Steak 'n Shake — Restaurant in Kansas City

Last night was my 2nd time ever at a Steak n Shake. The first time was in Jefferson City, MO while traveling and was so impressed with the food, the service and the different type of food menu that when arriving back home in the KC area that I told a friend who had also never been to a Steak n Shake that we should go to one of the local stores here.

I went to the Steak n Shake website to look up options for locations and there are 4 listed. Turns out 3 of the 4 stores are closed permanently. Still determined to take my friend, we drove 35 minutes to the ONLY one left in KC which was located off Barry Road.

We walk in about 8:30pm and it was pretty busy. This store only had KIOSK ordering which I guess has become the trend so they can reduce staff, which the one in Jefferson City was not like that but ok. We were prompted for a tip which bothered me for a fast food chain, but whatever. So, we order off the KIOSK and it was 30 minutes before we got our order. I questioned how they were able to service the people in the drive thru so quickly if it was taking this long for just simple dine-in orders.

While waiting for our order, we look for a booth to sit and ALL of the empty tables were dirty. It was clear they were understaffed, so I went up to the counter and finally was able to get someone's attention and offered to wipe down a booth if they would give me the cleaning supplies. The guy said they weren't allowed to do that and finally he came out and wiped down a table- sort of. The rag was not very clean and after a cursery wipe, it was at least better and free of food debris at least visibly, so we sat down to wait for our order.

While waiting for our food, we noticed the restaurant was clearly in decline. Wallpaper peeling from the walls, ceiling tiles were water stained and several other repairs in great need. It started becoming clear to me why so many of the stores were closing if this store was anything like the others.

Finally, we get our order. I very much regretted the tip I was forced to give at the KIOSK when placing our order and really wanted that tip back. We both ordered the 5 way dishes and a large onion rings. I paid extra for extra onions and cheese. There were no trays and so I got extra napkins to lay down so our food would not come in contact with the table that was not that clean. There was no marking on the 5 way that I had paid extra for the cheese and onions which was frustrating. Either they didn't put extra on as paid for or it was so little added that we couldn't tell. So, we ate our food. The food was ok, well cooked but by this time already pretty tired and frustrated at the poor experience.

We drove back home very disappointed. I apologized to my friend who I had really wanted to introduce to a Steak n Shake. It's really a shame for a restaurant chain that has been around since 1934 to be on such a decline. It's clear this has been a staple for a long time. Such a shame to see this decline. The website is out of date showing 4 locations open when there is only 1 in the KC area. And, the one that is open is clearly on its way to be closed as well. I thought perhaps this chain had difficulty bouncing back from COVID, but there are clearly much deeper issues at play. I suspect a lack of leadership at the top that understands the values of which this chain was...

After tonight, I see why this franchise is closing locations down. The one in my area closed down, so I haven't been at a Steak n Shake in a while. With all that being said, here's my experience tonight.

When I arrived, I wasn't greeted. Not a big deal. I don't know how busy they are. I go up to the counter and interrupt a young man on his phone. He doesn't acknowledge me and walks away. I ask the guy at the grill how this works since I don't see a sign. He instructed me to order at the kiosk. I then thank him for his help.

I order, pay, and then the receipt came out of the machine blank. I show another guy behind the counter and ask to get it printed. He said he could, but do I really need a receipt? He said he didn't want to print it if I was going to throw it away. I was shocked, but long story short I got my receipt, took a picture of it, and made eye contact with him while I threw it away. Childish, I know, but I'm really starting to get irritated at this moment.

I go sit while they are making my food. Shake comes up, and I get it with no issue. Food comes up and he announced it in the mic but the words aren't understood by anyone waiting on their food. It's like the guy stuck the mic in his mouth.

Two of us go up there to see what he said. The other guy asked him, and he said here's your food. I start to turn around and notice my name on the bag as he's picking it up. I ask the guy if his name is Ben as well. He said no and I pointed at the bag. And he handed it to me.

The rest of my experience is people yelling and cussing in the back at each other. Food was pretty good. That's the only positive part about going here. I can get good food somewhere else. Don't worry guys, you don't have to be mad at me anymore for making you work while at work. I'll gladly spend more somewhere else....

My family and I frequent this Steak 'n Shake, we normally have a very good experience. Tonight was awful. When we first arrived it was pretty busy but staff was standing around. We wound up standing by the front door for quite a while, I could tell the host (it was Mendie from what the tag said) noticed us but continued to talk to the kitchen staff for a bit longer, then finally decided to come seat us. Our waitress on the other hand was wonderful, the receipt said Kayla, she was young and had long dark hair, I didn't see her name tag, but she was prompt to our table, and again did a wonderful job. When we received our food it was awful, whoever was dressing the burger needs to be fire or at least counciled. The burgers were very sloppy and under dressed, I had a small dollop of sauce in the center of the burger I ended up having to ask for more sauce, and the toppings were just slopped on the edge of the burger, and my husband toppings were also slopped on one side of the burger, it was probably a half a tablespoon for a full size burger. There was another waitress, she had on an apron so she may have also been a busser. A couple young men walked in and this waitress\busser walk up the them, then turned her back to them, point back at them the notioned them to follow her, didn't say a word to them. I've worked in this industry in the past, as a cross trained crew member, and a manager, and I would have never let that food go out to the table, and I would have also never allowed crew members to behave the way they did. Not would I have ever made something that looked like that for a customer, or disrespected a customer the way those two...