Steak 'n Shake — Restaurant in Frankfort

Have been to this Steak and Shake about 16 times over the last 3 months for lunch. I like the food better than other hamburger fast food places or I would go some other place. Most of the time, I had to stand and wait for a hostess to seat me, sometimes as long as 10 minutes. The cooks could obviously see me, but did not take the time to let someone be aware there was a customer. This happened to me again today, and a family trying to check out couldn't because there was, as usual, nobody at the register. Finally, the man got really, really tired of waiting and yelled out so people in the back could hear him. He said he could see the waitresses standing in back talking, totally unaware that there were customers. Today, after waiting 10 minutes to get seated, I waited another 6 or 7 minutes for the waitress to take my order. I was the only person in the restaurant at first. She never once came back to ask if I needed anything. So, while the food is pretty good compared to most fast food, there is a management and/or staffing issue that needs to be addressed. While I was waiting for service, more people started coming in for lunch. I heard people ask for coffee, but they couldn't serve coffee because they were out of filters. People ordering chili we're advised they had no crackers, so people were changing orders. Checking out was like trying to get seated....hurry up and wait. Then the person at the register couldn't make exact change to the man in front of me. I dug around a found exact change so I could get out of there asap. I have never managed a restaurant, but I would think it would be imperative to always have someone on the register and a hostess? And, I would think inventory control would ensure a restaurant had products. Looks like a bad management issue to me. I am done with this restaurant for a while. We don't have one in my town, but I won't be back in Frankfort anytime soon. There's a Taco Bell next door anyway. The food sucks, but at least a person can get...

When we first walked in, I noticed that all of the tables were really dirty. I gave them the benefit of the doubt because it was around 1:30 and I assumed that they just got through with a lunch rush. I asked if we could get our order to go or if they could clean a table, and they said they would clean a table. After this, one of the cooks came out, looked at our table, and started laughing. Again, benefit of the doubt Maybe they weren't laughing at us. While our food was being prepared, one of the workers took a lid and ketchup packs that had been sitting on one of the dirty tables and restocked it. I guess I could understand the ketchup packs? But definitely not 1 lid, considering that's in direct contact with your beverage. After finally receiving the food, the trays were still wet but yet they had crumbs and sauce on them from the prior person still. The burgers were extremely soggy on the bottom. I know burgers can be greasy but the bottom buns were like they had been soaked in water. Some of the fries were mysteriously wet and cold. The lettuce that was placed on the burger should have been culled and disposed of a day prior, at minimum. The ketchup that they were using on the burgers had an almost rancid taste. The syrup to water mixture ratio in the fountain seemed to be off as well, which was actually pretty minor compared to all of the other things. My wife asked to speak with a manager, telling her our experience, and they did not offer to refund or replace the food, or address any of our concerns. I had some money left on a gift card which I gave to another customer upon leaving, because we will not...

I ordered a Reese's Chocolate Peanut Butter shake. After eating about half of it, I noticed the phrase "pass my grass" written on the side of the cup. When we left, I asked the manager what this was about? The manager, a blonde, skinny man with glasses that I assume is Joshua K, said, "Oh, I didn't think any of those got out." I was appalled to learn that there were 7 of these cups with writing on them, the manager knew about them, and this manager said he made my shake! He gave no explanation as to what this could mean. My 14 year old son had to tell me it was a marijuana reference. I panicked as I wondered, "What was in this cup before? Is there marijuana in my shake? Are they dealing drugs out of their shake cups? Is he asking me for drugs?" The manager assured me nothing was previously in the cup. He then proceeded to take a picture of the old receipt and said he needed a picture to show his manager why he deleted the shake off my order. That's it! He took off the shake! No apology, no complimentary meal, no trying to make it right in any way. He gave a customer a cup with drug references on it, and all he is worried about is covering his own hide when his manager asks why he voided a shake.

This has to be the worst experience I have ever had at a Steak n Shake, and really, any restaurant. I'm so glad that customer service is your number one priority. I'm glad that practically anything can happen to my food or its...