Steak 'n Shake
reviews and complaints

My family and I went to your Mooresville, NC restaurant for dinner on 1/1/2019 and we arrived at 345 and the place wasn't very busy but our waitress just didn't seem to know what to do. She knocked over the display stand at our table for one. Number two is I ordered Chili Mac supreme and got hardly any sause or toppings on it. I went ahead and let that go but then we waited and waited for drinks and then wanted to order milkshakes for the kids and no waitress in sight. I spoke to a gentlemen who I guess is the Manager but he was not apologetic at all he did take the chili supreme off and I think the milkshakes but I never saw a bill it was still around 28.00. Then when we got ready to leave he kind of just smirked when I told him I was going to contact you. And the waitress gave me a very dirty look as I passed her leaving. We usually go there or the drive through and had poor service in the past but nothing like tonight. I hope this can be corrected as we like brining kids there. I felt that our whole meal should have been comped. We were there for almost 2 hours and it shouldn't have taken that long for there. Thank you for your assistance in this matter. I wish to be reimbursed for my whole bad experience

Very up set.

Janice Craddock

When ordering on the app, it gives the option of picking up the order at the drive thru or inside. After placing my order, i requested it thru the drive thru and was told I have to pick up in store. I asked why when the app clearly states I have the choice of either option. If each store has their own rules, it should be stated. I spent over 30 minutes in line only to be told I had to come in. This is very inconvenient and defeats the purpose of ordering thru the app.

I eat at steak and shake probably Twice a week at the beech grove location. that place is fantastic. The location next to my house in Carmel in is an absolute joke
To say the least. I have been there 3 times in the past 3 months and the service is a joke there's usually only 2 waitresses working at any give time, 1 cook and 1 manager. I get the fact that they only make $8.00 an hour but my god man we went in today due my kids love this place. We waited over an hour for our food. When we finally received our food and it was ice cold and all orders were shorted. Not to mention only 1 drink within 1 hour. So finally when we completed are meal I walked up to the register to pay I was greeted by the manager and was asked how was our meal was, I explained it was probably the worst experience I have ever had at any restaurant ever and I eat out probably 12 times a week over the past 20yrs since I work outside of the house. Which just blows my mind. And at no time was there any compensation offered by manager he just shrug at me and told me
My total. Please just add more labor and maybe employ more people and give them sort of incentive you know to actually give a [censored]. I'm just saying please feel free to give me call to discuss. I also tried to call customer service tonight and was on hold for 20minutes. It never ends I own my company and I know I would lose customers operating this way.

THIS PLACE SUCKS AND IM PISSED

sincerely
Mike

Racial incident at steak and shake...

I am a black, married mother of 2, a school teacher (for the past 16 years), a martial arts instructor (my husband and I teach a program for the st. Petersburg police department), I teach performing arts, i'm a full-time college student, and my husband and I are both ministers. I say all that to say, my time is precious, and I have very little to spare - but, this incident was so upsetting to me, that I have to take the time to let people know what happened.
On saturday, november 3rd, my husband and I went to a steak and shake, on route 580, in clearwater. It is one of our favorite spots to go to, with our own kids, or with some of our karate students (either that location, or the one on us 19). It was crowded, so they sat us at the first available table - which was right by the front door. As we were seated - my husband went over to the claw machine, to see if he could get a stuffed animal out of the machine. Just as he came back to the table, with my prize, our waitress came over. She was an older caucasian woman, perhaps in her 60's. She looked at my plush toy, and asked what it was. I told her it was a character named "gerald", from a popular 90's show, called "hey, arnold!". I then went on to tell her how much I enjoyed the show, that he was one of my favorite characters on the show, and how thrilled I was that my husband (bryant) had gotten it for me.
We finished our food, we had our check, and were leisurely hanging out. This was our date night, and one of the only nights when we didn't have anything to do, or anywhere else to go. After taking our order, the waitress did not come back and check on us, until we had been finished for a while. When we went to the cash register to cash out, our waitress was sitting on a stool, at the counter - apparently - waiting to check out. We we're her last table.
The cashier was having a hard time closing our check, and after several attempts, she says, "oh, she closed your ticket and logged you in as a 'walk-out'" at this point, it was clear that she assumed - with us sitting so close to the door, and then sitting there for so long - that we intended to walk out on our bill! I was so insulted, and began to ask her why she did that, when the cashier said, "oh, forget about it, we'll just get the manager to open it back up." as she turned to get him, she said, under her breath, "a few minutes more, and you would have gotten away with it." just when I thought I couldn't be more insulted - it gets worse!
At this point, the entrance area was getting very crowded, with people waiting to check out behind us, and new families that just came in to be seated. There were at least 12 people standing around us. Just as the manager was apologizing for the delay, and re-opening our check, our waitress (sitting 3 stools over, at the counter) yells, "I hope you enjoy your monkey!"
I was floored! Everyone around us heard what she said, and looked at the plush toy I was holding. A hispanic woman next to me gasped out loud. Bryant slowly turned and looked at me, and I handed him the card, telling him to pay for the bill. He tried to stop me, as I walked over - but, I remained calm (I was praying, with every step I took over to her), and was going to give her the benefit of the doubt. Maybe, in her older years, her eyesight was bad. Maybe she was suffering from a delusional moment - because, surely, this woman was not bold enough to yell that out - in front of everyone!
So, I go over to her, and lean close - to be discreet, just in case she made a mistake. I said quietly, "you called my toy a monkey, but, it's a little black boy." she looked at me, and smiled, ruffling the hair on top of it's head, and said, "oh, I know exactly what it is. You see this... I call them monkeys!" and she smiled, daring me to say something. I said, "you are so lucky you are saying this to me, instead of somebody else, because there would be a huge scene." she said, smiling, "yeah, I know what they are. Go home and enjoy your monkey".
With that - so as not to completely loose my mind, and snap out on her - I walked over to bryant, and went outside - telling him what was said. I didn't want to go back in, right then, because I was too angry. I knew the waitress was baiting me, trying to get me to blow up - therefore, justifying her statement that we're nothing but a bunch of animals (monkeys, to be exact). It took everything within me to walk away - but, I did. After going home and calling the manager, he was upset and apologetic, and said he was going to immediately call the general manager. The next morning, the gm calls, apologizing - but, is slightly hesitant to believe what I was saying. He said, "she never did that to me." I said, "number one, you're not black. And number 2, you're her boss." he said he would be back at work 3 days later, and would talk to her then, then call me in, to have her apologize to me directly.
I never heard from back from him. After that, he never returned my calls or messages, so I called the corporate office. The woman I spoke to sounded appalled, and took my report. The next day, I got a "do not respond", auto-response message, saying they were sorry my visit wasn't up to my standards - like my food was cold! They said they would contact the regional office, to address that particular store - and I have never heard back from them again.
I am writing this, because it is not okay, to be subjected to this kind of open and blatant racism - in this family restaurant, or any other establishment. It is not okay, that the steak and shake corporation did nothing to the waitress, and there were no reprocussions for her actions - which, therefore, condones what she did. Their silence speaks volumes.
I will not go back to this establishment, and I want others to know the racist behavior that is allowed and accepted, at this restaurant.
*if this is not acceptable to you - please share!

We went to our steak n shake in Jacksonville, Il. You advertisement on tv stated that there is a 4 for 4. When we went to our restaurant we were told that we could not get that because the owner won't do that at this restaurant. Why is there advertisement then for this? There are alot of people that can only afford about that much and it is not right for false adcertisement.

We arrived a little after one and the restaurant was basically empty. Over half the tables were covered in trash. We stood in the entry way waiting by the sign that said "please wait to be seated" for about 20 minutes before we could finally get a table, which took another 10 minutes to clear off. All of the servers clearly didn't care to be working. We sit down about 30 minutes after arriving. About 15 minutes later a lady came to take our drinks. It took about 10 minutes for the drinks to come out, keep in mind there were maybe 4 other small tables. Another man eventually came over to take our orders about 15 minutes later. We quickly ordered as all of us were starving at that point. We didn't get our food until 2:15, a little over an hour since we had been seated. The food of course was mediocre. We finished within like 10 minutes. We sit there for 30 minutes before we could finally CONVINCE someone to give us our check. Apparently our waiter had gone on break and didn't bother to tell the other waiters. We spent about 3 hours in total there. The entire trip should have taken no more than an hour. Overall the service was absolutely garbage.

I got fried chicken strips from an steak and shake in Michigan and they were raw so so nasty to get a product raw and uncooked i call and made a complaint but no one called me or acted like they cared about this i ate one one the strips and could of gotton sick iam so so mad now i will contact the health department and an a attorney to see where my options are because it just seems that this company does not care to return my a call to respond to this really bad situation

The Fort Pierce location is a disgrace to Steak n Shake. I went thru drive thru waited 20 min drove to windown to be told drive thru was closed only taken orders inside forgot to post a sign my manager say only inside. This is poor customer service. I been in fast food service for over 20 yrs. This the first time i ever complaint. I love Steak n Shake food n ever time i been to this especially late nite the service sucks. Please find you some overnite employee who wants to work. This store already is know ad the drug store in our town. You need customers to stay running. You employee chase the customers aways.
They are rude inconsistant especially nite n overnite. The GM should do a late nite visit.

My wife is st the hospital 5 minutes from the store, they say open 24 hours, Me and 5 customers have been waiting in the drive thru for more than 20 minutes and nothing, I decide to go in... same result, 10 more minutes, and no one take my order.
So is like closed, no atention, no service, really bad
They advertise 24 hours service and is not. Really bad

I dined in at your Joliet. IL Location and I am in complete disgust. I first waited for 10 minutes in order to be seated and out hostess had extreme attitude when I addressed the wait time. Then after I was seated me and my friends waited another 15 minutes in order for our waitress to come ask us for drinks. Their was only 2 other tables so their was no need for the extensive wait. After being helped with drinks she took another 20 min to come take our order. We then complained to our waitress and asked for the manager. She laughed it off and walked away. This service was absolutely disgusting and slow. Then after I got my food it was cold and the bun was stale. I complained again to the waitress and she said okay and brought it back and that was it. Your companies ability to hire such slow and careless employees is sad.

we set in the drive thur for about 10 min we ordered the 4 4 4 when got home we did nt get our cookies and the chili we no good I would like a email from customer service the city I live in is Columbus in I need some one to something about this my email is [protected]@hotmail.com this is all I got to say answer this complaint please this is alli can say at this time I will wait for your answer

We sat at the Steak and Shake Drive thru in Wildwood exit off I-75 in Ocala Florida for 30 minutes and still did not get our order taken and pulled off which is completely unacceptable. We have two kids and when we tried to pull out we could not due to them pulling cars up on drive thru and them blocking the exit. It's a busy day with traveling but those things are supposed to be staffed for those days and times so I am not ok with excuses or anything else at this point. We have two kids under 3 and waited for nothing. We will not go back to another steak and shake at all cost due to this experience.

Went on Christmas night at 7 pm and no fries and out of coke. No burgers on the grill cooking even though customers were waiting to be seated with tables available and drive through closed down. Phones were off the hook so you couldn't call in orders. People lined up trying to order take out and no one was taking orders. It was complete chaos. People were upset and leaving because you couldn't get waited on and so much food you had run out of. Poor management to say the least!

I ordered a burger and fries to go today. I got to work and opened the bag to find some gross looking soup thing. I'm unable to leave work to get the order fixed. I called the store, explained their mistake calmly and asked if they could deliver the correct order. The answer given was no. I work in the same city as the restaurant.
Silly me for thinking it would be hard to screw up the one to go order. I should've checked the bag before leaving. I should have just packed a lunch like every other day.
I won't starve but it was a waste of six dollars and forty five cents. Our state just passed a bill to raise the minimum wage to twelve dollars an hour. Doesn't seem like it's being earned.

The food wasn't hot after waiting an hour. Three people returned their food while we were there with 1 person having an earring in his burger. A man was in the back talking to the kitchen help keeping them from doing their jobs. We were very disappointed in everything about that place. We will never go back. They need some management. There wasn't a customer that received their food in a timely manner. It was a terrible experience and we love Steak & Shake.