I come here a few times a month. I've never had an issue here. The food is always wonderful, and the service is phenomenal. Never disappointed when I come here.
Without a doubt, the absolute WORST experience I have ever had at a restaurant. I don't blame the wait staff one bit. Our waitress was on her own for the very first time and the other waitress was exhausted and overworked. I have no complaints towards THEM. They were doing their best and get major kudos from me. My problem was with the so-called manager on duty tonight and his cooks. No hair nets? Barely used gloves. When the one actually DID use gloves, he reached up and was messing with his hair with his gloved hands and didn't change them. I was so appalled that I couldn't even finish my meal. My mother's chicken sandwich was so overcooked, it was like a hockey puck on bread. The tomato slice had a huge stem center in it, and after it was brought BACK to the table after being returned, it looked like they had just (very poorly) attempted to cut the center out of it, damaging the tomato and leaving stem pieces behind. When my dad attempted to speak to the "manager" on duty, he was met with attitude and an excuse of "Well, I don't have enough people here tonight." That is NOT your customers problem. That is not an excuse for such poor service. And even after my dad had paid his bill and walked outside, the "manager" had a little fit and slammed a few things, mumbling under his breath, and shaking his head. Excuse me, but you work in CUSTOMER SERVICE. You should always hold a certain professional image, even when you've been met with complaints. You don't act like a child and slam things because you don't like what was told to you. My sister and her boyfriend had attempted to order chili cheese fries and cheese fries. The order was never made. We gave the cooks plenty of time to make them, around 20 minutes or so, and they still weren't done, so they cancelled the order as we were paying. My dad's meal wasn't made right. He had a triple steak burger meal with onion, tomato, lettuce, cheese, ketchup, and mustard. When the order was brought out, there was no tomato. No cheese. And the waitress had repeated the order back to us exactly as my dad had ordered it. This was a cooks error. I understand being short-staffed. It's rough, but you NEVER allow the employees you DO have to make such big mistakes that you have to deal with angry customers like myself. I am a food service leader. I know what it's like to be short-staffed and at your wits end. The difference here? I would NEVER let it affect my work, my presentation, or my customers experience at my place of employment. If this manager put half as much effort into his work ethic and customer service skills as he did into making excuses for his apparent lack of, he just might make a halfway decent manager. I will end this very long review here, with just a final statement. If a customer approaches you with a problem, ANY PROBLEM, with their experience at your place of employment; Do NOT make excuses as to WHY their meal was a disaster. You take it back, you apologize, and you fix the problem. You don't just half-ass it, send it back with a boat load of excuses, and hope they don't notice. I hope that these problems will be dealt with and I hope that no one else ever has to deal with service like this again. I know that I won't, because I will never return to this establishment again.
Waited for a long time to get seated. Employees kept walking by never even “hi” or “we’ll be right with you”. Once seated waitress was rude and with an attitude. When the food came she slammed plates on the table and forgot something from our order. Never checked up on us. Asked for a water and my 8-year old daughter literally spit it out (it was clearly tap water). Table next to us ended up returning their food because their waiter got their order wrong. All the workers there look like they don’t want to be there..... and to make matters worse one of the guys there had extremely long poofy hair. Not tied. No net.
This is the worst Steak 'n Shake I have been to. The service was decent but my two little patties were in pieces, and my sunny side up eggs on top were more like scrambled, and they were quite stingy with the fries and took a while to get our shakes.
Giving it a one because this needs attention. I could have gotten sick. Just went through the drive through about a half hour ago. On my burger I got no mustard (personal preference). I came home and took a bite and it tasted awful. Not only did the burger look sloppy, but when I lifted the bun it was obvious that they put mustard on, then wiped it off. I don't hate mustard that much so I knew it had to be something else that was off. I examined the meat and it was almost raw! Now I like my steaks rare but this was cold and raw. There is a difference. Plus I never asked for a rare burger. It looked like the outsides were lightly browned but any cook would be able to tell that it was totally raw on the inside. I was happy with the speedy service as I usually have to wait forever to get my food, but if waiting forever gets me a cooked burger I'd rather wait. The lady in the drive through was very pleasant though.
Steak N Shake is a US Restaurant based in South Bend, Indiana. Steak N Shake is located at 1315 E Ireland Rd, South Bend, IN 46614, USA.
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