Steak 'n Shake — Restaurant in Florida

What an awful experience. I went to pick up my order tonight (January 8, 2021) at 8:55pm. My order was not on the counter. We stood waiting for about 5 minutes for our order when the person working at the front told us that if our order wasn’t on the countertop then they didn’t have the order. I asked if he would verify the address, and he snapped, “No! I have nothing to do with online orders.” So, I looked online to verify the address myself (it was correct). I asked if he could check for the order number in his computer, and he sighed very loudly and went to the computer, pushing on the buttons with lots of exaggerated taps. He said, "No! No orders! We have nothing for you." I said, "Could you possibly check to see if you've filled the order already? Maybe someone took our order before we got here." Again, he said, "No! I have nothing to do with online orders." I said, "Well, what would you suggest as far as the next step?" He replied, "Call corporate and ask for a refund. Then send your order in again. Until then, I can't help you."

After looking for the number on your website (it wasn't listed) I Googled it and was able to find the helpline. A recording informed me that there was no one available to help me at this time, and then it hung up. I tried again; same result. There is no way to reach out to customer service on the app. We left with no food, no refund, and no real solutions on what to do next. We finally went somewhere else.

I am a long time customer of Steak N Shake, but not only did no one offer to help me in any true fashion at the actual restaurant I can't get in touch with anyone at your headquarters, either. It's not a good feeling.

Luckily there's another location not too far down the road. They will get...

I’ve always loved steak and shake for their personal polite service and juicy burgers my favorite has and will always be their chocolate shake. However this is experience was by far one of the worst. Me and my significant other came in for a nice lunch was greeted by the manager very promptly which was right on par to what I’m used to. But when I went to order was very quickly told there is nothing but self serve machines now which was a very big turn off because they are hard to use and we were both confused as to where to find single burgers and anything really when we told the manager who by the way was very polite. She in response told us I’ll help you through and we said no thank you if you can please just take our order at the counter she insisted on us using the machine there was no one in the restaurant at the time so we were pretty confused as to why not just help us out and get our order in while on our 30 minute lunch break. We used it hesitantly our burger came out with mustard which we did not want and the floor was very greasy throughout the whole restaurant don’t know why because that’s not typical and to put the cherry on the shake so to say as we’re leaving she’s taking an order at the register to another group which she actually kind of refused to do for us which we and my partner both found very odd and kinda rude to be honest. Long story short until you get someone to the resister cleanup your floors and find a way to make the all American Steak and shake back to the roots we will absolutely not be back thanks for a very disappointing lunch hope you find a way to be better for the following...

Dirtiest steak n shake ive been to in my whole existence. The toilet has been clogged for like two days. The food is undercooked, except when jake is working. My milkshakes are never stirred correctly. And the last 3 milkshakes ive had has tasted like chemicals. I think its the dude with the glasses fault. Ive had a problem on multiple occasions where they are ran out of onion rings or fries and they dint tell us until AFTER we pay, then they YELL at us for ordering when we didnt know. And then i never got my REFUND for my large onion rings and fries. Its the tall pretty spanish manager that be yelling at us (the customers) but i think she fine as hell so she can yell whenever she wants. (At me at least) i’ll be security for the store. The chicken tenders be cooked in dirty oil. But i still order them. The floors were slippery and dirty with no wet floor sign. The grills looked extra dirty today, i was looking at them from where i place my order and it was nasty. Can we make sure we clean them on a regular basis. And can we fix the grills because why are my patties coming out shaped like texas and undercooked in the middle. My twix milkshake had hints of cotton candy everywhere and they refused to remake it because they didn’t see it, even though i told them they can taste it. The drive thru freaking stinks it smells like something died, theres a bunch of flies, thats nasty. Can we do something about that? Thank you. Please take kind regards to my genuine feedback. :) see y’all in a couple days to follow up in person, please...