Steak 'n Shake — Restaurant in Sunset Hills

okay so I live right by this SnS and have a few stories. Once, there was only one guy working there, he didn’t lock the doors or make it look like they were closed but he refused to serve me, which was fine but I felt bad for him because others weren’t so understanding. Still, lock the door if you’re the only one there and can’t conduct business.

Another time, there was an awful and rude waitress working the night shift. Cursing, bossing the others around like she was in charge, and all around being a negative person and average (aka bad) SnS server. A few weeks later, my parents were in town and they eventually decided they wanted SnS since they don’t have it where they live. We have the same server that I had had my previous visit. She brings my dad the wrong food, which is okay and not the end of the world. She then turns around and claims that it is her FIRST DAY, a blatant lie! I called her out on it and I think we actually went through three servers that visit because that woman was so frazzled I had called her out!

Third story about this same SnS, and the last time I will ever go there. There have been many more stories about this SnS, I just don’t have all day, sorry. So I put in an order with the app and wanted to give that a shot. I figured, the service at SnS is so dependably slow that I should give them a head start on the food by ordering with the app. I go in there and there are several people working there, but only one guy is on register and he is basically just hanging out with a group of about a dozen kids or so. He sees me and says he will be right with me and I tell him I have an online pickup order, but I’m confused because he’s just hanging out with these teenagers. After I had been standing there for several minutes, I find out he is actually ringing them out, just with the speed of a turtle missing it’s leg. Eventually after I’ve been standing there for 20 minutes (well after my food was finished) and the teenagers file out and he begins to try and hand me the wrong food. I tell him it’s the wrong food and he insists this is my order. I tell him it’s not. After some back and forth where he insists that this is my food, he asks me to sit at the counter, so he can ring more people out. (They were the only other party in the SnS the entire time I was there aside from myself and the teenagers.) I comply because I’m a pretty laid back guy and after a few minutes at the counter this other guy comes out from the kitchen, looks at me, and asks if I have an online order. He pulls out from behind the counter from literally right by where I was sitting! He starts teaming the other guy about how many times he has told him about online orders and how could he keep getting this so wrong. Anyway, the food in that bag was pretty close to my order, but it was in the SnS tradition: a complete botch job that I waited entirely too long for.

So, I will not be returning to this Steak n Shake or maybe even any Steak n Shake ever again. It’s a shame because you’re literally the closest place to eat to...

I LOVE Steak N Shake when it is from a location that cares about the customer's experience. I have been to this location countless times over many years. Since the company closed many of its locations and has been run under different leadership, the chain as a whole seems to struggle to run there remaining locations.

Today, my wife and I went to SNS for lunch and ordered our food at the self-service station. When we went to get our drinks, catsup, and napkins at the self-serve station, we found that there was only one cup for soda and no catsup in the containers at all. We took a seat and were assaulted by LOUD RAP, some of which included language that is not appropriate in a public place. When I went to the men's room to wash my hands, I was repulsed by how filthy it was and found one of the sinks unusable - I will save readers from the details, but suffice to say it was unsanitary.

My name was called neatly 20 minutes after our order was placed, and it was missing the condiments we had ordered. When I went back to ask for the missing items, the woman who appeared to be one of the supervisors was not particularly nice and obviously did not appreciate my asking that the music be addressed so that the dining area was not filled with it, and that all the patrons could have a conversation.

My burger (a double with cheese) was so hard in part due to being overcooked that it was inedible. My wife had chicken strips we which were fine, as were the fries.

This is the second time in less than a month that I have visited this location and had a questionable experience, and today, it was really bad. The last time the music was not an issue, the burger was passable, but like today's visit, the bathroom was disgusting, and the general feel from the staff was negative.

Unfortunately, I will not be returning and can only recommend to others that they pass on returning till the owners put up a sign announcing the location is under new management.

SNS needs to do a lot better. They have a good product when they get it right - better than the competition. But when they get it wrong the competition...

We've been traveling for 3 days, and was all too excited to see the sign, as our family fav back home was removed years ago... but "The charm of the past is often just a faded memory". First, we walked in to several in lines ahead of us, stumbling through the self service kiosks... Maybe add words that day "Press HERE to start", instead of assuming it's obvious to older patrons. Also, maybe a diagram showing how to press the screen, as it seemed my fingers were the only ones that "could work" the screens. Some tapped lightly, some were mashing, all were trying with fingertips, not pads of fingers. I feel like a worker could have just as easily helped them, as I did, but they'd have been paid for it! Not all-user friendly imo. It said to scan or hand in qr code to get drink, but no one was there to hand them to, nor did any of them seem remotely interested in helping when one did happen to come out to call the name and hand the orders over. If u did manage to get some to respond, they would simple say it's being made, n walk away. Unsweet tea was empty, sweet was unsweetened, and no paper souffle cups for ketchup. Tables were dirty n sticky n unwiped... WHILE an employee (manager maybe?) was sitting at a table w someone, talking. Even if on break, she could have delegated the task to someone on the clock. I had to wait 6 minutes to ask someone for a to-go container, and another 8 for a cup for the shake. The shake was completely melted, the tomatoes were hard as a rock and mostly green, while the lettuce was dry, brittle and heaped on. Besides all that, the burger was okay, despite it having miracle whip style dressing, not mayo as listed. The fries were okay, but glad we got extra cheese. Bathroom was groady and outta soap (employees HAD to realize that, right!!???? 🤢) So basically, this was a huge disappointment, frustration and waste of time & money. Sorry y'all, I'd pass by here unless it extremely slow... And tbh, I would...