Steak 'n Shake
Reviews and Complaints

I am complaining about the drive thru service at the Lawrenceville-Suwannee location. I never complained about a restaurant in my life but this service was so bad I had to. It might have been early on a Monday mornjng but she was super rude to us. We didn't know the name of the woman working on drive thru today. She didn't seem to know the menu and spoke to us in a I hate my job tone. We were the only customers on drive thru and left us on hold for a few minutes. She shouldn't be working fast food if she treats customers like this. She didn't even say good morning welcome to steak and shake how may I help you and thank you for choosing steak and shake come back soon. She should be fired. We came there around 9:30 this morning so it shouldn't be hard to find out who worked Drive thru today.

I went through the drive through ordered my food and it took twenty five minutes for me to pay and another ten for my food when i got home my burgers were cold and wrong. Patties were hard like they were sitting all day. I ordered everything on my burgers and got cheese that was it nothing else. One burger didnt even have anything on it. My fries were cold and soggy ill never waste my money at your [censor] establishment disgusting. Four thumbs down

I love SmS, always have, always will. However, what every single SmS I've ever been to after midnight on a weekend is horrible. There are usually 3 people in the back; cooking, drive-thru and a manager of some kind. There is always one, and only one server for the entire restaurant. This server has to get drinks, take orders, make shakes and bus tables.

Right now I have been sitting in the dining room for 20 minutes. There was a gentleman here before us and the server just came over to tell him "they lost his order ticket". The table next to me was also here before me, they just got water.

There are 4 tables of people right now. 2 tables of 4, my table of 2 and the one gentleman. Compared to how busy I've seen SmS at other times this is slow. Most of the tables are dirty and need to be bussed.

I'm grateful for the great food, open 24 hours and low prices but sacrificing service is a bad business decision.
Store #449
Table 41
Pry 3
6/11/2017
5:26:24 AM

I go to the Steak 'n Shake in lake ozark Missouri, almost daily. I went yesterday 6/9/17 for two shakes in drive through... it took 45 minutes as I sat and watched the girl with holes all in her face with piercings, blow her nose, joke around, horse around and ignor the drive through woman's request to finish making the order for my milkshake while she and apparently the manager goofed off. Next I went there this evening, 6/10/17 and the same crew was there and again here I sit waiting for my food because the car in front of me couldn't get a simple milkshake until 39 min later. Not surprised as I pulled up to see the same crew as the night before . My sandwich was a disgusting mess I couldn't even eat it. Plus Ive witnessed their level of sanitation and until that crew is removed I will never go back to this location. Ever

I sat in the line of the drive thru for thirty minutes for a single burger, no fries, no drink. Absolutely crazy, wasted my time and the time of the 3 cars behind me, who as I ate in the parking lot since I was starving by the time my food arrived, ended up with similar wait times. Terrible, horrible, disgusting service. When I go to SnS I think it is reasonable to expect a few minutes wait for the food, but at the slowest part of the day it just makes no sense to wait for more than ten minutes, let alone 30!

We went to alpine steak today and it was terrible! Floors havent been washed it years and lady dropped shake and girl just swept pcs up and moved on. We had pcs on booth! No on was seating people big wait. Hubby told waitress there was 2 booths available and she said they have ti be cleaned he said duhhhh. Didnt care. Took forever to get food. I odered blk rasp shake no whip cream NO chips and it was full of chips. Guy next to us had a gun stuck in his pants too. Didnt make us comfortable. Wont be going back. Getting much worse. No manager around

I am a regular customer at hacks cross/38125; in fact I was the 8th customer when Jay and Mike opened this location!
Today I placed a pick up order and the order taker was rude, obnoxious and very non professional( something odd from my normal SnS experience! Additionally after picking up my 330 pm order, the order was incorrect as well! All three items! I realize everyone has bad days but when I called back she was loud... and said mister I just took your order somebody in the back filled it!
You need some serious client care training with your weekend afternoon shift!
Respectfully submitted,
Dr Mike

My family of five went to Steak n Sheak today, as we do most Saturdays. We waited in line, to be seated, at least 8 minutes with many employees staring at us, even (whom I assuming ) the manager. The manager was at the most 4 feet from us, cashing out customers. She glanced over at us numerous of times, never once saying to us that she'd seat us in a minute. When she was done cashing out customers, she still did not seat us, the drive thru person sat us about 2 minutes later (I'm sure you have camera footage if you need to verify my statement). Out of the five us, two orders were incorrect. My husbands side was forgotten (really no biggie, the waitress went back for his side). I ordered the garden bowl salad, they didn't include the cheese or croutons, which clearly come with it ( I wished I could attach a photo of the salad). In this time the manager never came to thank us for our patience on not being seated in a timely manner, or to ask us if we needed anything. My husband went to pay, the manager was on her phone texting after a minute or so, finally put her phone on the counter (which you could tell she was clearly texting) to cash him out. She never once asked how our experience was. Horrible customer service! I'm assuming this lady was the manager. She was wearing a pink shirt, no name tag and was the only handling the cash register. Oh yeah, she also had a very good size hicky on her neck (I'm sure you can see it on the cameras).Not very professional! I am wholeheartedly disappointed, on the entire experience we had today!

Yesterday evening a customer who received raw chicken from your location in wood river IL, posted on facebook to warn others of the location since she didn't feel the situation was handled correctly. Upon this post we're similar complaints and then employees from that store began to bash the customer who had posted the post. Her name is Sam Tungett. There was another girl, Haley bartholomew who also said some very awful things but I'm unsure if she works there too. By the way she talked, I'd assume so. I and many others found the fact that Steak 'n Shake employees are attacking a customer who has already had a bad experience to be extremely unprofessional and inappropriate. Not only does this reflex bad on you, but it made several people including myself never want to visit Steak 'n Shake with staff like this. I wanted to bring this too your attention as the post has been shared several times already and is only growing.
You can do better Steak 'n Shake!

The steak n shake at 518 Essex Dr. Kokomo In. 46901 there were about 7 cars in the drive thru we simply ordered one double cheeseburger, fries, and coke on the window where you pay is a note saying do to the lack of help there will be longer waiting time so they were pretty quick about taking our money we waited 23 mins. during that time we saw 3 employees take break they walked to there cars and were all at there in 2 different cars.we were still waiting for one sandwich and a fry, we then called inside no answer, we then knocked on window she would not look at us, so we opened the window the girl looked at us and said oh here is your double we started to pull but no fries backed up so she gave us our cold fries the burger felt cold but no big deal they were having enough trouble so we just brought food home so when I was ready to heat it up I opened it up it had catsup, mustard, onion, tomato and pickle it was a single. I ordered a double with cheese plain. They are not the only one who had a bad night!

When i pulled up the person taking orders was in his car smoking! I waited about 10 minutes to pay for my order another 3 to receive it and when I got home the fries are saturated with fat to the point a napkin isn't even a help. The slider was a Ketchup and mustard only and boy did I get ketch and mustard way too much I'd say enough for 4+ sliders disgusting
.. And my chicken was warm at best I will never buy food from any location the only thing I would consider is CANNRD CHILLI I would need to prepare at home as that is one of my sons favorite foods at your chain buy sadly I won't be buying that anymore I refuse to support a company that has such bad employees. Three stores in my area and every single one is employed by down right rude and obnoxious people every time I cash out its a drab droopy eyed person who looks like they hate there nods as much as I hate your food I gave steak and shake a chance due too taco bells credit card machine being down and the fact the store was packed made me think "yeah, I'll get fresh food" buy of course it was Terrible

I am currently at steak and shake on alpine it is 6-9-17 and its 1:00 lunch rush. All of the servers are nice accept for one. She isnt my server but she is running around complaining loudly. Shes calling people liars and saying people need to stop telling her what ti do. She is complaing she is the only one to do anything and she gets no sleep. The other servers look uncomfortable around her. This makes steak and shake look so bad and ghetto. I work at a resturant and i have never seen such poor service.. she is serving customers while still complaing. The server should be retrained or replaced. nausipo is the servers name. However i must say your other servers were very kind today and handled the situation as best possible. Thank you

I came in there 2 days ago at about 12 at night with a few friends. I ordered the garlic burger with a cookie dough shake and some fries with it of course. Customer service was good as usual but I felt weird leaving there and I thought it was because I was full but the next morning when I woke up I was so sick. For the past 2 days I have had food poisoning and I have been throwing up and etc that I don't wish to put on here. I will not be coming back there due to this.

Demetrius is a manager at Willoughby steak and shake and we mentioned to him that we waited 45 minutes for our food. He told us we definitely did not wait that long for our food and was very rude about it. He never said sorry or took anything off the bill. We mentioned that mentor is so much faster and we said that we will start going to mentor instead. He said they are no faster and he would be glad if we went to mentor. The employees and the servers all there said it took too long to get our food and he did not agree. He was the rudest person I have ever met. I will not be going to this location unless something is done with this manager.

We waited over 30 min for our dinner while we sat seeing workers just literally move our plates around but not serve them. Another customer complained that her milk shake had sat on the counter for 15 min before given to her and she wanted another but they just took off the melted whip cream but still served the melted shake DVD they stalked out. 3 large groups of people walked out after waiting over 5 min to be seated only to never have anyone greet them and they just left. I asked for water and a blob of black substance fell into my cup. Worst service ever seen st any steak and shake. This was the one in Henrico county va on June 8th st 7 pm

I have been to this location twice, and both times I have had to wait for my food for 30+ minutes. I was in line today from 6:50pm to 7:40pm. The food was not even fresh, and I had to watch an employee and a customer in line argue after the customer asked what was taking so long and the employee laughed at her. This place is outrageous and needs immediate attention from someone higher up. I attempted to call the location to express my concern with the manager but no one answered. I have never had to wait so long for food from a FAST FOOD restaurant, let alone still be asked to pay after sitting in line for so long. The entire time I was in line I saw employee after employee taking turns smoking outside while listening to the costumer I mentioned previously being laughed at by an employee.

I went to this drive thru for the first time tonight to order food for my family. The person at the drive thru speaker was so rude, and she rushed me through my order. I sat at the window for about 20 minutes waiting for my food. The fries weren't even half full, and they were gross & cold. The bacon on my burger wasn't cooked all the way & had a weird taste. I didn't get straws for our drinks or a receipt other than my credit card receipt. I normally go to the one in Plano, and I have never had any issues there.

I went this morning June 7th, 2017 to the Bloomington store on veterans and Vernon and it took me an half hour to go through drive through. When I finally got to the window I could see employees goofing off. Also when I got my food it was wrong I have never had an issues asking for a cheesy cheddar steakburger with no other topping besides the cheese but when I got mine it had onions and mustard on it. I don't remember that having it on there before and having my order ignored is very annoying. Oh and my fries were cold when they got to me. This is co.pletely unacceptable. I have never had that bad experience with steak n shake until now.

I visited the drive thru on Tuesday June 6, 2017. I arrived at 7:23pm at the drive thru. There were 2 cars ahead of me. Finally at 7:55pm I received my food. The drive thru worker never bothered to even apologize for this ridiculous wait. I would have pulled off if I was not sandwiched between 2 other cars. The service here is progressively getting worse and I do not recommend anyone patronize this establishment. Get new management and better staff!

While on a trip through texarkana and after some good eats at red lobster next door to steak and shake on cowhorn creek loop I looked forward to oreo cookies and cream shake at 9p or so, june 3, 2017. No one else in the store but they were out of ice cream. How can a steak and shake not have ice cream?! Boy was I disappointed. Obviously, no client number or resolution 'cuz all I wanted was a shake and they were out of ice cream.