Steak ’n Shake — Restaurant in Florida

We came in to have a dine-in experience. I was not pleased with the scanning of a ticket to get a drink. Luckily, I did not throw away the paper receipt with the QR codes attached to it. The time from ordering to getting our food was extensive. The restaurant was not extremely busy (maybe 1/3 of the seats were filled and 1/2 of those already had their food). Our order was to dine-in, but we received it to go. The concierge did offer to put it on a tray for us. Once we sat down to eat, we had a slice of tomato that had dirt on the skin. There was enough to wipe off with a napkin. We mentioned it to the concierge and showed her the tomato. We did not want another slice of tomato; she then caught herself and offered to have the sandwich remade. We declined the offer to have a new sandwich made. Just to be clear, I did not ask for a discount or a refund for that part of the bill. I am not sure if the tomato was not washed thoroughly or even washed at all. She eventually went to the kitchen and said something to someone. Not sure if it had anything to do with our meal or not. The manager never came out to the table to apologize or even come over to take a look at the food his restaurant was sending out to the customers. This is very concerning to me and everyone else that eats there. How many more times has this happened previously and was never caught. I also sent in the survey from the receipt. Now, the rest of the food had a good taste. Lastly, the concierge was polite and apologized for the quality...

I have been in the customer service industry over 20 years. I am a local dj (hospitality employee). The servers you have at this location working the late night shift go above and beyond for the customer. The kitchen staff however is atrocious. In an open concept kitchen they need to have good customer service and be able to treat fellow employees with respect. Mark and Caroll are two of the worst team members I have ever seen. Inconsistent food temperatures. They do not change gloves between burgers causing them to leave the buns greasy. I was told that if u put an over-medium egg on a burger it will break the yoke. In food service any cook will tell you that if you are gentle with placement it will not break. Then there is the way these two individuals speak to the servers almost as if the servers are bothering them and beneath them. The servers are a shining light in this establishment. However, these two members of the kitchen staff should be fired. They are a cancer and will continue to deter business with their actions and with the way they speak to people. Plenty of unemployed individuals that would give 110% at their job. On the wall is a plaque that says, "Satisfaction Guaranteed" management need to uphold this by having more pride in a location that could be more profitable if the staff was all on the same page. I refused a discounted bill because I believe in paying it forward. This may be just 1 opinion. But in my network there are...

I've been going to this location since it opened back up a couple of years ago. It's had some ups and downs, which is to be expected. However, it has been getting much better lately from my personal experiences.

Christian is a regular employee there (possibly a manager or team lead) and is wonderful. Extremely helpful and patient. I pray that young man is recognized and is being taken care of. It's people like him that makes this world go round. He treats all customers like family and with much respect.

The food is pretty swell for being Steak N Shake. Getting what I expect and the same with the shakes. The environment is friendly and relatively clean. There's always room for improvements and updates, but overall a great place and experience.

The only thing negative that I have, which I've found is an overall problem with all Steak N Shake locations now. And that is the new control factor on the soda machines. Scanning your receipt to obtain your soda is ridiculous and is one small step closer to removing basic human rights. A basic problem already seen besides the strain on human freedoms is the constant lines surrounding the soda machine. It takes forever and is uncomfortable. To say the least. Regardless how big or how small... it is what it is. And this is where I'll stop within the rabbit hole. Thank you...