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Horrible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ST. LOUIS, MISSOURI -- I went to your restaurant on Lemay Ferry in St. Louis. I ordered and paid for two shakes at the counter to go. I literally waited at least ten minutes before anyone started making them. While I was sitting there, I heard one employee ask the drive-thru worker if they were even checking the orders because the last five orders had been wrong. I also observed an employee tell a lady that even though the website said that her internet order would be done in 15 minutes that it took at least 45 minutes to get done because it took them that long to receive it from the internet. She also waited at least ten minutes to get a cup of cheese that wasn't in her bag.

Two of the employees (one of them being the acting manager) were walking around looking for trash bags instead of helping the multiple customers. The place was disgustingly dirty. There was trash sitting up on the counter and food just laying all over the place. Finally, some guy started making my shakes. I sat there and watched him drop the ice cream on the filthy counter and pick it up and put it back in the cup. He for whatever reason stopped making one of the shakes and went somewhere coming back with his mouth full of food... chewing it over the shakes he was making. He also wiped sweat off of his forehead while making shakes.

That was the final straw for me and I asked for a refund of my money and said I didn't want the shakes. It took the acting manager at least five minutes to come out of the back room to get my refund which he had no idea how to do. He was on the phone with someone and apparently they were telling him how to do the refund. He messed it up three times. I said, "I cannot believe that you are a manager" and another employee said "oh, he's not the manager. We don't have a manager here because corporate won't hire any because they keep quitting." How is it possible to have a restaurant with no manager? Also, there were at least six employees and none of the four behind the counter making food wore gloves.

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Horrible Food, Lousy Customer Service and Dishonest District Manager
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MANSFIELD, OHIO -- My son and I ordered two meals which were cold and the fries were soggy, the burgers were greasy and my Sprite tasted like a club soda. We waited forever for the meals...the drive-thru speaker was broken. It was late. We were staying at the hotel next door so we took it to the room. It was terrible so we couldn't even eat it and went to bed hungry. I spoke with the district manager who promised to send a gift card which we never received. I contacted them about this and never heard back. I am astounded management would lie to their customers and never follow through. Makes you wonder if it is even safe to eat there when they behave like this. Incredible.

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Worst dining experience, ALL wait staff were bickering/fighting w/ each other in the middle of the restaurant. Manager not in control of staff
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHESTERFIELD, MISSOURI -- The entire wait staff were the ones running the show at this location. Manager didn't care or step in to quiet the staff down. They were extremely loud, fighting and bickering with one another, about nothing important. They were so loud, at one point, no patrons were speaking we were all watching and listening to them. They were so involved with themselves, we waited forever to get served.

At one point, I raised my hand to try and get someone's attention. Finally, my husband got up from the table and walking over the group of servers to ask for someone to serve us. The manager was so ineffective, you could clearly tell he didn't want to be there much less have to deal with this 'gang', for lack of better word. At one point, we were afraid the bickering staff were going to start a physical fight with one another... very unsettling and not enjoyable.

It's clear who is in charge at this location - the wait staff- totally inept at their job! Will never go back again, rethinking my desire to visit any other locations in the future. This is an all new 'low' for me. Someone needs to do something.

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Service
By -

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 6:50 p.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 minutes 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 responsibilities 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 8:45 p.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.

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Drive Thru
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MADISON, TENNESSEE -- I had received coupons in the mail and decided to use one. I went to this location and approached the drive thru menu board to place my order. As soon as I did, the girl told me that my coupon was not valid during happy hour. No offers of anything else and nothing about any happy hour on their menu board. Needless to say, I could tell I was dealing with a bunch of lazy people so I just left. Will not return here.

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Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BEDFORD, INDIANA -- After sitting for almost 1/2 hour questioned about my order response was "oh I forgot to put it in".

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Don't Go to Concord Mills Steak N Shake
By -

CONCORD, NORTH CAROLINA -- After shopping at the local mall, my wife and I ate at Steak n Shake. It was busy tonight, but we have normally have had good experiences in the past. Not this time. I had a coupon for a double hamburger with 2 sides and a milk shake for $5.99. I got water. My wife had a coupon for mushroom burger with fries and she got diet coke. The coupon was for $3.99. The whole night the service was slow and seemed to be under staffed.

The first incident happened when I received my hamburger and beans. I received no spoon and the hamburger had nothing on it. It was just the bun and 2 patties. I had asked for all the way, except no mustard. The waiter advised to keep the hamburger and he would have another made. A few minutes, the waiter came back and advised I could have any hamburger I would like to make up for the mistake. I advised I would take the mushroom burger. At this point I have not received my other side - a salad. Then when the salad came out, I received no silverware. I went to get silverware.

During the meal, we advised we would take another milk shake to go for my wife. Finally, we got all of our food. Then after much time, only 1 milk shake comes out.. We advised we would just take the one, but the waiter advised the other would not be charged. So, we waited. While we waited, I went to pay the bill. When I went to pay the bill, the manager ** advised we had to pay for everything. I advised we did not order 3 hamburgers and we advised we did not need the other milkshake since we were waiting and we should not be paying for that part of the bill. I explained there was mistakes in our order and the service took way too long.

The manager made no acknowledgement of our situation and just demanded that we pay. I felt accused and felt this was a very unkind way to treat a customer. The manager stated the bill was $21 and change with the extra mushroom burger. He stated he took that off, but the bill only went down to $20. I asked for breakdown of the bill. ** was very short with me and in a very short and demanding manner advised I needed to pay right away. I advised I would go ahead and pay, but would not be back. He rang up my bill. After paying, Manager ** did not give me an itemized bill to know how he got the total.

My wife and I will not be back to this Steak N Shake. We can understand being short staffed. But cannot understand a manager having this kind of attitude. He did not care about us.

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Great Food & Service, But Restaurants Are Very Dirty
StarStarStarStarEmpty StarBy -
Rating: 4/51

SANFORD/LAKE MARY, FLORIDA -- I am a frequent visitor to the local Steak n Shake restaurants in the Central Florida area. I really enjoy the food, the prices are good, the staff are very friendly, and I am overall satisfied with the service. However, I have found that many of the restaurants have a serious sanitation issue going on. More than half of the different Steak 'n Shake locations I have been to have similar problems.

While the tables and seats themselves are kept clean, the light fixtures directly above them and practically every other sign and furnishing appear to have never been cleaned, there are massive loads of thick dust and spider webs on them which have only been growing over time. It concerns me the possibility that this filth might potentially fall below onto the food that myself or others eat. Additionally the floor in many locations is very sticky and muddy.

In the Seminole Towne Center location, the restrooms are practically unusable due to the strong foul odor and seem like they were last cleaned 20 years ago, cleanliness of the restrooms is overall lacking in many Steak n Shakes. I hope that this review helps bring attention to these issues to the right people. A health inspector would probably not look upon this too kindly.

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Retrain a Manager
StarStarStarStarEmpty StarBy -
Rating: 4/51

HAMILTON, OHIO -- I frequent the Stake n Shake on Main Street in Hamilton, Ohio. Recently I have witnessed a newer female manager dressing down several different employees in a loud voice. Loud enough for half of the store to hear. She seems to enjoy making the younger employees cower. I believe she should be instructed to take the offending person in the back at an appropriate time and calmly explain her grievance to them.

It is embarrassing for the customers to hear this as well as the employee. A manager who is in control does not have to prove it several times daily unless she feels she is not in control. I really like the store but will consider going elsewhere if this kind of bullying continues in public. I mentioned this to several members in my group and they have heard it and agree.

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Steak n Shake Rating:
Star Star Empty star Empty star Empty star
2.2 out of 5, based on 8 ratings and
18 reviews & complaints.
Contact Information:
Steak n Shake
500 Century Building, 36 South Pennsylvania Street
Indianapolis, IN 46204
317-633-4100 (ph)
www.steaknshake.com
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