Steak 'n Shake — Restaurant in Franklin

After being seated at our table for 25 minutes, witnessing one waitress fix another waitresses hair before taking selfies together behind the drink counter, my son in law had to go to the front and ask for someone to wait on us. By this time all of our phones were out so we could time things as this location is notoriously slow. 13 minutes later a waitress came over and took our drink order. While waiting on our drinks, we observed the two waitresses taking more selfies and a waiter playing a game with wadded up receipts by trying to make them into the trash can. 17 minutes later our watered down drinks came, one glass of tea had no ice at all as it had completely melted. Out of the 6 drinks ordered, 2 were wrong and all had melted ice.

My son in law asked the waitress if he could speak to a manager and we were told that he didn't talk to customers. My son in law asked her if she would ask him to speak to him and she reluctantly said she would. 9 minutes later a young black man horribly dressed in baggy pants that were entirely too long as the hem on them was raveled and dirty, wearing a hoodie with both hands in the front pocket, came walking up to our table. I'm not sure I can even say he was walking as I don't believe he ever picked up his feet up off the ground, he just sort of slouchingly shuffled in slow motion to our table with his hands in his hoodie pocket and head cocked back and stood at our table like a brick wall. My son in law who is a Sgt in the Marine Corp, politely stood up, extended his hand for a handshake and introduced himself. He then informed this manager of our experience in the restaurant. The manager never apologized, never offered a solution, never said anything except that he would "talk to them.".

The manager then went behind the drink counter where 3 waitresses and 1 waiter was and we could tell that he was telling them what my son in law had told him. One by one they would look over at us and then laugh. Then one of them would say something to the others and they would all laugh including this so called manager. I am in no way exaggerating when I say it was a scene from junior high.

We have always experienced extremely poor service at this location but never disrespect. We will never return to...

Wanted comfort food after being across the road at the hospital for over an hour. Saw the drive through line and decided to walk in. Ordered fries and a dark chocolate shake. About five minutes later they bring a bag of fries to the counter. "Here's your fries." I ask about my shake. The guy doesn't know. "We're still looking for it." So my fries sit there. And sit there. The counter guy waits on people, rings them out; people who were seated as my order was being taken are receiving their food. No shake. About three or four minutes after my fries were put on the Counter Of No Heat Lamp the cashier disappears. Three minutes later he's still gone. There's no one at the counter to inquire of. So I left. Called them when I got home. The store manager is not available, but I'm speaking with a manager called Catherine. She says she just threw my food away. Wants me to drive back, all the way across town, for a remake. What are these people thinking? Certainly they have no respect for my time or the trouble they put me through. It must be 10 miles away. "Hi, I'm the guy who complained about how long your service took, ready for my spit-shake." That's not going to happen. I ask what the deal was, and why I was supposed to be happy with fries served ten minutes (at least) ahead of a milkshake. She says they were 20 (TWENTY) minutes behind on their shakes. She never addresses their practice of delivering the food piecemeal. I tell her that if anyone had had the common decency to tell me that, I wouldn't have ordered anything. Catherine insists that the best she can do is remake my food after I identify myself as a complainer, or that she can give me back my money if I drive back over. Catherine, how about being considerate of your customers and telling them it'll be at least 20 minutes before you can fill their order? Ever think about that? Or how about delivering the two items fresh at the same time? Ever...

The food was great, that's why they get 2 stars, not one. Beyond the food though, I'd give negative stars if I could. It was not too busy when two of us entered at the same time as a family of four. The floor was filthy with trash all over it. Ten minutes later the place was packed and the server finally came to our table, proceeded to take our order along with every other now filled table except the family that walked in at the same time as us. That family walked out. While we were eating, the manager and other servers were trying to force a bench seat back together, shaking and banging all other connected booths. The women's room toilets had feces smeared on the seats, the men's room had a bottle of old urine sitting on the sink counter and stunk so bad I couldn't breathe. I brought it to the manager's attention and he brushed it off as being just put there because he has employees that check the restrooms all the time. Speaking of the manager, when we wanted to pay and leave, no one was at the register, until the manager finally came over after we were standing there about five minutes. He then ignored us while he rang up a check that he had personally picked up from a table. Once finished with that, he stuck his hand out for our ticket without a word. We will never go back to...