Steak 'n Shake — Restaurant in Springfield

We live in the area and have been customers of this Steak'n Shake for many, many years. We used to know waitresses by name and had conversations about personal activities. It's a quick go to but better than normal fast food. We have been very pleased over the years. However, in the last year or so, staff has changed and customer service and attitude has sharply declined! No one seems happy to be there or greets you with a smile. I have witnessed arguments among staff in the dining room and terrible attitudes toward the customers. We visited a few nights ago and had our worst experience there yet. We arrived about 15 minutes before closing but there were four other groups that arrived after we did. A waitress promptly came to our table and took our order but did not seem happy to be doing it. Evidently there was a disagreement on which waitress was supposed to handle our table, and from there on we got terrible service. Someone else delivered our meals but no beverages. I had ordered a burger with no cheese (because I am lactose interrolant), but I got cheese. It took me 10 minutes or so to get someone's attention to ask for a correction. Our original waitress could be heard complaining to the other servers that it was crazy once again because customers arrived right at closing. In about ten minutes, the order was up, but it had cheese as well. The waitress recognized the error, and called to the cook for yet another burger no cheese . . . and the wait continued . . . All the other people who had arrived after us had been served and I was still waiting. No one had been back to check on us. Finally, our original waitress went to the window and asked the cook about my food who apparently hadn't heard the reorder or forgot because it still had not been started. My husband had long finished his meal before mine even arrived. None of the staff ever smiled or seemed the least bit glad to have customers or a job the entire time we were there! They seemed annoyed. No one seemed to actually be in charge and I couldn't tell that there was a manager on shift. A couple of the waitresses kept glaring at us while I gobbled down my food. We were not the last customers to leave but we felt pressured, and I felt like I was swallowing my food whole just to finish and leave. Disappointing since we've been a frequent patron of this location for years and years. We will try again because we've been regular customers for so long but staff needs to be trained on customer service and a positive attitude of...

After our recent visit of many over the past 8 months to this location, I can’t continue to be silent. The service has fallen to crap. The food is never consistent and is below Steak n Shake standards. The building needs maintenance.

Last night we arrived, were seated quickly by an employee with a smile and our server arrived shortly afterwards. They were not busy, maybe four or five tables had customers and the drive thru seemed steady but not swamped. Our server did not introduce herself but took our drink order and brought them within minutes. As we generally always know what we want before we even walk through the door, we were ready to order at that time. She took the order and didn’t return until she brought our food, extra napkins and the bill. Didn’t ask if we needed anything, instead she said to let her know if we needed anything then left. We didn’t see her until after the last bite of mediocre food. When she took my credit card, processed it and returned it, she pointed to the original bill and circled the ‘leave a review’ part, stating ‘you can leave a comment on my excellent service’, or something very similar.

My Frisco Melt had one piece of bread that was not even grilled/toasted. It was soggy and made the experience worse. I’ve had very greasy Frisco Melts that were easier to eat, and those were bad. Greasy bread is not appealing but neither is bread that is room temperature and came directly from the bag. The fries were lukewarm as was the Melt, as if it had been sitting on the pick up counter for a while. My wife’s food was ‘passable, but a little greasy’. She had the double burger with bacon and cheese, and the fries, which “I shouldn’t have had”.

The ceiling tiles above our table need replaced as they appear to have residual water leakage reside and look disgusting. The vents in the ceiling were filthy. Upon standing, after we finished our regrettable choice for dinner, we noticed that many of the ceiling tiles need replaced due to what appeared to be water or other liquid damage. I could not give myself the opportunity to look further at the possible issues that this building may have so we left.

I’m no health inspector but if I were I’d give them a C just based on what I saw in the dining area. I now wonder the condition of their ice machine.

This location is less than three blocks from our home but we will be going to another location...

I would give this restaurant a zero star rating if I could, awful awful service, I took myself and my brother and our elderly father here to eat in July of this year, always been my favorite stake n shake tell July of this year, waitress took our order, 20 or so minutes went by, we still didn't have our food, the guy working the grill still hadn't putt our burgers on the grill after 20 minutes, it took the waitress 18 minutes to get my brother one glass of diet coke, the store was not busy at all during our dinn in, only two tables of people were in the store wanting to eat, me and my familys table being one of them, the waitress was goofing off taking to her friends at the other table keeping my disabled brother waiting 18 minutes for his drink, I used to work at this store and I know how the proper procedures that it is supposed to be run, food ticket times for dinn in meals are 8 minutes or less,to name one procedure that was not followed, Me and my family finally got up and walked out after 20 minutes of our food that still had not been started, I called the stores general manager later that day and explained what had happened, she made it sound like it me and my family were to blame becuz we walked out, she argueed with me and said that our food ticket time was only 12 minutes when we walked out, well if so that means the waitress was goofing off for bout 5 mints before putting our order in the computer, and food ticket times again are 8 minutes or less, not 12 minutes, not 18 minutes but 8 minutes, and waitresses should not be paid to stand around goofing off talking to there friends when there supposed to be working, this used to be my favorite stake n shake but me and my family will never eat here again and the service at this store is so bad now I hope this store shuts down, what happened to this stores policy of satisfaction guaranteed and there policy in there stake n shake employee hand book "never argue with a guest" becuz this store does not even follow there own rules or policy, they do what they want to with our regard and consideration of guests aka customer s, this store is completely awful and I hope it closes down sooner rather then later , completely 200 percent dissatisfied customer experience...