Steak 'n Shake — Restaurant in Mentor

Terrible experience. Understandably it was about 75% capacity. Took 15-20 minutes from the time we walked inside the building standing right next to the sign reading 'wait to be seated' to be acknowledged. After being acknowledged as new visitors, it took 5 more minutes for them to get a table cleared off and prepped. Waitress came over and asked what we wanted to drink. Took her 7 minutes to come back with it (I had a cola and my buddy ordered a shake). Then we ordered. She came back 2-3 times confirming who ordered what (as if that matters. Once the order is up bring it to the table and we can devise who had the order right, not pertinent right now unless you plan to split the check; which, you didnt do. Meaning, again, it doesnt matter which order we had). Food came out and it was good. However, the shake never made an appearance. Buddy asked 3 separate times where it was (usually comes before the meal). Waitress responded itll come out when they get to it. NO I'm sorry for the delay, let me check and put a rush on it or see if it's up. NO let me see what the hold up is. No, we get well get it out when it comes out. Meal is done and NO shake. Nothing to indulge yourself with along with the burger and fries like requested. She picked up our plates and NEVER made mention of the shake again. Never said oh goodness you never got it, I'll take it off the bill. Never offered it to go. Get to the payment counter and feller asks how the meal was. Said well food was good, service was pitiful. Counter guy response: Ok that'll be X amount. NO question as to why it it sucked. NO question what could have been better. NO question what happened. Just the bill total. So I say you gonna take the shake off the bill? He says why would we do that? We said I dont know MAYBE just MAYBE it had something to do with the service being terrible. We NEVER got the shake we ordered. It never came out. We asked about it and the waitress said itll come when they get to it. Mind you it's been 35 minutes and the meal has been over. His new response: ok, itll be X amount (less the shake cost). NO mention of I'm sorry you had a bad experience. NO mention of I'm sorry would you like to talk to a manager. NO reciprocation on would you like me to see what happened to the shake (i.e. why it never came). Just like its NORMAL to order food and NEVER receive it then get billed for it and act like its MY FAULT I have to ask for it to be removed from the bill. Look, I RARELY make bad reviews amongst things especially since I tried putting myself in their shoes. However, its blatantly against all policies to NEVER receive an iota of apology for horrible services. Just even I'm sorry you had a bad experience would have went a LONG way (even if you DIDNT) mean it and it was lip service. Just having the COMMON courtesy to express remorse for a bad experience would suffice the review to be 3 stars. However, the blatant disregard after discussing what happened with 3 separate individuals is inexcusable. Not 1 person cared. Not 1 person expressed an apology. I felt degraded as a human as if I'm invisible and you just say to me I don't exist all we see is your money. You are nothing as a patron. Just sympathize for the love of goodness sake and it would have been okay. But when I have to ask you to remove something from the bill AFTER explicitly saying (1) the service was atrocious and we never received an ordered item for which you still want to charge me for is disturbing. What kind of business and class do you have? Dominos would make it right. Steak and Shake, we shall see what corporate does when they receive the message expressing what happened during this visit after calling their comment hotline. Even the woman receiving the call expressed her concern and cautioned that is not acceptable nor how Steak and Shake operates. Whether she was sincere or not I dont mind bc it was satisfying just to hear someone agree and apologize for the awful experience and to express that's not normal. However, the folks on the front line in the store could...

I’ve been a fan of Steak ‘n Shake for a while, but my recent experience at this location left me seriously disappointed. I ordered a garlic burger, hoping for something close to the juicy, flavorful burger pictured in their advertising, maybe even something in the ballpark of an In-N-Out protein-style burger. What I got instead was a far cry from that. The burger didn’t even resemble the picture: the "fresh-cooked" meat was dry as a bone, except for one oddly scorching-hot spot that made it clear something went wrong in the kitchen. For one and a half burgers, with five employees behind the counter, it still took over four minutes to prepare. Four minutes might not sound like much, but when you’re watching a team that size fumble something so simple, it feels like an eternity. This isn’t just about a subpar burger. Celebrated our anniversary at the Willoughby location with a milkshake, and every one of the seven times we’ve been there, the food and customer service were top-notch. Even when it wasn’t A+ food, it was still leagues ahead of this. That location set a standard this one couldn’t touch. It’s frustrating to see a chain I’ve loved drop the ball so hard on something as basic as putting a burger together. Dry meat, sloppy assembly, and a wait time that defies logic with that many hands on deck? Hugely disappointing. I expected better from...

Horrible service, though I blame it on the management. We waited for 20 minutes to be sat without being approached about a wait, even though there was barely anyone in front of us, and the table they sat us at had been open the entire time, simply needed cleaning. We were sat and waited another 30 minutes to even be approached by a waitress to take our order, or to even get water. Only 4 out of the nine ordered actual food, and 5 others ordered milkshakes (9 people in total). Food came out pretty quickly, but 45 minutes after our order was taken, we still had no milkshakes. My friend and I got up and told an employee about our situation (waiting so long to be sat, have our order taken, and still no milkshakes), and he ignored us for a moment, than looked up annoyed, and asked if we wanted him to comp anything. That was fine, and we sat back down, where we were approached by a manager who explained he had been short staffed, but they really expected us to be "more patient". Milkshakes came out a minute later, with 3 shakes tasting burnt or not fully mixed, one being forgotten and brought back as the wrong shake, and mine having a hair in it. This is by far my worst...