Steak 'n Shake
Reviews and Complaints

My family and I went to Steak n Shake in Jackson Tn on August 25th 2017.
1st- When we walked in we waited about 10 mins before anybody seated us and it was the manager. One of the girls had this very pouty look on her face and would not acknowledge us. So the manager took our orders. Then as we sat there and our drinks was finally brought to us about 10 mins later we never got any more service after that. People came in and went and they got their orders but we never received ours. After almost an hour and a half we never got our food so we asked for the Check and told the young lady that we never got our food and was only paying for the drinks. She went looking for our receipt and never found it and did not charge us for drinks. We will NEVER return to your restaurants if this is how they are run. I've had our food to be late but NEVER ever have we ever not gotten our food at others places. If this is how you run all of your restaurants then I do not know how you stay in business. Most of the waiters and waitresses was not friendly and acted like they did not want to be there. We definitely be spreading the word to our family and friends about our experience and suggesting not to patronize your stores. Until things change. Thankfully Wendy's shared a parking lot with your parking lot. They gained our money and your restaurant did not. I'm not a suejng person but this could be worth a lawsuit.

2 girls working drive thru at Galesburg Illinois restaurant were laughing & obviously saying something about me as they kept glaring at me & laughing then looking back at me..My order was repeated twice & as I get home BOTH my orders are wrong..Store manager wasn't any better, as I called & he offered no compensation & was very Rude! HORRIBLE customer service! I frequent this, place quite often & to be treated rudely is unacceptable! I would like to hear back from corporate since I can't seem to get any help from local store manager

This is coming from a employee from the Steak 'n Shake franchise. I work at the Steak 'n Shake in schereville, Indiana. The manager Eric is racist and ignorant. Many of the workers are racist as well. Managers pick sections by their favorite coworkers. They don't pay us enough to treat us the way they do. Over night staff here is ridculous, they do whatever they want and no one cares.

I will never understand how companies condone highering people with such awful customer relation skills. No customer should ever be talked down to when trying to get their order fixed.

I went in to get 2 shakes and 2 orders of chicken strips to go. After waiting for and recieving and paying for my food I took it out to my car to take home.

When I picked up my shake I didn't think it felt all the way full but I figured it was just a little low. When I took a drink I realized HALF of the cup was whipped cream. How unskilled of a worker do you have to be to fill a milk shake up half way and say, "yea, that's good enough."

Luckily the other milkshake was full. However, when I tried my fries, they were cold, very cold. So I took everything back in and expressed the issues I was having with my order. The woman I talked to was very dismissive and visibly annoyed that I came to her trying to get what was supposed to be done correctly in the first place fixed.

After asking multiple times she finally agreed to redo the fries and chicken (which was also cold) but refused to fix the milkshake. She said its not all the way full because the cup was bigger than normal because they ran out of the usual cups. I go to steak and shake a lot, it was the same cup. Not to mention that but the other milk shake was full!

So by the time the new food was cooked, both milk shakes were melted. This was seriously awful service and it is pathetic that a company would allow such incompetence in their workforce. I shouldn't have to waste my money because of some one who is not even qualified to fill up a cup. Unbelievable.

My husband has only been working for the Steak n Shake on Scottsville rd in Bowling Green, Ky for two months. During these times management has been awful to my husband. He has worked more over time than any one of the workers that the Steak N Shake has. Every time that a different manager has asked him to stay over he has with no complaints, then another manager will come and complain about how he should not be working over time to another worker. I am very disappointed in how this is supposed to be a 'family restaurant' yet the management does not have a family environment with it's employees. This has been going on til this day. Today 8/24/2017 my husband was informed that if he did not 'step up his game' that he would be let go because they like his cousin more than him. His cousin leaves early, never does over time, when asked to stay over he complains and says no so they ask my husband, and he never works as hard as any of the other workers. I am truly upset with the company as a whole. The management is awful! Please do something about the Steak N Shake on Scottsville rd in Bowling Green, Ky. I am truly appalled.

I have always been a fan of Steak 'n Shake but never of the Leesburg Florida location. I work nearby and lunch options are somewhat limited. Every month or so I decide to give Steak 'n Shake another shot and it is disappointing/infuriating. The management must not care because the staff surely doesn't. My order today I ordered online, very easy. I requested a hotdog just ketchup with fries, unsweetened tea and a cookie dough milkshake. What I received was a dried out old hotdog with ketchup and mustard, cold French fries and a sweet tea. The store was out of cookie dough and I asked for caramel frappe instead. When I got back to work I realized the shake was caramel apple. I don't know how many more chances I am willing to give this store which is a shame because I've always been a Steak 'n Shake fan

On my last attempt to eat at the Franklin TN location I was never even seated. The restaurant was maybe 1/4 full. Cooks and wait staff standing around yet no one makes the slightest attempt to seat us. After nearly 15 minutes we leave. The time before (which had been months before) I was seated but it took forever. Food was fine. I go to pay and was forced to wait 10 minutes to pay. Again the restaurant was maybe half capacity. The people behind me waiting to pay were about to walk out when someone finally came to collect the money. And as before the cooks and wait staff apparently setting on there hands. Not only was it my last trip to the Franklin Tn restaurant but after reading the complaints about other locations it is obvious service of any kind is not high on Steak 'n Shake's list or you just don't read the complaints. I think I'll be choosing your competitors from now on.

Order # 575159 @ 10:49:40

08/23 I ordered Single with a garden salad blue cheese dressing and side of blue cheese dressing. I got back to my office and I had no salad dressing at all. How do you expect your customers to eat a salad when you don't even give them one container of dressing.

In addition, I have called them 5 times since I noticed the error and no one answers the phone.

Unacceptable customer service. I was a huge fan of this restaurant and am very disappointed and will not be dining in our picking up food from them again since they care so little about their customers.

We were barely greeted, seated and then nothing for 15 minutes. It was not terribly busy as the cooks were just standing on the back line waiting, one cook playing with his phone. The cooks saw us as we were close to the counter, other servers saw us and just looked at us. So we left, no one checked on us, nothing. We went to Waffle House- delicious.

Your location at 4511 S Laburnum Ave, Henrico, VA 23231 is the the absolute worst! I've been to so many different ones but this one will always be the worse location I've ever been too! The fact it's still in business is sad! The food is either too soogy with too much grease or missing something. Service is slow. Management is horrible. The place is dirty and completely unorganized!

At 10:30pm on August 21/2017 we ordered a #17 and #16 (order number 543393) at the champaign, Illinois location on Neil street and we didnt get correct and the attendant looked upset when we stated our meal wasn't correct. Even after 2 visits back to the window she refused to give our full order. She never gave the correct sauces and fry orders and even after opening the packages our shake wasn't cookie and cream flavored and my triple hamburger was incorrect according to the receipt.

In Indiana the two most widely used dressing for salads are French and Ranch. Why would you eliminate French dressing when it is one of the most widely used in Indiana? Unless you put French back on the menu I will not order another salad and if I am desiring a salad with my meal I will not be stopping at Steak N Shake. I had to fight this once before and it really is upsetting. I also like tossed salads not every item to be seperated out. If someone does not want something on their salad they can request it that way.

Hi, sitting in the Steak N Shake in Hermitage. Our food came out after a 30 minute wait. The seating is only about 30% capacity. My original came out at room temperature and my wife's chicken tenders were on slightly warmer. You guys need to be aware that most restaurants in the area on a Sunday are at overflowing capacity and you're at 30%. That would really concern me as a business owner and I would have to take a hard look at the professionalism of my staff. One and only 1 positive comment. Our waitress was very nice and very apologetic. She did take off the cost of the burger.

Went to the drive thru tonight, waited 40 minutes in a line of 3 cars!
Finally get to the window, paid for my food with my debit card. I had to ask for a receipt! Waited then another 10 minutes for my food. I keep thinking well at least the food will be fresh!
Not a chance! Got my food, all of my food was cold! Cold! I said you know I was very patient here waiting for my food, but I will not take cold food when it is supposed to be made to order fresh. I said feel it, its cold. He took an onion ring and squeezed it in his hand and said yup it's cold! Plus the buns were hard! So he says we can remake it. I thought, that will take another 40 minutes! So I asked to see the manager. She said what do you want me to do for you? I explained the problem, she replied sorry we only have 3 people cooking tonight. Ok... But if their cooking it as i'm waiting shouldn't it be hot? Yes. Then why wasn't it hot? I don't know.
Seriously if it's made fresh when you order, the food shouldn't be cold and the buns hard!
Got my card credited (I hope!) and left with no food!
Very very disappointed!

The Steak and shake is filled with spider webs. They're hanging from the lights and when they turn the air on all the spider webs fall of they on your table and also they fall on your food. There's a lot of dust on the walls. We had to put napkins on our drinks to make sure that the spider webs wouldn't fall off on our drinks. We were going to ask if we could move to another table but we noticed that the whole place was the same. We hope that you read this message and get back to the steak and shake we would hate for other people not to enjoy their food worrying about if the dirt or spider webs will fall on their food.

Hello my name is Al and I wanted to file a complaint regarding the girl who was working the drive thru window on 8/18/2017 at approximately 8:30pm at the Steak and Shake located on Colonial Blvd. and Ortiz Avenue in Fort Myers, Florida. I pulled up to the window and after sitting there for 30 to 45 seconds the girl came on and welcomed me and asked for my order and I told her to give me a minute as I looked at the menu. Yes I was on my cell phone but I was getting a food order for my girlfriend. Then after a minute or so the girl jumps on yelling at me cause she's busy and had 3 orders that she needed to take care of and she wasn't nice about it at all. Sorry but I yelled back to her stating I saying "Excuse me [censor] but I did ask for a minute !" and I wasn't nice either. Then another girl jumped on apologizing up and down to me saying how sorry she was for the other girl being so rude. At that point I wasn't about to place an order and I drove down the road to a DQ. Unfortunately I will no longer be doing any food orders at that Steak n Shake location.

The service was the worst I've ever had, we had to beg for drinks. There were only three tables. I used to get the jerk Burger but was informed that it was no longer part of the menu, please return it. I got my second favorite which is the spaghetti three-way, it was bad. Management acted as yes it did not matter, he simply said that the girl was and new and he was working with her. Then he said he apologized and said he had to get back to cooking the burgers.

Date of incident: 8/17/17

I ordered a Steak 'n Shake Meal online and inputted the coupon code "066" (coupon attached to this form).
The online site recognized the coupon as $5.99 and said it would be applied at checkout. After inputting my credit card information and checking out, the total amount came to the original $9.42 with no coupon being applied. I arrived at the location and showed my coupon saying it was not applied online. The manager said there was no way to adjust the amount since it was an online order. The folks at the Henrico, VA location were very polite. I am requesting reimbursement for what you see is fair since I was charged above the coupon amount. I am fine if the reimbursement comes in the form of credit to my credit card, or in the form of decent coupons from Steak 'n Shake that would provide a free meal. The coupon clearly says that cheese is included in the $5.99 price. I understand that I would still need to pay the tax above the $5.99. In my calculation, there is a disparity of $2.87: My charge of $9.42 minus the correct price with coupon of $6.55 ($5.99 + tax).

Please find below the details:

Online order information:
Your pick up date and time is 8/17/2017 6:35 PM.
Confirmation #: [protected]
Check #: 901929

Location:
Steak 'n Shake 5002
4511 S. Laburnum Avenue
Henrico, VA 23231 

Thank you.

[removed]

I am so disappointed that this flavor was discontinued! I was born in St. Louis MO and have loved Steak n Shake all my life. I cannot tell you how happy I was that you expanded to California and since your Riverside location is approx 20 miles from my home we went on an average of once a week until you stopped making cookie butter shakes! Six members of my family would order that flavor and I am certain that we are not the only 6 in the entire country that love that one. Please consider bringing Cookie Butter shakes back!

Today we stopped at the Steak"n Shake No 665 at 11:51 AM. Our waitress was Valerie L and she was probably somewhat new; however there were four other gals/guys standing in the back why this young lady was waiting on at least five tables. Our party of (5) two small children needed some special assistance in ordering. Ok the order was placed; I ordered coffee, nasty and was advised she would make some new. Our order 309892 was brought in three shifts. Our sandwiches came first! I asked about the sealed and some other young lady said they would be coming. Then I ordered chill with my plate and it was the last to come while our sandwiches were getting cold. I spoke with the manager and for some reason there must have been a shift change because the manager that was initially there was not very friendly and completed my order in time. Poorest service I've ever had at my favorite. Valerie never did bring me new coffee and the grumpy manager came with my coffee later. I was so upset that I did not even touch my salad. The chill with no crackers is nothing but a waste. Poorest management I've seen in quite a while and would encourage someone to look into this restaurant. To top it off one waitress bumped into another throwing three milkshakes all over the tables and floors next to our table. What a mess. Manager #2 who came in shortly after we had our meals; really turned things around. You could see her skills were much better and the employees standing around we all working little bees. We generally eat at Steak ' n Sake twice monthly and have never had such a disgusting adventure as we did today. Respectfully, C.J. .PETE PEDERSEN at [protected]@carolina.rr.com, [protected]