Steak 'n Shake — Restaurant in Delta Charter Township

Food is excellent and the place itself was clean. The service though, what is going on with this place?

Friday night, 7:30pm, we roll up to a line at the drive-thru. We wait 10 minutes, someone gives up and leaves. We wait another 20 minutes, someone else leaves. Another 20 minutes, we finally give up and leave. Almost a whole hour and it doesn't seem like a single order was taken at the drive-through, despite us being able to clearly see people working(?) inside.

Saturday night, we're still craving garlic steakburgers, so we decide to give it another shot. Pull up to the drive-thru, only 2 people ahead of us. 10 minutes later, the guy in front of us leaves. Another 5 minutes, the guy waiting at the speaker leaves. We sit at the speaker for 10 minutes before I finally ask "Is anybody there?". They respond "we'll help you as soon as we can". Alright, maybe they're severely understaffed. We've seen someone hauling trash bags out to the dumpster, so there's at least 2 people working. We wait another 5 minutes before deciding to try a walk-in order.

We walk in, someone's cooking burger patties, trash bag guy is cleaning, a third guy is wandering around. Cook tells us it's about a 10-minute wait. Sure thing buddy. 3 employees and you can't get a single order out the drive-thru? Whatever, there's kiosks here so we put our orders in and sit down to wait.

15 minutes pass. Someone who was already waiting gets their shake. Someone comes in to pick up a mobile order. 5 minutes later, they get their order. A couple walk in and place their orders. Another 5 minutes, I get my shake. 15! minutes go by, my order finally comes out. My friend's still waiting on his order (despite having placed it before mine and having ordered much less than I did). 10 minutes pass, the couple that walked in after us 20 minutes ago get their order. The guy asks us if we're waiting for something. "Uhh yeah, order # 169". Visible confusion. He walks back to the kitchen, then the mysterious 3rd guy comes out. In a managerial tone, "Did you order the garlic double steakburger with bacon?" My buddy says "Yes." Guy walks back to the kitchen. 2 minutes later, he brings out our final order.

Almost an hour one day and an hour and a half the next day JUST to get 3 combo meals. They were delicious, but not at the cost of 150...

I was very much looking forward to trying out some of the beef tallow fried french fries. I went to the drive-through. I specifically asked if I could get the fries directly out of the fryer. The employee never really answered me, so I asked again if I could get the fries right out of the fryer. He reluctantly said yes. That should have been my clue to just leave. The fries were the only thing that I had ordered. I drove around to the window, which only took about 20 seconds. The employee that took my order was inside the window when I drove up and never moved. He already had a bag on the counter next to him. I'm not really sure what he was doing, but it must have taken him close to 3 minutes prior to him opening the window. When he did, I handed him my credit card to pay. He then processed the payment and handed me my card back and the bag that had been sitting there the entire time? While he did this, I asked him if these were right out of the fryer, in which he responded yes. I reached into the bag and noticed right away that they were not hot to the touch? I handed the bag back to him along with my credit card and stated that I did not want them and to void my payment. He then said that I would have to come inside to do that? I asked to see a manager and also said that I was staying right where I was until a manager came to speak with me. A manager arrived and asked me what the problem was. I told him that he should not teach his staff to lie to customers. He snapped back that he didn't understand what we were arguing about? I told him that I was not arguing but rather stating facts! He then handed me another bag, I'm guessing with fries in it, but I politely stated that I just wanted my payment voided out. He voided my payment, and then I just drove away, never to return to this Steak n' Shake ever again! I will be contacting the Steak n' Shake home...

Had a terrible experience last night there. First it was freezing cold. Might as well have been eating outside. Our waitress was absolutely awful. She was extremely rude...i was in shock how she talked to me. My 9 year old son ordered a mint oreo shake. She brought a regular oreo shake. When I said he ordered the mint one she said "No he didn't he ordered that one. No one told me he wanted mint". I said "ok I'll ask him if he will just eat this one". She continues to argue about it when I heard him clearly 5 times tell me and the waitress he wanted the mint one. So I asked my son and he said no he didn't want to eat this one he wanted the mint one. So she says again that no one told her that. I asked her if we could exchange it for the correct one. So she grabs it, rolls her eyes and takes it back to exchange it. Finally my son got the correct shake. My sister in law ordered a chocolate m & m shake. She got that but with banana in it also. So we had to exchange that one as well. Our rude waitress also told us kids meals were free for every 9 dollars spent so obviously we thought it was true. When we went to pay the manager said no that is only weekends. The manager asked the waitress if she told us that and she says "I don't know". After my husband went and complained we did get the kids meals free because that is what the waitress told us. I am shocked a business would employ someone so rude. I'm sure it isn't the first time she has acted this way. Needless to say she got a tiny tip and we tipped another waitress that helped us out with a couple things. A business should really take a look at who is out there representing them and put more effort into better customer service. Nothing lake making a good night turn into a miserable one when all you want is good food, good service and fun with your...