Steak 'n Shake — Restaurant in Sanford

I used to go here all the time till what happened tonight and my experience with this location.

I've made an order through the drive-thru and once I received the order, then I went on my way home like any other normal person would do. After arrival at home, I took my orders out of the bags and opened the box containing the Garlic Burger. Underneath the Garlic Burger, there was a cockroach as shown in the picture attached. I vacuumed it because it was nasty to touch. I packed all of the order and still have my receipt, since I was just recently at the Steak 'n Shake.

As I arrived at the Steak 'n Shake location, I wanted to be courteous to the people eating and didn't want to freak anyone inside of the store, so I went to the drive-thru ( I don't want to cause any drama or commotion as that's not who I am ). I told a brief summary at the drive-thru intercom and told to approach to the front window.

At the front window, I explained the story to the assistant manager and she told me to wait. She told what happened to the coworkers and came back to me and said since I did not have the order or receipt, then there's nothing she can do. Fortunately, I did have my receipt and the order in my car and showed it to her.

Assistant Manager: she said my story didn't make sense and there's nothing I can do.

Me: I would like to just a remake of order.

Assistant Manager: We can't reimburse you as your story doesn't make sense

Me: How can I make sense of it?

Assistant Manager: You went home and found a cockroach and then you vacuum it. Then drove all the way back here to tell us. It doesn't make sense.

Me: ( Confused ) I reexplained my story to compromise

Assistant Manager: If it was me, I would drive back with the cockroach in the bag and show it to you

Me: ( Confused ) I can go home and take a picture of it you would like? I only live like 5-10 mins down the road from here.

Assistant Manager: that don't make sense. We can't reimburse you.

Me: ( Confused ) Is there anything I can do to help or any number I can call?

Assistant Manager: I am the assistant manager and there's nothing I can do to reimburse you.

Me: okay.... ( drove home )

From my interaction, it seems like she thought I was lying to get free food as my beginning conversation she told me I didn't have my order or receipt, but her response after showing it to her. She was a bit dumbfounded and double-down on not helping on resolving the issue. I just wanted a remake of my order as I don't believe that's too hard to ask after showing her my receipt and the order I've made just recently. The order only costed $23.35, so here's my $23.35 story of Steak n Shake review. I've never experienced anything like this before, as I am not a person that ask for too much, confused on the whole interaction, and tend to stay away from drama. Here's the photo of the...

Epic Disaster at Steak 'n Carona

I wish I could subtract stars, but instead I will tell you about my visit and why no one should come here.

Do not come here if you don't have to. My girlfriend and I went through the drive thru to order food. Thankfully I stopped to sample the burger- i puckered my lips with the amount of salt in it.. We decided to go inside to have them remake the sandwich and waited there 10 minutes before someone acknowledged our presence. I would like to point out,, that the only people in the building were my girlfriend and I, the employees, so i wasn't sure why it took so long. Unfortunately for us, it was the same woman from the drive thru who came to assist us. The first words out of her mouth were "...what do you want?". So I explained that the burger was practically preserved with salt. She then asked me "how were the fries?", I replied "they were great!", she then reached her bare hands into our bag, handled the fries, and then grabbed the sandwiches out of the bag to remake them, and then rushed away before we could even breathe.

After she returned with the sandwiches she sat the bag on the counter and rushed off again. So I requested assistance from the other staff.... NOT ONE ANSWERED!  When she finally came, she asked "what's wrong?", instead of telling her that she stuck her bare covid-ridden hands into our bag after she worked the drive-thru and that I didn't wish to eat contaminated fries, I politely said, "can I have a fresh batch of fries, the fries are cold from waiting?

The disrespectful woman replied, " I asked you if you wanted to keep the fries and you said YES!" And then quickly ran off before I could respond. Summoning every bit of control in my body I replied loudly (because she was at the back by then), "No thanks, you are too rude and disrespectful! I don't want anything else, just my money! (I dont send food back twice - thats how food gets played with)

... And as expected the Umbrella corporation zombie staff stood silent... so I kindly left the food on the counter, after which, the woman finally returned and said "what's wrong?!?" - At which point I happily/angrily explained to her, "if you can't see anything wrong with your behavior, then that speaks volumes of your character", got in the car and left.

IF I WERE YOU, I WOULD  AVOID THIS LOCATION AT ALL COSTS!, THEY ARE SEVERELY LACKING IN PROPER FOOD HANDLING PROCEDURES......

To preface, we did dine in late solely because of the hours we work but we were in the restaurant more than an hour before close. We may have seemed a bit loud but we kept a respectful volume being one of the only two parties in the restaurant. After placing our orders we grabbed a seat. All employees seemed to be busy in the back preparing food or chatting but no one was in sight again until our orders were called up and we got less than 10 seconds of employee interaction. The girl who passed off the shakes seemed friendly but I guess when food was dropped off my friends drink cup was forgotten. After this interaction there was absolutely no employee in view for the entirety of our dining. Being a restaurant employee himself, and having no other option, my friend ran out and grabbed his empty drink cup from earlier in place of his forgotten drink. A bit after a man, who later was found out to be the general manager, came out and immediately got an attitude and said you need to pay for that drink right now. My friend explained the situation, the man still didn't believe so we told him to look it up. After realizing he was in the wrong he stormed off with no apology or other word said. In utter disbelief of the service, I called the restaurant after leaving requesting the manager only the be greeted by this same man. He argued with me on the phone, once again not giving something as simple as an apology, and refused to give me any way to contact corporate. As someone who has been coming to Steak 'n shake for years on end I'm extremely saddened by the service we received tonight and quite honestly disturbed that such an unpleasant man would be allowed in what once was an honorable position. Unfortunately, but not surprisingly, I've seen this man's pictures on google reviews for this location, we are not the only group he has harassed, I just hope we can...