Steak 'n Shake — Restaurant in Tallahassee

Nothing personal but I was not aware Steak 'n Shake was undergoing new management and policies at store No. 355, according to my receipt, I tried being loyal as a long-term, occasional customer to steak n shake for many years. I was anticipating on breakfast, but to my discovery there was none so i tried to decide on lunch around 10am when they opened and ordered the single steak n cheese bacon burger. the cashier asked me what all I want on it. I stated "Everything that comes on it and whatever I don't want I will just take off to avoid offending anyone." My statement was made according to the menu. To my knowledge and experiences everything on it means all the ingredients listed in the menu from which I ordered. When I received my meal I checked it and to my disappointment there was an ingredient not listed on the menu on the sandwich. I told the cashier I did not expect or want mustard to be on the sandwich. I then asked to have a new bread bun and lettuce leaf to try and solve the problem. At this point is when she decides to tell me they haven't updated there menus. I should have been told that prior to me ordering or before closing the check to eliminate and prevent miscommunications. The cashier stated she will remake it. I said again I wanted everything on it except for the mustard and she walked off as I was talking to her and ignored my request. So I repeated myself to the cook because I heard her tell him to remake it and put everything on the side. So I stated I want it made fully and if I cant have it made the way I want it then I can just get a refund. The cashier refused to give me a refund and threatened to call the police. A call was made so I waited for the police to arrive and stayed at the scene of incident. I asked for the burger that was disposed so I could better explain myself. I just wanted a burger with no mustard. I could have went to Walmart next door to buy all the ingredients to make it myself a sandwich or somewhere else to waste $5. if that was the case and came out with a better deal and day. The condiments once mixed or spilled cant be separated. So to prevent food poison and offending anyone and leaving unhappy I simply wanted my food made how I ordered it. That is the whole purpose of me "purchasing" a sandwich. Outside of the service, she did not wash her hands thoroughly when leaving the cash register when making my food and i wasn't until the police arrived when she put the hair net on. I intended on removing the meat and bacon in private and enjoying a veggie burger. Unfortunately we were not able to see eye to eye. I left hungry and upset. SHOULD NOT HAVE HAD TO GO THROUGH THAT AS A PAYING CUSTOMER....

Thee worse experience I have ever had at a drive thru, this was my first time at Steak and Shake. Since I am sure I will not be able to get to any manager at this location, all the reviews prove that management is lacking here, today is Tuesday 9/16/25, we were at the drive thru about 1720, 5:20pm, just so you know who the specific employee was with the worse customer service. She was extremely rude for no reason, she needs more training and if they cannot provide simple friendly service then they should be let go, establishments develop a bad horrible reputation when they don't provide friendly service. There are plenty of fast foods places that offer great, friendly, and amazing service. Let's paint the picture: We drive to the location on Capital Circle and Tharpe. We even looked at the menu online so that we knew what to get. However, when we get to the window to order and are greeted I ask for our first meal and while she asks what the drink will be, I ask if I can do a milk shake and if she can tell me how big the regular size is, and she continues to ask what I want to drink, I ask the question again since I thought maybe she did not hear me, she says again more frustrated what I want to drink so I ask my question again, then with an attitude she says, "yes, I said what is your drink?" again I ask if she can tell me the size and she says, "what are you gonna have it's one size I can't customize the drink to anything, what's your milkshake?" I tell her the milkshake, then proceed with my next order, and so on. When I get to the window, the payment is done, I just wait a few minutes for my food, once I get it I check the contents, but something is missing so I wait another minute and she says, "okay, don't you got everything?" I let her know that my cheese fries are missing so she gives me cheese, and tells me here you go, so when I tell her that there are fries missing she says it's already in, I check again and they are not, then another attitude comes and a sigh and she gives me the fries that are missing. She tells me to, "Have. A. Good. Day.", I tell her the same and let her know how incredibly rude she was and how bad the experience...

I placed an online order for pickup on my way home from work to save time as I know how long the drive through line can be. I place the order at 6:02 and received my email notification stating the order would be ready at 6:16. I arrived at 6:14 and pulled into one of the marked curbside pickup parking spots and called the number indicated on the parking spot marker and also indicated in the email. No one answered and then it just hung up. I waited until after 6:16 and then walked in. Apparently my order was unintentional given to someone else, so I stood there and waited for them to remake my order. They were polite and tried to fix the situation but it was frustrating as my goal of saving time was out the window. I received my food in a sealed bag and went home, which is 20 minutes away. Upon opening the bag I realized they only gave me 3 of the 4 burgers ordered. I called and was extremely frustrated and the employee that initially answered first asked me if I could come back to get the other order and I said no, I live 20 minutes away...she then handed the call off to someone else, stating that I have attitude and they know how she is, so someone else got in the line and was completely cordial but at that point I was done and hung up before they had an opportunity to do anything other than offer for me to come back and get my food. I don’t know if they would have even been able to give me a refund short of me having to spend even more time to correct their error. I realize they are working hard and very busy and I’m sure they’re doing their very best. This one star review and feedback is directed towards WHOMEVER owns this establishment!!! Clearly you either need to increase your staff, improve the online ordering system and likely pay them more as there weren’t many people in there for the volume of orders they’re filling and while it was human error as to what happened to me, I’m not willing to place the blame directly on the people working as typically situations like this are a reflection on the working conditions and not...