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The issue in GetHuman2594372's own words
I wanted the items we purchased. ... My wife, four children and myself stopped at the Martinsville, Indiana Steak and Shake drive-thru this evening and purchased five of your * for $* meals. After spending twenty minutes waiting in drive thru to get our meals, I found that there were no cookies with any of the meals. When I went inside, waited five more minutes for anyone to acknowledge my waiting at the counter, and asked for the missing cookies* I was told that they had no cookies. When I asked the manager for a substitute, she told me that the cookies were free and corporate will not allow substitutes. I stated that we should have been told there were no cookies when we ordered. The manager agreed and she was sorry but the cookies were free items and not included in the meal. These were * for $* meals which meant there were * items purchased and we were only given *. The cookies were even shown on the receipt. I'm an adult and can live without a cookie* but my four young children, especially my four year old, had a tough time with this. I've enjoyed every Steak and Shake I've ever patronized (Bloomington, Indianapolis, Evansville, and others), but this incident left a bitter memory. I can accept errors and sincere apologies* but lies and mistreatments are unacceptable. No wonder this Steak and Shake had so few customers even though it was on a busy highway. A colleague told me a few years ago that he would never take his students there again. I now know why. This is not the example you want for your company.
My four children do not understand why they didn't get the cookies we purchased, a substitute, or discount to purchase a cookie elsewhere.
Since I was warned by a colleague that he and his students had a bad experience at the Martinsville, Indiana Steak and Shake, since there were very few customers there, since they were extraordinarily slow and sloppy with their sandwiches, and since I was lied to about the order* I think the corporation needs to work heavily with this franchise to improve its efficiency and customer service. This restaurant is located next to Walmart and newly constructed Interstate **. It should have several customers and great success.
We purchased from other Steak and Shakes for several years, especially on trips. My children always look forward to it. My school students that I've taken to other Steak and Shakes have always enjoyed their food and experience. It's a great franchise.
They broke the law! They sold me meals that were advertised to include * items, one of which was a cookie* but only gave each of us three items. They refused a substitute and refused a refund. I shouldn't need to try anything else. This problem needs fixed!
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