Steak 'n Shake
Reviews and Complaints

Went to Franchise On Pipestone Road in Benton Harbor Michigan on 7-21-17 at around 8pm. Order #560647 @ 8:06:18.
Ordered 2 #7's with Chocolate Shakes. Not only did We have to wait in Drive Thru for almost 25 minute's before We even got to Pay Window, Our Burgers were Half Raw, to Much Onion and only 2-3 Small Mushrooms, Fries were overcooked, Shakes half melted and 1 was Vanilla not Chocolate. This isn't the First time We've had issue's. Personally was A Waste of Money considering I had to Cook something to Eat at Home anyway due to Burgers being Half Raw Mostly.

I'm a 70 year old looong time Steak 'n Shake client. When given the opportunity, I bought several gift cards in support of my daughter's school. (They got a percentage of the sale). Imagine my surprise & dismay when I went to pay for our meal with a card & was told it had no value! Upon examination, I discovered the value erodes with time. I've never experienced this before & was quite unhappy, so unhappy that I will never go to a Steak 'n Shake again! Just thought you'd like to know.

I went to the Steak N' Shake located on Clepper in Cincinnati 45245. The lettuce that was on my turkey club was ALL old and discolored. I am submitting a photo. Side note, I have NEVER encountered a pleasant employee at this location. Horrible customer service. I am not someone who ever complains, but this was simply too disgusting. People are ingesting this stuff!

I placed a web order for pick up at 7:45 I was not given my whole order until 7:54. This was the second time they didn't start cooking my order until I walked in. So I sat at the counter and waited patiently as only 2 workers were in the kitchen frantically tried to prepare several drive thru and dine in orders. Meanwhile an older, female employee with whiteish hair (I don't know her name) was shuffling through papers in an envelope, ignoring all customers.
After the cooks finally bagged my food this woman stops me and says I ordered a soda. I told her I didn't have anymore time to wait, but she insisted it would only take a second as she picked up her papers again. I firmly told her I didn't have any more time. She copped an attitude and says" I just have to grab the cup" so I wait she gives me my soda and as I walk out the door I heard her say "well that was rude!" I was late for work! Excuse me for thinking that the order would be complete at the time I selected not 10 minutes later.

We have been customers for 70 years and not until the last year have we experienced horrible food plus the cleanliness of the restaurants has been awful. Even the employees appearances have drastically become messy & sloppy. This has occurred in several restaurants which we frequent not only in Illinois but many other states as we have a RV and travel.

The restaurant which is close to our home and we frequented most (we do not go there anymore) has served us hash browns in the morning soaked in grease. We ordered lunch one day and received grease soaked onion rings. Asked for a new order which we received and they were also greasy. Couldn't eat them. One of our dinner favorites is the chili mac supreme and we ordered it, came floating in grease.

11:20am July 20 2017. The lady working the drive through was very rude. I tried to order through the intercom but for what ever reason she kept asking if I was there. After several failed attempts to communicate with her I pulled around to the window. She told me she could not take my order and I would have to pull back around to the intercom. I explained that I tried to order from there and there must have been an issue because she could not hear me but she was not concerned with what I had to say and just closed the window in my face.

Our server was rude and argued with me about items on your menu, sat with other customers in other booths, and we repeatedly saw her on her phone. When she handed us our food she tossed it on the table and she also smacked our menus down on the table when she sat us.Her name is Danielle, she has blonde hair and we were just very unhappy with our visit.

We have been working in Glencoe and stopping as a eatin customer at the Steak N Shake #523. The service is extremely slow no matter the time we go in. On 7/18 it was worse. I waited in line to be seated for 10 minutes until I asked a server if I should seat myself. She grab some menus and thru them on the table. Then we waited again watching the staff clean off the many tables that were dirty. Finally the server came to my table took our order then proceeded to clean tables. He really should have put on our order before continuing to clear. We finally got our food. We didn't get the shake that we had ordered. When I asked it was brought quickly but had obviously had been sitting for sometime since it was melted.

Our server was pleasant but obviously overworked. You could use at least one more staff member during lunch.

Our table was 63
1:15 our order was placed

So I got my order taken quickly, had two cars in front of me, and it took around 30 mins to get to the window to pay. That to me is forgivable at 5:00pm during the beginning of dinner rush, but after all that my order was still wrong. I had ordered three of the same burgers with one sans cheese due to dietary restrictions. All three had cheese, so i pull around to the front and park, grab the milkshake and drink and head in trying to keep it from melting in 90 degree summer heat. I ask for the new burger which they make quickly but I notice theres 7 workers inside (counting hostess) a waitress is cooking my burger, and theres only two occupied tables in the entire place. The lack of business inside diminished my patience for having to wait in the drive thru half an hour and still having a wrong order. The straw that broke me and why Im going through the trouble of typing this is that after all this waiting and wrong orders the window worker comes up and asked if something was missing, I tell her my cheeseless order had cheese on it (a simple mistake) and her response was "well I didnt know". After she typed it into the register, it was on the reciept, and she was the one I ordered from this seemed an added level of unprofessional.
I was told to keep the extra wrong burger in the end and wishing this steak and shake had the level of service the other restaurants of this chain retains.

I went to a Steak 'n Shake on the North side of Bloomington, IN. All of the service we received was horrible. We were the only people in there and it seemed as if we were a bother to the employees. It took a few minutes for someone to come seat us even though there were plenty of people standing around and staring at us. Then the waitress we had a rude to us. After we finished our meal, we went to pay. We waited at the counter for what seemed like hours, probably 5+ minutes. Again, the only other customer in the store was waiting for her to-go meal. People were staring at us as we waited to pay and no one helped us. My receipt said the total was $8 and some change. The lady charged me $13. Then argued that I was wrong about the price. The price she looked at was before the happy hour discount was applied. I was cheated out on money. I will never go to this location again because everyone was so rude.

I had visited your location on Bridge Street in Chillicothe, Ohio on Sunday July 16th 2017, around 12:30am, as I had come into town for a family visit .
We noticed it was busy but sat down, there was only 2 waitresses, so waited for a menu n to order. A gal come over (don't knw her name but she is a short girl, blonde hair, and a tongue ring). She took our order and we waited, and we waited, and we waited... No food yet!. Seen people come in, order and their orders were brought to them in a timely fashion.We now were getting a little irritated because she was ringing people's tickets up, and doind other things, that made me think she forgot our order.She actually came over and was about to ask us how our food was, and NOTICED we didn't have our food.We don't like to be difficult customers, but by now it had been 40 mins from when we ordered our food.She had told us "let me go see what's going on with our order?" She came back and she wasn't sure what was going on with the kitchen... After close to an hour we FINALLY get our food, our patty melts were cold, the cheese had hardened, our fries were cold and to top it off we ordered onion rings and NEVER got them.. She came over and could see how upset we were without saying a word... we have been to this location before and it's been busy before but we never had to wait that long... We got our cold order around 55 mins from WHEN we ordered. I don't think I will go there again when I come into Chillicothe, Oh.
We were all so disappointed and hungry .We DID NOT pay for some COLD food, left there hungry and had to get food elsewhere!... I live in El Paso Texas, and not sure how you will handle this complaint, but I will never make it there the nxt time me and my family come back...Mrs Michelle Carpenter

My friend and I went to the Steak N Shake in South Bend, IN. My friends ordered was made wrong twice. Reshawn was the only cook in their running to get all the orders done and had hers finally made right. As we waited, with 5 waiters standing around, only Isaiah, on his break, approached us to make sure we were taken care of.
It was because of these two that our orders even got done. Plus out of the 8 cooks, in the kitchen only 2 had hair nets on. Plus at the counter, one of the, bar stools was missing a chair but the metal edges were exposed and sharp enough to cut someone if they got, to close. I could only imagine if a child were to run up, and hit their head on it.

On July 16, 2017, my daughter-in-law and grandchildren and I went through the drive-thru at the Steak and Shake at 115 Stander Ave., Mansfield, OH 44903. We waited 20 minutes in line, and finally presented our order, which was only for 4 milkshakes. They told us to pull forward and wait and that they would bring our order to the car. We waited a full 15 minutes more, and finally my daughter-in-law went into the restaurant to see what the problem was. She was told they would be out in a few minutes. A waitress came out and said she couldn't give us our order since we "didn't cash out". I explained I had paid with a 50 dollar bill, and she said "oh, yes I remember, but you will have to come in and talk to a manager because you were shortchanged". I told her I did indeed receive the correct change and they didn't owe me any more money. She brought our milkshakes out then and they were all melted! After a long day of shopping and waiting for over 35 minutes for what we thought would be a quick treat for us on the way home, we just took them and left. I hadn't been to a Steak and Shake and was really disappointed in our service! I'm not sure if I would return there again. Thank you.

Rudest service I've ever experienced. We were told we wouldn't be served again because we were "yelling" over the headset. We got it all on video though that proves we weren't. Not to mention one of the cooks had unkept facial hair which is extremely unsanitary. The manager refused to speak to us however and our milkshakes were watery and tasted awful. I used to come to this location all the time but I will never come back to this location ever again until there is a serious change in management.

I visited the location at 2856 Centre Dr Fairborn, OH On Sunday, July 16. I was very hungry and had not eaten a full meal all day. The staff stuck me in the back corner of the restaurant by the restroom and pretty much forgot about me after that.

The server took my order after the person who was supposed to take my order never showed up. They proceeded to get my order wrong and not bring everything that I asked for. I didn't have a chance to correct this error because no server ever approached me after that. I was never once asked for a refill. I didn't even get something as simple and basic as a napkin. Just a plate of food and one drink and that was it for me.

What makes this even sadder is this isn't the first time this is happened to me at this location. I was treated similarly by staff sometime last year, when I made a complaint, your organization very kindly offered me gift cards. But it is clear of the staff at this location has not learned its lesson at all. I sat there and watched a table next to be get served plate after plate and shake after shake. Meanwhile, I'm sitting there with not even a napkin. I left angry and still hungry.

I would appreciate any efforts on your part to make this right. But one thing is for certain – no matter what your efforts are I am permanently done going to that location. And that's a shame because that's the location closest to me. Unfortunately it's also the location with service that leaves a great deal to be desired.

Today (7/16/17), myself and my family made a trip for a late lunch to the Clarksville, TN location. Upon ordering and receiving our food we found that two of our burgers had small black hairs in the melted cheese (none of us at the table have black hair). After reporting this to the waitress she removed our food and had ours freshly made again.

Upon paying at the register (our bill/meals were split into 3) we found that the final bill that needed to be paid was way more than expected. We were told and under the impression that kids eat free by the waitress, with no stipulations, but we're charged for the meal and we're told that $9 had to be spent to qualify. Again. That was never explained to us.

My chief complaint in this was the service while cashing out. Not ONLY did we get charge for an ADULT entree, that a 2 year old ate, but we were also lied to and saw no positive feedback in regards to the hair in our food.

I went to the west hamilton location last night and order my #3 frisco melt that comes with a drink and a #17 no pickle, requested twice, (Still not shown on receipt and had pickle on the burger) and add a large coke. 1+1=2. I had to tell them three times, one of those times, a manager or higher up came to the window and verified my order because the cashier was confused and as I said "large coke with the #17" she rudely stated "well it doesn't come with a drink so i'm just making sure" which would have sounded like a normal suggestion had it lacked the attitude, and twice more after that so that's 3 times I said "add a large coke to the #17" after we finally got the drink. My frisco melt was perfect as usual, but the fries were freezing cold and super bland, and the #17 was sloppily thrown together as he had to take it apart and place it back together, and again, had pickle. The additional garlic burger I added to my order had so much garlic sauce on and inside the burger and bun, I couldn't even it at after one bite. I would have submitted my complaint last night but we had stopped to grab food on the way to a party and didn't have a charger. I would either like my order replaced considering we couldn't enjoy 95% of it, or a refund. I rarely have issues with this particular location but this was a bit much.

I ordered 4 burgers, fries and Shakes to go after 20 minutes of waiting I asked one of the servers to check on my food, she can't see our ticket in the kitchen, they asked me again what was my order and they make my food after I get it looks like it was setting in the back the whole time I was waiting for my food and they just put them in the bags or I have no idea what happened the burgers sagy and the fries very cold, the cashier who took my order she doesn't know what she was doing, never provided me a recipt and the funny part when I asked her for one she digging to the trach can trying to look for one and I told her not to worry about it, very bad experience.looks like everyone is running around, none of the guests looks happy

Horrible customer service and way too long service times. Manager trying to train a new employee at a horrible busy time. Worst experience with a fast food chain/this chain ever! Also, the employees were complaining and arguing with each other in front of customers. Horrible customer service! Wait times are running from 41-50 minutes at a minimum. Cashier was not as friendly as a cashier should be. Retraining needed for this restaurant on apopka Vineland rd in Orlando!

This restaurant recently opened and I have tried to give them a chance. No matter what time of the day you go there you will spend at least 25 minutes in the drive through line only to get your food and it is cold. I have msny famy members who have experienced the exact same problem and will not reyurn to the location. I love Steak n Shake and was excited abouth the opening, but this is the worst location in this area. Tonight my husband went there and spent 25 minutes in the drive through line. The person taking the orders was also the cook. We have decided not to ever go there again. I have been to the Steak n Shake on Lorain Rd in Cleveland, the one on Som Center Rd in Willoughby, the one in Parma and one in Elyria. I have never experienced such awful service. The location needs some help and additional training on the drive through and what the definition of fast food is.