Steak ’n Shake — Restaurant in Rockford Township

I had an order to pick up for a DoorDash customer. The order was one milkshake. Nothing more. When I arrived, I went to the pick-up area, and the lady manager came over and set down a bag on the pick-up table, but it wasn't for my customer. I smiled, held up my DoorDash hot bag, and told her my customer's name. She grunted and walked away. No greeting. No smile. Nothing.

There was only one other employee there who was not a cook in the kitchen or working at the drive-thru window. He was the server, and he was a young man. As I stood waiting for my DoorDash order, I observed him standing behind the soda machine playing on his phone. Every once in a while, he went out to a table to take something to seated customers. He walked very slowly and never once smiled. When he was finished getting what a customer needed, he went back to playing on his phone behind the machine. He never even acknowledged me, let alone asked if he could assist me.

I stood there waiting for about 15 minutes, and neither he nor the manager who disappeared acknowledged me the entire time. Finally, the lead cook came over and asked what I needed. I told her I was waiting for a DoorDash order and gave the customer's name. She said OK and said she'll let them know, and I thanked her.

Another ten minutes went by, yet still no one brought my DoorDash order. The manager did finally reappear to set someone else's order on the pick-up table, but once again, she completely ignored me. Then finally the server came over, very slowly, and asked what I needed. I showed him the information on my DoorDash app, and said all I'm waiting for is one milkshake. He went to go make the shake, and finally brought it to me five minutes later. He didn't give me a straw with it, so I had to ask for one and wait for him to go get it.

As I was leaving, I said "Customers shouldn't have to wait half an hour for one shake", and he mumbled something so quietly that I couldn't hear him. I just left because I needed to hurry to get the order to my customer since it was already very late.

I've eaten in this restaurant and used the drive-thru in the past, and I've never had any of these issues. I'm not sure why it was different this time. My best guesses are 1: The restaurant is under new management and it's horrible management, including horrible training and supervision of the employees, 2: They are prejudiced against DoorDash drivers, which also fails under...

This location has the worst customer service of any Steak N Shake I have been to by far not even joking. Now the only reason I go back is because it is convenient when staying in one the nearby hotels and the food is good( when not screwed up ex. Cold grilled cheese and it's the one place my kids can agree on. Their vhas been times we have waited 20 minutes just for a server to take our drink order and another 10 minutes to bring us said drinks and another 30-40 minutes to bring us our food order wich is rarely even correct. We attempted van online order this past weekend and that was a complete fail got to restaurant at the time I was told the order would be ready and when I got their they handed me someone else's order even though they knew the name on my order so low and behold waited almost 30 minutes to get " everything" it took an extra 10 minutes to make me 4 drinks. Now we had a fairly large order and the person that with me had checked the bag before we left but it was so jam packed we couldn't see everything that was in their so we went over the order with the person up front and were garenteed it was good to go so we finally leave then I get to come back 5 minutes later to get what was missing. Hopefully I will not have to return to this location...

Thursday Jan. 17th 8 guest (3 kids aged 6-9) This location is horrible, we arrived at 7:10pm on a Thursday night with a party of 8. The restaurant was not busy having seven other tables seated. After being seated no one came to our table to give us menus, we had to approached (7:35) the manager and servers who were talking amongst themselves at the counter and ask for menus. At this point the host who seated us gave us menus and took our drink orders. He returned with our three sodas and water since we ordered shakes as well and took our orders. Orders came after a 35 minute wait. All of the orders were wrong and one had to be sent back, while the others were lacking items requested. The poor guy waiting on us apologized for everything and we told him we knew it was not his fault since all the real servers were "busy" or so that is what they told us. The manager was very rude during this experience, he had approached our table after we initially went to ask for menus after waiting. He only said that he could not bring us menus and that all the servers were busy. There was also a spill on the floor next to us that we notified them about upon arriving that did not...