Steak and Shake Customer Service Issues

To whom it may concern at Steak and Shake, I am writing on behalf of Indiana University Dance Marathon [redacted]. As a corporate sponsor, your contribution would support the fundraising efforts for Riley Hospital for Children. Since fulfilling the Research Endowment Fund, all proceeds benefit the Wells Center for Pediatric Research and clinical programs at Riley Hospital. Your involvement would aid in financing pediatric research and clinical initiatives, impacting Indiana's children and families positively. I would like to discuss a tailored sponsorship package aligned with your company's objectives. I believe a partnership with IU Dance Marathon would benefit both parties greatly. If you are interested, I am available for a meeting or phone call to explore this opportunity further. For any queries, feel free to contact me at [redacted] or [redacted]. I appreciate your time and anticipate a mutually beneficial collaboration. Warm regards, Sarah Smith

Recently, my family and I dined at Steak and Shake in Grandville, Michigan before our flight to Florida. Despite my long-standing affinity for Steak and Shake, this visit was disappointing. Our food took an hour to arrive, and when it did, it was cold and overcooked. The chili appeared old and resembled paste. The waitress offered no assistance when we raised our concerns about the quality of the food. She did not address our cold burger, and the cashier struggled with basic transaction procedures. When I paid $20 for a meal that cost $12.44, the cashier initially returned $2 instead of the correct change. She then claimed to have charged me for two tickets when I only had one. The manager intervened, but the process took around ten minutes, leaving us with an unpleasant experience as we headed on vacation. Despite this, I will return to Steak and Shake, as I appreciate their food.

A few weeks ago, my husband and I visited the Steak and Shake in Livonia, Michigan, between 6 Mile Road and 7 Mile Road on Middle Belt Road. Despite not being very busy, the staff were disorganized and made mistakes with our order. We chose to go inside to see how things were being handled. We ordered the 4 for $4 Meal, but encountered several issues - the milkshakes were made early and sat out, the onion rings were missing, and we didn't receive the cookies that were part of the meal. Following this disappointing experience, I contacted customer service and was promised a call back from corporate within 24 to 72 hours. It has since been 10 days with no follow-up. The store has now closed for evaluation. I hope for a resolution soon and trust that Steak and Shake values their customers like us.

As a long-time customer of Steak and Shake, I have always enjoyed dining at your restaurants. However, since I have moved to a new area, the Steak and Shake near me has left me incredibly disappointed. The service at this particular location is appalling. The staff is consistently rude and incompetent, frequently leaving items out of orders. On two separate occasions, I attempted to order a shake only to be told that the machine was "broken." Tonight, after waiting for 15 minutes to place my order, I was once again informed that the shake machine was out of order. The repeated claims of a broken machine are disheartening considering the name of your establishment. This location's issues are driving customers away and in desperate need of improvement. I urge management to investigate, potentially replacing the manager and hiring more capable staff members to rectify these ongoing problems. The address of concern is [redacted] N Keystone Ave, Indianapolis, Indiana.

I recently visited the Steak and Shake drive-thru in Hilliard, Ohio on Fishinger Blvd last week and experienced significant delays. My first visit resulted in waiting 45 minutes for a burger and milkshake, making me late for work. Today, during my lunch break, I returned hoping to order chili. Unfortunately, after waiting over 20 minutes, I was informed they were out of chili. This left me with no food and a wasted lunch break. While I understand that items are made to order, the excessive wait times and lack of available menu items were frustrating. Patience wore thin after 45 minutes in the drive-thru and being told they were out of what I ordered after a 30-minute wait. -Feeling very hungry and disappointed with the service.

Hello, On Thursday night, April 18, [redacted], around 11pm, my five children and I visited Steak ‘n Shake in Cobb County, GA. We were with a group of about 14 people. Each person, including my children, received individual bills. At checkout around 12:20am on April 19th, the server combined some bills into two transactions. After leaving, I noticed that my total was higher than expected. Upon reviewing the receipts, I found items we didn't order were included, resulting in an overcharge of approximately $10. The server may have accidentally mixed up bills, leading to the overcharge. Although I paid with Apple Pay, I am requesting a refund in the form of a Steak ‘n Shake gift card due to the inconvenience. Thank you, Jennifer S. Duluth, GA

Yesterday, my partner and I visited the Steak and Shake located at [redacted] Fischer Park Drive in Louisville, Kentucky on April 21. We arrived around 4:00 PM and found the restaurant not very busy. Two ladies sat behind us, and the waiter quickly took our orders and theirs. Unfortunately, my wife received a Dr. Pepper instead of the Diet Coke she ordered. When she went to the restroom, I intended to inform the waiter but missed the opportunity. Meanwhile, another young couple was also seated. Sadly, they left without being served as no one attended to them. As time passed, the situation deteriorated as more customers faced neglect. A group with teenage girls waited to be seated, and a commotion ensued when they were advised to use the drive-through for faster service. Yet, some customers left due to the poor service. Another couple arrived later than us and were served promptly, which was the final frustration for us. After waiting for 45 minutes with no food or service, we decided to leave. Politely, I shared our experience with the manager, who seemed understanding. Despite my calm demeanor, no one in the establishment apologized for the inconvenience. I share this feedback with Steak and Shake, as we are loyal customers and believe they should be aware of this disappointing visit.

Hello, my family and I visited the Steak 'n Shake in Sterling Heights, Michigan on Sunday, April 28, [redacted]. When we arrived, we noticed a sign on the window stating that kids eat free on weekends for every $9 spent. Unfortunately, the tables were dirty, and we had to wait to be seated. After finally being seated, it took 15 minutes for our server, Victoria, to greet us. We confirmed with her that our daughter's meal would be complimentary with ours, but there were delays in serving our food. Our order sat in the window for 25 minutes, and my two-year-old daughter was getting restless. After speaking to another server, we received the fries, but the rest of our order took a long time. When I discussed the poor service with the manager, Lawrence, he was not able to provide a satisfactory explanation or adjust our bill for the kids' meal as advertised. Overall, I am disappointed with the false advertising and the subpar service at this location.

On May 1st, [redacted], around 3:30 p.m., at the Steak n Shake in Bradenton, Florida located at [redacted] Cortez Rd, [redacted], I placed an order to dine in. While waiting, I observed a cook handling money with gloves and then continuing to cook without changing them. I have raised this hygiene concern with employees repeatedly in recent months. Despite requesting to speak with an executive, I have only been contacted by the restaurant manager, Mark. Upon witnessing the unsanitary practice, I informed Mark and decided to leave as I don't want to risk getting ill from contaminated food. I plan to report these repeated unhygienic practices to the local health department and a TV station that features a segment called "Dirty Dining." The lack of cleanliness and the indifference of management are unsettling. I am determined to share my experience through various channels to bring attention to this issue. Amanda S.

I dined at the Steak & Shake in the San Antonio International Airport on Thursday, May 2, [redacted], at 5:23 pm. Despite waiting in line for 20 minutes to order, I was informed that the Steak Burger would take an additional 20 minutes, which I couldn't wait for due to my flight at 6:00. Opting for a regular burger instead, it arrived cold with cold fries and an unwanted tomato. Disappointed by the quality and taste, I ended up discarding most of the meal. This being my first encounter with Steak and Shake, I was surprised by the experience as I had heard positive reviews. I have the receipt and seek reimbursement for the unsatisfactory $6.48 meal. Unfortunately, there doesn't seem to be a Steak and Shake location in Minnesota.

I purchased $[redacted] in Steak and Shake gift cards for gifts, but my parents had a bad experience at the Bowling Green, KY location. During their last two visits, they faced long waits, confusion among servers, and poor service. I did not expect my friends and family to receive such treatment, and I am disappointed. I request that corrective actions be taken to ensure this doesn't happen again. If the situation is not addressed, I may have to ask for a refund and avoid supporting Steak and Shake in the future. Thank you.

My family and I visited the drive-thru on South Neil Street in Champaign, Illinois on Saturday, May 4th around 10:00 pm. It took 15 minutes to complete the two orders ahead of us. When I paid and received my change 10 minutes later, I was informed of a wait due to short staffing. After waiting for 48 minutes, I decided to go inside and request a refund for three milkshakes. Despite my complaints, the manager initially refused to provide a refund. Eventually, he arranged for a staff member to issue me a refund. During this exchange, I overheard him making a disrespectful comment. Despite my requests for a corporate contact number, I was only given an incident number by another employee. This level of service was unacceptable and has caused my family to reconsider dining at Steak and Shake in the future. I am disappointed by this experience and hope for a response soon. Thank you. Sincerely, Kathy H.

I visited the Steak and Shake in Smyrna, Tennessee on Nissan Drive with a coupon for the Wisconsin Buttery Steak burger and fries priced at $3.49. Upon placing my order and presenting the coupon, I was informed that they do not accept coupons for that particular burger despite it being specified on the coupon. Despite my attempts to clarify, the associate declined to accept the coupon without further investigation or asking to see it. I find it unlikely that a coupon tailored for that specific item would not be valid for some reason. I would have expected some form of compensation for the inconvenience, considering I made the trip specifically for that deal. I was disappointed by the associate's handling of the situation.

I have been a long-time fan of Steak n Shake, but the quality at my local Danville, Illinois, North Vermilion Street location has been declining. The cleanliness and service have both been lacking, although the cook does a great job. During my recent visit, the service was slow and disorganized, particularly with the coffee order. Despite requesting decaf, the waitress mixed regular coffee into the cup, causing concern as caffeine affects my health. The overall service was poor, and the staff seemed untrained and inattentive to detail, which has been a recurring issue during my recent visits. I believe better training and supervision could greatly improve the situation at this branch. This incident occurred on May 7, [redacted], between 7:15-8:15 p.m., with the waitress named Kaitlin. I hope these concerns can be addressed to save the reputation of this Steak n Shake location.

Hello, I wanted to inform you about a situation at your St. Louis location on Lindbergh and Mueller Rd near the Mobil gas station. There are homeless individuals living in the dumpster enclosure. The store is closed, so it might be a good idea to padlock it to prevent further access. I recommend having the police present if you decide to address this as the individuals seem questionable. The neighboring Mobil station is also experiencing problems with them. Should you need more details, you can reach me at [redacted]. - Mark

I recently visited your Eastgate Ohio location and waited for over 30 minutes for 2 milkshakes that cost just over $7. Upon reaching the window after waiting behind 6 cars, I was informed that the card machine was not working and cash was needed. Despite not having cash and expressing my frustration after the long wait, I was simply told they couldn't assist me. I believe better customer service could have been provided by at least giving me the milkshakes I had been waiting for, especially since I was running late for work due to the delay. It would have been more considerate if cash-only was mentioned upfront. I am disappointed by the lack of service and believe a gift card or the milkshakes I ordered would be a fair resolution, considering they were already prepared. Customer satisfaction is essential for any business, and situations like this can leave patrons feeling let down.

I went to the Steak and Shake in Huntsville, Alabama today at 1:35 pm. It's 2:21 pm, and my food still hasn't arrived. Milkshakes came in 5 minutes, wife's baked beans in 10, but our hamburger orders are missing. Why is it so hard to take an order, cook a hamburger, and be polite? I'm a veteran and still in the military. If I did my job like this, I'd be fired. This is the 3rd time I've had this experience here. Please don't send me a generic email apologizing. Just fix the problem.

I waited in the drive-thru line for 45 minutes only to receive the wrong order. Despite the cashier repeating my order correctly, I ended up with two garlic burgers and a small fries instead of what I ordered. The staff appeared distracted, engaging in playful behavior instead of focusing on their tasks. This lack of attention led to my incorrect order. I received the right drinks but not the right meals, which is frustrating. It's too late in the evening to go back and have it corrected, especially as I already wasted so much time waiting. Sadly, the food is going to waste as I can't consume garlic. I simply want a refund for this mix-up due to the staff's carelessness.

During a recent dinner outing with my wife and two children, we encountered an unpleasant experience with the staff member who took our order. Despite ordering food that was not inexpensive, none of the burgers were prepared as per our specifications. Upon returning the incorrectly cooked burgers, we were informed it would take an additional 30 minutes to rectify the order. Feeling that this was an excessive wait, especially with children, I requested a partial refund, which was denied. Frustrated, we decided to leave and have dinner elsewhere. We have frequented many Steak and Shake locations, but based on this negative encounter, we are considering not returning. I believe it is important to share this feedback to prevent similar experiences for others. Thank you for your attention to this matter.

My name is Deontae Thompson, and I work as a chef at Steak N Shake in Regency, Jacksonville, FL. I recently received a 7-day suspension from Manager Whitney without any prior communication between us. Today, July 3, [redacted], at 6:17 pm, I received a call from Manager Dawn asking about my absence. When I explained that I was following Manager Whitney's instructions to return on Saturday, Manager Whitney abruptly told me not to come in at all and hung up on me. This behavior was highly unprofessional and unfair, as she previously suspended me and had instructed me to return on July 6, [redacted]. I feel misled and wronged by this situation.