Steak ’n Shake — Restaurant in Georgia

Been going to this Steak n Shake on occasion for 10 years, and was always happy with the food, the speed, and the staff. It’s exactly what fast food should be…that all changed this evening.

I’m assuming there is new management at this location as the manager I knew was typically always there. I pulled into the drive-thru just before 7pm; I was the only vehicle in line…I could see a few people sitting in the restaurant but no one in line ordering food or waiting.

Very simple order…two burgers, a kids grilled cheese, fries, drinks. I sat at the window after ordering for at least 10 mins. The woman opens the window and simply says, “$29.33”. I handed her my card and politely said, “How u doin tonight?” She responded, “I gotta go to the bathroom…I’ve had to go pee all night. There’s only two of us here.” I responded, “Hey, there’s only one vehicle behind me, why don’t you go and I’m happy to wait.” She could not have walked slower to the restroom…and even slower on the walk back. Zero hurry for anything. It was far more intentionally slow.

Another 10 mins goes by, and she then opens the drive-thru window and says, “I need you to pull around and wait at the back door. I need to get the man behind you.” I responded somewhat puzzled but still polite, “Ok…we’re just waiting on?? Is everything ok?” She replied, “Like I said sir…there’s only two of us in here.” I smiled and said, “Respectfully, there’s only two of us in the last 30 mins out here, and I’ve been here a really long time.”

I go to the door (it’s pouring rain). I wait. And wait…5 mins, 10 mins…after 15 mins, I decide to drive back around. There’s no one eating inside, no vehicles other than me still in the drive-thru so I go to the window again. I lightly tap the window and she comes over and angrily says, “I’m still waiting on your fries sir!!” I said, “WHAT??? For the potatoes to grow?? Cmon now…I’ve been nothing but nice and patient but this is ridiculous.” She shoved the bags into my hand while saying, “Good night sir”.

I had gone grocery shopping just before this stop at Steak n Shake. 34 mins in the grocery store ($200+ of groceries). Steak n Shake took nearly 40 mins to make the only food they sell. Stay away from this location unless you want to age while...

The law of averages states outliers will be worked out through consistent trial and error. It is my conclusion that a good experience at this location is indeed an outlier in an overwhelmingly dissapointing and underperforming trend of what was steak n shake. Having closed half of their locations, you would think that they would attempt to stay in business, yet every steak n shake I have gone to since 2017 has been abysmal. If I could pick a color to describe how I feel about steak n shake, it would beige. If steak n shake was a memory, I wish I could have forgotten.

I was not allowed to order 3 separate tickets at a dead hour for drive through, my friends order, a #4 was messed up by having "the works" on it when he specifically requested no onions or pickles. Perhaps having one staff member on grill and one on dress while their chef is on smoke break in front of the store with his headset on is to blame. We asked for the correct burger, and they gave us a new one with correct toppings, and 3 cookies to make up for it, but the burger was lacking bacon, the extra charge that makes a #4 separate from a #1. We asked for bacon and they gave it to us in a cup and said we could put it on ourselves. They claimed they could not put it on because that would require they touch our burger. Why not make the burger again, and do it right? The chef/dresser seemed overly casual about the experience, while the main chef was out smoking.

Leah was nice tho. 10/10...

For years there was a manager where the food was great and service was great. Lately there’s a guy with major attitude! Strong Haitian accent so it’s hard to understand him at times. But the last few times I’ve gone and he was working, the food was horrible! He doesn’t fill the shakes to the top. I paid to large size my fries and he only filled it half way. We ordered 3 chicken fingers for almost $6 and they didn’t give them to us and I had to remind them they forgot them. Lady who works with him just basically shoved the bag to us through the window and didn’t apologize or anything. The burger he made was missing half the toppings and was smashed like he was angry as he was putting it in the bag. Sketchy people at this Brookwood location. I deleted my SS app and will never go back to this location. They are already very expensive but when the quality of food and service are horrible and with major attitude, I’ll take my business elsewhere. If the owner of this franchise is reading this, you don’t need to have him on...