Steak 'n Shake — Restaurant in Woodhaven

I live about 30 mins away and I drive to your Woodhaven location a handful of times throughout the year simply because steak ‘n Shake has always been my favorite restaurant. I’ve been there probably three times in the past two months and it has been the worst experience for me. Every time I come to the location, there are young kids working and they laugh and don’t take much serious. Every time I start ordering in the drive-through, I can hear people laughing in the background…it never fails. Last night I decided to come to your location. I got to the drive-through and they told me that they weren’t able to take orders at the moment. I told them that I drove about 30 minutes and was wondering if there was something else they could do to take my order and they suggested that I come inside. I pulled around to the front of the building and I parked and I tried to go inside. The doors were locked and it was pouring rain outside. I had to walk back to my car and call them to see if they would unlock the doors. They didn’t answer the phone so I went back through the drive-through and told them that they told me to come inside, but that the doors were locked. They apologized and told me to come back so that’s what I did. I parked and tried to go back into the building. As I was trying to open the doors, a worker came out and told me that she didn’t think that they would take my order because they were about to close. She wasn’t very nice. I was a bit confused because they told me to come inside two minutes prior to that. I go inside and they make my order. It was 2 younger gentleman. I’ve never used the kiosk before while ordering food and I was really confused and I didn’t get no help with it so it took me a minute. I finally placed my order and I waited not even five minutes for my food. They gave me my food. I got to the car and checked it out and it was the most sloppiest messiest food I have ever seen in my life. On top of that the order was wrong. I couldn’t go back inside because they followed behind me when I was leaving and locked the doors. I ordered three burgers and two fries and my order was wrong. I didn’t get the burgers that I ordered. By the time I got home and could eat my food It was sopping wet, almost like it was dumped in water. It’s frustrating when you love a restaurant but the workers just don’t take anything seriously . When I was inside waiting for my food the workers kept looking at each other as if they were irritated, and they were huffing and puffing, and throwing their head back as if I was bothering them. If a restaurant closes at 10 PM and I come in at 9:30 to order food, there’s no reason why I should be feeling guilty for ordering food from somewhere . Restaurants close at a specific time for a reason. I remember being in high school and wanting to get out of work on a school night however I would never make someone feel bad for ordering 30 minutes before I close. I’m very unhappy with my experience. I just want the food that I ordered to be correct and I want to receive excellent customer service skills. However, people take me as a joke every time I go there. Please get some new workers in there or please get a manager that will put these people in...

AVOID THIS PLACE AT ALL COSTS!!!!!!! Worst place I’ve ever been too. Was iffy about trying them to begin with. Waited in the drive thru for 10 minutes only to approach the speaker to see it was broken so I decided to go inside. Walked in to one kiosk working while the rest were just out of order. One was accepting cash only but then wouldn’t take the cash so you had to wait for a worker to EVEN LOOK AT YOU before cashing out. I tried to get no sauce on one of my burgers but there was no option for that on the kiosk system, So I had to wait for a worker to tell them. Finally they came to the counter I asked for no sauce. He made sure to inform the cooks and people in charge that there was no sauce on the burger for my order. They said okay. 25 minutes later my food is brought out and the lady says “there’s sauce on your burger not on the side is that okay?” I said no it’s not okay I asked for my sauce on the side. So she asks for a remake. I wait ANOTHER 10 minutes for a remake of my one burger. After the 10 more minutes of waiting I get handed a bag with one warm burger and freezing cold food. I walked outside called my husband to tell him what happened he said to go get a refund because he knows I wouldn’t eat the cold food nor would our special needs children. I go back in for a refund and the gentleman issues the refund right then and there. The lady comes up hollering about how she just remade the food and kept the other food on the warmer basically calling me a liar that my food was cold so I told her to eat a fry herself out of my bag. The gentleman issues the refund and the lady walks away with the food. The gentleman offers for me to take the food still since they can’t take it back but the lady has already taken it back behind the counter. So violation there. Anyway fast forward 3 almost 4 days and the pending transaction has been completed. I call my bank and they tell me that steak and shake REINITIATED the charge BACK ON MY CARD!!!!!!!!! Currently awaiting a dispute from my bank and the business to open so I can call and find out who is losing their jobs for FRAUDULENTLY...

When a few years ago a new owner took up the gauntlet, I had great hopes but some things are just not worth saving. I’ll start with those sorry, soggy fry’s they serve. There’s a reason nobody else sells a fry like that! They suck. If you’re lucky enough to get the owner to cook you a burger, it’s decent, considering they’re working with the cheapest ingredients but when you get one of these totally disinterested paycheck, collectors, making your food, the meat will be left with the grease on it, which destroys the flavor, it won’t be cooked enough, which again doesn’t provide any flavor and it’s never properly seasoned. They don’t keep the temperature of the food hot enough as it continues to be assembled, which again means coldish food has low flavor.

The design inside the building is something only an interrogation room should look like. I understand remodeling is expensive and requires somebody with a good taste, but you at least need to keep what you’ve got super clean. Somebody’s gonna have to come in at night and power wash that filthy grout, replace the broken tiles, and do something with that massive and mostly empty area, where people get napkins, forks, and soft drinks. It’s just a looming oddity.

Employees have to acknowledge you when you come in, so that you can ask a question if you need to or god for bed, you might even make them feel some hospitality.

If the owner is going to be stubborn and insist, he can turn this around, then we should’ve seen it years ago.

Any other of you franchisee wannabes, just walk into a really successful business and see how much attention to detail there is. In the state of Michigan nobody pulls off burgers better than a culvers. The one and Taylor is poorly run, but if you get up toward Lansing or Grand Rapids, or around grand Haven and south, they are amazingly top-notch places that turn the same ingredients the Taylor operation has into something tasty and a highlight of...