Steak 'n Shake — Restaurant in Huber Heights

We have been patrons at this restaurant for several years and have watched it go steadily downhill over the last year or so. Poor service, long waits at the door without any greeting or attempt to communicate, long ticket times and nothing done to remedy any concern we have had. Tonight was by far the worst experience we have had at this location. When we entered at about 6:15 p.m., there were about 7 other tables seated. All (and I do mean all) the other tables were a mess. It took about 5 minutes before anyone greeted us. We we're then seated with menus. Ten minutes later...no server, no greeting...and yet there were at least three servers standing in the beverage area doing what looked to be nothing. Finally a server approached and apologized for the wait (which would have been fine), but then went on to say they were short staffed. Now, I have worked every job there is in a restaurant, from the bus person to manager, so I understand what it is to be short staffed. However, there wasn't a manager in sight and no one except the one grill cook seemed to be in any hurry whatsoever. Ten minutes after that, still no drinks and no server. The table behind us had the same server we did and that couple was riled up. They hadn't been brought napkins or silverware and yet had food on the table. A few more minutes go by and a young lady who was apparently a manager comes out from the back, walks up to our table and says what seems to be the problem, we are short staffed tonight. Again, as the customer, I don't want excuses, I only want to know what she is going to do to fix the problem. However, I told her I hadn't asked for her but since she was there, at this point we had been waiting for 25 minutes for drinks. And, I told her that she should probably talk to the couple behind us as they were very unhappy. Without a word like, we will get your drinks out right away, she left and went to the other table. Honestly, that couple was getting riled up by the minute and was a concern to me. Our drinks were finally brought by a different server and the Coke was diluted and not good at all. We were able to catch our server and asked for another Coke and she made another excuse and walked away. Five more minutes pass and all we can see is three servers standing in the beverage area doing nothing and that couple behind us is getting louder and two tables on the other side of us had been waiting this entire time to get their checks and still didn't have them. The manager went to the food line and started to try and clean up, but she really should have touched base with every patron in there to see what could be done to get things back on track. Not to mention, she should have been giving her staff instructions after seeing what the dining area looked like. And there were people who had come in and then left because no one acknowledged them. At this point, we decided it wasn't a good situation and we let someone know we were leaving and did so. I am not sure we will ever return. I am not against young people, but there wasn't anyone on staff, including the manager, who was above around 20. There isn't a lot of experience here and it doesn't appear that anyone is receiving proper training. This store needs some...

Awful..Hayden and Xavier are terrible managers and find it funny that people spend their hard earned money on take out for their family from Out of town and since the food wasn't made correctly but we got on the highway to go home so unfortunately wasn't able to turn around the food was needless to say wasted kids refused to eat the cheeseburger made with ingredients they dislike and that couldn't be taken off as well as bbq pouring off the other garlic cheeseburger which also no one could stomach to even eat something so appalling... when reaching out to let Them know we were on highway it was wrong manager Hayden had directed me to use his name at the window the next time I went back since we weren't locals well weeks later we went to sports store figured I'd get my daughters food so when mentioning the managers name Hayden they seemed to not find me in the book of mistakes ...they instead asked if I threw my cheeseburger out the window and had my receipt from a month ago and wouldn't be replacing the food !!which that's fine but why pay $20 food that was never ate and as well moving forward with how to fix the situation was not their intentions..their intentions were I take my Loss and move on with it ..working two hours to take my kids out to eat is something special we get to do every so often and get milkshakes to make memories but as far as going back to a joke of a place Like this where they think other peoples moneys a joke and can mess up orders and think it's comical and no need to fix the mistakes ..little you may know maybe that was someone's only meal for the day(isn't our situation but whose to say it ain't someone else's) while your over there laughing assuming And being immature and the least to say not professional..I hope every one else experiences nothing but the best experience from this trash...

Three stars because this is our first time with poor service.

My boyfriend and I were seen quickly by a friendly waitress. We ordered food: a Western BBQ Bacon steakburger and fries, and a large order of cheese fries. Three gentlemen came in about 15 minutes after us, each ordering a triple steakburger and fries. They got our food far before us (I was raised in food service and know a more complicated order placed after ours should not be made before ours). I overheard one of the men tell the waitress (the same one we had) that he ordered no cheese on his burger, which made me nervous they would put cheese on my boyfriend's burger, as he has a dairy intolerance.

The waitress noticed our food was not so much as STARTED yet and reminded the cooks, but I was listening and she did not specify no cheese, which was directly stated; sure enough, I watched as they put cheese on it. I immediately approached her and respectfully told her they put cheese on it and explained that he could not have dairy. She asked them to remake it.

When my boyfriend received the burger, which has both "barbecue" and "bacon" in the title, neither ingredient was on the sandwich. My cheese fries were long past stale. Our waitress did not apologize for the inconvenience at all and gave us our check with our food like a damn side dish, without asking if we would like any refills, shakes, etc.

Once again, this is our first time with poor service at this particular location, but this situation had faults both on the part of the cooks and...