**** Wilmington Pike, Dayton, OH *******So I’m in high school, and I’m in the band prog...

GetHuman-sanctumo's customer service issue with Steak and Shake from December 2018

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**** Wilmington Pike, Dayton, OH *******So I’m in high school, and I’m in the band program playing trombone. My section, who I’ll refer to as the trombone section from now on, has this tradition going back ** to ** years. After every football game, basketball game, competition, and the like, we go to our local Steak n Shake. It’s always amazing. The servers are very nice and the food is amazing. Sometimes the wait is a little long and our food is a little slow, but that’s understandable since we’re a rather large group. We love the restaurant and the servers and the servers love us. We tip generously, are relatively quiet, and we make sure that we don’t leave a big mess. We know many of the names of the fabulous employees there and they know some of ours. After a basketball game on December *, we decided to keep this tradition going and go to Steak ‘n Shake. We walked in and as they pushed tables together, a manager named Dolores (spelling may not be ***% correct, she was older with white or gray hair with glasses I believe) got us together by the front and proceeded to tell us that she expects us to be quiet, to not complain, to tip, to pay, and to not make a mess. She swore once or twice while doing so. She told us about a group that was there a week prior to us who didn’t tip, some didn’t pay, and who were generally very rude. She said that they were all teenagers. The thing is that that group was not us, we didn’t go last week. We are most likely the best behaved group that they have in that restaurant, we’d never do that. So as the evening went on, things were great. We got a waitress who we love and who loves us back, the food was amazing, and everything came out on time. One of our female members went to the restroom and discovered ***** smeered everywhere. She came back and told us. A guy from our group went up to tell the folks working the registers, who I believe happened to be Dolores. Unfortunately she did have to clean up the restroom, we all felt terrible for her. But as one of our members went up to pay, he overheard Dolores talking to another employee about the restroom, she blamed us for it. We would absolutely never do that. It’s disgusting and disrespectful, unlike other groups we actually respect the staff. There was a group that was in before us from another high school in the area, most likely it was them. But we got all the blame. So we were already not pleased with Dolores. We all went up to pay soon after. I was the last one to pay after everyone else in my trombone section had left. Dolores was working the register. She said seat * and * hadn’t been paid for yet. I was seat *. So I paid with coupons and cash. After I had finished, she said that seat * still hadn’t paid. I was the last one there so I was afraid I would have to pay. She said that it was * strawberry and * banana shake. As far as I can recall, I couldn’t remember anyone ordering that. And I told Dolores this. She said something along the lines of “well I guess somebody didn’t pay then.” I offered to pay for it but she said it was okay. So I walked back to my table to leave my tip and I said goodnight to our waitress. On my way home, I texted our group chat saying what had happened. The girl in seat * told me that when she paid, she told Dolores that she was paying for both seat * and *. So every seat we had was paid for. Dolores assumed that just because we are teenagers, we wouldn’t pay or be respectful or anything. I called and explained the situation to her and she said she would fix it. I speak for my group when I say this, we have never had a worse experience at this restaurant, this is worse than when it was really busy and some of us didn’t even get our food until an hour after we ordered it. We all believe that the way Dolores treated us was very unfair considering our history with this restaurant. We still are not very happy with how this evening went. Now here’s the part where I describe what we would like done. By no means do we want her fired or punished in any extreme way. We know a number of things could’ve triggered this behavior, whether they be personal issues or stress (especially with the bathroom situation). My section just would like for her to not assume that every large group of high schoolers is the same, especially when we’ve got as good rapport with the employees as we do. She may be new, we’ve never seen her there before, so maybe she just has never seen the good in my trombone section before. But we all really would like for her to know why this is wrong and how she needs to behave. My section fears that we may be banned from this location because of her suspicions about us, and that makes many of us scared because this place means so much to us. Everyone in our *** strong marching band knows we go here, and hundreds more know of our tradition. It goes back at least fifteen years. Steak ‘n Shake is special to us, it’s a part of our culture. We can’t lose it because of one manager’s bad night. So please find a way to fix this issue. We bring a lot of business to this location and it means so much to us. Thank you so much.
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Steak and Shake

Customer service issue
Reported by GetHuman-sanctumo
Dec 9th, 2018 - 5 mons ago
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Dec 9th, 2018 5:23am
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Dec 12th, 2018 11:31am