Steak 'n Shake
reviews and complaints

Went through the edwardsville IL location around 2 am just wanting to get something to eat, we got there and ordered our food but had to wait 15 minutes before the cashier actually opened the window for us to pay, the cashier was extremely rude yanking the card out of our hand and then kept our card for another 15. After we had left we realized that half of our food was missing. As well as the food being almost cold.

We ordered to Hot fudge Sundaes with extra hot fudge in them. We were told it would be added because they did not say no we could not do that. We also ordered a Reesie's peanut butter cup milkshake with caramel to be added to it. When we got the Reesie's peanut butter milkshake there were no pieces of Reesie's peanut butter cups in it and there was also no caramel which we were charged $.49 extra for. we were very disappointed in our order tonight.

Went to your store on Morton Street In Franklin 4/15/2019 about 11:45pm

Waited about 3 minutes to get seated while the person who was supposed to seat us was wiping down menus.

Ordered and food came quickly. Chili was cold but good tasting so I ate it.

Waitress turned out to be the menu wiper mentioned earlier... she got us our food and left to teach a co-worker how to sweep the floor.

Never saw waitress again, but asked a co-worker to grab our bill. She did. We went up to pay... bill was $13.17...waited to get rung out and given change but the person who was supposed to do that for us, was busy organizing those blasted menus again.

I couldn't wait and by now it was 12:15am

Left a $7.00 tip by default. Had to go.

I guess that crew is great at cleaning but poor at customer service.

David Hilton
317.363.4006

I and two family members ordered (3) 4 for 4 meals and one shake Drive Thru Service. I pulled up to the Window and sat for over 20 minutes waiting for our food. I had to ask for the shake that was made and sat on the counter and then asked to speak to a manager. The cashiers responds There isn't a manager on site. I believe that this steak n shake location needs more employees and a manager on site to help all parties - Staff and Customers.

When I asked about the tomato I was told they had run out of tomatos. I asked them why they didn't get some tomatos from the grocery next door, I was told they cost to much so they would do without until their shipment came in. What they didn't get was that their customers were the ones doing without tomatos that they had paid for. this happened on Sunday April 7 around 7 p. m.

Service at this location is unacceptable!
($13.34 dollars later PLUS waiting in a snail like line is just not worth buying that food)
2 burgers, 2 milkshakes took 22 minutes, burgers got cold, since there was a 7 minute wait to get my shakes AFTER my burgers were handed to me.
And NO straws or spoons! How are people consuming those shakes without utensils?
When I got home, the double burger meat was slapped on the bread, half the bun had no meat since it was just thrown on one side! The bread was so dark that it looked almost burned, which in turn made it dry...
What's going on at that location?
Is there even quality control, does anybody care there?
When I got home, I called that location (to talk to the manager) for appx 15 minutes straight, nobody even answers the phone, so why does the receipt say, to contact this store
(# 496)
call [protected]?
Horrible food and worse service!
Order # was 563720

Let me start by saying steak n shake is one of my favorite restaurants. I went to the fenton Missouri location. I was seated quickly, placed my drink order and food order at the same time, around 12:15. Got my drink fairly quickly. My food never came the waitress never came back to check on me or tell me there was an issue. I walked out of the restaurant at 12:45 without ever receiving my food because I was really pissed off. The only thing I ordered was chilli 3 way. Really over 30 mins for a chilli 3 way.

I ordered a taco salad with extra taco meat, to go. When I got back to work, the lady who I ordered it for opened it up and I cant see how that would have even been the normal amount much less extra. The bowl was not even half full with lettuce and all. I ordered 4 for $4 for myself and my cookie was left out. I go in to make sure I get what I ask for but that has no bearing. I go to this location about once a week and they are always short staffed, there is always no one at the cash register. Its always someone who is trying to cook at the same time. So they are trying to take care of customers who already ate and are now trying to pay, plus anyone who comes in for a to go order. I have been less than impressed each time I have been in.

I am complaining in regards of poor customer service. Sunday night, 3/10/19, my family and I went out to eat to Steak n Shake. The hostess took several minutes to seat us. We had waited at least 15 minutes and nobody had us asked what we wanted to drink. The tables and floors were filthy in there. After about 20 minutes, we decided to leave. We were upset because we had out infant daughter with us and it takes a little longer for us to get her in and out the car, because she is so little. We had asked the couple who was sitting behind us how long they had been waiting, and they said about 10-15 minutes and nobody had taken care of them either. They got up and left too. I asked to speak to a manager on duty (Jerome) and it took him several minutes for him to come out from behind the counter. I respectfully addressed my concerns about how we had been treated, and he seemed to just brush off our feelings. He didn't show any compassion or sympathy. All my husband wanted was a meal he had been craving, every since he had his teeth pulled earlier that day. The desirable resolution would be for a gift card/credit to your store.

Dear Steak‘n Shake,

My family and I went out to dinner and ordered. After we ordered it took around an hour for our meals to get made. It was not very busy but we got our meals then shakes instead of the normal shake before meal. Also I don't think was supposed to take an hour for pancakes and 4 burgers. As a result we almost missed my cousins basketball game i hope you can consider this and get better customer service. I would really appreciate it if you could contact me once a change is made.

Sincerely,
Timothy scholz

My complaint is two-fold.in addition to my problem with mobile order process, my order was not correct. I am providing details below:
I am writing in to complain about the Steak and Shake restaurant located in Steelyard Commons (address included below). On March 6, 2019 I placed a mobile order specifically because it spelled out that I could simply go through the drive thru window to get my mobile order. You see, I am very sick and getting out in the cold weather more than I had to was something I was trying to avoid. The mobile app clearly states we can go inside or go through the pick up window. When I got to the window I was informed that I had to come inside. Once inside I was asked my name and handed my bag. That's it! There was no line in the drive through and no line inside. They did not perform any special steps that required me to come inside. When I spoke to the manager he told me their location chooses to make people come inside. WHY? There was absolutely NO reason. It was not more efficient for them, there was no special code or anything that could not have been done while I was in the drive through! On top of that, once I got home... my order was WRONG! They had added two types of cheese when I clearly deselected the cheese item (because the app would not allow me to substitute the american cheese that makes us sick) on the menu of my order.
What do I want as a resolution? I want a refund for the Bacon and Cheese Double Steak burger that my husband could not eat and I want my $2.99 reward credited back. I would like to see the restaurant allow pick up at the window to still be an option or indicate in the app that the location does not allow it.
Order ID [protected]
Steak 'n Shake
3294 Steelyard Drive, Cleveland, OH 44109
(216) 539-2297
Pick Up Time Order ID
3/06/19 - 1:15 pm EST [protected]
Pick Up Instructions
When you get to the restaurant, ask for your order in the Drive Thru or inside at the Carry Out counter.

Went to Steak n Shake in Viera, FL. yesterday.
First time experience of bad food
Hamburger... Cold... Fries... Cold... Cookie soft like it had sat in water... And it took forever to get our food! Never had experienced a problem like that before. I along with other customers were waiting and becoming irritated. The waitresses were not the problem! Kitchen service was the problem!

My Mother and I entered the restaurant and waited at least 5 minutes to be waited on to be seated, and from the looks of the place it wasn't that busy and or full of patrons. Upon being seated at a table we waited over 10 minutes for a waiter to take are order. Another 10 to 15 minutes had gone by when a different waitress noticed that we didn't have anything, so she got us a glass of water. It was over 30 minutes later, after we received the water that are drinks (shakes) come, which they got my order wrong which had to be replaced. So finally are food arrived, which took about another 10 minutes, which again they got my order wrong. They forgot my cheese sauce for the french fries, when my bacon double cheese burger came they forgot the mayonnaise, I asked for, I was supposed to have lettuce and tomatoe and it wasn't there and the tomatoe was diced because they didn't have anymore sliced, by the time I got everything I had asked for my burger was cold. Oh by the way the waiter never came over to check on us at all during are time there. They forgot to give us the ketchup bottle, which we asked for, and I had to get up and go to another table to get one. We eaten at another Steak 'n Shake before many times but they had very good service. We were not satisfied with this Steak 'n Shake.

Myself and my 3 children went to the breadebton, fl location tonight for dinner.. Our server shayla was amazing and working hard and running around trying to seat customers and tend to all her tables..
Another server maggie, was a nasty rude one. My 5 year old child was standing and happened to be in her way.. This server tells my child get out of the way. Sadly we were in the process of getting up to pay and leave. This server maggie could have not only gone around, or simply could have been nice and asked nicely to get by.. So, this server instead of acting like an adult wanted to be childish and almost hit my 5 year on the head with the tray of food she was carrying..
The manager working had more of an issue with this servers actions then the actual gm of the store. The gm could care less about the incident.. The gm is unprofessional to say the least.

I had to laugh! I received an email from Steak and Shake offering points if I use my app at a Steak and Shake.

You must be kidding! We can't even find a location in our area of St. Louis that is still open.

"Closed for remodeling" signs are such a joke.

I won't be trying to earn "points" for a while. I'm still working on finding one open that is clean, has enough staff and gets my food to me HOT.