Steak 'n Shake review: 6/26/23 My family had over a 45-minute wait without service. Unresponsive employees when asked where is my meal?

On Monday, June 26th, my husband, son and myself stopped at the Steak and Shake (504) for a quick lunch. My husband is in endstage renal failure, so he sat down as my son and I ordered our lunches at the 'kiosk' knowing there would be a 'short wait'. Our order was basic steakburger/cheese meals with fries and drinks. Paid and then we waited. People came and went as their takeout was processed. We watched a couple people from different tables go up and tell the manager that their food was cold. Obviously they got no satisfaction as they left angry. More takeouts came and left, after 45 minutes my adult son went up and asked where our drinks were, let alone the food. He was not given a straight answer, the manager said they were busy and we'd have to wait. Another 5-10 minutes went by, nothing. My husband and son both went up and attempted to get our drinks and find out what the issue was with the burgers/fries. My son was given a tray with 3 burgers, 2 fries... NO drinks. All of the burgers were cold, the fries were barely warm. When my husband went up to complain-they took his burger, put it in the microwave and handed it back. Still NO drinks.. My son had not left the counter. He asked numerous times where were out soft drinks and milkshakes, no response. When I asked for a refund for our meals and drinks I was ignored completely. We left without eating the COLD FOOD and without DRINKS as well a refund $30.45 We will not be going again, which is sad as my husband's family grew up in Normal/Bloomington IL where this was founded. Many many times we went to the 'original' and others on vacations as we always knew the food would be quick and good. I am really disappointed in Steak and Shake and angry with employees who obviously don't understand Customer Service.