Food tasted awesome but the self checkout/ordering system killed the fun and nostalgia of dining in.
Sad, order from a kiosk, want lettuce or tomato on that sad excuse for a steak burger you pay extra, up charges left and right. Miss the pre-pandemic humans. No reason to try this again until my befuddled old brain loses this memory.
I had an order to pick up for a DoorDash customer. The order was one milkshake. Nothing more. When I arrived, I went to the pick-up area, and the lady manager came over and set down a bag on the pick-up table, but it wasn't for my customer. I smiled, held up my DoorDash hot bag, and told her my customer's name. She grunted and walked away. No greeting. No smile. Nothing.There was only one other employee there who was not a cook in the kitchen or working at the drive-thru window. He was the server, and he was a young man. As I stood waiting for my DoorDash order, I observed him standing behind the soda machine playing on his phone. Every once in a while, he went out to a table to take something to seated customers. He walked very slowly and never once smiled. When he was finished getting what a customer needed, he went back to playing on his phone behind the machine. He never even acknowledged me, let alone asked if he could assist me.I stood there waiting for about 15 minutes, and neither he nor the manager who disappeared acknowledged me the entire time. Finally, the lead cook came over and asked what I needed. I told her I was waiting for a DoorDash order and gave the customer's name. She said OK and said she'll let them know, and I thanked her.Another ten minutes went by, yet still no one brought my DoorDash order. The manager did finally reappear to set someone else's order on the pick-up table, but once again, she completely ignored me. Then finally the server came over, very slowly, and asked what I needed. I showed him the information on my DoorDash app, and said all I'm waiting for is one milkshake. He went to go make the shake, and finally brought it to me five minutes later. He didn't give me a straw with it, so I had to ask for one and wait for him to go get it.As I was leaving, I said "Customers shouldn't have to wait half an hour for one shake", and he mumbled something so quietly that I couldn't hear him. I just left because I needed to hurry to get the order to my customer since it was already very late.I've eaten in this restaurant and used the drive-thru in the past, and I've never had any of these issues. I'm not sure why it was different this time. My best guesses are 1: The restaurant is under new management and it's horrible management, including horrible training and supervision of the employees, 2: They are prejudiced against DoorDash drivers, which also fails under horrible management.
Absolutely no customer contact. Order on a machine touch screen, food left on a tray on the counter. Miss old Stame and Shake.food only so so.
Everything is very good and inexpensive.
Both burgers were raw in the middle. Called back twice, second time they hung up on me. Called two more times, on the 4th call they answered. Claimed they couldn't hear me and kept hitting the mute button to pretend we had a bad connection. I was calling from a landline... DONT EAT HERE!!!! plus they did buffalo sauce on the Frisco melt and not thousand island. Gross. 0/5 stars. Trying to make people sick!!!!Also they weren't busy at all. It was me and one other car in drive through that left before me. This is atrocious
WOW!! Customer service was awesome! Food came out relatively fast. You order from a Kiosk when you walk in and pick it up at the counter. Saves dealing with slow wait staff. There was one guy going around cleaning and checking on people, his attitude and smile were awesome!
So the new atmosphere is you go to a computer and do your own order and then have to go up front and pick it up? No more waitress? No customer service? Then there is no more chicken fingers anymore, along with other things? Guess I will find a new place to eat. Will say the 3 seconds of talking to an employee he was very kind to me and my daughter.
Removing waitresses and not accepting cash makes it an easy 1 star for me.Don't sell low quality burgers AND remove service and expect to provide anything other than 1 star experiences.It's a sad experience walking into a restaurant and not being able to sit before looking at a menu. As you walk in you wait in line and order from a kiosk before you even get to sit down. No thanks.
This was the first time I had ever been to a Steak n Shake. I loved it. The manager girl was attentive, friendly, and seemed to care as I saw her busy while we were there. I honestly think she has a bright future, and has ability beyond her current position. It was on 3/25/22 at about 1400. Black girl, dressed in black. The food was good too. Reasonably priced.