Steak and Shake Customer Service Issues

I ordered from Uber Eats last night at the North Dale Mabry location in Tampa, Florida. Unfortunately, the shake I received had whipped cream in it which was not supposed to be there, and I was also missing the Sunday ice cream I had ordered and paid for. I contacted Uber to request the correct items, but the restaurant ended up canceling my order shortly after. When I called to inquire about the cancellation, the manager rudely directed me to Uber Eats. After requesting to speak with the manager, I was put on hold for about 10 minutes before eventually hanging up. Upon trying to call back, no one answered, and shortly after they closed the Uber Eats app even though they are typically open 24 hours. I was disappointed in the way they handled the situation and felt it was important to share my experience so that it can be addressed.

My family and I visited the Steak and Shake drive-thru in Elizabethtown, KY today. The service was incredibly poor. The employees were rude, and we waited 50 minutes for our food. When we finally received our order, it was thrown at us, and the staff member was impolite when we asked for our drinks. The food was cold and missing items. The burger was burnt and the cheese was barely on it. The fries were cold and hard. Despite it being the holiday season, I have worked holidays as a nurse and still expect decent service. This experience was disappointing, especially since Steak and Shake is one of my preferred restaurants.

I visited the drive-thru at the [redacted] Sawmill Road location around 11:30 pm. My order consisted of a chicken tender meal, a hot dog, a small fry, 2 milkshakes, and two cheese sauces. After parking to eat, I discovered the fries were undercooked and stale tasting. The chicken tenders were cold, and the hot dog was burnt. When we returned the food, we opted for chicken tenders. While waiting, I saw a pair of shoes on a nearby table which was quite off-putting. Despite my complaints, the replacement food took around 15 minutes and lacked any apology for the inconvenience. The overall experience left me highly dissatisfied with the poor food quality, store cleanliness, and service.

I was disappointed to find that the two large cheese fries I ordered were only half-filled. Despite paying for two extra cheese sauces, they were not provided. The drive-thru employee mentioned they gave me a larger cup instead, but I know a large cheese fry already comes with a large cup. When I requested the two additional cups I paid for, she refused. Additionally, the two grilled cheese sandwiches I ordered were cooked with the hamburgers, which was unpleasant as I am a vegetarian. Waiting 15 minutes in the drive-thru just to receive subpar service and food was frustrating. While it may not be a significant amount, I am upset that I paid for something that was not given to me.

I had an upsetting experience at the Steak and Shake in Grapevine, TX ([redacted] E. Grapevine Mills Cir, [redacted]). During my lunch break, my coworker and I were seated, but no one came to give us menus for about 10 minutes. We went to the front to order, and Manager Edward informed us we needed to be seated to place an order. Despite explaining the situation, he insisted we sit. We ordered the 4 for 4 meal, but there was confusion with my burger request. When I tried to use a gift card, I was told it couldn't be used for the special, which was unexpected. Edward claimed to be the manager but only provided his first name. He mentioned reaching out to the district manager, Herlinda, who eventually provided me with her contact information. I left Herlinda a message expressing my concerns regarding the manager's behavior. The service from the lady who brought our order was pleasant despite the manager's attitude. My coworker and I won't return to that location due to the poor experience.

I used to frequent the Florence, MT Zion location often and the service was usually okay. However, my last three visits, including tonight, have been terrible. The drive-thru is either closed or incredibly slow, with signs frequently indicating closure. Even when open with no customers inside, the wait is long. Currently, I've been waiting in the drive-thru for 20 minutes. At the 2-minute mark, an employee mentioned a 15-20 minute wait just to take my order. Since there are no other nearby restaurants, I'll wait and see. The store seems poorly managed or understaffed. A friend visited last night and saw workers locking the door to smoke in the parking lot. After 20 minutes, no one has returned to take my order, and two cars have left. As I drive away, the car that arrived before me is still waiting at the window with no workers in sight. I only wanted some service, and this is certainly not service.

My family visited Steak and Shake #[redacted] on 12/28/18 at 1:24pm. Our server was Jenna G. My daughter ordered the Frisco Melt without sauce and then changed her order to the mushroom burger without mushroom sauce. We all chose the $4.00 deal. One order of triple with Lettuce Tomato and mayo came with lettuce and mayo, alongside cold fries. We had to ask for the additional cup of chili. My order, a double with Lettuce Tomato and Mayo, came with lettuce, ketchup, and pickle, along with cold fries. I had to request my additional side of coleslaw and silverware. My daughter ordered a double with grilled onions, but received a single with bacon and cold fries. We had to ask for drink refills and ended up fetching our own silverware. The service was poor, and the food was disappointing compared to previous visits. I would appreciate a refund or gift certificates to give Steak and Shake another chance. Feel free to contact me for more details. Thank you, Charity Arnett.

Around 2:30 am on 01.01.[redacted], I visited the Steak and Shake located at [redacted] Capital Circle NE in Tallahassee, FL. The drive-thru had a long line, with 3 cars ahead of me before I could place my order at the speaker. Despite cars leaving, I was neglected at the speaker until most of the cars in front of me had gone. When I finally reached the window, after 30-45 minutes, I was informed the headset wasn't working and that I had to come inside to order. Once inside, I ordered a Frisco Melt, a Frisco with bacon, two large fries, a dark chocolate shake, a regular chocolate shake, and a side of Frisco sauce totaling $20. Another guest received a discount, and after querying, I was refunded $7. Unfortunately, my order was incorrect as the melt lacked tomato and Frisco sauce, the shakes were too sweet to drink, and the fries were undercooked. With only three employees working, I found this low for a late night on a holiday. This disappointing visit makes me hesitant to return to this Steak and Shake location.

I would like to share my experience at the Steak 'n Shake located at [redacted] Fisher Park Drive in Louisville, KY. Our first issue occurred on 12/31/[redacted] around 10 pm when we found out the drive-thru was closed, forcing us to go inside to order. Despite the restaurant showing signs of being open 24 hours, the doors were locked at 12:30 am. The next morning, on 1/1/[redacted] at 10 am, we faced more problems. The drive-thru was open, but the service was poor. My daughter ordered a double steakburger with cheese which was inedible, and my husband's breakfast biscuit lacked bacon and had a hard biscuit. The food seemed old and poorly prepared. Despite being frequent customers, we were disappointed with this location and only found the service to be fast. We will stick to the Steak 'n Shake on South Hurstbourne Parkway in the future. Thank you for your attention and Happy New Year. - Brandie B.

I ordered food online from the Steak 'n Shake location at [redacted] Veterans Highway in Millersville, MD. Upon arrival at 6:40 PM, the designated pickup time, I handed over a BOGO milkshake coupon available in my email while waiting for my order. The staff struggled to understand how to apply the coupon, leading to delays and a somewhat unprofessional handling of my phone with greasy gloves. Despite the initial coupon mishap, the manager intervened to assist with redeeming it. However, my actual meal order was forgotten about until I inquired at 6:50 PM. I noticed employees behaving inappropriately and making customers, including me, feel uncomfortable during my wait. Upon reaching home, the food was disappointingly cold and lacked freshness despite residing nearby. This experience, combined with a previous negative encounter, has left me dissatisfied with this particular location's service and food quality, discouraging me from returning in the future.

I visited Steak 'n Shake at 161st and Harlem in Tinley Park, IL, around 10:20 PM. Upon arrival, there were no other customers present. I sat at the counter for approximately 5 minutes and attempted to get the attention of the staff by saying "hello," but received no response. Another couple entered and shared my surprise at the lack of service. I walked towards the kitchen and was met with unfriendliness from an employee who abruptly told me they were closed. I pointed out the 24-hour sign, which led to a manager appearing and rudely escorting us out without any clear explanation or apology. The other couple and I were both taken aback by the treatment and saw the manager locking the door behind us. Disappointed by the experience, I decided to head to Culver's instead.

I had an issue at a restaurant where the cashier mistakenly charged me an $89.71 tip on a $20 meal. The night shift manager intervened and assured me the amount would be refunded to my card within 2 to 3 days. However, by January 3rd, the refund had not been processed despite speaking to the daytime manager who mentioned contacting the company help desk. It has now been 15 days in total, with no refund in sight. It seems like they purposely added an $87.91 tip to reconcile their register, but I cannot afford such a large tip for a small meal. Waiting so long and being misled is frustrating.

I wanted to share my recent experience this morning. About 18 months ago, I had a bad encounter at Steak 'n Shake, prompting me to leave. Today, I decided to give them another chance by visiting the drive-thru at 5:35am to grab a bagel, bacon, and cheese sandwich from the Steak 'n Shake on Telegraph Rd., in the [redacted] Zip code area. Unfortunately, the response from the speaker was, "WE AIN'T GOT ANY BREAKFAST BEFORE 6AM." Not impressed with the lack of professionalism, I drove over to McDonald's across the parking lot. Maybe I'll consider going back to Steak 'n Shake in another 18 months.

I am applying for the Paraprofessional position at Lincoln High School. My previous employment was as a Hostess at Steak N' Shake from July [redacted] to November [redacted]. I have been trying to reach out to the former manager, Dan, but have been unsuccessful as I have been informed that he no longer works there. The current manager, Tracy Washington, has not responded to my calls regarding employment verification. I have the contact number for Steak N' Shake as [redacted]. If someone from HR could reach out to me for verification, I would greatly appreciate it. Thank you, Mary Meleza Lincoln Unified School District [redacted]

My recent visit to the Steak and Shake in Merritt Island, FL left me very disappointed. Despite my preference for your shakes, I may not return soon due to the unpleasant experience I had. First, the cashier refused to honor a BOGO coupon that had not yet expired in my case. She mishandled my change, dropping some on the floor, and forgot to include whipped cream and a cherry as requested on one of my shakes. When I brought up the coupon's validity, she shut the window without addressing my concerns. This lack of customer service and attention to detail is becoming all too common in the industry. I had also wanted to inquire about your loyalty points system, but the cashier's attitude discouraged me from doing so. I hope you can address these issues and restore my confidence in your establishment.

I have frequented Steak 'n Shake for many years now, but I am extremely disappointed with my recent experiences at the restaurant. On New Year's Eve, despite being inside the store and trying to place an order, no one assisted me. When I finally called the store, they ignored my calls and then told me they were closed after a long wait. The next day, a similar situation occurred at the West Chester location where I waited in line for 25 minutes with no acknowledgment or signs of being open. After calling with no response, I decided to try another store where I could finally place my order. This happened to me again last night, causing frustration and wasting my time and gas. As a regular customer, I have been loyal, but these repeated incidents are making me consider taking my business elsewhere and advising others to do the same.

During our recent visit to the Steak and Shake location in Parma, Ohio, we were disappointed by the lack of attention and service provided. Despite the restaurant not being busy, we experienced a delay in getting seated and once we were seated, we were ignored for quite some time. The staff appeared disinterested and there was a sense of indifference among them. However, we must commend one exceptional waiter named Brian, who stood out for his excellent service. He was attentive, checked on customers regularly, and went above and beyond to ensure a pleasant dining experience. Brian's professionalism and dedication are truly commendable. Unfortunately, the overall attitude and service provided by most of the other staff members were subpar. It's disheartening to receive such lackluster service, and it has made us reconsider future visits to Steak and Shake establishments. We hope that the management addresses these issues to maintain customer satisfaction. Best regards, D.Schlegel from Parma, Ohio

My experience at Steak and Shake at [redacted] Linton Blvd, Delray Beach, FL [redacted] was very disappointing. The service during the midnight shift was unfriendly and unprofessional. The waiter got our order wrong multiple times, leading to a wait time of nearly an hour. The lack of hygiene in the kitchen, with employees not wearing hair nets and arguing loudly, was concerning. The confusion over the bill and to-go order only added to the frustration. In the end, finding hair in my shake was the last straw. The employee's behavior was rude when I tried to address the issue, making me feel uncomfortable and not heard. The accusation of stealing and the lack of accountability from the manager further added to the negative experience. Despite enjoying the food, this visit has convinced me to avoid any Steak and Shake locations in the future.

I visited a Steak and Shake location in Boardman, Ohio tonight. I ordered a bacon cheeseburger with extra fries and used the ketchup. After consuming the ketchup, my mouth started tingling, then my tongue and lips began burning. I shared the fries with my guests, and they also experienced a burning sensation. It turns out that someone had poured pepper juice into the ketchup bottle on the table. The manager offered more fries, but I declined due to the discomfort. I gave the uneaten hamburger to my daughter. At checkout, I expressed my dissatisfaction to the manager. I believe a discount should have been applied to cover the uneaten portion of my meal, but I was charged full price. Although I understand the person responsible for the incident should be held accountable, I believe I should not have had to pay for a meal I could not fully enjoy. I also realized the risk of leaving condiments on the table for numerous people to handle, especially in today's society.

I apologize for the inconvenience caused by the recent experience at S&S on [redacted] Pleasant Hill Rd Duluth, GA. I felt compelled to share the situation. The manager, Mohammed Sharif (Mgmr), incorrectly prepared my order and when questioned about upgrades, lacked knowledge of food costs. The server, Michaklilla Kinsey, disrespected me by yelling and screaming aggressively when I inquired about watching my shake being made. Despite being told where to stand, Ms. Kinsey approached me aggressively, reducing my space and insisting I call the police. When I raised concerns with Mr. Sharif about the employee's behavior, he did not address the situation. I found the lack of professional customer service and cleanliness disappointing. I was offended and perplexed by the entire experience. S&S is a reputable brand known for good food, but the poor customer service and kitchen conditions need urgent improvement to maintain the brand's integrity.