Steak and Shake Customer Service Issues

My partner, originally from the west coast, moved to the Midwest six years ago. We visited a Steak n Shake location on Post Road where I was eager for her to try a milkshake. Unfortunately, the store no longer offered the specialty shakes like the Very Berry Strawberry, which was a letdown. The strawberry milkshake I ordered turned out to be excessively sugary and undrinkable. This first experience was disappointing for both of us. Months later, while passing through Indianapolis on I-69, we saw ads for the new "upside-down" milkshakes. Hoping they had brought back the classic flavors, we stopped at a nearby location. To our dismay, the only options available were overly sweet varieties like candy bar and cotton candy. When I inquired about real strawberries or the Very Berry Strawberry shake, I was informed they no longer used real ingredients. This response was off-putting, and we decided not to order. I understand the company is undergoing changes, but I believe using real ingredients would greatly enhance the quality of the shakes.

During the Pacers game at Gainbridge Fieldhouse, my family and I experienced a frustrating delay when ordering shakes. Although the staff was clearly overwhelmed with orders, the wait time became excessive. While the manager handled the situation well, a few employees responded inappropriately, escalating to a confrontation. Despite my own frustration, I was taken aback by the aggressive behavior from the workers. Eventually, after a long wait, I received the shakes only to have one spill. The ordeal soured our night and caused us to miss a portion of the game. The manager acknowledged the issue, but the employees' behavior was unacceptable. It's essential for the staff to manage orders effectively to prevent such incidents in the future. This experience was disappointing and marred an otherwise enjoyable evening.

I placed an order on the Steak 'n Shake app for delivery on February 4, [redacted], and unfortunately, my order never arrived. I received a notification that my order was being delivered by a driver named Tasha L, but shortly after, I was informed that my order was canceled. Despite reaching out to both Steak 'n Shake and DoorDash for assistance, I have yet to receive my refund of $25.41. I contacted the Steak 'n Shake store on Airport Road in Jackson, MI, and was assured that I would be refunded, but it has been over a week since then, and the refund still hasn't come through. After trying to reach the corporate office, I found their numbers to be unhelpful. I just want the refund I deserve for the hard-earned money I spent.