Steak 'n Shake — Restaurant in Indianapolis

If I could give this store a negative 5 stars I would. My husband went to get food tonight and our order was made wrong and so I called and asked the manager for a replacement. After I explained what was wrong with my order instead of offering to replace my order she immediately told me that I was lying and that she was the person taking the orders and she had no order come through like I described. I told her that I would gladly bring the food up there when they opened and she said it did not matter and she was not replacing my order. I have never had such horrible customer service in my life as I experienced with this unprofessional manager at this restaurant tonight. She should be terminated immediately or at least wrote up for the disrespectful way she spoke to me. She clearly needs a wake up call because you never treat your customers wrong and definitely don’t ever tell a customer they are lying when they have proof that they received a wrong order. Your customers pay your paychecks. Without your customers you don’t have a job. It is much better to just apologize and replace a persons order than to have that unsatisfied customer give you a terrible review like I am doing right now. I say all of this based on my own experience working in customer service for over 20 years. I am also not someone who leaves bad reviews in fact this is the first time I have ever done this. But I am absolutely in awe of how disgusting this manager treated me and my husband at this location tonight. I am so angry I will also be calling corporate on this individual because someone like this woman is clearly in the wrong profession. She should probably seek employment in a wharehouse or factory where she doesn’t have to deal with the public. I want to be clear about when I visited this location as well so the GM at this location will know who I am referring to since on top of everything she said disrespectful to me she also hung up on me before I could get her name. I was there on 11/27/2024 around 11:30 pm. I hope she gets reprimanded because she is a foul unprofessional disgusting woman who should not be in the position she is in. In the end my meal will be replaced but this review and the call I make to corporate are here forever. The CUSTOMER is...

I have been cheering for you. I know you have some business challenges over the last few years - but I have when it makes sense for me tried to give you my b usiness. But today was the end - as nothing can help you get better.

I have to come into the restaurant to order - because honestly I had to use the bathroom. It was clean. But my conscience tells me if you supplied me with a bathroom - I will spend money for the privilege. So 11:30AM (10/20/2025) I ordered a double steak burger with 2 cheese slices, pickles, onion and tomato. Nothing else. I paid via the kiosk in the front - got my receipt and began to wait. The closest man - he was on the grill - he was cranking out burgers - I thought for sure - I am gonna be out the door quick. So I waited...and waited...until I noted people who were 10 minutes behind me coming in the door got their food.

Also notable and seeming to have problems - a tall young fella with a goatee and beard not covered) was completing orders...but he was having a meltdown because the receipt printer in front of him jammed.

The grill man suggested he go get a manager. But in the mean time - the grill guy found d a bag with one steakburger and said it was my order - stressed and wanting to leave I did. But in the car - my burger was wrong - n ot the condiments I asked for. Onions tomato and pickle.

I asked for the manager - no manager. I asked to please send me the manager. No manager.

Then I began yelling - I want to see the manager - I just want my money back. Almost 5 minutes of torture for everyone who had to listen to me in this place and a woman came and gave me 7 dollars and 7 cents.

I left - no sandwich. And very filled with guilt - that I shared my angst with everyone in that restaurant. It was wrong. I should have used more restraint. And I am sorry.

I have for the last 5 years noted the SteaknShake business struggling. And yet - I keep cheering for them. But they seem to have thrown in the towel.

Personally I will reflect on what set of circumstances made me feel it was ok to be so over the...

Okay.. I got here for lunch with my girl all the time. the food was amazing, and it was our first time trying it since we just moved here. and all the other times that we came, it was also great. but every time we go now, the white lady who is the manager, has been working? And I am NOT intending this to be racially ignorant or hateful here, but whenever there is a full white staff working, they take forever to make food, i went about maybe one hour waiting for my shake while everybody else got theirs. And I had ordered mine a long time ago, they took forever with the food as well. but all the previous times when it was a full black staff, the food was amazingThe service was amazing. Everybody was on point. Everybody was respectful, everybody was nice. No one had any disrespect, and nobody had any issues. And there was clear communication in the kitchen. whenever there's a full white staff working, there's always some type of yelling, orders that aren't getting out fast enough, the food was horrible. i hate having pink in my burger because it's disgusting, and every single time, it was a consistent brown color, but every time there is a white staff member working, it's always pink. i'm very conflicted about it. I don't mean this in a racist way, but I am telling everybody what I have observed from being there by being there so many times out of the week. i don't mean this in a racial way in no way. This is NOT used as material to hate on anybody of color, but this is my personal experience and what I am seeing from the kitchen, and from what i'm eating. but I will give my props to the black man who was always saying, "Welcome to good burger." Because that man always makes my day better. He is always in such a cheerful mood, and we need more people like that. i haven't seen him the past few times I was here so i'm hoping he did not get fired or he did not quit but if he did quit and got a better job somewhere else on a completely understand, but that man was...