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Steak 'n Shake
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Steak 'n Shake
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1.0 1728 Reviews

Steak 'n Shake Complaints Summary

17 Resolved
1711 Unresolved
Our verdict: If considering services from Steak 'n Shake with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Steak 'n Shake reviews & complaints 1728

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M
8:04 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Steak 'n Shake long wait time

Arrived at store # 653 at 1800 hrs, sat down at table.
Submitted order at 1820 Hrs, did not receive order until 1900 hrs.
Ordered a Bacon/Cheese Dbl/FF, when order was received it was only a single.
Called over manager and told him about the mistake, the cost was taken off the total.

Problem was other tables were seated after us and they received their order before us.
Yes, the store was busy, but we have gone to this store before it was busy and had no problems.

Not enough cooks in kitchen, yes.
Not enough wait staff, yes.
Poor planning, yes

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M
9:19 pm EDT

Steak 'n Shake manager

I had my children school shopping and stopped in steak and shake for dinner... the manager in the kitchen was tossing what sounded like metal pans, yelling the "F" word, screaming at someone, and kicking what sounded like a can of something. The male manager did absolutely nothing about it! The waitress I had apologized and was almost in tears. That behavior is absolutely unacceptable! Very disappointed in steak and shake!

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M
4:54 pm EDT

Steak 'n Shake chocolate covered strawberry shake

I ordered a chocolate covered strawberry shake at the drive thru for Steak & Shake in Frankfort, KY, where I live. I got home and went to drink my shake, only to find it was a strawberry shake with a rather solid lump in it. When I used my spoon to investigate the lump, it was a long "tube shaped" junk of chocolate fudge (like used on a hot fudge sundae). It honestly resembled dog feces when I pulled it out of the drink. It is impossible to break it up in to small pieces that would work with a straw. This is NOT a drinkable shake. So I have a strawberry shake, which is not what I ordered or wanted. I have gotten the same flavor at Dairy Queen without issues, so not sure why S&S thought this was acceptable. No quality control!

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E
9:15 pm EDT

Steak 'n Shake Poor service again as usual

i went here again after walking out a few weeks ago after sitting 15 minutes with no service. i arrived around 2 pm got sat pretty quickly was given my drink and order taken in timely manner. after sitting 10 minutes my drink was empty and no refill or checking upon me happened, while waiting my chili and soon after my food was placed in window along with another order shortly after, my food first in window was passed over for other table, and only waitress was busy chatting with a customer at register as i looked on, i finally got the attention of shift manager and told her of my complaint she stated waitress will be there soon instead of grabbing it for me... a few more minutes passed still chatting and finally my banging of silverware on table caught her attention. this happens so regularly at this location its beyond ridiculous every time i go and it used to be often someone walks out angry because of lack of service and i quit trying to go there at lunch time.
this brings me to my point how do managers at this location justify one server per 10-12 tables, busing on most occasions and taking care of receiving payments and taking take out orders a feasible solution for customer satisfaction. i suggest a complete makeover at this location as managers dont manage they work on drive thru and leave sitting area to drown in agony along with staff... i would fire all of them along with district and or regional you have cameras all over the place why not watch on occasion and see just how poor this location is run, see for yourselves wait time on orders and how long food sits in windows as server is dealing with payments and making shakes... this is by far the worst steak n shake i have been to and sadly its the closest to where i live. please fix this and do quickly so i may go back for a good burger at fair price again, and i am dead serious about firing all managers there, they dont have a clue what customer service is.

huel boydston
352*870*8438

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L
8:01 pm EDT

Steak 'n Shake management

We visited steak n shake in Bellbrook, OH on 8/18/19 around 6 pm for dinner. We were seated right away and ordered taken right away. When our food came out our server accidentally gave our food to another table. She apologized and we said it was ok. She said she put our order back in and it would be a few mins. another 10 mins go by and another server walks by our table to the other table that got our food the first time and she looked puzzled and returned the food to the kitchen since they already had their food and OUR food. so another 20 mins goes by and our server comes back out and asked what we had ordered so we gave her our order again. finally
we got our food and ate and went to check out and asked for the manager. the lady said she was the manager and walked away. i said i wanted to explain what happened and all she would say to me is "I only made your food once". I once again said nicely, I want to explain to you what all happened tonight and she put her hand in my face and turned around and walked out. I followed her back to the grill (on the customers side of counter) and asked her for her name. she ignored me. I asked her for her supervisors name and turned around and said "I dont have to tell you anything." and once again I asked her for her name and she ignored me so I got my phone out and she turned around and said "if you take a picture of me I will call the cops on you". I finally left. I have NEVER as a customer been treated so poorly by a manager. She totally disrespected me and did not want to hear what i had to say about our visit. I expect that this manager to be at the very least written up for being so rude to a person that just asked to explain what happened. in my opinion this woman has no business being a manager . i expect to hear back from someone higher up then this manager within the next 24 hours so i can formally have my complaint addressed properly.
Linda Mason
[protected]@yahoo.com
[protected]
If i do not answer my phone please me a message as i can not use my phone while working thank you

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J
7:39 pm EDT

Steak 'n Shake service, speed and quality

We pulled up into the drive through at 5:50pm there were 4 cars ahead of us. We did not order until 6:15 and then sat in the parking lot waiting for our food until 6:45 pm. Our shakes came out first (about 10 minutes before the food) without straws or spoons. They were melted, runny and the whipped cream had blended into the shake already. The food came out 10+ minutes later and we were missing an order of fries. We waiting an hour for this meal. By the time we got the other fries, everything (which had been crammed into a very small bag) was cold. This was such a bad experience that I am actually shocked it was real. No one seemed apologetic at all. When I went inside for the other fry, someone was in there who used to work at the store and was laughing and saying that she used to work there and they always messed things up. Really- just shut down the store. No store should operate this poorly.

Order # 525442, date: Aug 17, 2019

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V
10:59 am EDT

Steak 'n Shake unclean dirty restaurant

Wait time is very long from the time you get there about 20 at front, to be seated, to getting your drinks...another 15 to 20 mins, then ordering...longer wait times for your food whivh took about 30-35 mins. I wanted to leave but my buddy wanted a S&S burger.
I had time to look around & noticed dirty dishes on the counter top, food, napkins, receipts on the floor. To top it off, the busboy brings in a big Garbage can to the tables to clear away the dishes. I was mortified. Is this a restaurant or an outdoors BBQ joint ? I did not want to eat anything at this place.

It gets worse...there was a fire in the kitchen the same time. I took some pictures. This is pure nasty practices at this location. No one cares anymore as long as the $$ is in their pockets ? Can someone please address Mgt about this. I am also going to contact the Food Admin and City for an inspection and observation. It was too dirty and nasty !

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H
1:37 am EDT

Steak 'n Shake not getting what I ordered

hello. I had ordered a triple streak n cheese at your store located on fowler steet in fort myers florida
i went though the drive though and didnt get what I ordered. Insted I got a truffle burger. while it was good I didnt get what I had ordered( didnt check until i got home). Dont usually like to complain but its like the second time its happened at this store

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F
2:46 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Steak 'n Shake service and food

I have only eaten at this SNS a few times, but each time the service, food, or both has been terrible. I refused to eat there for a long time, but my husband and kids wanted it after church a few weeks ago. When we went there were no crowds, took 5 min to get seated, the waitress messed up the drink order and did not fix it until after the food came. She brought me the wrong side and said she would correct it, but never did. Did not come back after dropping off food until she left the ticket. Very disappointed and do not plan to return any time soon.

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M
6:55 pm EDT

Steak 'n Shake missing items

We just stopped at your Chillicothe, OH location while traveling home to Michigan from North Carolina. We went inside to order. When we got back on the highway we noticed the Onion Rings we ordered were missing and the double cheeseburger we ordered was only made as a single. The quality of the food was disappointing and the fries were cold. This is not the service nor quality we are accustomed to from Steak ‘n Shake. Our customer number was 203437 and time of order was 6:12:08 PM. Thank you.

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I
6:22 pm EDT

Steak 'n Shake restaurant

Came in with kids at 5pm central time on a Sunday and the place was a mess tables dirty, hip hop and rap music so loud as if this place was a bar, employees yelling and laughing out loud hanging out by the bar. This suppose to be a family friendly place. This place was all messed up as if there was no manager. This has to get fixed asap! Never again will i come back.

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G
6:05 pm EDT

Steak 'n Shake service

Hi, me name is William Rivera .perdonen que escriba mi queja de en español es mucho mas fasil para mi espresar la desilucion del trato que un mesero le dio a mi esposa y 3 hijas y mis 2 cuñadas . Frecuentamos muy amenudo el steak 'n shake NO :284 un lugar limpio personal amable pero el dia 8/7/2019 order:15383 pty las atendio muy descortes y arogante el señor Daniel B (mesero hombre blanco anciano) comenso con tono asmero a pedir las ordenes mi cuñada le dijo que eran 3 diferentes facturas le dijo que no el tomaria todas en 1 y la cajera las separaria mi primera hija pide una milk shade small y mi 2 hija luego lo mismo la tercera mi esposa le dice comprenlas large por que era happy hour discounts y mi tercera hija le iva a decir al mesero que les diera las 3 milk shake large el le contesto muy molesto ya el turno de ellas paso te testoy preguntando a ti que quieres mi hija lloro pues no esperaba q le hablaran a si mi esposa respiro hondo solo dijo no es manera de hablarle a una niña de 10 años tomamos la desicion que sean ustedes los que agan justicia hoy nos paso a nosotros puede ser que lo aga la prosima vez a la persona equibocada . Estoy desepsionado del trato del mesero no del restorante .mi numero de cell [protected]

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A
12:31 am EDT

Steak 'n Shake food and shakes

I waited a whole 40mins at their drive thru. I asked for no pickles I still got it. I got 2 free shakes for my wait time but yet didnt get my cookies. All the shakes were melted and not even marked to know which one was which. I asked for 2 separate bags and I didnt get it and my fries were not cajun like I asked. All the food was thrown in the bag. I seriously never complain about anything but this was beyond ridiculous.

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Y
10:07 pm EDT

Steak 'n Shake employees

I pulled up to the drive at about 9 pm, there was 2 people ahead of me in line and about 3 pulled up behind me. I made it up to the speaker and was told they would be with me in just a moment, after about 5 minutes I said hello just in case they forgot I was there or something and they said the same exact thing but with more attitude, so I said okay and waited about another 5 minutes and then decided that sitting there all night wasn't worth it so I left and went to McDonald's, and as I pulled away there was only one person in front of me at the window. I ordered and got my food at McDonald's in less the half the time I sat at that speaker at steak n shake. I usually have to wait a while here but never that long. Won't be coming back.

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M
8:52 pm EDT

Steak 'n Shake drive thru & carry out order

Greetings,

My family and I have just moved across town and over the past month we have frequent your Anderson Location.

Normally we dine in and the experience is normally great the host and servers are polite and courteous, it is evident that at this location there is an emphasis on pleasing the patrons in the dinning room. But those unfortunate ones who order carry out or go through the drive thru get a totally different experience.

On one occasion my wife and I go into order carry out and had to wait over 35 mins to get all of our order. It was 12:00 in the evening, there were maybe 5 tables in the dining room being served. I order my food and shakes, immediately following me 3 more couples order food. My wife and I get some of our order after 20 mins the young man taking my order forgets that I ordered shakes. As I wait for my 2 shakes the other 3 groups get their food. After an irate angry woman yells and screams about how long the wait is. Finally, I get my shakes with a matter of fact and very ingenuine apology.

Another time I go to this location: I'm thinking things are going to be ok, I'm just ordering two shakes for me and my wife. There was only car in front of me in the drive thru, I waited 20 mins for those shakes. I was amazed and couldn't believe how long this took, when I finally got shakes there was no conversation, I was given my shakes and didn't even get a "have a nice day". That was just a terrible experience.

Today was strike 3, my daughter comes to me and ask dad whats for dinner I think to myself preseason football is on and I don't feel like cooking . I think fast food will work and she asked for Steak & Shake and I honestly got a terrible sinking feeling in my stomach ( I think OMG this is going to take forever) I said ok baby girl lets go.

As we get there I noticed there was no one in the drive thru, I start feeling a little better but I was soon to be let down by waiting at the speaker for 5 mins before anyone acknowledges that I'm there and that was only because I asked if anyone was there . A female voice says to me "please wait" I wait another 5 - 7 mins before I'm addressed and that's only because I said "hello" I order my daughters favorite the # 9 The garlic burger meal with a sprite. I get to the window a young man takes money with no greeting or thank you for my patience and I sit for another 10 mins….I get my food and the young lady is not smiling and looks like shes is upset about giving me my food and asks me with the nastiest attitude " Did you git yo Sprite? I shake my head no…. she gets the drink and just closes the window.

This location is not only hurting your BRAND they are destroying it, I would never pretend to ever tell someone how to run they're business but as a consumer I can say this location is consistent is being the worst customer service I've ever seen in my life . I don't want a thing for free. I just want your brand repaired …. Please send someone to this franchise and see if what I'm saying isn't true. Ignore me and lose business and allow customer experience to be the worst in the city.

Thank you for time

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W
12:55 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Steak 'n Shake service

I went through drive-thru at 12:40 a.m.
I was informed at the speaker that I couldn't place two separate orders. I would have understood if the dining room had been open, but it wasn't. I got over it. No big deal. I've worked fast food for 20 years. I understand. Then, as I started to place the order, the order taker was extremely rude. Rude to the point, my wife refused to order food from him. After asking me "Is that all?" In an annoyed voice, after everything I ordered, I pull up to the window. There was a MANAGER at the window. A manager should know better. My receipt said Kyle B. I hope the manager wasn't Kyle B. If it was, he needs to rethink his career choices. On a good note, the food was GREAT. It's a shame I lost my appetite.

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N
3:07 pm EDT
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Steak 'n Shake service

Me and my boyfriend who had just gotten out of surgery went to tupelo steak n shake and was told we had to wait 10 minutes for a table. There was at least 5 empty tables and no one in front of us. We will not be back there. The hostess was rude and the place was not busy. She did not attempt to seat us or give any reason why we could not be seated at one of the empty tables

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Update by Nonierains
Aug 07, 2019 9:05 pm EDT

I am patient but when there is 5 or more empty tables and no one in line in front of us it kinda makes you mad. I understand when there are busy and you have to wait but when they are not busy and the employees are just standing around and your told you have to wait 10 minutes to be seated. I have worked in restaurants and it does not take 10 minutes to clean a table especially one that is already clean

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K
10:57 am EDT

Steak 'n Shake drink

it's not a big deal but i ask for no ice in my drink because they fill the cup all the way up with ice and then there is barely any soda to drink in it. so i usually do no ice so i get more soda in the cup. and also i was waiting at the window for 5-10 minutes waiting for someone to take my money and to give me the drink. no one else was in line or in front of me.

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J
10:13 am EDT

Steak 'n Shake food

I ordered the mushroom burger and it was great, but my bun was burnt black and nasty. I could not believe they actually served it. When I went inside to get something they forgot I realized there was one girl back their taking care of drive through and cooking and taking tables... that's completely unacceptable. There was one worker was sitting at the bar on her phone while the two other workers were struggling! Human decency, but I guess some of us don't understand that! Is it really that hard to hire staff! Besides the burnt burger bun it was good food atleast! Give that women a raise for working everyone shifts since no one else decided to work or be on their phones. If you need someone to manage a Steak ‘n Shake I'll gladly do it and run it right.

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T
8:52 am EDT

Steak 'n Shake everything

Me and my family went Saturday and arrived at 11:00 am. We were told no one was there to wait on us. So we went and done some shooping came back to a mess. One waiter in the place. The ceiling was leaking and water was everywhere. AC was broke amd it was ao hot.Bathroom stall was tore down. Our service sucked, we waited 45 mins before our food came out. Our food was gross. Will not be back to this place.

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