Steak ’n Shake — Restaurant in Lakeland

Went inside to place a carry out order. Waited 35 minutes for 3 burgers, 3 fries and a shake. I dont mind waiting for freshly made food, and expected a little wait, that's why I went inside rather than drive-thru. I will NEVER go here again. I dont have a problem with steak n shake, but the staff in this establishment was AWFUL. Servers were arguing over whose tables where whose, across the dining area and as the customers were being sat, because the customers were seated one table off from the intended servers section. A door dash driver came in to pick up an order while I was waiting. The order hadn't arrived in their system yet, but even though he arrived 10 minutes after me, his order had hadn't arrived, and he STILL was served and on his way before me. Then, I get the milkshake. I'm thinking, awesome, my food is ready. NOPE! 18 Minutes AFTER I got the milkshake that I repeatedly told them I didnt want until the food was ready, the food was done. The bag was almost thrown at me, and I was left standing with a melted shake, hot and fresh food and no one at the register to accept my payment. I TRIED to pay when I ordered, but they wouldn't do it. The manager finally comes back and asks why I'm still there, and I tell her I haven't paid. She gets all huffy and says, "aren't you door dash?" I tell her no, and she rolls her eyes and rings me up. I guess I should have just taken the food and ran, no one would have noticed. Not once was I offered an apology for waiting, and not once was I offered a new shake after I mentioned SEVERAL times that I should have just ordered milk, because that is what I had when I left. Horrible management, staff and respect was lacking towards all of the customers from dine-in, to door dash, to...

I've been going to the this Steak and Shake for as long as it's been around seeing as it's in very close proximity to my parents house but I have to agree with recent reviews customer service is out of control bad.

The decline of the customer service at this location is very recent and I've noticed it twice in two consecutive late night visits; once through the drive through and once inside.

Inside: the wait staff is confrontational and at the same time passive aggressive, if you ask for anything to be changed on your order they will ask you multiple times then just prepare it as if they didn't, this happened to the other two people I was with. And if you think I was being unreasonable in my request it was only a request to have no sauce on a fresco melt, what I got was extra sauce on it and the waitress never came back.

Drive through: when you pull up at night half of the employees are sitting outside on there cell phones smoking cigarettes behind the building in plain sight of anyone going through the drive through line. They will shuffle inside at roughly the pace that they will make your food once they're inside and by that I mean they will do both things as slow as they can. I got a fresco melt again and it wasn't cut and the staff stared me down the entire time even though I was nothing but polite and didn't mention my previous negative experience.

I just hope someone who can do something about this reads this, this use to be my go to place for late night dinners or snacks now I'd rather go to the 24/7 Starbucks less than a mile down the road. It seems like they hired a few problem employees or a problem manager that sees customers as interruptions rather than the reason they...

During the day time I have no issues at this location, usually the service is fast, my order is right and the wait staff is attentive (though Occassionally I have had a waitress that acted like I was somehow interrupting her day by being there.)

The night shift however leaves much to be desired. EVERY time we go there at night something in our order is messed up. The staff is usually rude, slow and incompetent. So far I've had stuff left out of my order, wrong toppings, plastic in my milkshake, charged for things I didn't order and so on. I really wish Lakeland had more late night options. One night I ordered extra sauce which wasn't in the bag so I went in to get it and there was no one inside. Not even employees. The restaurant was a mess, food on the floor, dirty tables and no one in sight. I waited for seven minutes before I'd had enough and as I was pulling out of the parking lot I saw both employees outside smoking. If you only have 2 people working at night, they shouldn't both be outside at the same time. My brother and I went again last night and surprise surprise both of our orders were messed up. I shouldn't have to open all of my food in the drive thru to make sure it was made right.The ONLY part of the order that was right were the 2 drinks.

I've made numerous complaints to the store manager about the night shift problem and all he ever does is offer me free food which is a nice gesture, but it doesn't fix the problem. I'm not looking to take advantage and get free food after every experience. I just want the food that I paid for to be made right for a change. I should be able to get the same experience and service at 2am that...