Steak 'n Shake — Restaurant in Lake in the Hills

It never fails here-almost always a mistake!! Why do I go back? My kids love it that’s why. The manager that I dealt with on New Years Eve night has no business whatsoever being in the hospitality industry!! I ordere a Frisco burger with no Frisco sauce which leaves Swiss, cheddar, lettuce, and tomato-not a very complicated order and of course it was it was made with the sauce on it! This is after the fact that my husband was in the drive thru and actually then came inside to make sure that my burger was correct-to which 2 employees reassured him that there was no sauce actually on that burger contrary to what the online menu says-the only sauce is this “Frisco sauce.” So, I called the manager on duty to which he replied was “well why did you order that burger anyways???” That fueled me and I thought to myself what no apology at least?? After I questioned his response to me he proceeds to tell me that we have a younger staff and things happen-so what you are telling me is that they cannot read a ticket?? This manager would not tell me his name and also said I should not get so worked up about a burger! The reason I got upset was because of how he spoke to me with absolutely no respect and his lack of customer service etiquette!! This is also not the first time that my simple orders have been messed up either and I haven’t complained and I told this manager that to which he replied “well why do you keep coming back then?!?!? WOW!! This guy needs a new professional for sure and I hope that Steak n Shake becomes a little more selective about their management team. I have 1 star because you cannot give anything lower but this was definitely a very negative experience! Way to go...

I reviewed this location a few years back but it appears my review was deleted. I went in on a weekday afternoon and was appalled by what I witnessed. An elderly man ordered a burger and upon receiving his sandwich he politely asked for employee to remake it because it was the wrong order and the employee was not wearing gloves (which he also pointed out). The employee started yelling at the customer saying “he can’t tell him what the ——to do !” and the manager got involved and continued to escalate the situation by yelling insults at the customer. The customer said he wouldn’t pay for the food and the manager said, “I’m going to make you pay for this blanking food or I’m calling the cops .” The customer at this point was recording the incident and employees (who were already on their phones for some reason and Also not wearing gloves while prepping food) were also recording it. The manager told the man it was illegal to record in the restaurant (fyi it’s not) and employees were continuing to lunge over the counter yell, “fight, fight’” and obscenities at the customer while the police were outside. I felt incredibly unsafe and disgusted by the situation; so much so that I called Steak ‘n Shake corporate and filed a formal complain against this location. As a former fast food employee I would never dream of acting this way in the workplace, treating customers with extreme disrespect and having a manager condone and encourage the behavior. They should...

After ordering my food online with there app. I pull up to the drive though to pick it up . Then I'm told they no longer give online orders at the drive. Park my car go inside my food is not even ready which I ordered 20min ago. The owner comes out says door dash drivers can no longer pick up at the drive though. I said but I don't work for door dash I'm just trying to get my food while on my lunch break. He oh while you could have picked it up in the drive through. Really why not ask at the drive though if worked door dash but whatever. I grab my and drive back to work open up my food only thing thats in there is onion ring and a cup of JUST PICKLES. WOW I look at my receipt it says DBL cheese BURGER with PICKLES. GREAT so I just paid 13 bucks for onion rings and a cup of PICKLES. So I call and talk to the owner again tell him about my order and he says I remember that you ordered just PICKLES and onion rings . Great so the owner doesn't even know how to read there own orders. DBL W/ CHEESE AND PICKLES MEANS DOUBLE CHEESE BURGER WITH PICKLES. 7/28/22

Placed my order online and still got my order wrong. The food here is good but paying almost 15 bucks for 1 combo meal is kind of high and then getting the order wrong. Is very disappointing and this has happened...