Steak and Shake Customer Service Issues

I regret to report a disappointing experience at the Steak n Shake located at [redacted] Hwy 64 in Memphis, TN, on Monday, February 4th. The restaurant was exceptionally unclean, with the restroom in a deplorable state, overflowing with toilet paper and faulty sinks. The overall cleanliness of the establishment was poor, with grease and dust covering ceiling tiles, especially over the food prep area. The serving of a small bowl of Chili 5 ways was unsatisfactory, as it looked unappetizing, seemingly served in dirty dishware, lacking the promised meat and cheese, and served cold without any accompanying saltines. Despite the waitress providing excellent service amidst the chaos, the management and other staff were unhelpful and indifferent. A glass of water with lemon was tainted with black spots on the lemon rind, which was concerning. Our total bill was $35.00, and we left a cash tip for the waitress, acknowledging her efforts during our disappointing visit. As a retired member of the U.S. Air Force, I have frequented many Steak n Shake locations, but if this had been my first visit, it would have been my last.

I visited the Steak and Shake at [redacted] on Friday, 2/8/19, at the State Rd [redacted] Greenwood IN location. Initially, my wife and I were seated, but no one came to take our drink orders for quite some time. I assumed they were waiting for the rest of our group to arrive. Even after 15 minutes, with the entire group there, we were still ignored. I finally approached the counter and asked to speak to the manager. When she responded rudely, I expressed my disappointment at the lack of service. The manager's dismissive attitude made us feel unwelcome, so we decided to leave. It's important for a company's managers and employees to treat customers with respect.

My partner and I stay at a hotel near Steak 'n Shake [redacted] on Commerce Drive in Lake City, FL, so we frequently call in or order online from there. Usually, our experience is good. I recently completed a survey for this location before making my order at 9:28 am today. The order was paid for and supposed to be ready by 10 am. However, when Jeffrey P. went to pick it up on time, he had to wait half an hour, making it an hour from when we ordered. While he waited in the lobby, I called the store to inquire about the delay. A female employee mentioned the manager wouldn't be in until 11 am. When I mentioned my boyfriend waiting, she responded rudely. Another woman claiming to be the manager came on the line. I asked for the employee's name to report the incident, but she avoided giving it. She simply repeated, "What can I do for you?" When I explained, she didn't address the disrespect. She only sarcastically apologized. I mentioned their ongoing service during our wait and suggested a refund, but she couldn't assist and ended the call. Is this how loyal customers should be treated?

I had an unpleasant experience at your Veterans Highway location. I ordered a bacon, egg, and cheese biscuit, a sausage, egg, and cheese biscuit meal, a strawberry shake, and a coke through the drive-thru. Despite being second in line, the 18-minute wait was disappointing. When I reached the window, I was asked to change the biscuit to a bagel due to a shortage. The food quality was poor, as the biscuit was greasy, the shake lacked a cherry, and the coke was diet instead of regular. The service was slow and frustrating, leading me to feel that my money was wasted. I seek a refund of $13. My ticket number is [redacted], and the order number was [redacted]. I won't be returning to Steak and Shake and won't recommend it to others.

I had a terrible experience at this SNS location. I called ahead to order my food to avoid waiting long. When I arrived, the employee at the register had no clue about my phone order and had to get the manager, who found my receipt right in front of her. Even after paying, I waited another 20 minutes before anyone acknowledged my presence. The manager finally noticed me and handed me my order which had been sitting there for a while. He was unhelpful and did not even apologize for the delay. Additionally, I witnessed the manager burn himself while handling a bottle of mayonnaise that looked like it had been sitting in a warmer for a long time. He still insisted on using it. This whole experience was unacceptable, and I will not be going back there.

I want to start by saying that I enjoy your food, but I have to address the lacking customer service experience. The wait times to be seated and for service are usually too long, and I believe a restaurant should operate more efficiently. However, during my visit to the Steak and Shake in Brunswick on Saturday, Feb 16, I encountered not only poor service but also a dirty environment. Upon being seated, I noticed that my feet were in a spilled milkshake, which was quite disappointing. The lack of attention to cleanliness was apparent, and it was disheartening that no staff member addressed it. Sadly, we decided to leave as no one came to serve us. This experience has left me disheartened, especially since we also visit the Fairlawn location, which although not as bad, still has slow service. It's unfortunate because your food is great, but I am hesitant to dine at your establishments again.

I visited the S&S in Aurora, Illinois near the mall around 9:15 PM on 2/20. After placing my order at the drive-thru, I experienced a lengthy wait before getting my food. I ordered a single burger with fries and a coke, specifying only ketchup and cheese for the fries. The total came to $6.01, which I paid for with a credit card. Despite not receiving a receipt, I was handed my drink and asked to pull over to wait for my fresh order. Unfortunately, when I received my food, the cheese sauce was only half full, the fries were old and greasy, and the burger was lukewarm with a cool bun. This marks my third disappointing visit to this location, leading me to reconsider my loyalty to this establishment. Thank you. - Suzanne D.

I am Joseph King, and I want to share my experience at a store in Coral Springs, Florida, on State Rd. 7. Whenever I visit this location, I consistently wait 45 minutes to an hour at the drive-through. I have witnessed multiple cars leaving the line due to the long wait, which is disappointing. It is surprising to see a reputable brand like Steak ‘n Shake operate in such a manner. This store's service has been consistently poor for the nine years I have lived in the area. I am unsure if this store is corporate-owned or a franchise, but its performance is definitely reflecting poorly on the Steak N’ Shake brand. The store is not only harming the brand's reputation but also potentially losing customers and revenue. Thank you.

I recently visited Steak 'n Shake and encountered several issues. After waiting for 30 minutes, I ordered a Portobello Mushroom burger, onion rings, and sugar-free iced tea with a complimentary milkshake for my birthday at 1:40 pm. Upon reaching the register, I discovered they were out of onion rings. When I got home, the fries were cold - supposedly my "replacement" for the missing onion rings for which I had paid extra. Disappointingly, the iced tea contained sugar, which is problematic for me as a diabetic. Although I appreciated the birthday milkshake, the overall experience was subpar. This mix-up is particularly frustrating considering it was my first time encountering such issues at Steak 'n Shake. I am displeased with being charged incorrectly, receiving substituted items, and the error with the sugar in the iced tea. My receipt number is [redacted]. The service I received was entirely unsatisfactory, and I am hesitant to return to the establishment, especially when faced with a $9 incorrect order.

I ordered a #14 combo meal and a shake at the drive-thru. The receipt shows I arrived at 4:15 p.m. with 3 cars ahead of me. By the time I reached the window at 4:43 p.m., the staff member didn't communicate, just handed me the shake and processed my payment quietly. Upon realizing my order was incomplete, I informed her about the missing item, and she corrected it without verbal acknowledgment. However, when I checked the bag, I discovered that my cookie was also missing, and my shake had melted. It seemed like the staff member was quite tense, likely due to the rush of customers.

During a recent visit to the Steak and Shake in Clermont, FL, my husband and I encountered some issues with the service. Upon entering, there was a lack of seating staff, and the existing employees seemed preoccupied with personal conversations instead of attending to customers. Eventually, a manager seated us, but we noticed many dirty tables that remained uncleared. Despite some service shortcomings, our food was enjoyable when it arrived. However, there were mix-ups with our side orders, which we ended up having to take to go. Although our milkshakes were served promptly, we observed discrepancies in the timing of service for other patrons. Additionally, there were concerns regarding an employee's attire not meeting health code regulations. While the establishment offers a great milkshake happy hour, the overall service quality at this location needs improvement before we consider returning. I must highlight a particular waitress, a long-haired blond, who appeared to be handling multiple tasks efficiently amidst the chaos. She deserves recognition for her hard work.

My fiancé always compliments your food and shakes. Despite never eating at your restaurant before, I decided to try one of your shakes while on a trip, and I was impressed! However, during a recent journey from Pennsylvania to Illinois and back, we experienced dreadful customer service at three separate Steak 'n Shake locations in Indianapolis, IL on February 24th, around 2:30 am. At the first spot, we were turned away since the shake machine was being cleaned. The second location wouldn't let us dine in, and we waited 40 minutes in the drive-thru only to be told we had to wait longer due to a shift change. Finally, at [redacted] Michigan Rd, Indianapolis, IN [redacted], the employee at the drive-thru was rude and refused to make shakes, displaying annoyance when we requested to speak to a manager. I was shocked by the poor treatment we received, especially since Steak 'n Shake is known for its milkshakes and operates 24/7. These incidents with multiple employees at different locations need to be addressed promptly to avoid losing more customers due to inadequate customer service.

On March 1st, myself and two friends visited our local Steak and Shake. It took around five minutes to be seated despite available tables. The waitress took her time clearing a table before seating us. When she finally approached, she mentioned she would be with us shortly, which ended up being another five minutes. After ordering just water and a sundae at 8:23pm, we were informed at 8:49pm that the sundae was ready, served in a to-go cup which wasn't requested. The water and a spoon were missing, and when requested, they were brought haphazardly. The sundae turned out to be a cup of plain vanilla ice cream with a few frozen strawberries on top, whipped cream, and a cherry. The overall experience was marred by unfriendly staff, unprepared food, and poor service which left us with no intention of returning to this location. Previous negative experiences shared by my friends from years ago were consistent with our own. The unprofessional behavior I witnessed from the manager and the disorganized operation further solidified our decision to not revisit.

We have visited this Steak and Shake location multiple times due to its proximity to our home, but it has consistently disappointed us. Countless times the drive-thru has been closed when we attempted to use it. Finally, when we managed to use it today, the service was incredibly slow, with a ten-minute wait for three hamburgers. Furthermore, my husband’s meal was missing items that were supposed to be included, such as the cole slaw, cookie, and a different type of burger. To make matters worse, a long hair was found in the hamburger, leading us to lose our appetite entirely. This experience has solidified our decision to never return to this location, as there are plenty of other dining choices available to us.

I recently dined at the Murfreesboro TN location with my family for lunch. The experience was satisfying, and as a token of appreciation for the waitress' excellent service, I left a 35 percent tip. After paying the bill, I handed the tip directly to the waitress to ensure it reached her. However, on my way out, I was unexpectedly stopped by an employee who instructed me to wait without offering an explanation. I later overheard a conversation between the employee and, presumably, the manager regarding a tip theft accusation. Despite their investigation revealing my innocence, I received no apology or clarification. As someone who frequently travels for work and enjoys dining at Steak 'n Shake locations nationwide, this situation has left me disheartened. Unfortunately, I have decided not to return as a customer due to this incident, despite previously enjoying the service. Thank you.

Yesterday, I visited Steak and Shake in Livonia, Michigan with my friends. We arrived around 12-1 PM. I ordered a chocolate banana milkshake, a BLT without mayo, and large Cajun fries. The total came to $10.04. I paid with a $50 bill and received $39.96 in change. Leaving a $2 tip, I had $37 remaining in my wallet when I accidentally left it at the store. Upon calling, they confirmed someone found it, and I picked it up. However, upon reaching Dearborn Heights and trying to buy water at 7/11, I discovered all $37 was missing. Although my cards and driver's permit were untouched, the cash was gone. As a low-income student needing the money for important school fees, like my AP Exam payment, due by March 15th, this loss is significant. Despite not knowing who took the money, the waitress named "Tatiana" served us. It's concerning as the situation may not be easily resolved considering potential denial from the person responsible. Any guidance on how to address this issue would be greatly appreciated.

I waited for 22 minutes in the drive-thru for my order. I was second in line with 5 vehicles behind me. After finally calling the restaurant due to delays caused by two large parties inside, I received my order 8 minutes later at the window, finding the burger cold and missing the fries from the snack pak I ordered. Not wanting to wait longer, I left without addressing the issues further. Despite the explanation of the large parties, the restaurant had fewer cars in the parking lot upon my departure, making the long wait seem unnecessary. The management at this Steak and Shake location on Vista Way in Garfield Heights, Ohio, needs further training and possibly relocation to improve service quality. Dealing with a drive-thru for 30 minutes overall is unacceptable for any establishment.

Today, I visited Steak and Shake and decided to use your mobile order service for some shakes. Unfortunately, when we arrived, our order wasn't ready, and we had to wait over 15 minutes. My peanut butter shake, when finally received, tasted terrible like spoiled milk. It was also not filled properly and mostly covered in whip cream. The spoiled milk taste was so bad I couldn't finish it. Luckily, the second shake was okay for my sister. I was truly looking forward to enjoying the shakes but ended up very disappointed with this experience. I am upset about spending money on what I had hoped would be a delicious shake. Now I have a half cup of milk that I can't consume. I kindly request a refund for the spoiled shake. This incident has made me uncertain about using your services in the future.

I'm Jeremiah G. from Indianapolis, Indiana. Last Friday night at Steak and Shake on Madison Ave, my roommates and I had a disappointing experience. We were seated after a slight delay, and the waiter, Santiago, got our drinks wrong twice. The staff seemed distracted and our food order was mixed up. The service was slow, and my meal had a hair in it. When I asked to speak to the manager, he was dismissive, offering a free meal but handling the situation poorly. I am a loyal customer of Steak and Shake and was shocked by the treatment we received. I hope this feedback reaches the right people for improvement.

Hello, my name is Ryan, and I am a big fan of Steak and Shake. My absolute favorite there is the garlic burger. Unfortunately, I now live far from a Steak and Shake in New Mexico. The nearest locations in Arizona don't offer the garlic burger. I would love for them to open a branch in NM, but I'd be just as thrilled if they could add the garlic burger to the menu at the closer restaurants. It would make me so happy!