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The issue in GetHuman1959160's own words
I just left the Steak and Shake in Merritt Island, FL and what a miserable experience it was. In fact, with the recent opening of Sonic, a nearby DQ and a local provider or two of milkshakes I’m unlikely to return any time soon, despite preferring your shakes. **First, the cashier who took my order said a coupon - said to be used today more than *** times - had expired. The expiration date is Jan. **. I used it - or, rather tried to - on Jan. **. It was a BOGO coupon, meaning I was overcharged $* for either the vanilla or chocolate shake (I realize the birthday cake one was full price). Then she carelessly passed my change to me, looking away, thereby dropping some on the ground* I opened my door to try and retrieve it, not knowing what had fallen. My car door dinged - all for a penny which I believe she could see from her perspective. I had zero visibility. To finish this terrible “service,” she tried to pass off one shake without whipped cream and cherry — and proceeded to argue with me that I’d specified this when, in fact, I’d stayed at the top of my order - after placing the first order - that ALL snakes would get whipped cream and cherry. **She disgruntledly added the toppings. When I then said the coupon was valid - it expired on Jan **, it is Jan ** - she said it wasn’t and closed the window. This lack of autonomy and caring, of any interest in thinking for herself or of the customer, is getting too common and I’m fed up with seeing more favorite places hire people lacking or not train staff in good customer service skills. **I’d also like to have asked her about the points system - something to do with loyalty points for milkshakes. Obviously I didn’t broach the topic. It was apparent she couldn’t care less and wouldn’t have tolerated my interest in your customer loyalty program. Your employees do understand the concept of CX and customer loyalty? That repeat customers are cheaper than gaining new ones? That annoyed and angry customers are more likely to badmouth a business after lousy customer experience than satisfied customers? **Well, I’m quickly falling into that latter camp - an angry customer who has put up with some apathetic service in the past at S&S but is now over the top after today. I hope you will, at the very least, reimburse me for the $* BOGO coupon for one of the regular shakes I bought today that the cashier denied for zero reason and with zero independent thought about working around the system to negate the “out of date” notification from the POS. **I worked retail for many years* even if she tried but failed it would have meant something. Perhaps I’d still have emailed, perhaps not. I definitely wouldn’t have been this irate. **I do hope there’s a way for me to again feel like a customer S&S cates about, someone you’d like to have come to the restaurant vs. an inconvenience. That’s really up to you now.
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