Steak 'n Shake — Restaurant in Clarksville

If I could give a lower experience level of this visit I would! I will never go through the drive through at this location again! First I received an email from them saying they were offering free fries (one per customer per visit). When I asked about it the lady running the drive through informed me that they did not have free fries. When I got to the window I asked her why this location was not doing the free fry promotion and she told me that there was not any free fries ever, very rudely. When I told her that the email I got about it was from my steak 'n shake rewards she said, " oh well, I don't know and my manager is not here so no free fries. Also, while ordering, I asked the lady twice to please make sure they cut the burger in half as my mom and I were sharing it because neither of us can eat a whole burger with fries. When we pulled the burger out to eat it was not cut in half as well as there was no napkins in the bag. We went back through the drive through, as you are unable to enter the store right now and waited behind another car for 15 minutes because she could not understand what they were saying, and eventually just told them to pull around and order. Once we finally got back to the window she tried to charge me for the vehicle behind me, after which I told her no we don't have an order we already had and just needed napkins and something to cut this now cold burger that I had asked her twice to make sure they cut. The cool came over to the window and asked if we would like him to make us a fresh one to which I agreed. Once I told him yes she looked at the first burger she gave us laying on my Mom's lap in the passenger seat and said"you need to give me this one back." She then took the burger back through the drive through window, which is unsanitary at the best of times. She had us pull around to the front door and told us they would bring it out to us. After receiving the burger, we pulled to the side of the building and ate our fresh burger and our now extremely cold french fries. My question is, how many burgers has she taken back through that window that people were not satisfied with and with this action being conducted what good does it do to close their dining room. I might also mention that she did not have gloves on at any point during this transaction, so any germs that were on that package was then on her hands and following bags that she touched to hand to future customers. My mother and I are not ill and don't believe that this poses a threat to anyone at this time, but as I stated before...how many sandwiches has she taken back through the window before now, and were any of them sick? I was informed that the store managers name is Kendall when I asked when they brought the fresh burger out. I tried to call to speak to this manager (or find out when I could call to do so), but after calling 4 times and nobody answering the phone I decided to post it on here. This is an issue that needs immediate action. If the store manager could please respond to me here or tell me a way to get ahold of them I would really like to discuss this urgent issue with them. This practice needs to be stopped. It is unsanitary at the best of times and dangerous during the...

Where to begin? I remember when this store opened, and it was great! Reminded me a lot of their original store my dad used to take me and my sister when I was a child. Sadly, the only reminder I have now is the logo. I visited this store twice, once for lunch inside, and once for a very late nite meal, ordered on line and picked up at the drive thru. I am condensing both experiences into this review, but the visits were approximately a month apart. The inside of the store is truly filthy, you can see every spill stain on the walls, and the floors are sticky. The tables were not clean and the condiment containers were dirty and sticky, I had to ask for packets of salt, pepper and ketchup. I ordered water to drink and it was cloudy....upon a closer look I noticed the ice was dirty and had mold in it. I ordered a Frisco Melt and fries, and requested pickles. The waitress was very rude, informing me they DON'T add toppings for free. I never said I wanted anything free. My toast was burned and tasted stale, so I sent it back and did not order anything to replace it. When we got our checks I was charged for the burger I sent back and I a DC led why. The same waitress said I was charged because I ate the burger. I had taken 2 bites, one off of each half, just go make sure I was right about stale, burned toast. I asked for the manager and the person who spoke with me comped my bill. I did mention all of my concerns and was met with apathy. Today I decided to give their app a try and ordered a basic double cheese and fries. The order went thru and I received a confirmation email. That is the ONLY positive thing I can say. I went to the drive thru and the person I spoke with had zero clue about my order. They looked it up and found it, and asked me to pull around to the window. The first thing I saw were baskets of cooked French fries, and an empty parking lot and dining room. The person who came to the window informed me they were working on my order now...then another person asked me if I wanted cheese on my double cheeseburger......so I placed my order 12 minutes before I arrived at the store thru the app (and paid for it) and I still had to wait for my food to be cooked. My fries were hot, thankfully! My burger was not dressed properly per my request on the app and it was part dry and old tasting and part greasy, which tells me they used an old patty then cooked a fresh patty. I'm so deeply saddened to see the complete decline of a once great restaurant. I intend to share my review and although I hate to do it, I believe everyone deserves the truth. I don't want anyone to spend their money on something that could quite possibly...

I have never had a positive experience at this location but my experience today was completely unacceptable. I went through the drive thru at 3 pm & was the only car in line. Waited a couple minutes for someone to ask for my order. When she did take my order she was extremely rude & did not speak clearly or loudly enough for me to hear my total. When I got up to the window, I waited again for her to take my payment. We eventually got our drink handed to us & the lid was not on properly. When the shake we ordered came out the same thing happened with the lid & the shake ended up spilling everywhere as I was handing it over to my sister. It was in the seat & floor of my car, all over and inside of my sister’s expensive new shoes, & in my purse. I needed to ask for napkins but I was still waiting on my food to come out. There was no one standing at the window for me to get their attention and ask for napkins. After about 2 minutes of sitting in ice cream, they handed me the food & I asked for a lot of napkins. Seeing the mess the girl said “oh” in her mono-tone voice and then turned around & shut the window. We sat for another two minutes soaking in ice cream waiting for napkins. A different person brought the napkins to us and handed them to us. No one offered up an apology. Needing to get home and clean off our belongings we drove away. On the way home I called the store to talk to the manager about my experience & to be refunded for the shake I wasn’t able to drink because of it being spilled on the floor. The phone rang for 10 minutes before someone answered. When I asked to speak to the manager, the person grumbled & handed the phone off to someone else. When the manager picked up he mumbled his name so I started to explain. He didn’t speak until I said I felt I should be refunded and he said if I brought my receipt in they could do the refund. So I drove back to the store & asked for the manager. When the manager, David, came out he was in no hurry to help & he seemed to have completely forgotten the conversation we just had. So I explained everything yet again to which he asked to see the shake (????) and said “I’ve never heard of that happening before.” For the duration of the conversation he was short & rude & continued to blame us for the experience. I was given a partial refund on my order & sent out the door without even an...