Steak 'n Shake — Restaurant in Bloomington

Where do I even begin? Horrible experience. Went for dinner tonight. My friend had just bought her very first brand new car and we're both happy and excited. We sit down and get menus from a lady who said our server would be right with us. Wait a few and here she comes. Introduces herself and asks for our drink orders. 10 minutes later we get them and order our food. Ok, that was slow but we can get over that. At least we were entertained by a guy who casually was walking around with a bottle of Captain Morgan and no one was saying anything. We get our food a while later. First, we have no silverware or napkins so we can't start eating til she finally comes back. My fries and sandwich are wrong. So I figure whatever on the sandwich but I'm pretty sure I'm paying for that fry seasoning so I ask for that, my friend asks for the chili she ordered and didn't get. So she just takes off with my plate and doesn't say anything but she brings it back pretty quick. This whole time, all the tables around us haven't been cleared. So her and the first lady come to start doing that. Our waitress is taking pics of the tables in this time.... hmmm.. All of the sudden, she starts slamming things around, kicking chairs, throwing stuff on the floor due to carelessness.. it's clearly a temper tantrum, literally right next to our table. I finally say "are you serious?" Nothing.. she keeps going and finally stops to come get my friend a drink refill. She gets this really baby sweet voice going and says "Sorry if I came off a little strong there." I say "Well, kicking chairs is just a little much". And she says, "Oh no, I was just moving it." And I say, "Huh..." So we're ignored a while longer til we go check out without our check.. Manager takes our money and we're telling her about this and she basically starts trying to gossip. Shes like, "Oh that's not even right. It's not like its busy. I've seen busy. I cant believe shes doing that. Wow." Stuff like that. No offer to idk discount our meal? Say sorry? Shake to go? Hands down the absolute worst customer service I have EVER had at a restaurant/fast food (whatever they qualify as). To the nice first lady (Tiyana, Tywana, I am so sorry I cant remember your name but it is so nice and unique!) thank you so much and I hope you're the manager very soon! Those 2 stars are yours girl and...

Absolutely horrible. We waited for over 5 minutes to order in the drive through. Then, after waiting for another 5 minutes for the car in front of us to get their food, we waited for another 10 minutes for 2 milkshakes. It seemed to be taking 3 people to make these two milkshakes. After 10 minutes I finally decided I would get a milkshake from somewhere that they didn't have to go milk the cow for the milk to make it and tried to get their attention by honking my horn. I blared that thing obnoxiously for another 2 minutes before anyone came back to the window and then they were confused as to why I was unhappy.

Slowest service ever! I worked in an ice cream shop. I know how long it should reasonably take to make a milkshake. 15 minutes is unreasonably long. I will NEVER patron this place again and I don't recommend you do either. The manager on duty who finally refunded my money was rude too. I asked the window employee, who finally came to the window after my 2 minute horn blowing, for a refund since we already paid. He disappeared for another 2 minutes during which time I am growing more angry because he just disappeared without a word. Then, instead of him coming back some manager lady comes to the window with our finally finished milkshakes, but by then I don't want them anymore. I am reasonably irate at this point and I tell her I don't want the damned things and why and instead of de-escalating the situation she gets defensive and rude. I don't know where they teach their managers how to deal with unhappy customers, but they need to retrain them again appropriately. There is nothing that will lose a customer faster than rude management. As it is, I am done with this place permanently. You don't screw up and then try to turn it around on me when I call...

I'm so disappointed in Steak and Shake. I used to love the charm of the quick table service that made you feel like you were in a small diner and the interactions with the servers. This place is cold now... not temperature -wise, but the atmosphere. It's not the fault of the employees of this or any of the locations necessarily (although no one greeted us or said anything when we walked in the door). However, their new business plan is awful. There is zero customer service and everything is ordered via video screen. They call your name and you come to the counter for your food, but it's just sitting there and no one even interacts at that point. The menu is more limited and the food is not the way it used to be. The employees here were friendly when we had a problem with our order, but it's almost like they have been told to have minimal contact with customers. The hide in the kitchen. I'm guessing this new way was adopted during COVID years, but it's time to transition back to the old ways. This experience was cold and uncharming and unfortunately we will not be going back until it changes. Which is sad because I have so many good memories of Steak...