Worse customer service ever. They are poorly staffed, the waitresses are ran ragged, and when the manager came to "help out" he didn't listen at all. They need more servers. We waited 20 mintues before we were seated.... Another 15 before anyone took our order.... Which was delayed again in the kitchen. Hire some good, depenable help. Just piss poor customer service... read more

I work the night shift and this is one of the few places I can go to get something to eat without driving 15 minutes back and forth. And I'll say that I've never had a problem with the food, it's always been fine. But they're so damn unreliable. They're cash registers are down or they closed early or whatever. So if it's past 12 am and you're thinking "Maybe I'll grab something from Steak 'n Shake", don't even waste your time. read more

We pulled off I-65 for a quick meal at Steak'nShake. Service was very slow (15 minute wait) going thru the drive thru, but the food very fresh. However, when we asked for salt, the cashier replied that there wasn't any left. The cashier was very courteous, thus earning them three stars. read more

Our server Matt was by far the BEST! I came in with my 3 kids on our hang out night and we were treated so great! Yeah service was slow like a sit down restaurant but we didn't mind one bit bc we were having fun. I will come back regardless of the crappy reviews! It's great food and great service read more

Worst service got there 45 minuites before closing and all employees were smoking cigarettes purse and told me they were closed

We've enjoyed Steak N Shake for years but during the last two visits the food quality cratered into a deficit and the drive-thru service was unacceptable. read more

By far the worst burger i have ever had, didn't even finish it. This place is a joke! It's awful and i as really expecting something great and got burned! I will never go back to one of these places. Gross! If someone tells me they like these burgers i'll know they are sheltered! read more

Tried to visit this location on Black Friday after having been out shopping all day and driving out of my way to stop here. Advertised hours were till 2am, however at 1:30am the lobby was locked with a hand written note on the door saying the lobby was closed and if you were an Uber driver or online order to visit the drive thru. Drove around to try to order from the drive thru and they had placed chairs in front of where you were to order so guest could not get to the order box... As a business owner myself I know the importance of being open the hours advertised and extremely disappointed in this location. Someone needs to look into this matter ASAP read more

The food is fine for what it is- but the service here takes the word horrible to a whole new level. Even if they get your order right it's likely going to take half an hour to get it. Even in the drive through. I realize they "cook to order" but this is not gourmet cuisine folks. Management needs to step up and get a grip on things here for sure. read more

Order was wrong an instead of returning it my waitress brought out what should have been on my burger to start with, fries cold an old, dirty tables! Won't stop at this SNS again read more

Bethany provided the best of service. All the wait staff was polite and efficient. Good burger with gratitude thanks I'll be back!

First time at this location but found service lacking. Observed people waiting for service; waiting for checks to be delivered; tables were sitting with dirty dishes read more

Decent burgers and shakes, horrible service. Been here for over an hour - if you are in a hurry, keep driving

I got the double steak burger platter. The bun on the burger was soggy. Hard to tell it had been toasted. A pretty meh dinner. I've been to far better steak and shake locations. read more

Just too slow - terrible service, understaffed. Tried this location 3x and awful service never fails. Good luck.

Honestly worst service we've had. Walked in and wasn't even acknowledged for about 5 min. By the time we were noticed they sat 2 smaller groups behind us instead of seating our, apparently too huge, group of 5. By the time they cleaned a table and we were seated we waited at least 8 min and then noticed another group that came in after us was having their order taken and we still hadn't even had anyone come to our table. Sad thing was they were not very busy. We will not be back to this location ever. read more

Terrible service. Waited over 10 minutes to be seated. Waited 25 more, never spoke to a waitress. Got up and left after about 10 others did the same. Warned 3 parties in the parking lot. It wasn't just that they were slow, it's that they were slow and didn't give a fuck. read more

We love Steak n'Shake food but have stopped eating at this location. The service is horrible. The wait staff spends time joking and talking with each other while the customers wait to be seated. Ordered a root beer float but they were out of root beer so changed to a coke float. When it was finally delivered it came without a straw or spoon. Waitress went to get them and returned 5 minutes later with a plastic spoon because the regular ones were dirty. We watched another waiter walking around the room with a sticker on his forehead that read "your Mom". Management needs to get a grip. Finally, the floor is disgusting! I know they are open 24 hours but they should still find time to mop. If the front is that dirty I am afraid to see the kitchen. I love my garlic burger, but sad to say, I won't be getting it at the Franklin Steak n'Shake! read more

Worst Manager I have ever seen! Worst customer service....Grill Cook walked away from the grill while orders remained over the grille.....started socializing with other staff members some of whom were in their cell phones! We waited almost 40 minutes for our eggs and bacon breakfasts....there were only 4 other tables with customers in the whole place! We talked to the manager, he could not have cared less, did absolutely nothing to apologize or make things right! We had to get our own food and serve ourselves as it was left on the counter for about 10 minutes and was basically lukewarm when we finally got to eat it! Customers next to us began talking to us and they said that they had waited over 45 minutes and only had partial breakfast items that they had ordered! The Manager, Grill Cook and most of the staff were at best, bored, unconcerned, inattentive and food service was THE LAST thing on their agenda! The ENTIRE OPERATION was a joke! My husband is a chef and we are well aware of the food service operation and everyone there that day (July 12th, Saturday at (9:00 am) should be seriously disciplined or fired! It all comes down from the top, and the Manager set the tone of inefficiency, lack of customer service and professional behavior!! read more

I typically don't write bad reviews but when customer service is deplorable I half to speak up. Don't get your order wrong at the steak and shake or they treat you like you have a disease. I've never been treated so rude to drive up for someone else's mistake. I was overchargedand never once did they speak to me in making the exchange. I'm probably going to find someplace else to eat every Sunday after church. read more

Cold fries and burgers. Messed up the order in several ways and 20 minute wait in drive through. All that for $15!

A few friends and I were only in to grab a quick snack and enjoy some social time, however we did not know that it was going to take over an hour for our food to be ready. Usually I am very satisfied with the service of Steak and Shake, but tonight was different. After finding out that our order was mixed up( after 45 minutes of waiting) , we simply wanted a refill on our coffee and the waitress that we had snapped at us for asking about it. I am very disappointed with tonight and do not regret not leaving a tip behind. They may be understaffed , but that is no excuse for the poor customer service that we received. I hope they work on that, because happy employees=happy and satisfied customers. read more

Decent food but the milkshake was watery, and it took an insanely long time to get the food out, server never checked in, wouldn't recommend

I came and sat down at stake and shake and waited ten minutes to be seated while the place had plenty of open booths and chairs. Then we sat down and toke our orders. When we finally got our food it was cold. Our waiter was very nice however I couldn't over look the food. read more

Instead of going through the drive through, we decided to go inside for a quick sit down. Since we already knew what we wanted, as soon as the waitress came we ordered. After sitting over 20 minutes, with frustration we noticed others that came in after us already had their food. Having to be somewhere within 10 minutes, we asked for our dinner as a "To Go". Not to our surprise, when we pulled the burgers out of the bag, the order was incorrect. If we come back, I guess we'll go to the drive through. read more

Drive thru is terrible. most always slow. I come through here several times a week bc I love their biscuits. 2nd time in a week that they tell me we don't have biscuits. I just don't understand how you can't keep biscuits ready between 7:30-8:00 in the morning. Food is good. It was better when a manger was running drive thru last week. I think I'm about done coming here. Hardly no cars for inside dining and 3 cars had to pull forward to wait. I'm waiting on one biscuit. read more

I've been to Steak n Shakes all over the South, and they all have slow service at peak times. It's like they don't know how to handle any sort of influx of customers adequately. This Steak N Shake suffers from that affliction too, just like the others. Perhaps as much as the others, perhaps more. But I've never had anyone be rude to me here. Every time I've gone here, the food was great. Every visit I've had here, the staff was nice. The last time I went in was actually just to get a coffee to go, and they didn't even charge me. Should you expect amazing service at a place known for $4 meals? Maybe they're understaffed because their gross revenue is brutally low per customer because they have $4 meals, and they can't afford a huge staff to immediately attend to you as you enter and hold your hands as you pick out your milkshake. Maybe knowing that having a bigger staff on the clock when it's sometimes slow would make the entire business model impossible when the business model is based on a meal that is only $4 on average, including table service. Realistic expectations will help shape a positive experience. The Garlic Double Steakburger is eternally delightful. read more

Ridiculous experience tonight. The drive thru was closed. We waited 40 minutes for a milkshake that was runny as soup when she finally brought it after we reminded her. We never got refills. Food was tasty! They either need more people working at once or something needs to change. The chef was cooking everything all by himself. Tables and floors were so dirty. We felt really bad for the workers, but that's a management issue that needs to be addressed. Very disappointed. read more

This has got to be the worst location I have ever been to. The waitress was so busy chatting it up with a guys that came in that anyone who came on to be seated waited a long time? Some left. Took 20 minutes or longer after ordering to get food. One table asked for a to go box because they had been there so long when their food finally came. A fight was about to break out between two tables due to the flirty waitress. This place is "ghetto" read more

This place can be good when service isn't terrible. I've had to wait 15 minutes just to be acknowledged at the front. After a few more mediocre visits, I had another non-acknowledgment and said never again. The food isn't worth it, trust me. read more

Honestly the worst steak and shake I have ever been to. Quite possibly the worst restaurant I've ever been to. The only saving grace is the food is super cheap and the day crew is "ok" at best. Went thru the drive thru tonight at 10:45 and waited 15 minutes at the box with no answer, proceeded to the window and not a soul in the kitchen, looked like the whole crew decided to say screw work and head out front to their cars and smoke. Never coming back and honestly only made a yelp account to review this awful place. Fire the entire night shift and start with a new crew, it's your only hope as they are consistently terrible. read more

The service is the worst I've ever seen. My friend and I are furious about how long it took to get our meal, let alone get a waiter/waitress. In all it took us 2 hours to get in and out, and we were late for our flight. All in all, the worst restaurant in town. Trrrrraaaasssshhh read more

Worst service ever, went through the drive through last night at 1230 am to see a hand written sign closed 12-7am sorry. Saw the manager in the drive through texting. Asked him when the hours changed. He stated this location and Antioch have changed hours. Came back through the drive through the next night at 1130pm. The dining room was closed. I had to call the store and ask for a manager to get anyone to notice me in the drive through. The manager said they stop taking orders at 1130. It would have been nice for them to tell me this the night before; one of the laziest management teams I've ever come across, the regional needs to do something about this location and fast. read more

This is a hard review for me to write. I love Steak and Shake's food. Their burgers are great and the menu selection beats Five Guys all to pieces. I also love their little, stringy fries and the shakes are divine. They certainly earn a five-star rating when it comes to their food quality and selection. So why only three stars? The service is too hit-or-miss at this location. As some have pointed out in other reviews there are members of the wait staff who are simply incredible at their jobs. A young man named Terry is the best waiter I've seen anywhere - period. He's personable, courteous to a fault, conveys a positive attitude, and is in short, a model employee. If my own business relied on public interaction I would hire him away from Steak n Shake in a heartbeat! There are others there whose names I do not know but fit this description as well. And then there are those who do not. And when they fail to live up to this standard they do so miserably. It's strange to say but I've had some of the best customer service experiences ever in this restaurant and some of the worst. I never know what I'm going to get when I walk through those doors! Our last visit, I was most disappointed with management. My wife, son, and I waited to be seated along with another couple who walked in ahead of us. The restaurant wasn't overly busy at the time and there were plenty of open seats but no host or hostess. After nearly ten minutes the manager, a hefty gentleman with a mustache,returned to the store from somewhere. He walked past us on the way in but said nothing. He went behind the counter to the register and still didn't there were customers waiting to be seated. After a few more minutes, we finally just left and went to Five Guys. It's a shame when the employees have better business sense than the manager. For all I know he had fires to put out (figuratively speaking of course) but that's no excuse for ignoring customers. His lack of recognition prompted a call to corporate. Perhaps he should get his employees to train him in customer service. read more

Took a little while but the food was hot the burgers were good Justin our server was good could be quicker

Absolutely the worst Steak 'n Shake I have ever been to. We were seated right away, but getting service was nearly impossible. After sitting unattended for over 5 minutes, the hostess finally had to pull one of the 3 waitresses over to take care of our table. It was 8pm and there were not may people in there, but for some reason we had an invisible field around us. Once a waitress came over and took our order, the only time we saw her again was when she brought our food out. She did walk by once and asked one person in our party of 5 if he wanted a refill and when he replied yes, she took his cup and walked away. My kids ordered shakes with their meal and they didn't get them with their meals. The waitress said at one point that she was going to check on them, but never returned with them. When we were paying, we asked to have the milkshakes taken off since we never received them and we were told that they were coming right out. Yes, they finally got their shakes, but only after waiting for over 40 minutes for them. The manage was standing right there and heard the whole conversation and didn't seem to care that his staff was not doing their job. What a joke! We will never be back to this location. read more

Jason, a worker at this steak and shake is amazing and I've had him as a waiter on multiple occasions. He never fails to make his customers happy and always makes me laugh! Such a great employee! read more

This place is a typical blast from the past burger joint. The place just looks old school. The only thing that was missing was a girl on skates wearing a poodle skirt!!! I came here with some friends a while back, at about 12:30am. This place was poppin with all kinds of people! We got a table and ordered our food. I got a bacon burger with fries, and a chocolate shake, As we waited for the food, we noticed that the majority of the customers were late night party goers just stopping in for some greasy dinner food to keep them going for round 3! It was pretty fun I must admit. There was drunk people all over, being loud and rowdy. Im not one to enjoy this kind of environment, but it was an experience all never forget! The server was friendly and liked to joke around quite a bit, which made things even more fun. This place is pretty cool. Its nothing that I will find myself craving or frequenting. If your in the area late at night and need some sober up food... THIS IS YOUR PIT STOP! read more

Don't go here! Dirty, poorly managed. took one hour to get a salad. Go somewhere else. Hope I don't get sick from my meal.

Worst Steak N' Shake I've ever been to. Tonight alone I waited 37 minutes in the drive-thru to order. I was given an uncooked grilled cheese (raw bread and 2 pieces of cheese). I handed it back and said no, this isn't cooked. They pulled me forward and I waited not 2 minutes and the manager brought it out. I get home and it was MICROWAVED!!! The cheese is rock hard and the bread is all gross. I absolutely love Steak an' Shake and it's my "cheat meal" when I cheat and this store alone has killed it for me. I've been served raw burgers from here too. I think this is a management issue for sure. read more