Steak 'n Shake — Restaurant in Blackman Charter Township

We had been talking about restaurants we wished were more prevalent . Steak - n-Shake was universally praised. After an 10 hour drive from Philadelphia, I chose 2 stop in Jackson Mi on the way home. Let me preface the rest by saying I'm a 35+ year restaurant hospitality professional. Cook, chef, server, bartender, worldwide Corporate Trainer, Executive Chef, and manager @ all levels of operation from quick service to fine dining. On Saturday night, I arrived @ the unit approximately 12 am. There were 5 tables seated. Maybe 15 guests in total. A server greeted me & asked if I was dining alone and proceeded to toss the menus on a table tucked away in the corner separated from all the other patrons. She never returned to the table. A new employee walked into the restaurant 5 minutes later and after getting situated, became my server. She promptly took my order (patty melt & peanut butter chocolate shake) and offered appropriate additional items. Meanwhile another table of 3 late teens, and a table of 4 (family?) Had not received their meals. The new server delivered the teenagers food and then mine, and finally the original FOH staffer delivered to the family. She never once checked on the dining experience of those tables which she had obviously served. My server checked back a few seconds after delivering my sandwich yet my milkshake never arrived. I could see it sitting in the passthrough window that 2 other To go shakes sat. The original server as well as a second employee spent the entire duration of my meal behind the server station. Upon cashing out, a manager (middle aged crew cut sandy red/blond hair was complaining about being there . He was simply fulfilling the roll of a cook and not directing anyone on the floor nor did I hear him throughout the 45 minutes managing any of the BOH personnel. Will not recommend this restaurant based on this...

Tonight, I was working as a DoorDash driver and went to pick up an order from the Jackson location. When I entered, the manager greeted me with a rather dismissive tone, stating it would take 20-30 minutes. I mentioned I was there for a DoorDash order, to which she replied it would take that long as well. I informed my customer about the wait time, and they asked me to hold on, which I agreed to do.

After about ten minutes, I returned to the counter, and the manager told me the order still wasn’t ready. I assured her that it was fine and updated my customer, who again requested that I wait. I went back to the manager, Gina, and confirmed that I was still willing to wait another ten minutes.

When I approached the counter again, she asked for the name on the order. After I provided it, she informed me that the order had been picked up 20 minutes prior. Confused, I pointed out that I had been there since 9:27. She instructed me to contact DoorDash. While I was on the phone with them, the customer called the store and Gina threatened her, insisting that she come to the location.

The customer arrived, and I was still waiting for DoorDash to respond. Once they answered, I tried to relay the information to Gina, but she cut me off, stating it was too late because the store was closing, even though I had been waiting since 9:27. This treatment toward both the customer and me as a DoorDash driver was unacceptable.

To make matters worse, I had my 17-year-old son with me, who went to the restroom. Gina then locked the door, leaving me outside while my child remained inside the store. I will be reporting this incident to the police since she locked my minor child in her establishment. I urge you to review the security footage, as I was courteous from the moment I arrived on...

So the food was ok which is why they got the two stars. Rudest customer service ever though. After having to go to the parking lot to eat, which is fine I get the social distancing, it started they put a flat lid on one of the kids shakes so had to play musical lids. Still no biggie because how do they know kids are both going to want the one with the better lid but even though we were changing our lid with the kids ourselves the lady in the window was sooo rude. Sure assured us all our stuff was in the bag when I started looking,so we go to picnic table. Nope no salt and like 3 ketchups for 4 people and no ranch we ordered. Hubby goes back across parking lot to get those items. Back again and I open my burger and nope that's made wrong too. At this point on a 90 degree day I'm like screw this I'm getting a refund I don't even want this food. So I go back in again where the manager actually starts yelling at me like I was just upset because there weren't pickles that I paid extra for... Umm no I was nice until I had to come back in 3 times because our order was incorrect. Then he gets the money and slams it in my hand making sure to touch me while putting change in my hand. Well guess we had to eat outside because of social distancing but this is ok? I swear I've never seen such rude employees except the cook the was polite but window and manager made it so my family will never be back! Btw I never even got snotty until the manager started yelling at me while I was polite. At that point yup I became snotty...