Steak 'n Shake — Restaurant in Miami Township

Awful experience at the drive thru. Went through this drive thru on January 29th and ordered meals with fries for my boss and myself. I specifically asked for a Frisco melt cut in half with extra Frisco sauce.

ALWAYS CHECK THE BAG! I left the drive thru and returned to work to find that they did not include fries with our sandwiches and not only did they not cut the Frisco melt in half, there was no sauce on it! I checked the receipt against my order and it does in fact say a Frisco meal cut 1/2 with Ex Frisco Sauce.

Not only did they charge us for the meal, but they did not give us fries and the sandwich was spongy and cold (this is why I wanted it cut in half). We blamed ourselves for not checking the bag before we left the drive thru, but we did call this store to inform a manager. A male manager whose name I will not disclose apologized and told us he will compensate our meals next time we went in if we brought our receipt back. We thanked him and that was it.

About a week later, approximately February 9th, we called the store to let them know the situation and that we were coming back to order lunch. This time, we spoke to a female manager about what happened and gave her the name of the guy we talked to. She said there was no one by that name working there! We explained what happened and during the entire conversation, she sounded condescending and rude, like we were making the entire story up. We decided to forget about it and to call corporate instead.

We would not have cared if she had not treated us like petty food thieves. I have had issues with this store's drive thru many other times with them either forgetting an item or giving me the wrong drink but this was the one experience that really bothered me. If I ever go back to this location (very unlikely) I will ALWAYS check the bag because I don't think anyone should be cheated out of...

Based off of my experience, I will say I was expecting a better one for dining in for the first time in years. I ordered at the kiosk, and got my receipt.

After paying for my order, I was unaware of the "QR Code Scan" to get drinks. Unfamiliar, but not a bad idea. (Loss prevention measures).

I had to ask for a Large cup, because I paid for one but all that was available were medium cups. I asked an employee for Large cup,(there were none stocked), and from that point on it seemed like any request was seen as some "inconvenience".

I'm assuming the manager, slammed my order down onto the counter, and shouted my name. As if it were ready, but I had one item missing, (all beef hotdog), and condiments on the sandwich, no big deal, I figured they were busy making it.

After getting assistance from another associate behind the counter for the condiments (pickles and cheese sauce), the manager commented,

"Well you didn't say anything and just looked at me, so I figured it was all there."

Now, idk about you guys, but that was low-key rude. I didn't complain or say anything negative, all I did was politely ask for what I paid for, that's it. No need for the extra comment.

The atmosphere here felt somewhat unwelcome, as I mentioned before, everyone just seemed stressed and in a bad mood. I met family there and they agreed it didn't feel good, and they also had issues NOT receiving their full order.

The food wasn't bad, just could have been better.

Also, I got my all beef hotdog, (which I got for later). Spent $1 to get chili and cheese on it.. no chili, just cheese and mustard. Didn't notice until I got home.

I don't mean to seem like it's all complaints. I can see those who work hard and we all have bad days. But there must be good communication and teamwork in such a setting, and it definitely did not appear to be present...

So I came Thursday night (4/24/2025) thru the drive thru and their was a line and right pass the menu board there was a group of employees outside. They was smoking marijuna as you could clearly smell it passing it around. There was 2 guys and a girl. I couldnt see the men clearly because they was facing the building but the girl had glasses on and stared back at me. Then up at the window it was the same girl she was so unprofessional, not nice at all.I had an ant in my spirte cup and when I took it in the guy at the grill took my drink thru it away but never brought me a different one. I thought coming today for happy hour would be better and maybe the store manager would be in so I could base my concerns with him but he wasn’t there today and doesn’t work the weekend either which is odd him not being in on weekends so, they only had the shift manager there and it was the same lady that was their lastnight when I brought in my soda she looked at me but never approached me. Today my service at the speaker and window was okay other than the girl telling me she didn’t have corporates number I would have to look it up on the website that she didn’t know it which was okay but took me by surprise working there and not knowing it but anyways as I sat there for over 5 mins waiting on a my shakes the blonde headed guy that would kinda throw the bag to the girl in drive thru had headphones on and kept touching them with his gloves on, touching his face and then making peoples food all with the same gloves on he did not change them. I also saw him smoke his vape. As being a paying customer this is unacceptable and I will never spend another penny at this establishment. I will be calling the BBB. You need to fire every person in this store and hire new ones this store has been going down hill for the last few years but recently...