Steak 'n Shake — Restaurant in Cleveland

Terrible Terrible service and Management.

From the moment me and my family walked in, the experience was bad.

First off, we were asked if we preferred a table or a booth. Given the choice, we chose booth. Take it, there were 4-5 empty booths but they were all dirty with empty plates and remembrances of other people that previously sat in them. The guy that asked us for our preference then went and complained to a server about us wanting a booth when there were clean tables. He did not clear a booth he just simply complained an disappeared into the kitchen.

After standing at the front for a while, a lady cleared off some booths and then came and sat us.

Once I knew where I was going to be seated, I proceeded to go to the washroom and wash my hands. When I came back, the server (Haley B.) asked me for my drink order. Take it, I was still in the process of sitting down. I told her I did not know yet (I was not sure if I wanted a soda or a shake). She repeated back, with a mix of shock and disgust (but mostly disgust) "you do not know yet!??" I replied back "No, I need some time please." And she just turned and left.

I am not a regular Steak and Shake customer. I do not have the menu memorized and I was there on a whim to treat my family to something different. So yes, I needed some time.

When she came back, she said "do you need some time or do you know what you want to drink". I am sure when reading that it seems like an innocent question. But it is not what she said... it is how she said it. She said it as if I were an idiot and the tone in her voice said "I am annoyed". I then ordered my drink.

When she came back she then asked if we were ready to order. I again asked for some time. She seemed even more annoyed with me.

I ordered a double steak burger with bacon. Now take it, the menu says something on the lines of "your choice of lettuce, tomato, onions, mayonnaise, and katsup. So I asked for lettuce, tomato, mayo, and katsup. She then let me know real quick "there is katsup on the table".

When she brought out the food, she laid my check on the table with it. She never asked if we wanted any desert or anything. Just... Boom! Here is your check.

The katsup that she said was on the table... it was empty and the bottle of mustard was clogged with old mustard. My wife and I tried to flag her down several times but she just ignored our attempts. Finally my wife got up and went to a near-by table and exchanged our katsup and mustard. While she was exchanging it. Our server Haley just watched. Never offered to assist or apologized.

At the end of our meal, we went to the register to pay. The manager, in a green button up shirt, was stationed at the grill. We stood there waiting and waiting to pay. He would glance at us but kept cooking order after order. After a good while of standing there, he finally said "I will be with you in a moment" and then continued to keep cooking. It was a decent while after that when he finally came to...

The food was ok when I finally went up to the cooks myself to get it corrected. I had a party of three that wouldn't be that hard to take care of, the waitress didn't have many tables to tend to and one was a table that had two other employees that got more attention than the actual customers. Getting refills were almost impossible from this girl, she wasn't even the one that brought our food back to the table, when I ordered I was specific with my order....I wanted the Bacon-n-Cheese Double Steak Burger and add an egg, the girl that brought me my food sat my plate down and said "here's the Royale Burger"... I quickly said "that's not what I ordered, I ordered the BNCDSB"....she turned and looked at me and said "anything with egg on it IS a ROYALE" and walked off. I didn't care what the burger was called. I could see that I ordered a burger with BACON on it and there was none on it at all. I sat there for a minute and ate a few bites of my chili cheese fries waiting to see my waitress to show her face somewhere on the floor again...no. I waited to see the other young lady that had brought my food and still no....all the while I felt bad for the other two that were with me, they were putting their food off because I didn't have my burger correct and they thought it respectful to eat with me instead of without. I waited a few more minutes and went up to the counter finally and talked to the gentleman that was on the grill and he sent another guy up to speak to me (sure it was the manager). He offered to recook it or give me bacon....I just asked him to cook me bacon....he grabbed me bacon out of a pan between the two spots between the spots in the grill....wasn't even hot nor warm. I didn't complain....I just went on and finished fixing my burger, glad that the other two could finally eat. I do love Steak and Shake but feel that my service and food this day was not up to par at all. I fully expected more with the standards that I know S-n-S holds their...

Needs help. We were there at 3:15 on a Monday, not busy at all. Our server took our order, we ordered shakes and burgers & fries. While waiting, my husband picked up a shake flyer on the table and our waitress comes by and asks if we are thinking of ordering a shake!!!! We told her we already had and she proceeded to tell us that she had been there since 6. Waitress should never say that.

We got burgers and fries were cold. Still no shakes. Waitress came by and asked if we needed anything as she was walking away and my husband said, yes, hot fries. They came before the shakes finally came out. They mixed the shakes up, even though she said chocolate peanut butter as she was sitting mine down, and I didn't even notice that I had the wrong one since they were both chocolate. I was half way through before I thought, wow, they didn't put in much peanut butter. I couldn't taste it. My husband hadn't tasted his and I asked him to and the peanut butter was in my husband's. This could have been tragic if he were allergic!!!

We paid, and left. Someone else came over as we were leaving and asked if the shakes were ok and we told her they mixed them up. She offered to remake but by then we had paid out and were ready to leave and honestly didn't want anything else they could mess up.

I don't usually bother rating fast food restaurants but this was just plain...