Steak 'n Shake
Reviews and Complaints

Visited steak and shake thurday morning @1am the manager took my order and went to sit down everyone on backline was walking around and playing another lady came in after me and ordered my order after 30 mins was nt even being prepared so i asked for a refund and the manager said register wont give refunds i asked for corporate number and the manager walked away and was rude after that they had served to other guess and made me wait and was still being rude i waited a total of 1 hour and a half for two items and the customer service and food wasnt good i dont feel like they really care about their job because of how they were acting and the serivce they provided i souldnt have to wait that long and be treated like i was at this location

I just went through the drive thru at the Cartersville, GA location and ordered the Chili 5 way. The girl, at the window, handed me my bag with chili running down the side of it. I gave it back to her so she could rebag it as I did not want it spilling over in my car. I watch her thru the window and she has another employee block the view so I can't see her. She comes back to the window and hands me the bag again. I asked her if the bowl was secured and if it was a new bag, she stated yes. I get home, which is 5 mins away, and my Passenger Seat stained from the chili leaking into the bag. I specifically asked if the bowl was closed and for a new bag so this wouldn't happen, but I feel like she did this on purpose because I asked her to redo it. Now I have a chili stain on my beige seat. I've tried calling the store, literally 9 times, and they are declining my calls. The 1st time I called, it just rang and rang. Then after that, I get rejected by the 2nd ring so they won't answer the phone. Another reason why I feel like it was done on purpose which is why they won't answer the phone and I'm pissed. I want someone to call me. Someone at Steak-n-Steak is going to reimburse me the cost to have my seat cleaned.

Yesterday after a long day at six flags I took my Family and Friend to Steak n Shake for dinner. Our waitress Tori was really quick to seat us get our drinks and seat us. The wait on our food was over 30min. When we got our food we noticed we ordered cheese fries but had no cheese on the fries. Our fries we cold and grease filled. We told a server not the one that served us to begin with about the issue. At first they just brought us a side portion of cheese. Again we complained about our fries. The server told us she wpuld get the manager. 20 minutes later a lady came to our table with someone elses shakes. We asked where our shakes were and tried telling her about our fries but she walked off. I asked a server if this was a manager. She said yes it was. I told the server that the manager didn't due well witb confrontation. She would not talk to us or listen to our issues. About 10 minutes after that our shakes still were not at the table and still no fresh fries. My friend walked up to the counter and asked a server about our shakes and fries. They said they would have them out after again trying to give her someone elses order. The Manager finally came out and spoke to my friend telling her that she could handle confrontation and didn't appreciate her cusding out her 16 year old server. May I remind you the 16 year old server Tori had not spoke to us since she took our order. My friend did not cuss anyone and was annoyed at the false accusations and attak on her character. The 16 year old server Tori was sent out to our table to apologize. She told my froend sorry about the order mix up but did not apologize about accusing my friend of cussing her. After nearly 2 hours of sitting there we finally recieved all new meals and our shakes. The Manager did give us free shakes sodas and 40% off our meal. Then proceeded to tell us how 14 people walked out and she was short staffed and how her job sucked. There was only 4 tables with people. I seen atleast 4 cooks, 3 servers and was told by a server there was 2 managers there onsite. I've worked fast food and I know for no more people thay was in that restaurant there was no excuse for bad food and rude service.

My boyfriend and I had family visiting from Arkansas and while they were here, one of the things they wanted to do was visit Steak N' Shake. We went to the SNS in Athens, Ga on Saturday, June 24th around 6:30pm and had the worst service we have ever had in a restaurant. I was a server for 8 years, so I feel justified in making that statement without it sounding like an exaggeration.

To start with, when we walked in (there were 5 of us) the server who sat us was not very friendly and almost seemed annoyed that she had to do her job even though the restaurant did not seem that busy and had plenty of open (albeit dirty) tables. Then another server came by to take our drink order and with my order of a water, I ordered a milkshake (which I never got even after reminding the person who came by to check on everything). He wasn't the one who brought our drinks out, nor was he the one to eventually take our food order. A different server ( a man with long red/pink dreads/braids) brought our drinks and took our order and that was the last we saw of him for the until time for the check (he wasn't even in the back in the kitchen). We honestly were not sure which of the two servers were supposed to be "ours" but neither one really seemed to care that much. The "drinks" server walked around and was talking to another server about a man who got up and walked out before his food was even delivered (and then proceed to leave the food and milkshake at an empty table the entire time we were there instead of clearing it for a future customer) while my father in law had to stop another server who hadn't been taking care of us to get a refill on his drink (the rest of us never got refills). While we were eating (under cooked burgers and cold fries), a couple more friends of ours walked in and they had to wait at least 20 minutes to be seated because the servers were too busy standing in the kitchen to clear off the tables from previous customers. Another couple actually walked out and told them "good luck getting service" as they passed. Then after being seated, they were never greeted by a server and eventually ended up leaving themselves to go to Cook-Out down the road. The rest of my family wanted to order milkshakes to go but our "food" server, never came back by the table until he was handing us our check and by that point, we figured we would never get the milkshakes anyways. However, we saw we were being charged for my milkshake although it was never brought to the table. When I went to the register to get it removed, the server who sat us was the one who was cashing us out. When I asked her to get the milkshake taken off, she had to go hunt for who I'm assuming was a manager to get a override card. While she was doing that, our "drinks" and our "food" server came to register to ask if we were ready to check out and when I told them we were getting the milkshake taken off because I never received it, neither of them offered an apology or even the slighted bit of concern that something on their end didn't get taken care of; they just went right back to talking to one another.

I debated on whether I wanted to complain because as a server I know most complaints are from petty people who just want free stuff, but since I love SNS and unfortunately this is the only one in Athens, I would like to see the customer service improve so the store can stay open instead of closing due to lack of business from customers going elsewhere. Just during this one visit, I never saw a manager ( it was as if there wasn't even a manager on duty), but I did see at least 5 servers standing around in the kitchen not busing tables, not taking care of the tables they have, not doing sidework or anything that looked like they were helping the kitchen staff, 4 different groups of people walk out 20-30 minutes after arriving due to no service, and experienced such terrible service I was embarrassed we took our out of town family there to eat to experience it as well.

I know very well that every restaurant has their off nights, but this seemed to be a bit too off. I feel as if the restaurant definitely needs to spend some time focusing on their serving staff and either correct the bad habits or get rid of the bad apples. Otherwise, the whole business is going to go under and staying afloat in Athens is no easy task as it is. After experiencing this kind of service, it does not surprise me the website shows this restaurant as only having a 3.1 star rating followed by other multiple bad reviews.

Went to Steak n Shake at 4501 S Emerson Ave, Indianapolis, IN on June 25th between 7 and 8PM. First had to wait almost 30 minutes to be seated because nobody was clearing the tables previously used by other customers. Then we finally got seated ordered drinks, those were brought fine except no lid on kids drink, took awhile (at least 10 minutes) to get a lid after ordering and reminding waitress about lid and cottage cheese. After a while our food arrived with one sandwich wrong and missing a side of mayonnaise (never received). Then ordered 2 shakes to go and waited another 15 minutes or more for them. On top of that, after leaving found both shakes were wrong flavors. Spending $49.67 with the tip this was the worst overall experience we've ever had at a Steak N Shake.

Me and my friend went here for dinner and they seated us and we sat their for about 15 minutes and i finally said that no one has come to our table to give us are drinks and finally I asked someone and they brought us are dinks and then we ordered the food then it took them 45 minutes to bring us our food. Our waiter never came and another waiter came and said it came. Then they finally gave us our food after 45 minutes also the fries were cold no one apologized to me at all they were just rude

In all my years of eating at Steake'n'Shake, I have have been pleased to find consistency in the food wherever I've eaten, until yesterday. The prized crispy shoestring french fries at Store 548 on Southport Road in Indianapolis were limp and greasy in my order and my wife's. Either they were not cooked long enough or the grease not allowed to reach temperature first. I mentioned this to the manager who seemed fairly unreceptive to the news. He had not asked how we liked our meals when we checked out. Guess he was not interested or knew there were issues.

The serving staff was friendly and professional as is typical at the stores. I am always amazed at your ability to hire cheerful staff.

I pulled into the Washington and Holt Steak and Shake waited for 30 minutes at the drive-thru to be served and then tried to go to the inside when I didn't get served only to see 3 employees standing outside telling me the dining room is closed. That was this time last time ordered strawberry cheesecake shake got strawberry banana time before that ordered triple cheeseburger no mustard no ketchup it had both on it and they will loaded with it couldn't even taste the burger after I wipe the ketchup and mustard off with a napkin the only reason I've gone to that one is because it's along my route home but I'll be going down to the Washington and girl school one where they actually get my s*** right

Steak n' shake
Lewisville, tx
[protected]

This is the first time I have ever gone out of my way to email about a fast food place, but I figured that something needs to be done with the management here. I love steak n' shake burgers, so much that i've gone over 30+ times this year. The only reason I keep going back is because of the burgers... Despite them messing up the order every single time. And here and lies the issues. My brother and I will eat here once or twice a week, and we've gotten so used to them messing up our orders every time, we just check before leaving every time. I always order the same burger, the chipotle without tomatoes and shredded lettuce. I specifically ask for shredded lettuce every time even though the burger by default is supposed to have it on it. Almost 100% every single time, they will put leaf lettuce on instead. Now my brother, he orders the cajun burger, and the cajun alucarte burger. There have been several times where they will just make him a chipotle burger instead of cajun and argued with him, that that was infact a cajun burger. He has the same order every single time, the cajun is distinct with the sauce on top of the bun and flavor. The female manager there even had the gul to come out, and argue with him and tell him he was wrong. Even though they were wrong. The chief had to tell the manager that she was wrong just so she would listen. This seems to be the normal with the managers there, they are very rude, and very unapologetic. Even today, we went there, and they are starting to remember us because we always have to complain about the wrong order every single time. She just flat out lied to me and said they ran out of shredded lettuce when I told her my order was wrong again today. Which is complete [censor] because I just saw them stick it on the burger before me. I am absolutely appalled and upset at the management here. Not a single person knows how to make a burger correctly, and we've been treated very poorly. The only thing that keeps us coming is because after we have them remake the burgers, they actually taste good. I've been telling myself maybe next time they'll get it right, but it's been half a year now, and I can place $100 bets and win easily on how predictable their terrible service is.

Hello I would like to fill you in on some issues with your entire management team at the Steak n Shake in North Charleston Sc over by the Tanger Outlet.  The management there is very un professional and do not support or help out any associate who needs help from them they ignore a small problem among employees until it turns big and fights break out in front of customers. They talk about certain associates badly to other associates. One manager named Gabe even told other associates that he is gonna make a girl cry next time she work because he was angry at her. Gabe is not a good manager he comes to work high on marijuana everyday. Jenna another manager also talks about associates behind there backs and is rude with them at times. And she also ignores problems with the employees.  All of them are just awful as management. My daughter no longer works there because I don't appreciate how management let's the employees be disrespectful to one another and do and say whatever they want to. No control over anything. I remember when that location first opened it was a great place with friendly associates but now it has gone down. I will never eat at that location again and will not suggest anyone to go there as long as that awful crew of management and employees are there. I pray this email is taken seriously because it is a real problem. I just had to let someone know. Thank you for your time 

I had a $10 giftcard collecting dust at home so i decided why not.
Turns out i shouldve not bothered.
Took forever for them to finish with the guy ahead of me and when I finally did make it up to place my order I had to wait an additional three minutes WTF are you guys doing in there. Ordering my food itself went smoothly although your menu is not very inclusive since I did not see the spicy chicken sandwich that I saw online and came there for and I actually had to ask just to know you have it
Afterwards it took at least another 10 minutes for me to get up to the window where you pick up your order took an additional 5 to be acknowledged and a couple more to pay and get . SOMEONE ELSES FOOD I was so pissed about the service I was not willing to come back and rectify the situation, not that I didn't think about it I mean was not even close you got my drink right congrats . Honestly your food's not bad and it's reasonably priced, your customer service sucks though.

We have been customers of store number 5005002 since they opened. I have seen this site go from wonderful to "where is the health dept?" I took my 93 year old mother this morning, and we were both shocked. I am submitting pics for you to see how unclean this place was...don't the evening shift managers insist on following protocols? I was worried my mother would fall because the floor was a combination of smeared grease and grit in the dining area...unacceptable to say the least.

The food was OK, but not like it was a while ago. I can't in all honesty go back there, except my hubby really enjoys the sausage gravy. Can someone look into this?

Today I purchased lunch at the Steak and Shake on Dressler Road in Canton, Ohio. The wait was extremely long in the drive thru but understandably so, so no big deal. However, when I pulled around to the window to collect my food the server did not properly vlosr my milkshake and it spilled all over my work clothing. As I proceeded to clean myself up and check to make sure that the correct food was in my bag, the server told me to move from her f****** window. I am extremely upset and have never been treated that way while making a purchase of any sort in my life. I will probably not visit Steak and Shake again!

We go to both stores both Streetsboro Ohio and Aurora Ohio. The aurora store not very much in the last year and here is why. I have written before about this and it still hasn't changed. I will attach a couple pictures. It's really frustrating you order your meal and we usually get a salad and water first then a few minutes later our milkshakes come out when we are done with salads the meals arrive. (This last visit on Thursday night) we waited a full ten minutes before someone come over and took order gave us water and said salads would be out in a minute. ten minutes go by and our shakes cam out... well while waiting your frustrated and you look around you see employees hanging out and talking on cell phones laughing and with dirty tables around you and customers waiting? i don't believe that's right way to run a business. Finally our meals come we ask where are the salads oh i didn't bring them sorry. brings them out half way through our meal. While eating we watch a person start to clean off tables... I wish I would of taken a video, clears food and stuff from table pushes on floor with a napkin them pulls a rag out of back pocket to wipe tables? then moves to the next table and proceeds to do the same. I don't want ANYTHING from this is . only to inform you what is going on. When we order salad we ask for blue cheese. sorry we don't carry that anymore atleast a few years... REALLY, we get it at Streetsboro This time we won't be back at that one.

I have been frequenting the Steak'n Shake location in Cookeville, TN on interstate Dr. recently. My burger is almost always fantastic, and my only complaint is that while I order a side of cheese sauce for my fries, there have been a number of occasions when I have had to drive back through, or call the employee back to ensure that the cheese sauce was in the bag.

This evening/morning, I failed to remember to check the bag, and when I got home, I found that even though I had paid for the cheese sauce, it wasn't in the bag.

I was already 5 miles or more away when I got home and realized that the cheese sauce was absent. I'm not sure what your move is, but it has gotten to the point where I'm reluctant to make Steak'n Shake my late night choice.

Thank you,
Ryan Steele

I went through your drive through 6/22/17 they deliberately ignored me. I drove around and watched all 3 enployees hide. I saw a man leave with his food from your 24 hour establishment so I KNOW you we're open. I then drove around again, benefit of the doubt they didn't hear me. No answer. I called, they answered the phone and chewed for ten seconds then hung up. I called back and watched your female manager up front ignore me. I just drove twenty minutes disabled and cannot go inside.

I have never complained or caused a problem here to be ignored.

Upon arriving to this destination, I pulled up to the drive thru before realizing that the line was atrocious and then decided to go inside for a carry out order. This was around 8 o' clock. I then sat down at the bar and waited for my food. There was one employee that continued to check on both my food and I. Her name was Hannah, she was exceptional. She was supposed to leave at 8:30, but stayed to make sure that I got my food. It was until 8:50 that an employee finally came out with my dinner at 8:45. This entire time I saw my dinner sitting on the back counter. And when I finally received my meal, nothing in the bag was even close to warm. I ordered fries and a sandwich. I'm not usually the person to complain but I was incredibly disappointed with tonight's experience. But I will admit, that at this location, it is very rare that my family has a good experience. The employees are not well versed in customer service or good hospitality. This is disappointing because I really do enjoy eating your food.

We arrived and seated ourselves as sign requested us do. We sat in our booth for 12 - 15 minutes before any waitress came to our table. I could see all the waitresses in the back laughing and talking and one was on her cell phone. A table nearby us was also complaining about service. Finally our waitress appeared and took our order. She brought drinks out and then our food. We never saw her again. No checks to see if our food was good/bad etc. no refills on our drinks. The floor throughout the whole facility was terribly dirty with food, under our table was an ungodly amount of french fries, napkins, and other numerous food particles. Someone had spilled a drink several tables away and there was a pile of napkins on the floor to soak it up that noone had attended to. It was there the whole time we ate. We got up to leave and stood at the cash register again waiting for service. My husband at that time let the person know how terrible the whole facility was and service and our waitress. This is not the first time we have been at this facility and saw it in this condition with this kind of awful service, but this is the first time I have complained about it. We wont be back there to eat again - it was disgusting and we sure hope you do something about it. The store # is 1201204 -located in Jacksonville, IL store # [protected]

As a general manager I know you're not allowed to go in and edit people's hours you have them work over then you go in and edit their hours and take it away so it makes your payroll look better! When a person claims all of their tips you have no right to go in and add more tips under them it is not fare as a waitress to pay more taxes on money they do not have! If this restaurant had a full staff and the GM was not like a circus clown you might be able to keep help and the restaurant staffed! You can I keep help when you run the people to death and then you take their hours away just cuz you feel the need they worked them and you don't want to give it to them! You send people to training classes that they're supposed to be paid for and he never puts it in for you to be paid for them I went to training classes way over a month ago should have been on a check 2 weeks ago and still have not received it! It's always I got it I got it all it is is a lie! Do you have anybody that wants to work oh you get a hiring bonus forgetting them on you get it in 30 days both employees has been there over 60 days and still have not received! You want to know why you can't keep help quit lying to your employees and you might be able to keep some help! People don't like working for liars!

1) They messed up my order and waited over 30mins just to get my food. Called as soon I realized they messed up my order and Rita or whatever the hell her name was give me an attitude on the phone . 2) My fries weren't cooked at all it was like they dumped it in grease and then pulled it up and served it to me. Came back the next day to get my food and the same lady who picked up the phone talked to me and still gave me attitude even though she was the one whose in fault. I WILL NEVER BUY ANYTHING FROM STAKE N SHAKE AGAIN!