Steak 'n Shake — Restaurant in Decatur

If I could rate a ZERO I would. Server: Coty B Manager: David Whitten We had a group of four eating for lunch. We all ordered waters and shakes with our meals. Coty did not write my pregnant sister's order down correctly and forgot her cheese for her fries. Coty's response to asking for chesse was to ask my brother-in-law if the cheese was on the ticket, it was not but we did ask for cheese. She retrieved the cheese and forced her way in between my sister and brother-in-law to set the cheese down. While we were eating, we naturally finished 2 of the 4 waters on the table. We tried to get Coty's attention to no avail, so I raised my hand. Coty was behind me at another table and asked "did she need something." I told her my brother-in-law and I needed waters please. A different waitress then brought two refills. We ate our food, and again ran out of waters. This time we had six empty water cups on our table. We stacked them all neatly at the end of our table in hopes of getting someone to refill them because we no longer saw Coty coming by our table. The waitress who replaced 2 of the waters initially took 4 empty glasses will her as she bussed nearby tables. My brother-in-law took the remaining two empty glasses to the register, and he spoke to David Whitten. David's response to the situation was to say that our table had received refills. (Apparenly refilling half of the glasses once counts as a refill for the table.) David then refilled the 2 glasses my brother-in-law carried to the register. A few more minutes passed and David brings two more glasses of water. My brother-in-law finished his glass of water, and David was near by. David said "didnt you get a refill" to which my brother-in-law replied "arent I allowed to drink water?" David then said "have a good day" while my brother had a still empty glass. I went to pay for our food, their card reader was acting up. After a second failed attempt to which David said numerous times "it just doesn't work", David took my card from me without asking and ran it a third and fourth time. It finally processed the payment, and he returned my card. Overall this experience was atrocious and completely rude. The manager and waitress had a bad attitude towards...

My husband and I came through the drive thru to grab a quick burger and fries for dinner. We did not order any shakes or drinks just burger and fries. We waited 10 minutie for the lady to take our order then we finally get our order taken and wait in the drive through for another 20 minutes. The lady tried to hand the food to me and my husband tried the fries and said they are ice cold. We waited a few more minutes for her to come back to the window to see about some new fresh hot fries. She finally came over and I requested that she give us some fresh hot fries beings we have been waiting so long for our food. She took the bag back and me and my husband watched her throw them back into the warmer where then we waited another 7 minutes for the fries. Which came up and sat in the basket. as we sat and watched them sit there for a few minutes. The gentle man making sandwiches asked what we was waiting for and he went over to the old fries/new fries mixture that they just took from us back in the containers and into our Togo bag and the lady came from the back and handed it to us. My husband tried the fries again and like before ice cold. I pulled around and was fixing to go in in an irate mood at this point. I decided to call my daughter to have my daughter deal with this matter cordially. She was on the phone the whole visit for us at this Steak ‘n Shake in the drive thru line. She then called to talk to the manager about the situation we experienced and the lady would not give my daughter her name and hung up on her. At this point now she has us irate and now my daughter which had nothing to do with it except trying to mediate the situation. I am just saying nothing came out of this horrible horrible experience here at my local Steak ‘n Shake. Needless to say we will never be returning. Such a sad situation. Need to learn customer service skills and timeliness of orders there was no reason sir us to be waiting this long for 2 burgers and 2 fries. Which I looked at the counting clock and it was over 28 minutes. I wanted to make you aware that he 2 days later found out he had Covid so then it infectected whoever else got those fries....

As my wife and I were trying to decide where to eat this evening from the abundant food establishments in the area, we found ourselves leaning toward Steak and Shake. We asked each other, "why has it been so long since we've been there?" Well, we couldn't come up with an answer, that is till we got home with what we thought was hot food. Oh sure, the bag was still hot enough that my wife had to move it off her leg, but when she took the wrapper off her sandwich, the meat was just as ice cold as the tomato, lettus, and pickle that was on top of it. My sandwich was still hot. The frys, eh! But honestly the thing looked like it had sat there for a long time. How do I know this, glad you asked. The whole thing was a skew where it had landed at an angle and the bun was flat and hard on the side where it plopped up against a verticle surface and sat. Now taking the assembly skills of the average burger jockey into consideration, I can forgo the difficulty factor. "We can rebuild". But to get a piece of cooked meat as cold as the stuff out of the fride, well, suffice it to say, we won't be back again, or at least, till we forget why, again. That should be Steak and Shake's new slogan. "We welcome all amnesia patients. Our business is built on people who forget why they...