Steak 'n Shake — Restaurant in Washington

Let's talk about Emily. But first, let's look at a comparison between this establishment and another steak-n-shake, apples to apples and all. We have a steak-n-shake close to our home in High Ridge... that place is fantastic. Service is excellent, food is excellent, music is very pleasing. The place is CLEAN. With that said, let's come back to Emily. This particular establishment is.... the titanic. Emily is the ONE bright light within. As we walked in, the place was dirty, the kitchen staff seemed out of sorts. We ordered at the kiosk... Emily brought another couple, an elderly couple, over to help them order, their first ever visit. While our family continued our order, Emily brought another elderly couple over to help them order as well. We could hear her while compiling our order. She was very pleasant in dealing with each customer. After completing our order, we found a table. Again, the place was dirty. I know that you will probably say that was Emily's job to keep the dining area clean... well I'd grant that but I also SAW first hand that she was giving her time for customer service. I then also witnessed her helping other patrons who were sitting in the dining area, as she continued to clean to the best of her ability while balancing customer service. We ordered shakes with our meal... got the meals, MISSING PIECES of those meals by the way, but never got our shakes. We asked her, since she was in the dining area, about the missing pieces of the meal... my wife and daughter ordered cheese fries, but got no cheese. Emily took care of that. We still didn't have our shakes, so we asked her about that also. She checked on those. She came back and asked if we wanted a refund instead. I would have, but my kids were looking forward to those shakes.... even AFTER our food was very bland and unappetizing. So we opted for the shakes to go. They still weren't ready. She kept us updated on their progress, or lack of. Even the shakes left a burnt after taste for some reason. Emily apologized profusely for everything during our visit. She explained that there were a couple of new people being trained, and that the last few days things had been off track a bit. I give her that she was trying to cover for management's lack of ability to lead. Here's the reality... if this had only been bad leadership for a few days, the overall majority of workers would have been trained properly, would have known what to do to keep things running fairly smoothly. Instead the overall dynamic is that the entire crew was haphazard. Which shows that management is not doing it's job. Again, overall, Emily is THE BRIGHT SPOT among this location. She should be the manager. Heck, I'll go further than that, just hand her ownership of this location, lock-stock-n-barrel. She can probably turn this sinking titanic around. To wrap this up and drive home the point that this experience isn't a fluke... the patrons next to us, as we were leaving, told us that BECAUSE we ate in the restaurant, we were asking for a lackluster experience... because that's what you get when you eat in...

So I went to steake n shake in Washington, MO threw drive- thru and for the 3rd time in a row that I have gotten a burger from them it was wrong. I called them to ask what to do about it and was told to come back and they will fix it. OK! Good! Then when I get there and go threw drive thru, I tell them I called about a messed up order just a bit ago. I am replied to with "Just what was wrong with your order?" I said the double steak burgers were wrong they had mustard on them instead of mayo. Then it was so what do you want on them ? I told her she read it back wrong and I said no, and repeated it. Then it was read right. I got to the window and they wanted to know if I brought back the other buyers very ignorantly towards me still! I handed over the bag and said the incorrect receipt is on the bag. The window was slammed then opened with a new bag and said girl says here as she swinging through bag at my face! Window slams again! I say hey and finally a young man opens the window and I said there is no reason to to be rude to me I didn't mess up the order. He apologized best he could. The thing is that my order was wrong from your mistake and I had to leave my house to get it fixed so all of my family could eat, I didn't get to sit with them and eat because I had to go to fix your mistake, then I get treaded like a horrible person when all I want is the food I requested and payed for, then I had to go out of my way to make it right. Not any more! I don't feel the need to pay for abuse along...

I almost wish I'd never walked in to witness what I saw on Saturday night December 14th. Place deserves zero stars. After 5 minutes at the actual drive up window then 10 minutes waiting at the pull forward and wait spot, I had to go in the "restaurant". If only I had taken in my phone to get pictures of what looked like the aftermath of a food fight. Completely disgusting. At which point I asked for my money back rather than "food" prepared from the floor. The drive thru girl had to cover her ear to hear me because someone in the kitchen was screaming. As I sat in the car waiting, 3 employees kept running out to one car and back in. Didn't appear to be a break as it was in and out several times only from 2-3 minutes. They apparently never made my order or gave it to the wrong person. While I waited for my refund, another customer brought her order in because it was wrong but wasn't mine. It was probably yet another customer's wrong order. I've eaten at that Steak and Shake, since it opened. Now. I wish I never had and certainly won't ever again. Place should be shut down. It is unimaginable that such people are allowed to work in such a nice town. If you care about your health, don't risk eating at Washington Missouri Sreak and Shake. Food all over floor, walls not cleaned. Employees jacking around. Not safe to...