Steak 'n Shake — Restaurant in Springfield

Really disappointed in customer service and quality of food preparation

Ok, 1st let Me apologize formally in this because apparently me apologizing over the phone didn't mean anything.

I called the restaurant and a lady answered the phone and I told her that I was the guy just ordered a soup in a salad and I tipped the waiter on a to go order and so I was really upset that the food was setting the bag the way it is.

Should I perhaps check maybe but I've worked in the restaurant industry for 12 years and always made sure that my customers stuff was set appropriately as if I was giving it to one of my kids or my wife to take home because I wouldn't want a mess all over my car

Out of frustration because she was being rude to me from the very minute I had a complaint which shows very poor customer service skills and the unwillingness to even try and listen to the customer which got me upset and therefore I uttered one word in frustration that was a swear word she said don't you dare cuss at me and I said I apologize ma'am I'm sorry I've been driving since California. I have had over 27 hours sitting in my car I haven't eaten since this morning so it's been over 15 hours and I was looking forward to having a soup and a salad(my wife and i split everything half) because I used to be an assistant manager @ 1 of the steak and shakes up in Indiana and I haven't had this in probably 7 or 8 years.

I attempted to explain what was going on she cut me off 3 times mid sentence refused to let me get my words out and then when I finally was able to tell her what happened she says was not really my fault I'm not the one did it so I don't really care you can talk to a manager tomorrow if you want

I said ma'am and I tried to say something else and no cussing no attitude alredy apologize that was awash in said in the 1st 30 seconds and she literally goes no, it's not my fault soni don't want to heat it, cal my manager.

I mean steak&shake is a good brand but when you have someone who is an assistant manager and that's the way they treat their customers that might explain why your restaurant when I showed up only had me and And 6 total people occupying 2 tables on pretty sure 2 or 3 of the people might work at stake in the shake as they were talking to the waiter about a schedule

The restaurant my son works that in rockwall another steak and shake at midnight they were popping off with 16 to 18 tables 5 nights a week if not more than that all the way from 11 to 2. But I taught my son customer service skills and he might have been a part of that reason because he treats his customers fair so that his boss I really think you need to go back to school and learn how to deal with a customer.

My problem was I ordered a soup and a salad I didn't bother inspecting and I just looked to see if there was dressings in there that was pretty much my only concern I noticed there wasn't one so I asked for 1.

I set my bag and between a safe an my chair and it was safely secure when I got to the hotel I pulled it up and everything fell to the bottom because the bowl of soup was placed in the bag upside down.

I was trying to ask her what time the manager she referenced would be in tomorow & she cut me off assuming she knows my words. An says again; hey, I didnt prep it, not my fault & hangs the phone up on very rudely. When im mid sentance trying to answer a question.

Hopefully this will a see a response, I have faith the brand has not gone that...

What a poor experience at one of our family's favorite restaurants! We have gone to this specific restaurant each of the last 3 years as a tradition during our pumpkin patch experience. Today was the worst experience out of any SnS experience I have had.

We arrived and the kids were all starved and thirsty. We told this to the waitress and immediately said that we are ready to order. We orders 7 meals, 7 shakes, and 7 drinks.

We then waited.... And waited... And at one time wondered if our waitress was on a break because we couldn't even find her. About 25 minutes went by from the moment we arrived at another family came in. Plus a gentleman that sat down next to us. The single man was helped by our waitress. As she was about to leave I said, "Do you know if our food is ready yet?" She looked flustered and said, "Your shakes are almost ready!" That was confusing, but who knows.

About this same time the other family was taken care of by another waitress.

We waited and waited some more. Maybe she didn't even put our orders in, I don't know...

The single man received his meal in about 3-4 minutes and the family on our left (who arrived 25 minutes after us) received there food at the same time. They received drinks though before we did and their shakes came out with their meal.

When our waitress brought us our food, we asked about the drinks and she said, "Oh no! I'm sorry about the wait on the drinks!" One of my sons said, "I can't even eat right now cuz I'm so thirsty." Finally our drinks came. All of our drinks were guzzled down before the food was finished. The waitress did not even ask if any of us needed a refill but at this point we were just frustrated with everything about this expeience.

We finished our food and waited. And waited. And waited. No shakes. I walked up to the counter (our meals were long ago already eaten). The family on our left had already eaten there food, drank their shakes and getting ready to leave. The single man was gone already and probably at home. We still didn't have our shakes. When I got to the counter, I saw our waitress back in the kitchen and saw what looked like two of our shakes.

I actually went to the front and paid for our ticket before the shakes even arrived. I have no idea what happened. It was ridiculous!

Finally our shakes came. We orders 7 shakes, all from the same me, but the waitress assumed that our two youngest children wanted a child's shake. During happy hour, these shakes are only the difference of $0.50 and our daughters were so sad that their long-waited for shakes were 3x smaller than their siblings. She didn't ask us about if we wanted a child's shake or regular shake... She just assumed.

Everything with this experience was out of character. It did not seem to be understaffed nor was the restaurant busy. I spoke with what I assumed was a manager and she said, "our shake maker wasnt here today!" What???? You are steak and SHAKE and don't have a shake maker.

It was not a good experience and I am sad that it happened to us. What makes it worse is that it seems like the other people in the restaurant were taken care of to their satisfaction. Sad expeeience. So much...

Really wish I could have gotten myself to give them at least one more star, but upon thinking about it... I just couldn't.

We chose to eat here, because we had a sheet of coupons and we wanted to use one.

Overall, the food was tasty. The milkshake I had was good. So - there's a definite positive for that, is that the quality of the taste of everything was delicious, and good. (Other than the burger being a bit smaller than we thought it'd be).

However, from the moment we started ordering, that's when the service went a bit downhill. We did go through the drive-thru, and basically...there was a misunderstanding between what we ordered, and what the girl who was taking our order, heard/ended up ordering for us.

(We said we would like bacon, and she recommended that we do a certain number combo, for that...but yet, she was recommending something without bacon).

We were bummed out that there was that misunderstanding because we did feel like having a bacon burger, but she also didn't charge us for the bacon. So, we also didn't have to pay any extra, and we just let it slide that time. It's like she basically never heard what we actually tried to order. That was a bit frustrating.

At the window, she was less than personable, and without trying to sound too mean and judgemental, I'll just say that... One of the people who was putting food into the bags, looked like he was moving around a bit too fast. It gave me certain vibes, that weren't all so good. I tried to tune those out, and not judge.

Again, food ended up being very good. The girl who ordered's listening skills? Not so much. Friendliness to us? Not so much.

I do recommend this place though, because how could I not when they had great deals with coupons. We got large cups of delicious shakes, yummy burgers, and very tasty salty fries for 2 people,...