Steak 'n Shake review: service and product

We ordered lunch online today(October 12, 2019) with a half hour wait time before pickup. My husband ordered a singl steakburger with lettuce, tomato, mustard, ketchup, and pickles. Also fries and a soda. I ordered a salad with chicken. We arrived at restaurant at time specified when ordering (2:30 pm). It took five minutes before anyone greeted us. Our order was not done, in fact it hadn't even been started. We stood at check in for twenty-three more minutes before our order was done. Upon checking it before leaving restaurant the hamburger was cold, really cold. They also did not put lettuce on it and the fries were over cooked. We also discovered there were no napkins nor a fork for the salad. This restaurant used to be great, and we frequented it monthly. Pretty sure we will not be returning as this is the third bad experience we've had there.