Steak 'n Shake — Restaurant in Douglasville

This store is HORRIBLY mismanaged! I am new to Georgia and Douglasville. I accidentally came across the Steak & Shake app, while searching for, "restaurants open late, near me." While researching, I found that if you join their online club, you "should"..............be able to, order your food online, and in 15 minutes, pick up your food, hot and ready to go! Since you had plugged in your credit card info...it is already paid for!! Just tell them who you are, verify your order, grab your food and bounce!! Right? Easy peasy! NOT AT THIS LOCATION, IT TURNS OUT!

Oh boy...here we go...OK, when I walked in...there were 11.....YES, ELEVEN employees on the floor! Two cash registers/order stations working. Plus, the drive-thru. In front of me, there were two young men at one register and a middle aged man at the other. Customers. The two young men got their orders and headed for their seats. There were only 8-10 customers in the dining area. It was slooooow. So, I stepped up to the register, thinking, "this is going to be GREAT! My food will be hot! I'll just grab my food and be gone!" As Lee Corso always says, "Not so fast, my friend."

I stood there, at that empty register, for six minutes! SIX MINUTES! I TIMED IT!!! NOT ONE EMPLOYEE ASKED ME IF THEY COULD HELP ME!!!!!!!!! THEY DIDN'T EVEN LOOK AT ME!!!!! FOR SIX MINUTES! About that time, the fella who had been standing at the other register, from the moment I walked in...spoke up and said, "I'd like to see the manager!" Uh oh. He was....HOT! As the manager made his way to us...he was smiling. Wrong thing to do, tonight...as far as that other customer was concerned!! He ACTUALLY TOLD HIM, "You don't need to be smiling up in here!!!" He then proceeded to rip the guy a new one! The manager then had the GALL to say to this customer..."It's been a hard day and we're all tired." W H A T ???????!!!!!!! DO YOU THINK YOUR CUSTOMERS CARE ABOUT THAT? THEY'RE TIRED TOO!!!!! From THEIR hard day at work!!!!!!

I'm not sure how the "chain of command," works for Steak & Shake...but, that guy was PISSSSED OFF! Justifiably so!

So, 11 young people walking around, two on their cell phones, others were so obviously, "trying" to look busy...and I have YET to be asked if anyone could help me! You know...one of those surreal, "this is NOT happening," moments!!! All I know is that Steak & Shake will NOT get a 2nd chance to make this right! I will NOT be going back! This is an obvious lack of leadership in the organization. Or in this case, most likely...DISorganization. I hope you hard working folks aren't holding onto any S & S, stock? I'd short it if I were you!! First thing...

Went through the drive through today around 3:30pm. There was one car in front of us and none in the parking lot, completely dead. The car in front of me gave their order and pulled up, I got to the speaker and was told “wait just a moment”. I say there for 10 mins. 10! They finally take my order, very simple, a number 2 with a Diet Coke and a number 3 with a coke. Not hard at all. I pull up to pay and say “hi how are you?” And the girl at the window just looks at me and says “it’s $12”. I hand her my card and she hands me my coke and Diet Coke. She walks away with my debit card and i didn’t see her for 5 mins. She finally comes back and hands me my card and walks off again, out of sight. Sit there for another 5 mins waiting for my food and a young guy comes up to the window eating food and making drinks for himself and just staring at me. He finally walks off and the first girl comes back and says “what are you waiting on?” What?! I said “um, my food?” And she said “oh, what did you order?” I repeated my order to her and she walks off again. Another 7-8 mins pass and she comes back and says “so what did you want on your burgers?” SERIOUSLY?! What do you think I want on my burger? The freaking stuff that comes on it, do you even know what’s on your menu??? I was fed up at this point and said “don’t even worry about it, just give me a refund” And I handed the drinks and the receipt back to her. She walks off and is gone another 3-4 mins, comes back with a manager. The manager opens the window and goes “what’s wrong?” With soooo much attitude. I told her what happened and she interrupts me half way through to say “yeah, they lost your ticket so give me your card” so you lost my ticket? But there are now 4 cars behind me so you have been taking orders and no one has been at the window to take their money or check what the hold up was for almost 40 mins? She never once apologized, offered to make our food real quick, nothing. If I hadn’t asked for the refund I would have been there another 20 mins. Worst experience from any fast food...

We will never eat here again! I walked in last night with my two young children and there were three other families waiting to be seated--plenty of tables available but the hostess was nowhere to be seen. I stood by the hostess stand for a while. When I saw her come out from the kitchen, she yelled to me from across the restaurant that she was clearing a table for me-not giving me a chance to tell her how many people were in our party. She came over to the stand and told me to come with her. I informed her that we had a party of six. She had an attitude with me, then cleared a 4-seater table... She sat us under a vent that was leaking water all over my mother. We attempted to get someone to allow us to change our table but there were literally no waiters in the dining room. Our waiter finally came to take our order. We all ordered and I ordered an extra meal and drink for my husband who was on his way. He returned with the drinks, forgetting my husbands'. He made a comment to my husband (who had since arrived) that he didn't know another person was coming. My mom reminded him that I had already ordered for him. When he brought my husband's drink, he forgot to bring straws or napkins. This was the last time we saw our waiter all night. My husband hunted down straws and napkins, we then proceeded to wait for a full hour for our food. It never came. The two tables that were seated before us also did not have their food. My husband approached the counter to ask about how much longer it would be. No one would answer his question or come to his aid. We witnessed three employees in the back of the kitchen arguing with each other rather than assisting the customers. We (and three other families) left after an hour wait. The customer service was dreadful from the time we walked in until the time we walked out. The service at this location is usually horrible but we thought we'd give it one last try. Never again...sorry for the long post. Angry...