Steak 'n Shake — Restaurant in Avon

I would give it less than 1 star, I would give it zero. Probably the exact reason why I have always observed, when passing by, that this location is never busy. The service is terrible. When pulling in, I noticed 1 car at the drive thru window, no others. I get to the speaker to put an order in for 2 small milkshakes, as I promised one for my 5 year old as a reward for being so wonderful after running errands (and 1 as a surprise for her daddy to take home). We sat at the speaker for 2 minutes in silence, never greeted, never asked if we could wait, so, I say "hello?" Never a response, so after waiting another minute, I say "hello" again. I then am greeted with "if you could stop saying hello in my ear, I could help the people at my window and then take your order." I said "there was never an acknowledgement to even know if you were open, and that's okay, we'll take our business elsewhere." I am then told "okay, bye." I am not one to complain, ever, but with my daughter in the car with me, I felt I needed to, to show her that it is unacceptable to be treated that way, whether you're a patron of an establishment, or a consumer, or just another human being. When calling, I recognize the voice as the same woman who spoke so unkindly at the drive thru, so I ask for a manager or shift leader, only to be told that she is the manager. I then say that she was unprofessional and unkind and I would rather speak to someone else in regards to reporting her unprofessionalism. She hangs up on me. As I'm driving away, not resolving anything, I tell my daughter that I'm sorry for the world we live in, and that it used to be a better place where people had respect for others and people didn't treat people this way. That the world has been unkind to many folks, but we have to learn from past mistakes and hope for a better future because the world is cruel and we have to do better as humans. This woman didn't care about being an example of being a good human/employee, but she was instead setting the example for her employees to follow. I am not someone who ever frequents fast food establishments, or one who encourages it, honestly, personally I never eat the stuff, but as a quick stop-in to get my little lady a treat, I thought it would be easy, and more importantly, harmless; was I ever wrong. The place that I once cherished as a teenager as a hangout with friends, now, a rundown and unpleasant stop in my hometown. Sad day, folks, and a reminder of why I don't partake in the "fast food"...

I went to this location 3 days in a row on my lunch break. First day was to try something new I saw advertised. It was delicious, so my associate and I decided to have it again the 2nd day. We were not very impressed, but while deciding on day 3, we figured we would give them one more chance to see if it was just "that day". I have never been so wrong. I have to special order my sandwiches due to allergies. Nothing crazy, just bun, meat, cheese, and certain sauces. I wrote my order down daily on a sticky note (my associate picked it up for us). On the third day when handed our separate orders, they were placed in the same bag. Didn't happen on the first day. She was also informed that they both were tomato only. Wrong. So she handed the food back along with the sticky note. Giving them the note is easier than trying to explain again. When she got back to work we quickly found our orders were STILL incorrect. I had later found out that the guy that she gave the note to was the manager, Dustin. When I called Dustin to complain after the 3rd time, he was not apologetic. He seemed as if he was just going through the motions. I felt as though I did not matter to him as a customer. Up until this point, I have spent a lot of money at this location. When I called him he wrote down the order again over the phone. Requested our receipt. When she got back to the store to get the correct food and our refund, she asked for cash. He said he could not give her cash since she paid with a card, but it would be immediately refunded and available to her. I understand if that is the policy, HOWEVER, I do NOT appreciate being LIED to about money. DUSTIN said that the money would be refunded before she left the store and back into both of our accounts. When she returned to work I immediately checked my bank account. My account did not reflect the refund for FOUR (4) days. Again, I understand if this is policy. Next time, don't lie to your customers. I did not even get a sincere...

The worst Steak n Shake I've ever been to. Awaiting a $60 refund because there was a technical problem with the online ordering service but now when I call the store it just rings forever and no one picks up.

While I'm at it, several months ago I would order food online and pick it up on my way to work around 5:30 am. On more than one occasion the drive-thru operator didn't greet me when I pulled up to the menu, so after 30 seconds I would go ahead and pull around to the window. It was always the same guy and he never had his headset on. I used to be a drive-thru operator at a Steak n Shake on W Washington and it's unacceptable to take off your headset unless someone else is prepared to take orders. This guy had so many excuses for why he didn't see orders coming in and why he wasn't wearing the headset.

So over 50% of the time I ordered online I still had to wait at the window as if I ordered when I arrived to the store. Kind of defeats the purpose since I had to sit there between 10 and 20 minutes each time (the longest thing to cook is chicken, which is 5 minutes, so I really don't know why it ever takes more than 6 minutes unless it's a bulk order or the store is insanely busy. But at 5:30 am it's dead).

Because of the hassle I stopped going there for the most part. Then last month I decide to try again but I didn’t know that the online ordering was messed up. I was charged $60 for 4 duplicate orders and no one from the store will call me back (I even tried going through corporate and they say I'll get a call from someone but I never do).

Regardless, the last time I had a positive experience with this Steak n Shake was several years ago, and it's just been getting worse and worse over the past year. I moved to Bloomington a few weeks ago so hopefully I'll never have to deal with this store again. Disputing transactions through my credit card company since no one at this store knows how to answer the phone!

How is this place still...