Steak 'n Shake — Restaurant in Gurnee

Today I experienced discrimination at a restaurant, reason why I say discrimination it’s because it has not been the first time but instead a second consecutive time that I have experienced this at Steak & Shake. The first incident happened on Monday July 15th, the second one happened Monday July 22nd Now I know that restaurant is normally packed but today was a Monday night and there was several empty booths. We waited about 10 minutes to be seated & after that 30 minutes went by and no server had approached us at all, not even to ask what we would like to drink. The entire time I was watching the servers due to wanting to know wether the theory I had from last Monday was true or not which ended up being true. Two Caucasian families that came in after us got their orders taken and served before us. After I noticed it and 30 minutes passed, I tried to take it up to the manager. I approached her and spoke to her in a polite and calm manner so she wouldn’t feel like I was trying to bring any problems, I had told her that we have been waiting 30 minutes and no one had taken our order and that last time we came the same thing had happened. Before I could finish speaking she interrupted me and said “we are short staffed” I responded saying that I can understand that they’re short staffed but I couldn’t understand why two other tables that got there after us got to be served first I was about to tell her that last week when we were there that same situation had occurred where they were serving other people that got there after us first; & both those times (last and this Monday) it was Caucasian families that were being served before us. Before I got the chance to she once again interrupted me and said “oh well”. That entire time she did not look up at me once, except from when I approached her to greet her. She didn’t care about what I had to say, nor cared for the treatment we were receiving. I’m not one to try and create something out of nothing without being 100%. I’m not one to make accusations without feeling like I have solid evidence. This did not happen to me once but twice at the same location within a week span. I tried to speak up for myself but trying to use my own voice didn’t help me.

I have always been polite and patient when I used to go there all the time and the service was better, even if the service was slow I was offered at least a drink and never left without giving a tip due to the great service of the waitress, but there was also a different crew and manager. The food is very good from the times I...

I've been there a few times now and things like the people handling the food being on cell phones (which are apparently the best places to get bacteria) and a few other things always bothered me. If not for today though, I didn't have much of a problem with it, mostly because I get food that you don't need to touch. Went through the drive through today and I had woman I didn't see a name tag on, I'm assuming they don't have any. All I had gotten was 2 shakes and gave her my card. Then she came back to the window and asked for my pin. I looked at her and said "Do I just tell you it?" That seemed wrong and my companion in the car also thought ti was really weird. I gave it to her anyway and she walked away for a while. I spoke with my companion and had gone in myself the other day, told when I used the same card on their machine INSIDE that all I had to do was hit the red button and it would go through without a pin. Right after she handed me my card back she got on her cellphone and started texting someone. Whatever it was was fairly long and she did it with her phone somewhat hidden by her leg. Feeling very ill at ease I of course drove to the nearby parking lot and changed my pin. In any case, having gone there a few times now, I'm not sure I'd go back. I've had a few reasons before now not to, but I think this added on cellphone use and strange requirements ended it. To be fair I've seen a lot of cell phone use at the one in Evanston too so maybe they don't have any real rules about cell phones. Didn't so much care that after telling them three times at the window that I didn't want whipped cream that I got whipped cream and they just wiped it off. That's happened at a few places and, heck, a lot of people get whipped cream. Might just be reflex.

And I'm not forgetting the good workers that they do have there also. The friendly ones that make sure that those that ordered their food first get it and care that you get good food and have a good time. The bad ones are what ruins it, and my previous time there we had to wait about 10 minutes AFTER the food was done (3 of the 4 dollars meals) before the...

We have repeatedly attempted to grow with all your trials with staff. Food is good, just orders are never correct whether ordering through drive thru, pick up by phoning in, or dining in. And wait times are unacceptable!!

Our family LOVES the Garlic Burger. We've moved to WI and visit often still, taking back home what is not available where we now live. Imagine, getting back home the past few times to wrong orders. We now check the order. Every time!

Today, ordered at till:

6 Garlic Burgers/2 with fries, 4 without but with a side of garlic sauce. 1 Garlic Burger w/pickles, onion, lettuce, tomato and side if garlic sauce w/ fries.

Server reads it back. "All to go and all on one check?" she asks. Yep!

Hubby brings it to the truck. 6 burgers, 3 fries, 2 sides of extra garlic sauce. Receipt is all correct and o Inputted correctly, but missing mine to eat now with the works. He hustles back inside and says they rechecked bag, hand him a styrofoam container with works trimmings in it. I'm supposed to make it in my truck??? And wait....still only six burgers!!!!. He goes back in. Comes out AGAIN with all in hand...original bag and side "works" fixings + a garlic regular/additional side burger. Large time lapse here....now have 7th burger...his fries he wanted to eat hot on way home, now cold. And they still expect me to create my sandwich in my vehicle???

I marched in and demanded your manager. I advised we should step outside. I promised no one was going to touch him but what I had to say wasn't meant for in front of your other dining customers. YOU ARE WELCOME!

He asked how he could fix it. I said, " you are going to go in there, and that bag on the counter, you are going to make sure is made to order and my husband has a hot order of fries in addition to my sandwich being made in house CORRECTLY! My truck front seat is not where I want to be doing good prep!"

I was actually applauded by other jilted customers in the parking lot! One gentleman said it was a 45 minute wait for two of them!!!

Get your act together Gurnee location!!!

This may be our.last straw!...