Steak 'n Shake — Restaurant in Springfield

Let me preface this by saying that I love Steak 'n Shake. My hometown restaurant is excellent, and so while visiting here in Springfield, I was so excited to see one my favorite places to go. My experience here was subpar and that's sad because the restuarants are usually awesome.

Initially, I called. They told me that I could place an order over the phone and asked me to hold. Then, they put the phone down and just went back to work. I was right across the street and when I realized they weren't going to pick up the phone again after about 5 minutes, I drove over there. When I walked in, the phone was sitting on the countertop as the workers just went on working... I have attached a photo of the phone off the hook on the counter.

Now, the reason this rating is so low is mainly customer service. Below are some specific reasons why this establishment's customer service makes the rating so low. The already stated phone ignoring The restaurant only had 2-3 tables with people at them... it was mostly empty, and yet it took them over 30 minutes to bring us 3 shakes and my food was cold by the time my shakes came...it was supposed to be a to go order. Some of the employees are rude. Not all of them, really just the girl that took my order was the really rude person. The employees talked about how much they wanted to leave and go home while waiting on customers and they did so in a fashion that sent the message that made the customers feel like they were being a bother... that isn't okay...it's rude.

Now, it's never nice to critique and not compliment.... The food was cold by the time I could leave with my shakes, but it was good, even cold. The cook was very nice and brought us our to go bag promptly. The guy making the shakes was apologetic, but it doesn't make sense that we would have to wait 30 minutes on a milkshake.

Ultimately, if youre nearby and not in a hurry, give them a try. Maybe your experience will...

I ordered the Clucker Combo with a large cheese fry upgrade and one extra cheese sauce. I paid ($1.79) for the upgrade and ($0.84) for the extra cheese sauce. My total was $14.95 stated on my receipt and reflected on my bank account. The drive worker was a new employee but didn’t give me my receipt, I then requested my receipt with the bar code for rewards and he didn’t give me the right one and told me that’s all I got so I wasn’t able to get my points. I spend money regularly at Steak ‘n shake and deserve that to be accounted for without issue. Anyways despite that I was given my food and it was a small fry with one cheese sauce. I was missing 2 cheese sauces which I only later noticed but I thought I was just missing one bc the clucker sauce looks like cheese sauce. I went inside the get what I payed for and I was questioned and told I only paid for even with the receipt in my hand. He told me that’s not how it was rang in but I checked my bank statement and that is the exact amount it reflected. I was treated as if I was trying to finesse extra cheese sauce. So I was still missing one cheese sauce by the end of it all but I did not want to waste anymore energy on the situation. Bottom line the whole thing took about 30 minutes and I still didn’t get exactly what I paid for. The food was great but the drive employee were not properly trained and the one who was accused me of lying with my receipt in front of me. Overall bad customer service. Will consider driving to the Wabash location...

I have ate at this location multiple times, but I have always used the drive thru. I have never had any issues and my order was always right and the service was very quick. Tonight, I met up with some friends for dinner. It was the first time any of us had dined in at this location. Our server acted like he had no idea what he was supposed to be doing. We ordered sweet tea for our drinks and the tea was the farthest thing from being sweet. Our server did not bring us silverware to eat with. Our glasses were empty for quite some time before he walked over and offered to refill my glass, but not any one else's. At no point did anyone check back with us after our meal was delivered to make sure everything was okay. (It wasn't! Some of the sandwiches were made incorrectly.) Also, we had to get up and find a bottle of ketchup on another table to use. We waited for our server to come back around, but after 10-15min and no sign of him, we went ahead to pay. We were wanting to have shakes for dessert, and ordered them as we were paying. It took another 10-15min to get them after paying. We mentioned to the manager that the sweet tea was not sweet at all and he replied with, "Oh, okay. Sorry 'bout that" and walked away. I can assure you that even though the drive thru service has not let me down, I will not be returning to this location. This has been a disgrace to all...