Steak n Shake Complaint - Too Busy? Seriously?!
LAKE IN THE HILLS, ILLINOIS -- Hubby wanted Steak n' Shake for lunch, so I drove there to get it (I had to get gas anyway). When I got to the drive thru, there was a car in front of the box, just sitting there. I didn't understand what was going on, so I was calling her a few choice names to myself when she finally pulled up. I got to the box and....nothing. I sat there for 5 minutes and no one came on the speaker. I called the restaurant and someone picked up the phone and hung up. So, I parked and went inside. I practically had to tackle a waitress to have her get the manager, but when he finally came up (of course he had no name tag on), he made the excuse that they were too busy to staff the drive thru. Just by looking at the place, there weren't that many customers, maybe 4 or 5 tables at the most, there were two waitresses in the dining room and I counted at least 4 kitchen staff that I could see. The manager was rude and unapologetic about the whole situation. He threw me the phone number for the comment line and told me to call them. I asked if I could at least place my order now, and he told me if they got caught up, sure, but right now they were too busy to take any orders.
So, I called the comment line and told them about it. The woman on the phone took my name and number and said she would forward the incident to upper management. Don't know if I'll ever hear back from them, but I'm not going to hold my breath.
In this economy, no business can afford to alienate ANY of their customers. Steak n' Shake's loss today was Arby's gain (not that they're much better but at least they answered their box).