Shake at around 9:30 last night. Normally I quite enjoy your etiquette, honesty, and integrity at such locations and have been a regular customer since the business opened here. I came in early on opening day just to ensure I would have a place in the line. I have recommended the restaurant to dozens of friends in the area, and countless co-workers. Earlier today I saw an advertisement on a local television station telling me about the new Buffalo Ranch Steakburger, and its place on the 2 for $3 menu. At around 9:30 I went to the premises and was greeted by a woman on the drive-thru microphone. She asked to take my order, and when I requested the 2 for $3 Buffalo Ranch Steakburger she informed me that they did not offer that at this particular location despite being advertised on a local TV channel. I politely said "Thank you for your time. Good bye." I would not be writing this complaint if it were not for what happened next. A male came on the speaker, and said with an exaggerated tone "Byyyyeeee." I feel that this is blatant disrespect for the customer, and the actions of this particular individual do wrong by your motto of "In Sight It Must Be Right" for something is very wrong at this restaurant to treat their loyal customers with such blatant disrespect. That alongside the false hope your commercial gave me are two of the many reasons why I must apologize to my colleagues for recommending what I wrongly thought was one of the best restaurants in town.

My family and I went to the location in Joliet, Illinois. Our waiter Angel was terrible. Our milkshakes sat up on the counter for more than 10 minutes and our food came before them. I asked for onion and pickle after I got my burger and he checked out customers at the register before giving me the condiments. The ladies weren't even sitting at a table for him to wait on.Our food was very cold so we mentioned it to the manager and he gave us $10 off a $40 bill. The manager did not address the waiter as he did not do we. We will not be dining at Steak and Shake anymore.

We frequently visit the Covington, La. location and this location is going down hill fast. The air conditioning system leaks onto the floor and water is left puddling which is a hazard. The tables are dirty as the staff do not move ketchup holder when wiping down tables. If you go to this location do not use restrooms, they are disgusting. This location was at one time clean and a place I did not mind visiting but recently is has gone way down.

This is the worst steak and shake ever! I normally go to Steak and shake late at night because I work late hours and you are open 24hr. I've ask for receipts Over three times and I was told it would be put in the bag. Never happen. I wait for at least a hour for them never to get my order correct the first time I actually went back into the restaurant it took 45 mins for them to give me my money back because no one had the receipt that I asked for! Second time I ordered a double steak burger a large fry and a coke. It's what I normally get. Waited for about a hour and ten minutes for them to ask me three times when I get to the window what did I order? Meanwhile it looked very unorganized everyone's running around one boy had a black and mild in his ear! Everyone was touching the phones and then the good without gloves. The cooks had gloves just the drive thru employees didn't. Finally got my food. I can say I should have checked it but I was just ready to get home. When I began to eat my food I had a regular fry that lacked fries. The bread on my burger was stale and I ended up throwing it away. It makes no sense for the service and food to suck. Wasted my money too many times for me to not tell someone on how awful this location is. 2736 Cobb parkway SE, smyrna, ga 30080

I was at Steak ‘n Shake, in montrose, Ohio, and it was about 1:15 am when I pulled up to the building. I had a 20 dollar bill then I live fly handed to the cashier after ordering royal with no lettuce tomato or mayo and fries. I received a total of $4.40 back from the cashier. The bill was $5.78 cents . So to begin, she gave me the wrong change from the bill which would have been $4.22. I asked to get my money back and they counted the drawer 2 times supposedly. The manager said the drawer was short $13, which has nothing to do with me. That is a mistake on the workers part and I was not compensated my money. I lost $10 getting food from your store with no one to back me to get my money back. The manager said she would have returned it, if the drawer wasn't short already. Well someone on the inside is pocketing money or something bc that is not how it goes and I had to wait an hour just to be told that I was not getting my money back. I know who the manager is and the lady who was working the register. I will not roll over to the ignorance of a late night drive through worker who tell me I have her $10 when I I'm fact gave her the only money I had on me which was $20. It give your store a bad reputation and until I get back what you they took from me, I don't see any reason to ever come back to your franchise again. It's unprofessional and unethical and those people work for you.

On 7-23-18 at approximately 0200 my friend and I went to the steak and shake in Oakwood Ga. unfortunately at this point I didn't realize this was a mistake.

It took 7 min to be seated. And an additional 8 min to to give our drink order. An additional 11 min to put in our food order ( at this point we had not received our drinks) after our food order was put in It took an 22 min to receive the food. In this time frame the wait staff was all in the back of the store socializing.

While sitting in the restaurant we witness 2 couples enter and wait at the podium for 3-5 min. Then leave. One couple did come in and was seated then left because of not being waited on.

The wait staff was rude and in approachable. The server never introduce her self and it was very apparent that we were an inconvieniance to her.

The food that was brought out to us was made incorrectly and not once was it offered to be corrected or replace. The server stated "oh sorry" and walked off.

I have been coming here since the opening of the store and have never left with such a distaste as I am this evening. The manor in which we were treated and served was in professional and unsettling.

I've already written a Google review (that I'll include below) about the Weaverville, NC location. However, I want to write a complaint based on the fact that the supposed owner of Steak N Shake for this location just called to tell me that my spouse was barred from this location because a "false complaint." The complaint wasn't false. Avoid this Steak N Shake location!

After spending a long afternoon in Asheville, I thought we'd stop on the road for food. We saw Steak ‘n Shake and thought, "That'd be good!" This turned into probably one of the worst customer service experiences in my life. We went through the drive thru, and ordered close to $50 in food. We pulled into the adjacent parking lot to feed the family. One of our items was missing, so we pulled back into an empty drive thru. At first, the original cashier tried to tell us that she was "Certain they said they had put everything in the bag." We showed her the oil coated receipt and insisted that it had not been placed in. Next, this cashier asked us for the bag because "It might be at the bottom." At this point, I had given each member of my family members their food except for myself and my spouse so there was hardly anything left in the bag to be concealing another food item. She takes the bag, and proceeds to take another five minutes of which we can see other staff members looking into our van at our children. Then a completely new lady comes out and says "We put another hot dog in there for you." The missing item wasn't a hot dog. We tell this new lady this, and she points at our son and says, "I can see him eating one." Okay, we had ordered two hot dogs and a corn dog. They left out the corn dog and we explained as such. At this point, we were tired and hungry, and just wanted to leave as this had now taken 30 minutes just for "fast food." My spouse reaches to take the bag from the lady doing the talking. The lady won't let it go, and says we need to look at the bag again. My spouse assures the lady that, at this point, it's fine and we just want to go home. The lady STILL doesn't let go of the bag. My spouse looks at her and asks "Are you serious?" It literally takes me looking over from the passenger seat and saying, "Ma'am it's not a big deal. We want to go now" for us to make her let the bag go. This was ridiculously unprofessional and stressful. First, you messed up the order. Then you messed up your customer service experience. I've refunded $35 fees faster and with less difficulty for the customer. As a fellow customer service provider, you all really need to get you act together. I would try to contact your corporate office but from other reviews it seems like this would be pointless. I have eaten Steak ‘n Shake one time prior to this experience and the food and service was decent. You all have single handedly ruined the reputation of your business. If you look on Trip Advisor, FaceBook, and Google for reviews of this location you will get numerous complaints. I will be doing everything I can by word of mouth to tell others of my experience as a warning of your company. Here's hoping corporate does something about this location, as it needs a serious audit of customer service practices.

I just went to the Steak ‘n Shake on Emerson in beech grove, waited literally 30 min behind a car, then when I pull up to the drive thru order, they tell me it will be 5-10 min before they can even take my order, second time in a row this has happened, on top of that the staff was extremely rude and encouraging you to leave...never going back to this Steak ‘n Shake ever again

I went to the Steak and Shake with my family on Friday night approximately at 9:45 and we sat down to the table and ordered our food and the lady said I'll be right back with your drinks 15-20 minutes goes by we still haven't got any drinks not to mention one of the gentleman that works at the restaurant is up there groping his girlfriend and flirting with her at the counter now we got up and we walked out we were so disgusted

One car ahead of me in drive through and have been sitting in line for 15+ minutes. Was waiting for someone to take my drive through order for 10 minutes. Was told when I pulled up that she would be right with me. Sat there waiting for a solid 8 minutes before asking if someone was going to take my order. Apparently that pissed off the Steak ‘n Shake employee because she was extremely rude and condescending while taking my order and raised her voice to talk over me. Drive through taking 20+ minutes is ridiculous to me & having to deal with a [censored]y employee is just an added level of frustration

I went to the Steak and Shake location located on Washington St. in Indianapolis IN on the East Side around 3:30-3:45 a.m. and when I got to the window I attempted to ask the cashier a question and he yelled at me and was rude. To top it off when I got home my food was wrong there was onions on my burger and I did not ask for them. I frequent this establishment frequently and was very disappointed with the service.

The rome Hilliard and feder rd steak in shake has horrible service time for their drive through and everytime I go there I have to go back inside to get the rest of my order that they charged me for and never put in the bag. And everytime I go in and say I'm missing this from my order they give me a snotty [censored] aditude and I'm like [censored] it aint my fault U didnt put the ahit in the bag like ur suppose to when there is 5 cars in the drive threw anx only 3 tables inaide there should not be mistakes like that. Thata alow as [censored] I couls cook that [censored] my damn self and they got about 10 people working there you really need to do work on your hillard Rome steak n shake they are only ones around my area and everyone says they are [censored] for service so maybe might wanna go through t h at rssteraunt n gut the [censored] employeyes and get better one and they didn't even cut my friscomelt in half like they re supposed to

I will be calling the Health Dept as well, but you should just close the doors at your North College and Liberty Road stores in Bloomington, IN. Today I entered the store on North College and when seated at the table, they put a placemat down along with the menu and I looked at the table with pink/red pop rings and what appeared to be red smudges on the table and I said ma'am this table is still dirty. She rubbed one of the smudges and said no it isn't, we only bleach once a month and it isn't time to do it yet. I should have walked out then, but I stayed... then I started looking at the floors, they are filthy. I thought restaurants cleaned everyday! I do not think these floors have been cleaned in 6 months! The entrance floors are filthy as well. I will no longer eat at steak N Shake restaurants.

I went in for an interview on friday . I was told i would be called sometime this week . I havent receieved any calls back and on friday i was told about my uniform and if i was to buy it that would money im wasting even thou they hadnt hired me yet well today wensday i spoke to a "Manager" who was completely rude to me over the phone . And is suppose to talk to me with kindness . And she decided right then and there that i wouldnt get hired because i kept calling to ask about my interview .

I went to the Steak and Shake in Liberty Missouri around 11:40 to 11:45 p.m. I drove up to the drive-thru order area. I heard a muffled voice when I asked what it said I did not get a response I waited there for probably 5 minutes constantly asking if I could order and asking if anybody was there and there was no answer. after waiting there for a long time i pulled forward. there was a car at the window being served and then as soon as the car was done I pulled up to the window. An older gentleman came out and asked me what did I have. I said I did not have a order but I waited outside waited to place my order for 5 minutes and nobody answered me or talk to me. he very rudely told me that his headset was broken and he just now got it to work. I said okay can I place my order at the window he said no. I explaind that since there was now a line that wasn't there before and it would be unfair for me to drive all the way around and be stuck at the end of the line and he said no very rudely he said that it's going to be too much work for him to go back and forth on his computer and punch the order in at the window. I said all I wanted was a number 20 and it would be unfair for me to have to wait any longer than I already had, he then slammed the window and turned his back to me. I stayed calm and polite during our interaction never raised my voice once yet he had things flying out of his mouth as he was talking to me in a very aggressive rude manner as if I was in the wrong for having waited 5 minutes with no response and pulled forward to talk to somebody. I have not been disrespected like that before by an establishment it was very uncalled for!

Last night my husband and I stopped at: 5118 Hixson Pike, Hixson TN 37343.
What I noticed first the floor tile was very dirty and sticky where ever I walked.

The vents in the ceiling and ceiling tiles around the air vents were very dirty.
I was afraid the dust would fall down on my food while I was eating.

On a positive note all the workers were pleasant and easy to talk to.

Lily Mitchell
4547 Crestview Dr
PO BOX 15632
Chattanooga, TN 37415
[protected]

Horrible service we we're seated and left for a good 15 minutes then she takes our order for drinks and food we sit waiting a good 20 minutes before manager brings us menu we informed her our order was taken but no drinks ever came out 45 minutes later we finally get our food hamburgers had no toppings she said oh let me go get some then i tell her there's no ketchup or mustard or mayo on the burgers her answer to that was oh I tell the cooks not to put in on there because they put to much wow really thanks for ordering my burger for me, tables also smell and are only cleaned with a wet paper towel I watched her go from table to table with the same nasty paper towel, salt and pepper, ketchup and mustard containers all gross and disgustingly dirty and sticky yuck I felt nasty leaving your restaurant

About a week ago my huband was at work. ( he is an EMT) he went into your ashland kentucky location for a milk shake on his lunch. His partner ordered a meal and a milk shake. His partner got his food and shake before my husband got his milk shake. My husband informed the woman at the register that he still had not recieved his milkshake and the man that was in the back making the milkshakes came up front and was raising his voice at my husband and the woman working in the front because he didn't want to make another milkshake ( they had accidentally gave my husband milkshake to another customer). At this point i was a little leary about eating at your business because of how my husband was treated but we ended up going there for dinner last night with our 3 children. We were seated then we sat there for 20 minutes before they even took our drink order. Once they finally took the drink order it took them abother 20 minutes just to bring our drinks to is and that was after we reminded our waiter that we were still waiting on them . I was very very dissapointed with the service we recieved. Noone shouod ever have to wait 20 mins just for a drink.

I left Meijer's grocery at 10:37 drove straight to steak and shake from which takes less than 2 minutes. I sat in the drive through until 11:14. I watched 25 cars drive off because they were not taking the orders at the window. I called the manager and asked her why is took nearly 45 minutes in the drive through to get my food. She tried telling me she had two people working the window which is a straight out lie. Then refused to give me her name because I told her I was calling the corporate office and wanted the district manager call me. I have never in my life sat in a drive through for near 45 minutes. Why I stay in line? because I counted how many drive-offs they had and wanted to see just how long they were actually gonna make me wait. You do the Math. 41 minutes?

The restaurant was very unorganized. The cook agnolished my family and got the host to sit us. When we where finally seat it took like 7 min for the waiter to greet himself. Our food took about another 35 minutes and during the time of waiting was never asked if we need refills or anything. When we finally got our food it was cold he must have forgotten about us cause it wasn't even warm. During the whole time of observing you see the manager in a blue shirt standing behind the register, you would think he would help his servers bust there tables since there are only 3 but no he just stood there and watched. This place really needs some help. And please don't get me wrong the waiter was supper friend and you can tell was new at the job.
Thanks

Maria Cerda
Cerda.[protected]@gmail.com