Steak 'n Shake — Restaurant in Georgia

Worst experience eating out EVER. Waited 8+minutes to be seated. (Should have been a heads up). There were 4 of us in our party and they gave us 2 sets of silverware. Server was rude and rushed when taking orders. 3 of the 4 meals were wrong. Our server came by and said our food will be ready shortly that the cook put it in a To Go bag and that he was having to unwrap everything and put on plates. Needless to say the burgers were mashed and cold. The fries were cold as well. We never received re-fills. As we waited for 45 minutes + for our food we had the pleasure of watching the 2 servers running around complaining about how busy they were. The floor manager appeared from only God knows where and starting seating guest as they were backing up waiting to be seated. All the while she was complaining as well. A group of teenagers came in and said they were a party of 12. She chose to seat them at a dirty table. When one of the servers asked “ Why did you seat them at a dirty table?” Wait for it......Her reply was “they said there was 12 of them and there is 16”. Yes, this is the floor manager. When we complained about our meal be cold and incorrect, about 15 minutes later we received a new burger for the one that was wrong and received 2 orders of hot fries in a bag. Just for the record we had 4 orders of cold fries. Then to top off the experience the floor manager, Stephanie Lewis decided to come to our table to apologize. She said “ I’m really sorry but they said there was 12 and there was 16”. Never mentioned anything regarding all the mistakes with our orders. Wow, just Wow. It gets better...... She even told us “ You don’t have a right to be mad at them, it’s not their fault”. Not sure as we were not mad, but not sure who “they” are. The server, the cooks, or the “16” teenagers? Now, as for the “16 teenagers, they had more sense than the rest of us as they heard all the arguing between the servers and the floor manager as they all plainly stated they were not taking their orders. They all got up and left. Another large group was checking out and they erupted with complaints about how that was rude and wrong for them to refuse to serve the group. Not once during all this excitement did the manager surface until we were checking out. After explaining what had happened in her restaurant for the past hour she explained that she could tel her GM bit she couldn’t do anything more. Thinking of visiting Steak ‘n Shake? Don’t bother unless you have a lot of time to kill and just like to watch the entertainment between the servers and managers. I use all the...

My wife and 4 boys have always been a longtime patron of the Steak n Shake #652 at 835 Jimmy Lee Smith Parkway, Hiram, GA 30141. On the average we visit you restaurant about 3 to 4 time per month. Never once have we complained or encountered a situation the staff couldn't resolve in a respective manner.

On Sunday January 19, 2015 around 6:30 P.M. my wife and I pulled up to the drive thru. It was obviously extremely busy inside and out because the drive through window had 3 cars ahead of me and 6 cars behind me. Eventually I got to the window and ordered a classic side-by-side chocolate and strawberry shake. The cost with tax was $3.73.

From the moment we place the order It took 33 minutes to get to the window. By this time I was disappointed because of the long wait time. I paid for my shake and drove off. I took a sip and realized the shake was fully melted with a runny , watery consistency and near room temperature.

I parked my car and went inside to return the shake. By this time I had been at Steak n Shake for approximately 45 minutes just to receive a melted shake. As I stated earlier It was also busy on the inside of the restaurant. There was no one at the counter when I went inside, but there were many workers in the kitchen. I waited 10 minutes for someone to arrive. By this time I've been at Steak n Shake of 55 minutes.

The young lady asked “what do you need”. I explained the situation with the shake and I requested a refund. She said that we don’t give refunds on our food. I then asked to see a manager. She stated “ I can get you a manager but she’s not going to give you your money back either.” I was in disbelief of her rude behavior and poor customer service skills. She left to get the person I thought was the manager.

By this time I had been in the restaurant for 1:10 minutes. A supervisor came to the counter. I explained the situation to her and she emphatically stated that “we do not refund food and I couldn't give you a refund if I wanted to.” She did offer to remake the shake or give me a coupon to come back at a later date. This option was totally unacceptable. Because of the situation I felt this was a grave injustice. Steak n Shake had provided me a sub-standard service and would not own up to any accountability for their mistakes. Instead they chose to keep my money. By this time I had been there 1:23 minutes all for a milk shake that was not fit for...

The new self serve concept is not so great. With there not being tech savvy people in the world and to my luck the 2 of 2 stations available were both occupied for a lengthy time in people just trying to figure out how to order with the counter lady just watching. Flaw 1. Solution do like chili's and have them at each table. So they can be slow and learn at their pace and the rest on a time crunch for lunch may move about a little quicker. The other is seeing flaw 1 already existed I ordered a shake with my meal but as in the years past I want it a little later so asked the lady if they can hold off on making it for about 10 minutes. She said no it all comes out together. Not surprisingly my number was called and only the shake was on the counter by itself...and before the meal. Solution 1 could fix flaw 2 as I can add the shake to my ticket before cashing out. I am all for self serve as service industry has gone into an even deeper spiral of awful service to where it can literally just be a lobby cleaner and no counter person. Lobby person can assist with checking to make sure tables computers are checked out and tables cleaned and please for the love of all things holy can we clean the greasy floors that seem to be a constant in your stores. Now the food.....it was excellent. Great burger and amazing little fries. Thank you for making a great simple meal. Was and is seriously a great meal. The ladies in the grill did phenomenal. Shake guy....your shake was Uber quick and made perfectly. Granted too quick before the meal that I was told all has to come together, but still a great shake and nothing to your fault. It's ok to smile to the members that deal with us customers that are not your regulars and heck even a little politeness would not hurt. Abrupt and non helpful answers to my questions were worse. I would have been just happy with you turning your backs and not answering as the half turns to do so were about the same thing. But again. The food and self serve are great ideas just hopefully executed in a more efficient manner....