Steak 'n Shake — Restaurant in Sevierville

I was really looking forward to trying the new fries fried in beef tallow. We are never near Steak and Shake, but we were today and I was really looking forward to it. I totally love that Steak and Shake is trying to change towards healthier cooking oils, and I really wanted to support thay effort with my business. However, that's where my happiness with this company ends. My daughters and I stopped to eat at the Sevierville location. I waited for more than 5 minutes trying to order while the guy working expo walked back and forth three or four times without so much as looking at me, much less saying something like "hello" 😒. Finally, one of the men working the grills told him to go and see what I needed. So the man working expo walked back and got another order and put it on the front counter before asking what I needed. I told him I would like to place an order and he pointed me to the kiosk. I told him that I didn't want to order on the kiosk. He did at least offer to help me on the kiosk, but I refuse to cater to that business trend, so we went and ate somewhere else (I will come back to this in a moment).

To the owners of Steak and Shake, this review is for you, not your customers. This growing trend of no service (ie, having to put in the order myself) is unacceptable. If I am going to pay 10$+ per meal, I demand that the business at least show me the courtesy of taking my order (preferably with good manners and a smile on thier face....I got neither tonight). I could go to a sit-down restaurant for a couple of dollars more and get full service. Why on earth would I pay you so much for NO service? Also, a greeting from your staff upon coming to the counter is really not too much to ask (remember....it's the customers that keep you in business. The least you could do is greet them). I would like to add, for the folks that make the decisions there, that there were more employees in your store then there were customers at dinner time....you should be hearing this message loud and clear.

So, back to where we actually ate....we went two doors down to Chick-fil-A. We were IMMEDIATELY greeted by a customer service representative (emphasis on the "customer service" part of that) who took my order and my payment with a smile on her face, thanked me for the business and wished me a nice day. We received our food and were on our way out with hot food and the order correct in less time then I waited for Steak and Shake's one employee to reluctantly interact with me to tell me to use the kiosk. Chick-fil-A was PACKED!!!! Same time, same location (only two doors down) and Chick-fil-A was packed, while Steak and Shake was empty. Are you getting the message business owners? Even at McDonald's, who have been using kiosks for years, they will take your order if you ask them to....and that's frickin' McDonald's for cryin' out loud! You are getting beaten by McDonald's with thier toxic waste food and half-aed customer service. Thier customer service may be half-aed, but that is one half better than Steak and Shake provided today. If I were you, owners, I would be dramatically re-thinking your priorities before you go out of business, because you are definitely on your way to that end based on the empty lobby that I saw...

I have not been to a Steak 'n Shake in a while since many locations have closed, but I was super excited to be able to visit Sevierville, close to Pigeon Forge, and come to this location. They had kiosks to order on, which made ordering easy and quick. I got the Garlic double steakburger combo and my partner got the Western BBQ 'n bacon double steakburger with a cotton candy milkshake. We sat down and waited for our order to be called, which only took about 5 minutes. Our shake was called first and it looked and tasted fantastic! The cotton candy flavor was very apparent in the shake and I would definitely get that again. My steakburger looked great and I did not have to make any modifications to it, as the description read: "Two Steakburgers topped with American cheese and served on a toasted bun with garlic butter and a sprinkle of garlic salt." The french fries were very thin and crispy. They also had ketchup, mustard, and bottles of their original steakburger and fry seasoning on the tables. The fries tasted great with just the seasoning on them, but they also tasted great with ketchup. There was someone going around making sure tables were clean for the people that kept on coming in. Since they were so small and crispy, it took longer to eat them, and it helped fill me up. Overall, we had a very great experience here and we would...

Using this as a location review, not the restaurant chain as a whole. This place lacks in customer service in every aspect. Waiters an waitresses were rude. Melinda (whom wasn’t even waitressing around our tables) stepped up and offered her assistance whenever she was nearby. She is the only one I would rate highly in this review for the Parkway branch. One member of the party ordered a dr. Pepper and received it in a dirty glass with particles of a previous milkshake (it was very obvious) and again Melinda stepped up an took care of that for us. We didn’t receive our milkshakes til near end of our dinner and that was the only sort of beverage ordered by most of the group. I was handed a coupon from a customer in passing to use towards our meals. When I asked the waiter he said to present it at checkout... at checkout time the cashier stated I should of presented that before hand. Once I explained I was told to hold it til after the meal by the waiter he went ahead and accepted it, but I only believe he did so at this point because I was getting aggravated. Definitely don’t plan on eating at this location anymore, which is sad because my family has always...