Steak 'n Shake — Restaurant in Richmond

I placed a web order because my hotel was right next to the restaurant. I arrived a couple minutes before the pick up time I was told online. I was immediately greeted at the door at which time I said I was picking up and they pulled up my order. I got the food portion of my order 5 min after the time I was told online, not the end of the world. However, my two shakes and soda were never given to me.

It took me another 7 min to get someone's attention, even though there was what felt like too many employees on the floor. They must have been short handed in the back because a man who dressed like he was the manager was on the grill and the only other person I saw was at the drive thru window.

I was getting fairly irritated and was dying on the inside as I watched all of these employees standing around talking in small groups, catching up with what I assumed was a current worker on her day off (because she went into the back where the shakes were made)... all I could think was how I would write up and fire my employees if they acted in the same manner, not being attentive to customers in general.

Finally, I got my shakes and drink. I immediately noticed the whipped cream on my shake was melted and there was a red hint of the cherry that I asked NOT be added. I walked the two minute trek back to my hotel and sat down with my family to eat. My niece loved her vanilla shake, but was disappointed by the mac n cheese as it wasnt "cheesy". The fries were cold and disgusting, my grilled cheese was inedible because I couldn't get past how the bread was grilled in a way that tasted and felt like stale toast. My mom couldn't eat her Frisco steak burger because of gross bread and just disappointing everything. I had ordered 2 grilled cheeses and fries, a Frisco and fries, and a kids mac n cheese plus a couple of shakes. I literally threw away 95% of the food. The shakes were tolerable.

The only plus side was that they got the Frisco sauce on the side right. I was going to carry the entire order back over to them but the thought of waiting even longer just irritated me more and I didn't want to be "that" customer. Besides, I'm in from out of town for the sole purpose of taking my Master's exam tomorrow, I've been studying all day... no time to go argue with them... instead, I'm enjoying a granola bar for dinner... awesome.

Soooooooo disappointing. Steak 'n Shake has never disappointed me on this level EVER. I'm done altogether and will not be returning to this Steak n Shake or ANY of them in the future for that matter. I'm sure the loss of a single customer won't hurt profits too badly, but I hope future patrons dont have the same...

I was at the store this weekend, and it was a horrendous experience with an inexcusable lack of customer service. Our party of five ordered individually and my wife and I never did get our order. No big deal. We waited and waited and waited, all the while sitting in extreme heat because the vents were all blowing hot air onto the customers. I went to the counter and asked the woman working there about our order And about the heat in the building. She explained that the air conditioning unit was not working which is why it was so extremely hot. She said our order ‘got bumped’ and that she would have it fixed right away. I heard her tell the line Cook, Pedro but he refused to start our order. He told her it would have to be re-entered, at which time he would then start it. Long story short? The order never came so I went back up and requested a refund because our friends had all finished their meal and we’re ready to leave. She grabbed my receipt and said she would give it to the manager, but after several minutes she came back and said she could not even find the manager. We continued to wait. Finally the manager came upfront and I said I would like a refund. Without saying a word of apology or anything else, he turned and left the area and went to what appeared to be the drive-through area. After a few minutes he came back with cash in hand and just placed it in my hand. He literally said nothing. I told him I thought that was inexcusable service and that at the very least, he should apologize. His only response was ‘what for? You got your money’. That was it! I will never return to a steak ‘n Shake again Not only was this one extremely hot, but it was dirty, floors were slick, and it appears all the windows have lost their seal because they were all covered in condensation and dirt. Terrible terrible place! There were several other people in the restaurant in agreement, and several had not received their food. There was constant bickering between the woman and Pedro the entire time we were in the building also. I then saw the satisfaction guaranteed plaque on the wall by the door but the 800 number is no longer in use. My guess is that the company is going under????? They will, if other locations run anything like this...

Came through the drive thru at 4:57 am, I work night shift and wanted something to eat for when I got home. I had to repeat my order numerous times because the cashier was not paying attention to me, and then wasn't able to get the shake I wanted bc they was out of the ingredients. I got to the window at 5:01, was given my shakes and immediately pulled. At 5:10 my order was brought out, I was impressed bc it hasn't taken too long, but the cashier was very off putting. she didn't say a word to us when she handed us the food and basically ignored us all together. But ok, so we pull out and u check the bag to realise that not only am I missing my cookies, but my order is wrong. I asked for seasoning on both orders of fries and was only given it on one. So we pull back through the drive thru, my fiance informs the cashier that food was left out of our order and was going to pull up to the window, we watched 3/4 employees ignore us and sat there for another 5 minutes without ever being acknowledged. Finally the cashier came to the window, my fiance told her we didn't get our cookies and the fries was unseasoned. She walked away and brought us a CUP of seasoning? Then shut the window on my fiance while he was trying to say something about the cookies. When she realized we hadn't moved a minute or two later, she opened the window and my fiance again told her about the cookies. She didn't have a reply, just walked away and got them and proceeded to throw them out the window at us. No I'm sorry, no can I make it up to u, nothing. Once we got home, and I live close, my fries was close from having to turn around, my bacon cheeseburger had no bacon, and my fiance's burger was so greasy the bun was inedible, we got zero napkins and no ketchup. I tried to call and no one will answer. I will never be back at this location during the night/early morning. This service was ridiculous and unacceptable...