Steak ’n Shake — Restaurant in Nashville-Davidson

I really want to give them a rate of zero stars. First, this is the second time they were out of cookies. Second, I was ordering at the Drive Thru around 1:30am. I ordered a #12 and a #3. As I was telling the cashier what I didn't want on it "No sauce, no Swiss cheese, add etc..." and proceeded to tell her my drink of choice, I was then told to hold on. When she came back she stated they were out of the bread for the Frescno burger. So I said that's okay and asked them to put it on a bun. To my knowledge I thought she already took off the sauce and Swiss cheese because she had asked "Now what did you say you wanted on it". It took about 15minutes to get my food. I pulled up and checked my food to see that they put the sauce and Swiss cheese on it. I parked and went inside and said excuse me 3 times till the GM acknowledged that I was there because she was busy cleaning the grill. I had told her what was wrong with the burger in a respectful manner. She looked very confused and looked mad that she had to remake my burger. She proceeded to make my food and then walked away to tell her employees what had happened. The lady with the brown hair or the one that took my order said very loudly "If she wanted all that on a burger then it's not a frescno" (very rudely by the way). I politely asked the GM was there a problem. She said that they way I ordered my food was an "Double Cheeseburger and gave me the bun I wanted". The problem with this situation is the staff is down right rude, even if your being polite and nice. They were "OUT OF THE SOURDOUGH BREAD THAT IT CAME ON, SO I ASKED FOR IT ON A BUN". If it was a "Double Cheeseburger" then they should state that and I would've redid my order. I've been in the restaurant business for 7yrs and I wouldn't dare act like that towards a customer. No matter if their right or wrong there is a way to be professional. This location needs a reevaluation of staff and supposed to be professional Managers as well. I will not be returning back to this location. Please get these attitudes...

Let me start by saying I'm a Steak 'n Shake fan. There was one near us in college (in Ohio) and it was a frequent spot for our friend group to grab a bite on late nights. I have a lot of nostalgia for the place. The food was tasty enough, the service was always great, and the price is right.

My visit to this particular S'nS in Madison, with some of the same college friends, was an entirely different experience. Our server was new and messed up 3 of our 4 orders...multiple times. We waited over an hour for a very small quantity of food. And it wasn't even busy.

Some of it was understandable. We've all had "first weeks on the new job", but the follow-through by the rest of the staff was ridiculous.

1. No one appeared to help the server resolve the issue. After the first mess up, it was obvious he was overwhelmed and having problems figuring out how to handle the mistake. If he is as new as the staff told us he is, they should be assisting him when these things happen.

2. The cashier implied we were lying about what occurred. We were told by the server that he had informed the manager of the mistake, and that we should ask for the manager when we cash out, and 'something will be done'. The cashier tried to refute our story, even when we were talking to the manager, saying she only saw him replace one plate of burgers one time. (It was actually 3 plates of burgers, replaced twice each).

3. The manager did very little to make up for the mistake. We were told "you ate the food", so all he could do was comp us like $1 each. Granted, it's a cheap meal under $10, but only $1? At least knock off an item for each of us or something.

Honestly, if they had refunded us our full $30 or so, we would have been more likely to come back to give them another chance to earn our money.

We'll spend the extra gas money next time to go to a less-convenient location, just to avoid this service. I suggest others...

I've had to revisit my review on this location. Customer service is really a big deal for me. My last two experience at this location, visiting inside. I am a doordash driver. I have encountered the worker by the name of Alice that appears on her name badge. Her duty seems to appear to be running the front cash register. On my doordash experience visiting the location there is not a designated area that tells the Dashers to wait or to report that you are there for a delivery pickup. Due to the register being the first thing you run into when entering, I go straight to the register to notify someone that I am there for a pick up. On my first experience with Alice she waited on the person that was in front of me. Then once she completed it with that person she moved forward past me to wait on the person behind me without acknowledging me at all. Another person appeared and I let them know my reason for visiting. On my second experience with Alice she waited on a person that was in front of me. Completed the transaction. She looked past me. I notified her that I was standing here needing assistance. She asked me to please move so she could wait on her register customers. And as I step to the side she yells to the back. Doordash is here. And proceeded to wait on the person that was behind me. Alice I am also a customer of Steak and Shake and it would be nice to be welcomed as if I was a registered customer. Doordash Driver's are customers too. On each of my experiences as a Doordash Driver felt unwelcomed. On my personal visits I will continue to use the drive-thru where I do feel more welcome and the food that I've always experienced has been good with no issues...