Steak 'n Shake — Restaurant in Lawrence

Pulled up time was 3:12 pm only 5 cars in drive thru. I went inside to order there was 1 person just placed his order and 1 table of 2 already eating. I ordered Frisco Melt meal with cheese fries and a Single Bacon Steakburger meal costs $25 all together. Never once did anyone touch the grill to make fresh food and about 7 minutes passed and our food was being handed to us. I asked for them to remake it fresh just the sandwiches not the whole order. It appeared as if they remade the sandwiches only to get about 1 minite away to find out the wrapper to my Frisco melt felt like it got popped into the microwave. Went back to ask them to remake my sandwiches only and the lady at the grill kept on complaining saying,"OMG!" over again 3 times. The I guess he is the store manager white pasty looking guy told me the patties that we initially got the first time were from drive thru. My thing is why are you taking patties already made for drive thu and giving them to a customer that just came inside to order. Well I do not know how long those patties have been sitting there. Every other time we have went there we always go inside and as soon as we place our order we hear the patties hitting the grill. Manager complained to me about you really want us to remake them, I said,"That is all part of customer service and making sure they are happy." I have never since I been there had to ask but this once to remake my food not once, not twice but three times. He was like the whole order you want replaced, I was like no just the 2 sandwiches. They were in Spanish cussing us out which by the way not every American does not know Spanish. So they needed to be careful what they say and if you want to complain about us then do it respectfully and wait til we leave and then talk all you want about us. I will be taking my business to either Washington Street or Binford Boulevard from now on. I let them know i was going to complain to corporate and he said well we are a franchise, meaning do not bother because no one will listen including me who runs this placd. By the way, they NEVER HAVE HAND SOAP all the times I have used their bathroom on multiple visits, so yes this is the last time I go there. The employees should not only be washing their hands before leaving the bathroom but also washing them as soon as they get back behind the counter before ever touching anyone's food! I worked food...

Last Sunday I went to grab a bite to eat after leaving the urgent care across the street. Considering I didn’t feel well and didn’t feel like cooking. Decided to stop here at this location! Got home took a bite of the food and everything in the bag was extremely salty. I mean so salty I literally could not eat it. I tried to force myself to do so I just couldn’t. Cheeseburger was salty, fries were salty mind you we spent $30 plus on two meals. Theres been plenty of times I came to this location and my order was not right. But I never called and complained. This one time I decided to call and give my experience. I talk to the manger on duty that afternoon “BRANDON” he told me I could come back and get everything replaced. I explained to him that I wasn’t coming back that day simply because I was already sick and didn’t want to come back out. He said Ok” hold on to the receipt and whenever you decide to come back I’ll replace everything for you. Ok fine! Yesterday was a very busy day so I decided to stop and grab the meals that Brandon said he would replace. I get there the manger on duty 2/13/25 (7pm) was extremely rude. I mean extremely rude. To the point we will never eat at this location again. He did not replace all items he only wanted to give me burgers for free bc it was a $30 order and he wasn’t replacing the whole order. I mean my husband eats here a lot and spend a lot of money here and never once complained although we had plenty of times to do so and to get mistreated the way I did for complaining about our $30 order was insane. Guess what? Remade my order and it was all wrong again with me standing there and him Looking off the original receipt from my previous order. The entire order! Smh! He’s Not a people person and he’s very rude. He lost some...

UPDATED REVIEW: The place has really changed in the past few years. This is my first time returning to the restaurant and I was very unimpressed. I attended with my elderly grandma and she was very confused the entire time. Everything is automated now, and there are very few signs saying how it works. The drink station is the WORST. There are no signs telling you that you must scan the qr code from the order you place on the self serve kiosk, and the drink starion works for about 30 seconds then shuts off. The qr code DOES work repeatedly, but it is very dissapointing that elders have no idea what to do as there isnt any signs! There was no staff available as they were all in the back of the kitchen and the burger lady was very busy. The kiosk even has the audacity to ask for a tip! Why would I tip when i do all the service work myself? I always tip waiters at sit down restraunts, but this place is like an automated mcdonalds now. The food was very good quality, but dine in experience is very dissapointing. Hopefully the drive thru staff are nice now!

Original review from 2019: Drive thru lady was rude. I always get the exact same meal, and this time I was told that it was against policy to give certain meals to drive thru, and they were only on the menu for reference. I went there later that night and a man took the exact same order, but didn't mention anything about it being...