Steak n Shake Complaint - Service
ROLLA, MISSOURI -- Tonight I made my first visit to Steak 'n Shake. There were 2 adults, 2 teens, and 2 smaller children.....no babies. We arrived at the Steak 'n Shake in Rolla, Missouri, next to our hotel, at 6:50p.m. We were not greeted to be seated for at least 5 minutes. The person who was to greet us was cleaning something behind the counter and I finally had to ask if we should seat ourselves. She came out and told us to go ahead and sit over there. We received menus and that was all. It took another 25 minutes and my asking if someone could take our order for someone to wait on us (why we remained there, I don't know, but we walked there so we stayed). This girl took our order. It took 10 mminutes for her to bring us the 2 waters we ordered and she said the shakes would take a while. That took another 20 minutes, and then she got the wrong ones, giving the children adult sizes when we ordered the juniors, and giving one of them the wrong flavor, while they were out of the flavor for the other and he had to choose another. The food order finally came, and one of my teens didn't get cheese on his fries while the other got his, which they both ordered. She forgot the salad for the other. She then delivered the kids meals and brought those with fries, telling my daughter that's how the meals came.
But we had ordered fruit as a substitute for the fries, which is on their menu at no additional cost. This was an extra charge on the bill, which is not disclosed anywhere. And we then had to ask for silverware and napkins, which we had never received. Several tables had come and gone before we ever got our food. The bill was the final straw, when she brought us this foot long bill, very hard to decipher, where she had corrected the price on one of the jr. shakes, but not the other and had overcharged on another order. While the girl was a sweet girl, she was thrown to the dogs by the other waitresses there or whomever put her in charge of a 6 person table when this was only her third day to work there.
It was probably not completely her fault; however, when paying the bill at the register, I did complain to the manager about everything that had happened, and she made no effort to do anything about it, stating they were short staffed and "I'm sorry about that". My comment to her was that someone should have noticed that this waitress was drowning in her responsibilites to get this table done and offered to help and get the service that was needed. Her only comment was that she wasn't aware the waitress HAD a problem, yet this was the manager that my mother complained to half-way through the meal. She was WELL aware of the problem. It was a nightmare. One issue after another and the other 2 waitresses never offering to help, yet they saw that we were there for an extremely long time....yes, it got a lot less busy and still they did not offer to help the girl. But, the girl also forgot about everything we asked for, even though she wrote most of it down...
It is a manager responsibility to notice such problems. Our table was the only one being ignored....left for this one waitress to practice on. We ended up staying there until 8:45p.m. making it 5 minutes shy of 2 hours to eat at this place. We could have had a 5 course meal in that amount of time anywhere else and gotten out sooner. Absolutely absurd, rude & inconsiderate management and barely an apology.