Steak and Shake Customer Service Issues

My wife, grandkids, and I recently dined at a steak and shake restaurant in Frankfort, KY. I must express my disappointment at the lack of cleanliness in the store and the slow service we experienced. The food we were served was also cold. This is not the first time we have encountered these issues here. The dining room floor was dirty, with visible trash and food particles that seemed untouched for a while. We ordered milkshakes, three burgers with fries, two chicken dinners with fries, and four drinks. If the management is interested in improving, they need to perform a thorough deep cleaning. Feel free to reach out to me at [redacted] or email me at [redacted] Thank you. - TP, [redacted] Village Dr, Frankfort, KY [redacted].

We had an inefficient seating experience at the restaurant. The hostess, who dressed in all black, was socializing with customers instead of seating guests promptly. She had long hair that was not tied back or covered while handling food. The waiter station next to us was audible, and we overheard complaints about an employee named "Daisy" not fulfilling chili orders. Our order was not served on time, so we opted for takeout. Although our waitress was efficient, she loudly addressed a cook about the delayed order, and the conversation was easily heard. The manager's lack of management skills was evident as they discussed staffing issues loudly within earshot of customers. The food was tasty but management was lacking. There was a competent young blonde woman managing multiple tasks efficiently, including seating guests and managing tables, showing excellent work ethic. She should be considered for a managerial role given her high level of dedication.

My friend and I visited the restaurant on Friday afternoon. We placed our drink and food orders, but the process was slow, and we received the wrong drinks as well. Unfortunately, the food was only warm, and we found the restaurant to be quite dirty with a littered and unmopped floor. Upon leaving, we noticed a lot of food on the floor in the cooking area, which was concerning. This is not the first time we have dined here, and every time the dirty floors and unclean cooking area seem to be a recurring issue. The milkshakes appeared to have an artificial flavor. I am disappointed with the service and the overall appearance of the restaurant. Please contact me soon via phone or email to address these concerns. - Tommy Poole

I wanted to bring to your attention the unpleasant experience I had at the Steak and Shake at the Galleria in Charlotte, N.C. Today, while at the drive-through, I noticed a sign on the intercom with their upcoming closure times. Despite waiting for someone to take my order, I received no response. When I drove to the window to inquire, the employee, identified as Elizabeth R., reluctantly took my order, yet insisted I use the intercom next time. Her demeanor was unprofessional, and she made me feel unwelcome. I expressed my disappointment about the lack of communication through the intercom, which only worsened her attitude. Feeling disrespected, I opted not to place an order and instead visited Wendy's across the street. Such behavior from an employee should be addressed as it can drive customers away from your establishment.

Last night, I ordered 2 steak burgers with fries, but when I got home, only one order of fries was in the bag even though I paid for two combos. I contacted the [redacted] Gunbarrel rd location to address this issue. The manager, named Casey, placed me on hold for 5 minutes and then forgot about me. When I called back, he offered a free order of fries on my next visit after I provided my name. This experience left me feeling frustrated and dissatisfied. As a paying customer, I believe the manager should have handled the situation more professionally. I have the receipt and a record of the call as evidence. It was 11:49 pm, and there were no other customers at the drive-thru, so I am puzzled about what else could have been occupying his attention. I am disappointed with how this was handled. Thank you for your attention to this matter. Sincerely, Elliot O.

I wanted to make my birthday special with a to-go order while on the road. It took more than 10 minutes to place my order as the lady at the counter was chatting with friends. It got worse when the receipt showed my order at 6:27, but we didn't get our shakes until 7 PM. I waited over 30 minutes for 4 shakes costing $15.69. After multiple inquiries, the shakes were finally made. However, I received the wrong shakes and they were missing straws. One of the shakes I paid for, Strawberry Chocolate, tasted spoiled. This ruined my birthday treat. I regret not asking for a refund or speaking to the manager. It was a disappointing experience at Store #[redacted] on 3/10/19 at 6:27 PM.

I had a disappointing experience with Uber Eats recently. I placed an order for a fresco melt with fries and a cheese cup, while my husband ordered a double burger with fries, a cheese cup, and an Oreo and cream shake. Unfortunately, when the delivery arrived, the shake was missing, along with both orders of fries and cheese cups. Despite trying to reach the 24-hour restaurant, my calls went unanswered. I understand the challenges of working in a busy restaurant, but as a customer, I expect to receive the correct items. Frustrated by the lack of response over the phone, I am reaching out via email in hopes of resolving this issue. Thank you for your attention. - Disappointed Customer

I dined at Restaurant #[redacted] on 3/14/19. My order number was [redacted], and I was accompanied by my parents. My dad ordered chicken fingers with french fries, while I had a triple hamburger with fries. Unfortunately, the chicken fingers had a stale coating and were dry. Similarly, my mom's sandwich had an unpleasant crust. I addressed this issue with Anthony W (AJ) and the manager at 2:34 pm. It reflects poorly on the kitchen when such issues go unnoticed before serving the food. I believe it is not the server's responsibility to check the food quality before delivering it to the customer. Could Steak'n Shake, being a large business, afford such oversights by the chef? My server, AJ, acknowledges my concerns.

I recently dined at your Huber Heights Ohio location on Saturday, March 16th, [redacted], and unfortunately, it was quite a disappointing experience. Upon arrival, the hostess seemed unresponsive. We were seated without silverware and waited 20 minutes before a server acknowledged us. The server took another 45 minutes to bring our drinks and we waited even longer for our food, which arrived cold. My wife received the wrong order and when we addressed the issues, the manager apologized but mentioned they were short-staffed. The lack of customer service and cold, unappetizing food left us extremely dissatisfied. Despite the meal being comped, I could not bring myself to stay any longer in such an unpleasant environment. This experience has deterred me from returning to Shake and Mistake in the future.

My family and I visited Steak and Shake location No. [redacted] for dinner tonight on 3/16/18. We were promptly seated, but it took 15 minutes for a server to acknowledge us. After placing our drink order, it took 20 more minutes for our drinks to arrive. The server seemed distracted, frequently glancing at our table and then at his phone. Our food took an additional 20 minutes to come out, and it arrived cold. We opted not to send it back to avoid a prolonged wait. The table next to us, seated for only 10 minutes, left without ordering likely due to the slow service. I have experienced poor service here before and had hoped for better tonight, but unfortunately, that was not the case. I believe some form of reimbursement for our meal is warranted.

I visited the Steak and Shake drive-through on Plainfield Road in Joliet, Illinois. I waited 20 minutes as I was told by the manager to wait for him to take my order. After no response, I went inside and spoke to an older assistant manager who didn't have a name tag. He was unprofessional and rude, stating they were short-staffed which was causing the delay in preparing shakes. Despite my simple order of two shakes, an American classic burger, and fries, I had to leave without getting anything due to the poor service. This experience was unacceptable, especially when trying to grab lunch during my limited break time.

Tonight, I had the worst restaurant experience ever! We waited for over 10 minutes to be seated, all while multiple employees stared at us. It took over an hour to get our food, with people who arrived after us getting served first. Despite repeatedly inquiring about our order, we were assured it was coming. When the food finally arrived, my kids received their meals long before my husband and I did. By the time our food came, my toddlers were done eating, making the dinner stressful on top of being aggravated by the long wait. My order was incorrect, I had to ask three times for sauce, and we were given the wrong drinks. Due to our restless toddlers and the absence of our waitress, I ended up paying the bill and requesting a takeout box. When I returned to the table after paying, all our food had been cleared away. It's extremely frustrating to wait over an hour for food only to have it taken away within minutes. Despite loving Steak 'n Shake in the past, this experience was completely ridiculous.

Hello! I visited the US19 location today around 11:35-11:40 and paid with cash. I ordered two chicken tender kids meals, one chicken tender 4 for 4, and a hamburger 4 for 4 meal. Unfortunately, we did not receive a receipt to add points to my order, and we also did not receive the cookies that accompany the meals. My kids were disappointed as they love your cookies and were really looking forward to enjoying them since they are always delicious and soft. Despite the long wait, we were fine with it as we expected the food to be good; however, our fries were extremely cold due to the extended wait. I simply wish to have my points added and receive the cookies that we paid for but did not receive.

During my visit to a venue on the [redacted] block of Capital Circle NE in Tallahassee, FL, the service was severely lacking. Despite the busy atmosphere, customers waiting to be seated were not acknowledged, those at the register were ignored, and even seated patrons experienced long waits for their orders. The manager seemed overwhelmed, serving beverages instead of managing the situation. This poor service led to several customers leaving, including our group and those at the register who ended up walking out. It was a disappointing experience overall. The staff should have at least acknowledged the waiting customers and apologized for the delays. It is evident that the manager and staff at this establishment would benefit from additional training to improve the customer service at this location.

My family and I stopped at the Martinsville, Indiana Steak and Shake drive-thru and ordered five of the 4 for $4 meals. Unfortunately, none of the meals came with cookies as advertised. When I inquired inside, I was informed they were out of cookies and would not provide a substitute as they were free items. Despite the receipt indicating the cookies, the manager explained they weren't part of the deal. While I can go without a cookie, my four children were disappointed, especially my four-year-old. This experience tarnished my usual positive view of Steak and Shake. Mistakes happen, but the handling of this situation was disappointing. It's evident why this location lacks customers. It's crucial for businesses to uphold their standards and provide accurate information to customers.

I visited your restaurant at [redacted] E, FL-[redacted], Altamonte Springs, FL [redacted] and had an unpleasant encounter with your staff member, Andrew J. On a Sunday morning around 5 AM, I ordered a burger and waited for almost 8 minutes without receiving my food. When I requested a complimentary drink due to the extended wait, Andrew refused and closed the window on me, using inappropriate language. After asking for a refund, it took an additional 5 minutes for another employee to refund me. Unfortunately, I had to go to a nearby McDonald's as the service was unacceptable. This experience was incredibly disappointing, so I feel it is important to share my review.

I had a disappointing experience at your restaurant on [redacted] E, FL-[redacted], Altamonte Springs, FL [redacted] due to the poor service provided by employee A. Johnson. I visited on a Sunday morning at 5 AM and ordered a burger. After waiting almost 8 minutes without receiving my food, I returned to the window and requested a complimentary drink due to the wait. A. Johnson refused this request and closed the window, using inappropriate language towards another staff member. When I requested a refund, I had to wait an additional 5 minutes for another employee to process it, with still no food in sight. Unfortunately, I chose to go to McDonald's instead. This experience was disappointing, and I felt compelled to share my feedback to encourage better customer service training for your staff.

I had a disappointing experience at your restaurant on [redacted] E, FL-[redacted], Altamonte Springs, FL [redacted]. During my visit, I encountered poor service from an employee named Andrew Johnson. On a Sunday morning at 5 am, I ordered a burger and waited nearly 8 minutes without receiving my food. When I asked Andrew for a complimentary drink due to the long wait, he refused and rudely closed the window, using inappropriate language with another employee. After requesting a refund, it took an additional 5 minutes for another worker to return my money, with still no food ready. Disappointed by the service, I chose to go to McDonald's instead. This experience was extremely unsatisfactory, prompting me to share this feedback in hopes of improving customer service training for your staff.

While waiting in line at the drive-thru today, the car ahead of me abruptly left causing a delay. When it was finally my turn to order, the employee assured me they would be right with me but it took them a total of ten minutes to take my order. Despite my attempts to get their attention, I was ignored until a female employee finally responded, explaining they were short-staffed. Although I understood their situation, I found the service to be subpar. Waiting for ten minutes without any assistance or acknowledgment is simply unacceptable. Perhaps they could consider hiring more staff or temporarily closing the drive-thru to better manage the workload.

My husband and I had a disappointing experience at location [redacted] for lunch on 3/26. The place was chaotic - with only one person attending to tables, dirty tables, staff goofing off, and a backed-up drive-thru. Two tables of guests even left due to lack of service. I had to refill our drinks myself due to the lack of attention. When we tried to pay, we waited 10 minutes at the counter, along with two other customers. Our previous visit to this location was similarly understaffed. We also attempted to visit the Georgesville SQ location, which was a disaster. Employees were openly engaging in inappropriate activities like making drug deals in front of customers. As someone with a background in management, I am shocked at how poorly these locations are being run. I hope these issues can be addressed as we enjoy the food quality, but the overall atmosphere was lacking. It's fortunate we didn't have our grandson with us during this visit.