Steak and Shake Customer Service Issues

I was alarmed by the lack of COVID-19 protection measures at this location. During my visit to the drive-thru, I observed that all three employees were wearing masks, but none of them had their noses covered, rendering the masks ineffective. Furthermore, the employee handling my phone with a coupon did not wear gloves, nor did she sanitize her hands before taking my phone, which had been exposed to previous drive-thru orders. The same employee then handled my credit card without sanitizing her hands. To make matters worse, she also handed me the receipt, having handled various items and money from previous orders, and placed it on top of our uncovered fries in the bag. I am concerned if this is the standard practice at your establishment.

Hello, I attempted to order the special for a shake, double burger with fries for $*. However, I encountered issues with the ordering process. Despite this, I proceeded with accepting the given price. Additionally, when I went to pick up my order at the Stonecrest location, there was a delay in response to my call, and the food was not as expected. I had ordered a triple burger but received a different item instead. Unfortunately, my attempts to address these concerns have been unsuccessful. I am seeking either a refund or two complimentary meals to make up for the inconvenience I experienced.

On June 22nd, around 8:20, I visited the drive-thru at Steak and Shake on McHenry ([redacted] N Richmond Rd). I ordered a hot dog meal with a shake and a triple stack with a Sprite. Unfortunately, the triple stack only had one patty and the hot dog only had ketchup and a small amount of mustard. Although the hot dog issue was minor, I called to request a refund or exchange for the incorrectly made burger. During the call, I expressed my frustration, which seemed to alter the employee's demeanor when I asked for a refund or exchange for the correct burger. While inquiring further about the refund, the "manager" rudely referred to me as a "bitch who should complain on Yelp" before I requested to speak to someone else.

On June 22nd, around 8:20 p.m., I went through the drive-thru at Steak and Shake on McHenry ([redacted] N Richmond Rd). I ordered a hot dog meal with a shake and a triple stack with a sprite. Unfortunately, the triple stack only had one patty, and the hot dog had minimal mustard and only ketchup. While the hot dog issue was minor, I called upon realizing the incorrect burger to request a refund or an exchange. Initially upset when speaking to the staff, my tone likely didn't convey my frustration effectively. However, the tone shifted drastically when I inquired about a resolution. I was even insulted by the so-called "manager" who suggested I complain on Yelp instead. I am now seeking a refund or replacement for the incorrectly prepared meal.

I placed an order on the app today, 8/17/20 at 4:49 PM for pick-up. When we arrived and called the number provided, there was no answer. We were there before the 5:11 PM pick-up time but had to wait in line at the drive-thru instead. Upon receiving our order, we noticed cheese was missing from the fries and the pricing was incorrect. I was also supposed to receive a free shake and discounted shakes which were not applied to the order. I tried calling the provided number to reach the manager but the call kept disconnecting. This experience was disappointing, especially since it was for my grandson's birthday celebration. The location was [redacted] S University Drive, Davie FL. I would like a refund and compensation for the inconvenience and errors in my order. - Donna B.

On September 1, [redacted], Good afternoon, I am a long-time patron who frequents your restaurant every week. My birthday was last Wednesday, August 26, [redacted]. It appears that I have not received my usual annual birthday rewards as I did not receive them this year. Despite sending multiple emails last week, I did not get any response from customer service. My name is Richard S., and my contact information is as follows: [redacted] NW [redacted] Ave, Sunrise, FL [redacted]. You can reach me at [redacted] or through email at [redacted] I am hoping that someone could get in touch with me to discuss this matter and ensure that I receive the annual birthday reward that Steak n Shake typically provides. Thank you for your attention to this issue. I am looking forward to your response, and your assistance is greatly appreciated. Please feel free to reach out if you have any further inquiries. Best regards and stay safe, Richard

Concern Regarding Store [redacted] in Clarksville, Indiana I would like to address an incident that occurred while my fiance and I were picking up a Doordash order at store [redacted] in Clarksville, Indiana yesterday. We arrived at 9:15 pm to collect the order and had to use the drive-thru despite the Doordash app's instructions to wait. The customer requested 4 packets of honey mustard through the app. When I requested these packets from the drive-thru attendant, she stated they were 30 cents each. I inquired if we could have at least 2, but she declined impolitely. I then offered to pay for them, but she refused, wrongly interpreting my actions as tossing money at her. I then asked to speak to the manager, who claimed to be her. After a back-and-forth, I finally managed to purchase the honey mustard after a delay. Despite offering a tip, the encounter left my fiance feeling uncomfortable. The associate's name on the ticket was Kendol M, dated 9/22/[redacted] at 9:26:48. We are not seeking compensation but rather a simple apology.

I am currently working at the Steak 'n Shake in Joplin, Missouri, and I am facing many issues there. The manager, Ashley Ridout, frequently blames me for things I did not do and treats me poorly. Some of the production workers are lazy, taking frequent smoke breaks while I am left to handle all the stations alone. There are cockroaches in the store, health code violations, and safety hazards like a malfunctioning dishwasher that caused injuries to employees, including Katrina Schultz. Management has not taken proper action despite being informed multiple times. The disregard for employee well-being is concerning, and I urge corporate to intervene to improve the situation. Thank you.

I recently used Steak 'n Shake's online ordering for delivery, but my order arrived missing 2 fries. When I called the restaurant, they requested I go there to rectify the issue, which defeats the purpose of delivery. They promised to provide me with the missing fries "free on them" next time, but I had already paid for them. They suggested contacting the delivery service, even though I ordered directly from the restaurant's website. The delivery service couldn't assist as I hadn't placed the order through them. I paid a delivery fee plus a tip for incomplete items in my order. I am a frequent customer and believe I should receive what I paid for. The offer of future "free" fries is not satisfactory, as I needed them with my initial order. I am requesting a refund of my delivery fee.

I made a purchase of $19.57 at store number [redacted]. I had to go inside and ask for my receipt, but they did not give it to me. Later, I went back to ask for more soda because we ate outside as we were on a trip. The manager, Donald A, whose name is also on the receipt, told me that if I wanted more soda, I had to pay for it again. I have been eating at your restaurant for almost a year, and I have never been told that if I wanted more soda, I had to pay for it again, especially not in the way he said it.

Hello, I'm Brian T. McVey from Skipcart, a delivery service in the Olo Network. I would like to explore how our driver network can support your business. Skipcart is an on-demand delivery service that focuses on connecting drivers with restaurants. We are not competitors, do not run a marketplace, and solely provide delivery services. With a commitment to delivering food in under 35 minutes, we aim to enhance your delivery experience. By being integrated with OLO, adding Skipcart as a delivery service provider in your OLO dashboard is seamless. Once enabled, you can receive delivery quotes in areas where our drivers operate. For further discussions on topics like pricing, pilot programs, or additional details, feel free to reach out. Kindly forward this information to the relevant person managing digital services or delivery service providers in your Olo Network. Thank you, Brian T. McVey, MAP Sales Development Representative

I encountered a frustrating experience trying to contact Steak N Shake. After several unsuccessful attempts to reach my local restaurant by phone, I attempted to place an order online. Unfortunately, upon arriving to pick up my order of chili Mac and cheese fries, I was informed that they were unable to fulfill the chili Mac due to a lack of noodles. The staff mentioned a prolonged unavailability of this item which raised some concerns. I questioned why noodles were not restocked promptly, especially since they are commonly available. Despite my prepayment for the order, I was not offered an alternative or a refund on the spot and was directed to call an unknown [redacted] number for a refund. The lack of communication and unavailability of the requested item at the Valdosta, Georgia location on Saint Augustine Road was disappointing. The customer service experience highlighted organizational issues and a failure to provide adequate support and resources to the staff.

On 8/20, my family and I visited Steak and Shake in Zanesville, Ohio. We ordered 4 large value meals, a kids meal, and 5 milkshakes. However, at the drive-thru, we received only 2 large value meals and the other two were medium, along with medium fries. The kids meal was incorrectly packed without kids' fries, disappointing my 6-year-old daughter. Instead of 5 milkshakes, we were given 6 shakes, all of the wrong flavor. When we addressed the mistakes, the associate, who claimed to be a manager, was rude and argued with us, insisting we were mistaken. They even wanted to charge us extra for the correct drinks. Despite the errors, we accepted the food and left. I feel cheated and disheartened by the experience and do not plan to return to the Zanesville location due to the poor service received. Additionally, all our sandwiches were flattened. I hope they improve their service and honor what customers pay for in the future.

I attempted to place an order through the app using a gift card, but it kept saying the transaction wasn't successful. I attempted other payment methods like Apple Pay with various cards and different debit cards, all resulting in the same incomplete order message. Interestingly, although Apple Pay showed it was successful, the app still wouldn't process the order. It appears that I was charged every time I tried a different payment method, resulting in multiple charges and eventually using up the gift card balance.

On March 17, [redacted], I made a $20.53 order for delivery on the Steak 'n Shake website. Unfortunately, it was never delivered, and I received an email stating delivery was canceled for Order #[redacted][redacted]. The email instructed me to contact OVERTON RIDGE BLVD at [redacted] for more information. Despite checking the website and attempting to contact the store without success, the payment was still deducted from my account. I was advised to contact a disabled toll-free number. If I don't hear from them by tomorrow, I plan to share my experience on review sites like Google and Yelp. I am extremely disappointed by the lack of customer service and demand a refund. Thank you, Donna M. from Fort Worth, TX.

I was dissatisfied with the ordering experience today at Steak n’ Shake. I typically order chicken strips wherever I go, and their chicken strips have always been my favorite. Even until recently, they remained my top choice. However, when I tried to order today, I couldn't find the chicken strip meal on the kiosk menu. After asking an employee, I learned they were being removed from the menu. Since I only wanted chicken strips, I decided not to order. Removing them is a poor choice as some people don't like burgers and kids often prefer chicken strips. Many others also enjoy Steak n’ Shake's chicken strips, and they will be disappointed by this decision. Rethinking this move would be beneficial as it may lead to losses for your company.

Since the introduction of kiosks at Steak 'n Shake, the dining experience has changed. Many people are now hesitant to eat there due to the shift away from the traditional sit-down service with friendly waitstaff. Returning to the original format of personal service and a welcoming atmosphere could attract more customers, especially as summer approaches. Reverting to the previous system might help improve business.

I was thrilled to finally try Steak n Shake in Tucson after growing up with it in Missouri. On Mother's Day, I decided to treat myself to a meal there. While ordering, I noticed a sign saying, "Make it a Combo, add a shake for $2.79," so I added a shake to my order. However, upon checking my receipt, I saw that I was charged $3.79 for the shake. I mentioned this to the cashier, Eduardo, who insisted that was the correct price and did not address my concern. His dismissive attitude left me feeling disappointed. Despite enjoying the food, the way I was treated overshadowed my experience. It's disheartening when a simple issue isn't acknowledged or resolved. Thank you for listening to my feedback.

During my recent visit to Steak n Shake in Farragut, Tennessee, located on Campbell Station Road, I encountered disappointing customer service. It happened about a week ago during the early afternoon. I decided to dine inside and ordered the 5-way chili. To my surprise, the chili was served in a wax paper-lined cardboard boat without any utensils or crackers. When I requested them from the server, she just pointed to a nearby cubicle and said they were there. In a sit-down setting, I expected better service. It's quite basic for a server to bring essentials like a spoon and crackers to the table. Being served chili without a proper dish to eat from was below my expectations. I have been a fan of Steak n Shake for about 60 years, but this experience left me disappointed. I hope this feedback reaches the corporate team so they can address the service quality in some of their restaurants. Sincerely, E. J.

There is an employee at the Steak and Shake in Anderson, Indiana, working on Scatterfield Road. They are unprofessional, posting TikTok videos inside the restaurant, hiding in boxes, equipment, and even lit a receipt on fire. The manager is aware but hasn't taken action. The safety of staff and patrons is at risk. The dining area is excessively dirty, employees are loud, and not focused on their job. All videos are on [redacted]. This location's safety is a concern, and it's in the best interest of the restaurant not to allow this employee to continue working there if they want to maintain customers and the location's reputation.