Steak 'n Shake

No servers or hostess staff. Order food from kiosks and wait for number to be called. Have to pay for condiments. You can see in the pictures of my Frisco melt sandwich how small the burgers are. So I guess if you like bread and Frisco sauce for $10. This was by far the worst steak n shake experience we have ever had. If everything being self service is the way steak n shake is headed we will never be back. For almost $50 for 4 us to eat we could have went to an actual sit down restaurant and had a much better experience.

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 restaurants these days.

New layout, you place your own order at a touch screen (not a fan, too many people touching it). Everything after is great! No touch self serve drinks, then seat yourself. They call your number and your food is on a tray for easy pick up. Food ready in a timely manner. Would be nice to have electronic reader board to back up the voice calling your number. Easy trash disposal and person circulating the room took our empty tray. Boy had I been missing their fries! Drive through just not the same as eating in.

This technology stuff to do before you even sit down is Ridiculous. Especially when you have a big family. Had cheese fries w/ cheese, hardly any cheese at all on them, then, you have to carry this order to ur table too. WE ALL WON'T BE BACK AGAIN. Steak n Shake might as Well close up. Not the same.

On mon, 4/18,I went to Steak and Shake in Washington for the first time in 12 months.I went through the drive-thruAnd waited 25 minutes for the worst Steak burger I have ever had in 50 years. The meat was cold and under cooked, the cheese wasn't melted, the bun wasn't grilled. I threw half of it out, and I have wasted my last minute at Steak and shake...