Steak 'n Shake — Restaurant in Troy

Update 11/4/23 Well, 4 years must have been "a while" because here we are again.

We went straight inside to place our order and dine in. The sign said to place our order at the kiosk, which we did. Time on the receipt was 4:39 PM.

The restaurant was mostly empty when we placed our order. A few people followed in behind us and placed their orders.

Our shakes were ready with 15 minutes.

Then we wait. Then we wait some more.

They start calling names and order numbers that go unclaimed. These order numbers were 10 orders ahead of ours. Then they pass us entirely. A family of five that ordered directly after us received their order. So I have to ask, "where's our order?".

It's at that time the manager instructs someone to alert the customers that their computer system had gone down, and they're going backwards off of receipts.

This could have just been a bad coincidence, but it just seems like par for the course here.

Original Review: I'm not one who leaves 1 star reviews. I try really hard to look on the positive side of things.

We knew that Steak 'n Shake here in Troy has been experiencing some "personnel" issues lately, but didn't know any solid information. We've seen them closed from time to time, which is odd for a 24 hour restaurant.

So we went through for a quick bite. A couple steak burgers and milkshakes were just what we needed that night. We weren't 100% sure they'd actually be open, but we'd just have to drive by and find out.

Lo and behold there were cars in the parking lot so they're open, right? We cruised in and rolled up to the drive through line. The two cars in front of us briefly sat at the speaker then rolled up. Then it was our turn. We sat there for a minute and weren't greeted. We waited another minute before starting to talk to the little box. Still nothing. So I did what any normal person who is attempting to avoid leaving his car would do, I called the restaurant. It rang at least 8 times and then went to a busy signal as if someone hung up on me.

We drove past the window to notice people working inside. So we went in to see if there was still a chance to find our dinner. The restaurant had it's fair fill of people. Not every table was full, but most of them were.

We went to the counter to try and place our carry out order. Multiple people lined up behind us in the ten minutes we stood at the counter.

We ended up leaving before anyone even acknowledged our presence.

It will be a while before we waste our time trying to buy food...

I normally don’t do reviews but I had to with this. I would have gave one star but the employee was nice. I was on my way to Culver’s when I noticed Steak ‘n Shake was randomly open (they’re literally never open anymore). We used to get terrible service there but since they closed and have found new owners I decided why not try it again. Went through the drive thru and ordered a Frisco melt, no frisco sauce, add bbq sauce. After waiting I got my food and left. Only to realize it was a regular frisco with a side of bbq, ok not a huge deal they can remake it. (The receipt was correct). Went back through and they tried to make it right. Pulled up to the window after waiting a bit due to a long line and was immediately given my sandwich. This Steak ‘n Shake makes you pull forward to wait on your food now but that leaves anyone who already has their food having to wait and be stuck due to the grass island blocking you into the drive thru. I was forced to eat my food in the drive thru because by the time I would have gotten out it would have been cold let alone the drive home. Not to mention that the bread on the frisco was literally just butter bread, it was maybe grilled for 5 seconds (we always had this problem when they were open before towards the end). After waiting over 20min to get my correct food and getting stuck in the drive thru I was over it and didn’t want to pull back around just to complain and be stuck again. I can’t stand confrontation anyways. Cherry on top was that the frisco with no fries or drink or shake or anything at all just the sandwich is over $6… I should have just went to Culver’s I could have bought 2 sandwiches for the same price. I’m so bummed about this because Steak ‘n Shake really did used to have good food. I know there’s many other problems in the world than stupid stuff like this but for the price save your time and money and go somewhere else it’s just not...

My family and I have been going to this steak and shake since it opened. For the last few years the place has declined in service and cleanliness. A lot of times you can walk in and see multiple tables with previous customers' old food left without anybody cleaning them off. You sit down and notice food on the dividing walls as well as sticky floors and a lot of times food on your seat before you sit down. Service has gotten so bad that I had a waiter lie to me about regular fries that had been cooked in very old oil which left burnt specs all over the fries and when confronted the waiter tried to explain that it was the seasoning and there was nothing they could do about it. Our burgers were raw in the center and we never got refills. This was after we waited 10 minutes to get our drinks after taking our order and watching other people that came in after us get their food first. I then spoke to the manager about the service and the food. He explained to me that I wasn't the only one complaining about the oil the fries were cooked in and informed me the oil hadn't been changed in weeks while he was on vacation. I explained that the waiter tried to tell me it was seasoning and the manager again said no it was old oil. After years of being a loyal customer I am no longer going back to this particular steak and shake. It is too dirty, food isn't right and staff doesn't seem to care to clean or take care of the customer. The manager is a great guy and has always helped out. Most of the crew could learn a thing or two from him. I have had friends that worked there and they said, "If you think the front is so dirty and disgusting you should see where the food and shakes are made. No one cleans the areas at all and there is always old shake residue around the shake machine and old food around the prep stations!" I will not be...