Steak 'n Shake — Restaurant in Edwardsville

My mom & I went to the Edwardsville, Illinois location last night for a quick dinner, or what we thought was going to be a quick dinner. We ordered our food on one of the kiosks which I think are stupid because you’re taking jobs away from people who could quite possibly need the money to support their families. Also, I find it hilarious that they ask you if you want to leave a tip at the end of your order when you’re doing all the work yourself outside of cooking the food. Why would you want to leave a tip for the cooks when they make at least hourly wage if not more? Anyway, let me get to my point. We ordered our food, & it took over 20 minutes for our food to be ready. When we finally got our food, it came out stone cold. My mom ordered a patty melt, & I ordered a bacon & cheese double. My mom made them remake her food because the bread for her patty melt was burnt to a crisp, & like I already said, it was stone cold. I would’ve made them remake mine as well, but I was already halfway through my burger. Also, we got a medium order of fries to go with our burgers, & we got like 10 fries a piece with our meals. The only good thing I’ll say is at least the fries were hot when we got them. Also, we got a cup of cheese to go with our fries, & trust me, we didn’t get our money’s worth out of the amount of cheese we got. Also, the lady that was there, that we were guessing was the manager on duty last night, didn’t know how to expedite her team very well. Instead of trying to push to get the orders out, she just stood there & acted like she had no clue what she was doing. Also, I’m not speaking for us, but there was another family of four in the restaurant as well. When they got their food, it was placed on the tray so poorly that when one of the girls tried carrying it to their table everything fell off the tray onto the floor. Why couldn’t they just give them two trays to put their food on so maybe that didn’t happen? After it happened, the girl went up and asked for a broom to clean up the mess. Instead of the workers just saying don’t worry about the mess, we’ll get it, or something like that, they handed the girl a broom and dust pan to clean it up. Now, I understand that the girl did ask for the broom and dust pan, but it’s not her job to clean up the mess that could’ve been prevented if the food was placed on the tray correctly in the first place. Now back to my mom and I. We have went to this location before for lunch. We had no issues with lunch when we went there. Why should dinner be any different? You need to step up your game for dinner service. I know that might not mean much to you in the long run because we’re only 2 customers, but don’t forget that people talk, & they can easily get others to stop going as well. I can see why there might be a lot of Steak ‘n Shakes going out of business soon if this is the kind of service & food customers are getting. Step up your...

Had a bad experience where I ordered thru app and then arrived and called the number as instructed. The phone rang and rang with no answer, I then went to walk in and grab my food since the restaurant was full of guests to be greeted with a locked door and no body answering. Went thru drive thru which took 30 minutes after my food showed completed to be told "no refund and the manager could care less about my time". I then tried to get ahold of customer care with steak and shake to be presented with a "the office is closed" message. Where has customer service gone. People, please be careful with the Edwardsville IL location if you do choose to go since you will get no refunds for UNFRESH food as well as have to be expected to wait depending on if they have a private party inside or not.

Update: I talked with another manager on the phone this afternoon and they are going to try to make it right by remaking food and district manager (Mary) is supposed to call me back. Still have not received a call, but will keep you updated. At least this manager is trying to assist.

Update2: Mary (District manager) did not call me back at all. I confirmed with the day manager that Mary did receive the correct info. Moral of this story is if the District Manager can care less about returning calls and making sure the customer is happy, then why should any of the employees. Be careful since it looks like this store (edwardsville) has no management/owner interaction.

P.S. After reading all the reviews (after and before mine was posted awhile ago), I wonder why people still give this location a chance. I have decided that since we are lucky enough to have a choice of restaurants in Edwardsville Illinois (including freddy's), that I will not go back to this location until the management gets more involved, with ensuring that my experience as a customer is going to be worth the money/time that I am investing in going. It seems as if restaurants like this don't value the customer anymore and seem to expect the customers to continue on coming back even when the experience is not professional and courteous. If we are going to make a change, we have to start somewhere, right! Please standup for yourself and help make a change since the prices are going up...

Tonight I had a close encounter with a worker at this establishment. Tonight, a few close friends along with myself and my girlfriend went out to view Christmas lights. On the way back to town, we were pressed with one question, what to eat? While I suggested Mexican cuisine, my close friend suggested steak and shake. While not opposed to the idea at first, this soon became a major mistake. While my chicken tenders were not the worst, my girlfriend’s burger was dripping with grease and vile liquids. The mustard tasted toxic and vile. While waiting for the food we all awaited while staring politely into the kitchen. This is when I met eye contact with a particular employee wearing a blue jacket along with the rest of the workers not doing anything to get our food to us sooner. After the food came we discussed the meal and watched as the one worker who was actually doing his job scraped burger meat off the grill and laughed about the noise it made. After about a minute of laughing, the same worker in the blue approached us at the counter and asked me if I had a problem with the food. After replying for the sake of the group, he came back and told me to “stop my bitching.” While the food wasn’t as bad as the burger, this encounter irked me to my core. No worker at any establishment should be talking to paying customers in that way especially with that language. While this event made me want to never come back to this establishment ever again and filled with deep resentment for...