Steak 'n Shake — Restaurant in Goshen

May 12th 8 pm 4025 Elkhart road Indiana 46528. So many things wrong. Started off well. Taken to seat and asked for order. Took some time but what do you expect from a cook who had no gloves on wearing "beats" headphones while trying to cook AND eat her onion rings right off the front counter in front of customers. Food comes but is incorrect but only one extra fry. No napkins, no flatware, no ketchup and no special seasoning, not to mention the mustard bottle was caked shut and unusable. No one came over to check because waitresses friends came in and she had to sit and chat while I had to go to register to ask for the napkin and watch cook eat her rings. (Ps side note-a group of young guys waited to be seated while waitress SAT chatting with friends for 5 mins-they left leaving an elderly man waiting for 15 min.) When waitress finally cam to counter she thought I wanted to PAY-LOL. I asked her why we received no drinks no water no napkins? I was told I didn't order any drinks since none were on the receipt. I reminded her my son ask if they had Pepsi or coke products and then ordered a rootbeer. (Not to mention the WATERS were on the receipt but why fight over that?) Finally had enough of excuses and asked to have some "to go" boxes and sat down. Waitress came over with a handful of napkins and a couple of small broken boxes the size ofbig mac container to fit all the food we didn't get to eat and still trying to remember what kind of drink my son had. Told her I just wanted to leave and she tells me the manager was at the counter to fix it (the one person that was not seen for 45 mins was now wanting me to go to her to fix THEIR problems) So I leave EVERYTHING on table and tell her I want to leave but I can't pay because my bill walk back the the friends table. Never asked what was the problem. Waitress brings over bill and manager says to her "but the rootbeer was never rung up!" I tell her I'm done ring me out I want to go somewhere I can get some food. I guess manager had little training on cashing out because after 2 mins of trying to get register to work I asked to see the receipt ($10.69) put $11 on...

I can't speak to regular service here, but the kitchen completely failed to properly assemble a double steakburger with cheese, to the point that there actually wasn't anything but a tiny splotch of what my wife and I assumed was cheese between the patties. The waitress also forgot to bring a cup of cheese for my wife's cheese fries (likely the kitchen forgot it, but shouldn't she check for that before bringing the food out?), and our salads arrived literally about 30 seconds before our food...I don't think either of us had even managed to get the dressing poured. For my wife's sake, this wasn't a completely bad thing since she had to send her burger back, but it was another poor showing from the kitchen.

The sad part is my wife didn't modify the order in any way, but my western barbecue and bacon burger was ordered sans diced onions, and it arrived without issue. I also got my cheese cup.

With that said, the food arrived quickly enough that our kids weren't freaking out, and the waitress was quick to correct both issues with my wife's order. Our shakes arrived at an appropriate time to go well with the meal.

I've had better service at other Steak 'n Shake restaurants, but I've also had significantly worse.

I'll end on a positive note (and the reason for a fourth star): the location is awesome for kids. Make sure you get a window seat, as the train tracks across the street make for great entertainment. We saw at least three trains during our meal, and our five- and two-year-old kids loved it. They're far enough away to not be loud (I'm not even sure we could hear them inside), but close enough to be exciting for little ones.

Update 2019-04-27:

Our waitress has been extremely inattentive today. We have been here half an hour, and have seen the waitress three times...the third only because I flagged her down to get napkins (she gave us none), a straw (she didn't bring straws for our children's milkshakes), and a soda refill. When I requested those items, my wife caught her rolling her eyes at me.

I've removed a star...

I visited Steak ’n Shake and placed a simple order: a bacon cheeseburger with only bacon, cheese, and ketchup, fries, a cup of cheese, and a Coke. After being pulled forward along with another car, I was given a Coke, fries with no cheese, and a plain cheeseburger.

I tried to stop the employee before she went back inside but couldn’t, so I drove back around the drive-thru. I explained that my order was wrong, but the employee insisted I hadn’t asked for bacon or cheese sauce. I know I did — in fact, I repeated my order back to her. After some back-and-forth, another staff member finally agreed to “fix it” and asked me to pull forward again. I refused since they hadn’t gotten it right the first time. Despite being asked multiple times by different employees, I stood my ground. Eventually, one person told me to stay.

Instead of resolving the situation professionally, the staff shut the window and openly talked about me as if I couldn’t hear them. When my food finally came out, it was still wrong. A lady in a blue shirt with brown hair insisted it was correct, but it wasn’t. At that point, I asked for a refund.

I was offered to speak to the regional manager, Brian. Unfortunately, he was dismissive, told me I was wrong, and handed me a refund. But instead of returning the full amount, I was only given $9.03 back. I had paid $20 in cash, yet I was left with only $17 and change — shorted money on top of everything else. To make it worse, the void receipt they gave me didn’t even match my order and showed a credit card payment, not cash.

I wasted my entire lunch break, left hungry, short on money, and completely frustrated. The lack of care, accountability, and professionalism from both the staff and management was unacceptable. Shame on this location for treating customers this way.

I have already placed a call to the district president regarding this matter, and I would appreciate a call back as soon...