Steak 'n Shake — Restaurant in Lansing

I went here and ordered 2 shakes and chicken fingers and a burger. I had to wait 3 mins before anyone took my order at the speaker and after ordering the person didn’t say “ok I got it” or even stated the order back to me she just got silent and after another 3 mins she stated ok sorry about that and gave me the total and told me to move forward. At this point there is 2 cars in front of me and being familiar with this location I know they are very slow so before I can even get up to the window to pay it’s already been 10 mins. I finally get to the window and the lady takes my card and hands me the 2 shakes and then hands my card back. So at this point I’m still waiting for my food and after 10 mins Sarah comes to the window and ask if I had ordered something I didn’t order and I responded no and that since I have been waiting so long and my food is still not ready I need my shake to be remade, one because hot fudge comes on it and two because it’s fully melted into milk. She stated to me well it’s going to melt because it’s hot fudge and the shakes were passed to you awhile ago which validated my point as to wanting my shake remade so I stated to her well my food is still not ready and she stated where’s your receipt which I did not get because they put it in the bag with your food that I still didn’t have and at this point she tells me well i don’t know what your order was If you don’t have a receipt and you could’ve been ate the shake since you had it for so long. At this point I am beyond pissed off and asked to have a refund and she closed the window and took the shakes back. She then did not say anything to me for another 5 mins and i had to ask her what was the hold up because I need my refund and she told me at midnight the computers reboot so I’m going to have to wait and after ANOTHER 5 mins she finally got Maria to come over and do the refund and they gave me my money and I left but I am reporting this to corporate because this is ridiculous. I waited over 25 mins for a 16 dollar order and talked to as if I’m a child and told when I should have ate my shake. As any other Normal person I do not eat my dessert before my meal. I go to this location quite often since it’s close to home but I will not...

TERRIBLE CUSTOMER SERVICE LOCALLY AND AT THE COPORATE LEVEL. I came on on 10/19 at about 8pm with trying their mobile ordering for the first time, it gave me a time it would be ready and when I got there the cashier didn't have the first clue what to do to locate the order to cash it out or what needed to be done so finally after 2 more staff came to help her said found the order in the system which showing paid and it should be up ready soon. I then waited over 10 minutes with several employees asking if I was waiting on something to tell them yes my order I had placed to have someone finally come up and told me they didn't have in stock the shake I ordered and asked me to pick a different one only to still have to wait another 10 minutes until eventually got my order. Once home I found the sandwich was wrong so tried to call the location only for the phone to ring until it was disconnected due to no one answering it. I called the toll free number to get told when doing a mobile order it should be ready at the time noted which would had been about 5 minutes before I got there and that someone should had answered when I called so that was unacceptable. The phone rep asked if I wanted someone from the local store to call or someone from upper management, let her know would give the local store a chance to follow up. I got no call or email, I followed back up with the toll free number as they suggested about 6 days later to be told it showed they tried to call but no answer which he noticed the phone number on the ticket was off by a digit from what was showing on their caller ID so updated that and let him know that email would work best if they were going to reach me during the day. Today I still havent received anything, tomorrow is 2 weeks from my visit, so I called the toll free number again to be told they aren't seeing any notes of attempts to call or email. I let them know at this point this is unacceptable and I don't care who followed up just have someone from their upper management reach out to resolve the issue which the rep said she would...

I stopped in here Feb 1, 2020 with my daughter. I was in East Lansing at an equine function..I live almost 2 hrs away. We arrived at about 525 pm. It was only at about half capacity. We waited about 10 mins to get seated. We waited almost another 10 mins for someone to take our order. Another table got seated about 15 mins after us. When my daughter's shake finally came that tables shakes came too. They informed their server that they wanted to cancel their order. They paid for their shakes and left...a couple other tables left too. I figured I waited this long it can't be much longer...boy was I wrong...if it wasn't for the craving of their Frisco melt which I absolutely love I would've left too. At this point there was maybe 4-5 tables in there. I finally see our order in the window..the server takes it out of the window and is standing there doing god knows what by the fountain station...I sat there for 3-4 minutes while she is holding my food in the cold. I sure hoped my sandwich was worth the wait...no...it wasn't. There was barely any sauce on it...the burgers were tiny and my bread tasted like it had been under the heat lamp for 30 mins...I ate it because I was hungry...I would have sent it back if I would have known that it wasn't going to take 50 mins to get a new one...from being seated to getting my food it took an hour and 10 mins...635 pm I got my food...it took maybe 10 mins to eat it...I have never been so disappointed in my life...I love steak and shake but these guys need to figure it out or they will be closing fast. BTW I waited at least 5 mins or more to cash out...I told them how disappointed I was and that I'd never be back...all I got was a half added I'm sorry from the server.

Also they managed to mess up my...