My husband ordered to go through the mobile app and showed up at the time the app said it would be finished. Then proceeded to wait 40 additional minutes to only receive a bag that didn’t have our full order in it. The bag was sealed and he was in a rush since our 3 children were screaming for food by this point. When he got home our 5 orders of fries were missing and none of the burgers were correct. The shakes were also tasteless. They were not busy so I’m still confused as to how the service could be so horrible. The customer service inside was terrible. They basically ignored my husband when he tried to check on our order.
Ordered a large #1 meal and got something resembling a dismantled hybrid burger of 3 different patties, with one side not a double, and a ketchup saturated moist bun. The quality of the meat itself has obviously changed for the worse, and isn’t on par with what they used to use. Very sad considering I’ve been coming here for at least the past 10 years.
Ordered to-go food at the kiosks (there aren't cashiers or waiters anymore) and only place to sit down to wait on our food was at the tables.20 minutes go by, no sign of our food and no status update or way to check on the status. Stand up front and wait for the guy to walk back inside so I can ask about our order. It hasn't been started so I asked for a refund because I had to leave. He said he'd get the manager. Same guy came back a few minutes later and said he needed to give the receipt to the manager.Another 8 minutes and I walked over to be visible to try to get anyone's attention. Had to yell over, "how is the refund coming along?" because no one was at a machine for payments. "No one told you we don't do refunds?" "No." But then the lady deleted our credit card payment?While waiting for the refund resolution we could see the disgusting status of the cooking surfaces and lobby. See the pictures. Burgers and cheese left sitting out, huge pile of fries on the lobby floor in front of a kiosk.I am confused, disappointed, and hungry. At this point it is unlikely I'll go back which is a shame because they used to be a favorite restaurant.
First time there and had a single patty bacon cheese burger was asked if I wanted pickles onions and ketchup which I agreed to. Bun soft initial bite was good ,third bite all I tasted was onion no burger no bacon and the big one for me was no ketchup it was never put on! I will give it a second chance because I heard good things about the franchise and I'm hoping it stands up to it's recomendations.
For a Fast Food Restaurant they always have the freshest food. No BIG name is as good. The only issue I see is, there are no more waitresses. So, it feels so impersonal and unfamiliar.
This Steak ‘n Shake is notorious for making you sit in line for so long you have to turn your car off. I don’t know what is going on in the back of house but once or twice is okay. This happens every single time me and my boyfriend visit here.
Great customer service. They were out of of ingredients to make shake customer ordered and made customer's new request on the spot and replaced the fries and onion rings so they would be fresh. As a doordash driver, this is rare that an employee would do this, as usually the restaurant employee would say they couldn't make any milkshakes and lie to customer and just credit their order total. Very professional and fast service!
Gotta be careful here. I pulled up to the drive thru at 2pm. Between 2pm and 4pm shakes are half priced. I ordered my meals and got told a total I hadn't reached in my head. I got to the window and asked if specialty shakes weren't included and said I ordered exactly at 2pm. The manager/assistant manager fixed it however. Just saying pay close attention.
This used to be my favorite restaurant, but over the years, service has plummeted. Barely any visible employees and pretty dirty everywhere. It's sad to see a place you loved end up like this.
Left here just now on 2/16 at 1:50 pm. Wait is long but that doesn’t bother me given the circumstances and everyone being short-staffed, i totally understand that! The young girl with glasses and tacky long glitter nails was the rudest person i’ve ever come across here. Her attitude was terrible and for no good reason! She then attempted to give me an order that was not even mine. Her disposition is why i’m leaving a one star review, everyone here is usually so pleasant, not sure what she’s doing here.