Steak 'n Shake — Restaurant in Branson

Very poor customer service. Our service and the management was not great at all. Which was such a disappointment because we go to the Steak and Shake in our town (was in town on family vacation) all the time.

The waiter took our drink order and we ordered our drinks and the kids shakes. We had 4 kids at the table but only 3 wanted shakes. We ordered 2 m&m shakes, and one orange cream shake. Half the adult drinks weren’t right so we had to get them fixed. Then they bring out the kid shakes and gave us one we didn’t order (an Oreo shake). So we just have it the 4th kid to drink. So we asked for the right shake that the 3rd kid wanted (the orange cream shake) then the waiter walks off. Then the waiter comes back and says my manager won’t let me give you guys another shake until I take that one back(the Oreo shake) We said that’s fine we can pay for this one and keep it, can we get the one we ordered(the Orange cream shake) The waiter walks off, waits about 15 minutes to come back. We then ask AGAIN when the right shake was coming out. He said it’s not because I told you guys I couldn’t give you the other one unless we take the wrong one I brought back. I said, “We would pay for 15 minutes ago but we would like to get the other one that we ordered because our child is still wanting it.” The waiter says “oh ok”. Like REALLY. How many times do we have to say it. I understand stuff happens but this was not necessary. First of all we didn’t order that shake in the first place, then your not going to give us the right shake until you take back the one that we DIDNT order. We agree to pay for it and you STILL won’t bring us the shake we actually ordered. Then wait until we are almost done eating to bring us the shake!!

Then we got to check out, went to separate the check (we were in two families) they put everything on the same check. So we were separating it. The guy mentions the Oreo shake my friend said yes we didn’t order it but we will pay for it. The MANAGER says ok then. I go to pay for my portion of the check another customer walked up to pay in line behind me. Keep in mind Im paying for the second part of the check he JUST check out. He tells the guys behind me “Oh I’ll go ahead and grab you real quick.” I said, “Ummmm.. I’m standing here, and that’s my half of the check that I need to pay for. Like what the heck is happening here.

We come to Branson about 6-7 a year so it’s a shame that I will never ever eat at this...

We have been to this location very often having season passes to Silver Dollar City. It is our tradition to come here every time we leave to go home. We sat in the drive thru tonight for 25 minutes. 10 of it being at the order speaker. We watched many people drive off without ordering. It's sad because so many come here. It's always been great. We thought maybe the speaker wasn't working because a girl was very hard to hear when she told us over the speaker she would get our order in a few minutes or we had been forgotten about so we pulled forward. I got out of the car and went in to find out what was going on. They were no busier than any other time we have come. Infact we have seen busier. The girl at the drive thru came over and told us she would not take our order because we didn't do it at the speaker. After asking why we had been in the drive thru for 25 minutes she said they were really busy and left. She came back and said she would take our order and we would need to pull over into a parking space and wait for it and would bring it to us WHEN she finished everyone else. She rolled her eyes at us and left again. We are never coming back to this location again. It is very disappointing how one employee can ruin an experience for so...

Its not "bad" per se, hence why I give it 3 stars. However, it's not the steak n shake experience I'm expecting.

Also mind you, I suppose this could be pandemic staffing related. However, some of these are clearly intentional and by design.

1st, you arent seated like typical. You order at the counter and seat yourself. You are asked to tip right then, before you even have any food or drinks.

2nd. The food isn't brought to you. Your name is called, and you pick it up, a la freddy's, etc.

3rd, there's a big sign that they are independently operated, which means they may not honor corporate prices, coupons, etc...

4th, and most egregious in my opinion, the chili is watery, as seen in my photo. It's very...blah. Just beans, water, and seasoning.

5th & Finally, they're only open until 8pm..... seems pretty early to close.

When you invest in a local franchise of a chain, you must know that there are expectations of the experience. If you aren't interested in meeting those expectations, then start your own restaurant. It's not like anything served at S&S is so unique it couldn't be called something different, but served identically.

Just seems like a poor attempt at...