Steak 'n Shake — Restaurant in Albany

This was by far one of the worst experiences ever at this establishment. When I pulled up, there were two cars ahead of me in drive thru, whom eventually pulled off and I'm not sure how long they had waited. I even noticed cars behind me pulling off, but I know there's usually a reasonable wait because your food is cook to order and that's fine. But to seat at menu board for we'll over 15mins and not receive any type of greeting to inform me someone will be with me shortly is unacceptable. I had to initiate contact by saying hello and finally I was told it would be a moment. A length of time passed longer than a moment and the male ordertaker stated it would be another moment and I inquired about the long wait time. He informed me customers had driven forward without placing their orders at the menu board and he was taking the orders at the window. I did mention I hope you guys are going to compensate for the inconvenience and waited. When my order was finally taken it was simple and direct. When I finally reached the checkout window my order was confirmed and my total given. I once again inquired about some type of compensation or discount courtesy for my inconvenience. The order taker stated he couldn't and I understood, but I asked for the manager on duty. She comes to the window and asked how she could assist me. When I began to explain my dilemma with the current situation. The manager on duty went in defensive mode and start giving me all these excuses, reasoning and justifications on why it took so long to get my order taken and offered no form of apology or anything. She explained the other order takers walked out, despite customers were awaiting their order to be taken and she informed me she had no authorization to discount or comp anything regardless of the situation. The solution was to return when the store manager would be available and explain it to her. I agreed, yet dissatisfied with the handling of the situation. I informed the manager on duty that I definitely needed my receipt and I stress it more than once. So please tell me why when the manager gave me my change I didn't receive my receipt. Afterwards, I was given my food and still no receipt. So I asked again and another attitude presented itself from the manager on duty. It took about another 5-10mins to receive a receipt I requested prior, along with the fact you knew I had a legitimate complaint. Then when you finally retrieved the receipt you left the window and ask the ordertaker to hand it to me instead of you handling. Firstly, the female manager on duty didn't lead by example, or maintain a professional manner and wasn't apologetic of the dissatisfactory customer service presented that evening. She maintained a stance of not wanting to be bothered and really could care less, nonchalant attitude. This experience was by far such a disappointment and should have been handled in a more professional manner. I will be seeking out the store manager to share my mediocre experience. I gave Steak and Shake a rating of one star for the food quality because I enjoyed my meal despite, everything else. I truly hope the people getting out of line express...

I went there and anticipation of having a great experience and would have gladly given them a five star review if that was the case. Took grandchildren there for milkshake happy hour. Ordered four milkshakes (2 -M&M, 2- cookie dough) on the kiosk that looked like it hadn’t been cleaned in a month, since there’s no longer menus. The glass partitions between the booths were also filthy, and I went to the men’s room and it was filthy also. Waited maybe 20 minutes and finally the lady came to the counter and yelled my name. We are the only four people inside. We noticed the same lady carrying food outside the building a few times for people in the drive-through that probably had to pull forward while we were waiting on our four milkshakes. I was surprised that she did not make the 20 steps to bring the milkshakes to our table. Maybe like customer service. So we got the milkshakes to the table to find out that all four were barely thicker than the consistency of whole milk, and one of cookie dough shakes had no ingredients in it. I took that milkshake to the front counter and did not see any employees as far back as I could see, which was to the back door. I yelled hey, no answer. Then I walked around to the entrance to the kitchen behind the serving counter and stuck my head in the door and yelled hey, again no answer. It looked like everybody had left. So I walked into the kitchen and walked around a few minutes and found the lady who brought the milkshakes to the counter in a little office on her cell phone. She told me I was not allowed in the kitchen and I said no one was at the counter or available to deal with customers and I had an issue. I told her what it was and she said she would take care of it and I had another watery milkshake within one minute. Not sure why it took 20 minutes for the first four of them. Anyway, I was very disappointed as I like steak ‘n Shake and was looking for this to be a good experience with the grandkids, but they actually witnessed , terrible service, terrible milkshakes, and a dirty restaurant. We are really pretty good tippers normally 20% or better but I always tip in cash. Sorry there was no tip this time and I was disappointed not being able to do so but the service was...

I normally do not eat here bc i am always disappointed but we had planned on going to waffle house but it was packed with a line so we figured we would give stake and shake another shot... what a let down... the kitchen mixed up my order, which was a signle patty hamburger with another person who ordered a double. Instead of just fixing his the waitress decided to swap parts of our hamburgers right at the table after both hamburgers had been touched by the other person ... it was kind of gross honestly. All of the ketchup bottles were mostly empty we had to take them off of about 4 surrounding tables to get enough and they were all nasty with dried on ketchup and mustard on the outside also the dishes just looked dirty not sure if they were dirty or just old... I didn't want to really try to figure it out. The waitress was very slow and by the time out food got to us it was all luke warm... the waitress was hard to understand because she was soft spoken which is fine but then she would just start talking while you were speaking and of course bc she doesn't speak very loud you have to stop what you were saying to her and ask her to repeat herself only to find out she was asking you what you were just trying to tell her. For example I placed my order and was telling her my drink order when she says what would you like to drink... ummm ok... anyway over all the food was poor and the service seemed clueless inconsiderate and untrained and restaurant as a whole was dirty and poorly stocked. .. I think we were given one napkin each and no silverware but it took so long to get anything from the waitress we just...