Steak 'n Shake

We go to this SnS every time we do our monthly shopping so our vehicle was full of frozen items... BIG MISTAKE! There were about 8 vehicles before us but the line moved okay until we were locked in place. Between the order and the window we had one truck in front of us. We sat there for almost 35 minutes!! When we got to the window the grease covered manager was there and when we mentioned the wait and asked about the food she replied "I don't know what to tell you, I just got here." The only activity behind her was the cook checking her phone. The manager handed me my small milkshake and when I looked I saw a small cup with colored milk in it half full. She reluctantly said she'd remake it when I tried to give it back. We were given our fries that weren't even half full in a Dixie cup and the burgers also not up to par but by this point we needed to just leave. See attached photos. From the time we pulled to the line from the time we left was 47 minutes. No apologies were even offered.

This location is showing its age and lack of cleaning & maintenance. Like many eating establishments during the worst of the pandemic, they cut back their menu and offered only drive-through. Made sense and they did it pretty well. Now, they've re-opened with no diner counter seating, no wait staff, and POS kiosks for sef-service food orders - the menu is more than pandemic days but less than what it was. They've lost the elements that made them unique - the food they sell is good but now they're just a fast food restaurant and there are others that do that better. I don't see how this chain will compete and survive with this service model - and that's a shame.

Burger wasn't seasoned at all. I spit it out as soon as it hit my tongue. Unfortunately, I already left the restaurant when I tasted the burger and wasn't going back. I end up salting the food at home, but microwaved food doesn't taste as good as fresh food. That's what Steak n Shake is known for, fresh and great tasting food, right?

Inside you have to order with the kiosk, and the orders sometime just get sat on the counter and you don't know when you're order is ready, or they forget to make shakes that are ordered. I even had to squeeze past people smoking inside the entry way because it was cold outside so they were smoking inside the first door and no one cared enough o stop it. I normally love Steak 'n Shake, but this location made me sad.

I will say this place use to be good, I know times have changed and we have to adapt, but getting rid of wait staff and switching to just online ordering and kiosks seems to be the wrong move here. I use to come here on my lunch breaks all the time from work and the service was fantastic all the time, and the food was always great. Now it's just, you order your own, no front end staff, just cooks and drive thru workers, the wait here is usually always 15-40 minutes most times of the day, but towards the night you will be waiting a lot longer due to the drive thru always being plugged. The food has stayed the same in quality but some nights I've gone, I have definitely gotten my food cold from sitting. I know these changes are probably company wide, but they are going down hill if they don't change something.

Well I am not going to give a one star because I never actually ate there. After waiting in the drive through for 30 minutes I decided I to go somewhere else since I had 2 more hours out of an 8 hour drive. Wasn't expecting the Flash to make sure my burger and shake got to me before I made it half way through ordering but I would like to at least make it to the ordering kiosk on one tank of gas. I've never really been disappointed with this franchise so I don't want to bash them. It was just frustrating watching the people inside eat those delicious burgers while the family and I drooled all over ourselves waiting for our turn at some nom nom goodness and not get any.

The service at this Steak 'n Shake was slow. I waited 30-45 minutes for my order from the drive-thru. It is important to note that there were only two cars in front of me. There was also an issue with my order which the server refused to correct. It was a simple mistake on their part, which was not a big deal, but the worker was rude and unwilling to fix my order. This will be the last time that I go back to this Steak n' Shake.