Usually a consistently bad restaurant has poor management. This location is clearly no exception. Did you know that it doesn't take 20-30 minutes to place your order and get your food at every steak n shake? If you have only been to this one, I wanted to remind you that they aren't all this poorly managed. My kids made me take them two times recently and never again. The first time the drive through line was not moving (poor management) so we went inside. 30 minutes of our lives waiting in that dirty restaurant. The servers are nice, but the systems and leadership at this location are non existent. A lot of nice waiters and waitresses and staff standing around apologizing for slow food prep. I gave in a second time as only one 1 in front of me in drive through. It was time for redemption. NOPE. Mic is bad and kid on other end is poorly trained. 7 minutes to get the order correct. I was nervous after waiting another 8 minutes for the food it would be messed up. We counted everything and it was there. We did have to send the shake back to be fixed as it was missing whipped topping. never mind that it came back with the dreaded cherry we stressed we did not like. Close enough. Well, guess what, 5 min down the road, my son notices no cheese on his cheeseburger...they got me. So I reach for the receipt to help me lament how poorly managed a place can be when they cant read an order and get it in the bag, when i realize-no receipt and no credit card! He forgot to give it back and I was too distracted by all the mistakes in the order to notice. 20 minutes away now, and on my way to a meeting, I call to get them to mail me the card. Alas, what do I find, they have no policy for checking food in your bag, but they do have a policy, they apparently use a lot, NO MAILING CREDIT CARDS. The manager, who was rude and "too busy to talk.". Lectured me on how to cancel my card by calling the cc company. While I appreciated this Millennial Management Moment, I asked her to use her prerogative to just mail me the darn card. Sorry, policy is policy and she was not giving in. I was lectured again about the sanctity of the general manager's time off and how she could not interrupt him on the weekend to get an exception to the no cc mailing rule. So I am now happily waiting for her to check with him on Monday. I wait with baited breath for this monumental ruling of his, but I fully expect I wont hear from them until I drive by, go inside this filthy establishment and retrieve my card. Do you think it will actually be there or will it be locked up in the safe that only the person that is not there has, or it goes missing? read more

Don't go here worst ever. They microwave their burgers, and cooks not wearing hear nets. Just went through there, burger is horrible and manager is a asshole. read more

My rating is based on the drive thru attendant as she was AWESOME but the food was a negative ZERO as it was TERRIBLE!! ....The drive thru attendant was like a blast from the past. She acknowledge me immediately, even though she had to ask me to wait for a moment...which was not long at all. Once I said I wanted a #17 ( on the under $4.00 menu....triple steakburger with french fries) she asked what I would like on the steakburger. I added cheese but stated I wanted just one(1) piece of cheese even though it was on a 3 pieces of meat. She not only listened but repeated my order back perfectly. I had to wait about 9 minutes with only 1 car in front of me at window which I took it as they were cooking each order (never mind waiting for hot fresh food) as the restuarant it's self was NOT busy at all. Once I got to the window the attendant looked nice and was so refreshingly together that she also appeared to be a blast from the past. Smiling face, spoke properly, nice and actually appeared to be happy and caring. She was amazingly able to count back change and asked if I needed anything like ketchup. I said no to the ketchup but did ask for some salt and extra napkins. Amazingly again she not only got the things I requested and placed them in the bag nicely then handed me my order with a smile on her face. She thanked me and wished me a good night. WOW !!! Sadly now days, this is a rare event. As I said in the beginning it was like a blast.... as with such wonderful service I guess I slipped into a dream world as I was expecting food just as good as the service....WRONG - COLD french fries, and the burger was very greasy not juicy and cheese galore...I ended up taking apart the burger due so much cheese ( I like cheese but not a lot of it) I took a knife trying to remove the cheese... and found there was a lot more cheese than burger.... a triple steakburger is only 1/3 lb. I found one solid piece meat of which was older as it had crunchy edges than the pieces of the remaining which when put together was NOT as much meat as the solid one piece of older meat....so instead of triple meat I had maybe 1 1/2 to 1 3/4 pieces of meat total....with cheese as a filler. I will give credit that what I had asked for on the burger was correct, even the extra lettuce. ( Which appeared to be romaine instead of iceberg - I admit I am strange but I love iceberg lettuce and do NOT like romaine lettuce) The rating is high but the drive thru attendant was awesome and sadly now days having someone like her is rare. She should become a waitress as with her attitude she would make a lot of money....seriously even with the bad food her job performance/attitude I would give her a GREAT tip!! I did try to call to complain about the food but had plan to make sure to give credit to the drive thru attendant....the phone rang 4 times then someone picked up the phone and slowly hung it up. So food rating -0 but service was 5+. read more

Service is horrible. Full restaurant and one server. Plenty of others standing around doing nothing but not helping. Getting your food takes forever! read more

We are in a big group and they are trying their hardest to get us seated and fed. Taking a long time.

I sat at the speaker for 18mins, when I said what the hell, they "lady" on the other end said If you're going to be like that you can just drive away!!!! Really? I go to this location 3 or more times a week and have never been treated like this. I was there at 1:18am on April 21st. Good luck with this location because I will not be back and will tell all my friends not to go here! read more

Love Steak 'n Shake but can't take the poor service anymore. The service is always extremely slow. I've never experienced such consistently poor service anywhere else. The last straw was sitting in the drive through for 15-20 after placing order with zero activity at the window. We ended up leaving without the food and went somewhere else. Others did as well. I am boycotting Steak 'n Shake from now on. read more

Had a salad there...paid for a large salad and received a small side salad. When I commented that it was small, the waiter laughed. I yelped. Stick to the burgers and prepare mentally for the smart ass's working there. read more

Okay so I have always been testy with coming to this Steak 'n Shake because it lies. You have a sign bright and shiny on your front window that says 24 hours! And yet your hours sign states that your only open until midnight every day...I was here two days ago around 3am and you were open!? And now around 4:02am there are two cars in the parking lot most likely where the employees park and your closed!? What the hell are y'all trying to do!? Y'all need to make your minds up! A few years ago this place was popping at all hours of the night and now it's just a "maybe we feel like being open!?" read more

Steak N Shake provided good food and a great waitress for me and my friends. Sadly, Steak N Shake was very understaffed and it took us over an hour just to get our food and eat. It took 20 over minutes to get our drinks order. But you can't beat the personality of the restaurant and the staff is always enjoyable. The good news is I saw a sign outside saying that they were hiring maybe they will get their problem fixed. Good food and good prices. Maybe try it out when there are less people can't beat it. read more

Worst and slowest service ever. Nothing else can be said bad service and bad service slow. If you can't operate a business properly just close. read more

If you want to know how not to run a fast food establishment this is the place to watch. Service is absolutely pathetic and slow. Waiting nearly 25 minutes for a shake to appear is absolute incompetence. With the name of the establishment, I was under the impression that a chocolate shake was not a special order. The burgers are also pretty disgusting read more

They claim to be open 24 hours everyday but this is not the case. Half the time if you go there after midnight they completely ignore the drive thru. It's like this place is managed by oblivious teenagers. read more

This location has the worst service I have ever received! I have had an issue on multiple visits but this is the first that I have talked to management. That is when I realized the issue is with the management itself and will not be returning. read more

Burger was great! The drive threw takes awhile and the drive threw lady had a bit of an atitude when I asked for mayo.

If the wait at the drive through is going to be 20+ minutes, get rid of the drive through. Ridiculous.

Sunday. 10:45a. Took 10 minutes to get seated finally were seated 10min before got drinks. Tookn35 minutes from time order stamped till we got food. Had 2 wait persons. Tables not cleared. Manager was on grill. Stood for long time "be fore saw us". Hollered at wait person to check us out. This the store in Franklin,tn. Needs new management read more

The food is very good and the shakes are some of the best in the area however it is very slow and the employees are nice but seem unfocused and untrained. read more

I have wanted this place to be good. I've made several trips thinking to myself..okay, this time is going to be better. They were just having a bad day the last time I was here. Well, I was there on 12/2017 and the situation had gotten even worse! There were only 2 servers trying to accommodate a lot of people (between 9-11PM). There was nobody serving as a hostess (The sign said "Wait to be seated"). We waited at that point for at least 15 minutes. Nobody was hired to clear tables so that meant the servers had to do that, too. The floor was dirty and paper that had not been picked up (I guess that was supposed to be the servers job). it took almost 15-20 minutes to get our orders in and another 30 before our mean was brought to the table - COLD! They re-did my hamburger but not the baked beans. I didn't reorder the beans because that would have taken another 30 minutes. While sitting there we watched at least 4 tables of people come and leave because they weren't even acknowledged. Nobody was a designated cashier so the servers were doing that, too. I don't know if the "manager" on duty just didn't care if the place was going to hell all around her or maybe she had been hired with NO managerial experience. It's obvious to me that corporate headquarters hasn't paid any attention to this location either or it wouldn't have been this way for so long. This would be an ideal location for the tv show, "Undercover Boss" to come in. It doesn't matter to me what the answer to these questions are because I have now officially marked this eating establishment off my places to eat. Good-bye, Steak N Shake. read more

Went there today after the reneisance festival. We had 7 people so I totally understand having to wait for a table to open. .we waited 20 minutes. . Then the fun began. .there were 3 waitresses working. ..it was busy but not slammed by any means. .there were several tables empty.. we got our drinks..she took our orders..NO SHAKES AVAILABLE! REALLY?? Isn't this a steak and shake? Ok fine. ..but they do have ice cream so what's the deal..waitress says..I dont make the rules. ..ok..so..we order. .we wait. .our glasses are dry ..so are the next tables..while the waitress .. Brittany B..is grab assing with her friends for 10 minutes at another table. .she finally comes over and asked if we would like refills..thank you. ..she messes them up and brings diet..I say. .miss..this is diet..she snatches it...rolls her eyes and brings a new one. ..no sorry no nothing. .we get our order..I HATE onions and had ordered my burger plain...and yes I know the waitress sprees not cook the food. .as soon as the other waitress put it down in front of me ..loaded with onions. .I said. .oh hell no. .I ordered this plain...she took it back. .the first waitress came over and asked what the problem was. .I said my burger had onions on it when I ordered it plain. .she again rolled her eyes. .this rim I don't know if it was at me or if it was because the kitchen screwed up... but either way. ..I did finally get my burger right..I left a 5% tip to her. .however. .there was this little man there cleaning up the whole time we were there. .he worked his butt off.. before we left I took him over a big tip just for him. .he probably never gets tipped..and he works very hard and is always smiling. .. read more

Seriously terrible. Worst experience I've ever had. I ordered online, food still took thirty minutes after my appointed time. They have yet to get a single order right. read more

They're not open 24 Hours, update your website, please. It's not difficult. Don't resort to a paper sign taped over the drive through, it makes the restaurant seem like less than it really is. It's also not good for business, I'll be taking mine elsewhere. read more

Worst drive-thru ever! The only thing you can count on is that you will have to wait a long time (30-60 minutes in some cases) and your order will most likely be incorrect, requiring you to park and go in anyway. Then be prepared for an attitude and no apology when you go in to tell them your order is wrong - like it's your fault they messed up! This location has the worst service of any Steak N' Shake I have ever been to. read more

While the food was good as usual, the fact that they appear to be horribly understaffed made me realize we will never go back to this location. When finally seated and menus just thrown down on the table, we waited and waited for anyone to notice us. The woman that finally came to the table never once apologized for our long wait, just kind of laughed and asked if we were ready to order. If we had been told when seated that they were a little short staffed and it might take extra time, I wouldn't have been so irritated. No one seemed to care in the slightest what was going on. Whoever runs that location needs to realize that having 3 people waiting on the entire restaurant on a Saturday night just might not work. Oh and when only 1 of the three seem to actually be trying to work hard you have another problem. Later last night I warned a group of about 20 to not go there because of the service. That's a very large sale they lost and I will continue to steer others way away. read more

Worst restaurant experience EVER! Went after a softball tournament with a group of 17, they didn't want to seat us told us to go through the drive thru. We sat ourselves instead because the girls were starving and not much open. The manger lady was hateful along with one male server who refused to serve us. They made a young girl do it who we told if she took care of us we promised to take care of her. She was sweet and did just that. Food was ok, but the restaurant was filthy, that on top of the way we were treated was so uncalled for and we will NEVER be back. I am not sure how this restaurant stays open to be completely honest. read more

Placed an online order at 10:30 to be ready for pick up at 12. Arrived at 11:45 and didn't leave until 12:50. Food came out 20 minutes before my milkshakes. Food was practically as cold as the milkshakes by the time I got to eat it. Management was apologetic but never offered to comp my meal. Staff kept coming out after giving me my burgers and telling me "the milkshakes are coming" until I told one of them not to come back without them. Very dissatisfied. In the time I stood waiting, I watched the girl at the register mess up and over charge 7 people. Poorly run due to poor management and expectations. WOULD NOT recommend going here. read more

The past 4 times here the service has been extremely slow. The chilli had to of been a month old by the way it looked and the crackers were stale. This trip however there was one woman working that was busting her butt. read more

Steak 'n Shake? More like steak and terrible service. No milkshakes were available but if you wanted terrible service, well, you had it. Allow me to set the scene: My homies and I roll in around 2:30am just really craving some shakes. We walk in, see the sign that reads "please wait to be seated". So we wait patiently. For 15 minutes. But patience only goes so far. So we grab the menus ourselves and sit down at one of the few tables that isn't covered in trash and dirty dishes. There is 1 cook and 1 waitress, and only two tables other than the one with me and my squad. The 2 employees were in no hurry or rush, and the waitress takes a good 30 minutes to even come take our orders. This is where it gets bad. She asks what we want, and the first of us orders a shake. She informs us that the milkshake machine isn't working. This is information that would have been nice to know before we wasted 45 minutes of waiting. Annoyed, we order 3 plates of fries. The fries take a good 20 minutes and they were cold and honestly just really crappy tasting. We paid for our food (which took another 10 mins, we almost just walked out) and left. Oh, and right after we left, both the cook and the waitress go outside and start SMOKING in the parking lot...while they are still open and customers are inside! Needless to say, it wasn't a good experience. read more

Now the one and only usual server alisha (sp?) Keeps ignoring us intentionally when we have never been a problem. I hate that there's not many options for late night dinners when I get off at 11pm. read more

Perhaps the ONLY saving grace for this place is that they sell good milk shakes. But this has got to be the most poorly run, uncoordinated, borderline-hostile establishment I've ever eaten at. It's really unfortunate that they are the only place regularly open 24/7 besides waffle house, but the customer service has been slow, and and with a bad attitude for over 5 years. I gave them plenty of chances over the years, always telling myself that it must have just been an off night for them. But now in working the late late shift, I had to go to them on a number of occasions just because they were the only place open when I was awake. They were consistently rude, always stressed out, complaining about the number of customers loudly IN FRONT of customers, and if I dared go to the drive through, half the time they would ask me to wait 10 minutes before even making my order, and the other half they wouldn't ask me. They just wouldn't say anything for at least ten minutes, so you're left wondering if they even know you pulled up, or if you should honk, or if that would be rude, or whatever. It's like, why would you have a 24/7 drive through, but you're trying to man the drive through window with people who are waiting tables at the same time? Why? Why not make that a separate position? And if it IS a separate position, why is it ALWAYS unfilled? My brother and I sat in the drive through line for over half an hour last night, 15 minutes of it sitting directly in front of the speaker, and we never heard one word from them. That is to say, we saw several people who worked there walk out the back door, see us, and then walk back in, so our presence was no mystery. But after we finally left from frustration, we drove to McDonalds, who's open all night on weekends only, and they were running the drive through window with one person only, and one cook. We placed our order in 4 minutes, and were eating it in 8. We made sure to time it because we wanted the comparison. Anyway, where was I going with this...? Steak N Shake sucks. This one in particular does, anyway. read more

I had the best waiter ever and his name is Jason. Super friendly and it also doesn't hurt that he's extremely hot with a sexy smile too ;) ;) read more

Waited a full 20 minutes in the drive-thru behind a single vehicle that could have been pulled out of the way to expedite other customers. The drive-thru attendant, though pleasant enough, did not apologize for my lengthy wait. My food, when I received it, was cold, wrong, and without napkins. NOT how I wanted to spend nearly half my lunch hour! They may say they're "good food prepared fast" but that's marketing BS, they're fast food... the operative word in either case is FAST, and this was FAIL FAIL FAIL. read more

I have to say I have been to this location many times and most of the time it took a while for anyone to come and greet and seat me. Also the cooking times have been slow. I have not written a review about this location but now I am. When I went the other day, they were again slow to greet and seat me, it seems that the servers and the managers just look the other way and it takes them a while to acknowledge you. Once seated we ordered shakes, then burgers. The burgers came out and I asked where the shakes were and was told that because their were cars at the drive thru it would be a longer wait on the shakes. We ate our burgers and were almost done and I asked the server again about the shakes and she said they should be coming soon, I asked if before we were through with our meal and she said she was not sure. I told her that if they came after our meal we did not want them. I had one bite to go, the other in my party was finished and the shakes came. We did not drink them as we had to leave. I went up and complained about the shakes and asked for the manager. The cashier went to the General Manager and told her I wanted to talk to her TWICE and she never came. There was also an Asst Manager that could of come but she did not. I wanted 10 minutes and then I left. I had to pay full price for two shakes that were not drunk. read more

My husband and I ate at Caruthers at2:30 and by 8:00 we were both very sick, me worse than him, and sick even today. We use to eat there alot this time was worse than last. Far from understaffed, but our waitress was very good. Said she had been there for over 2 years. I think the health department needs to do a good once over. My milkshake was horrible and that is what we mainly we t for. So disappointed, thought it was getting better, and cleaner! got to improve alto for us Togo back. This is so bad because of the hospital and drs offices so close we need a goo close place. read more

It's a shame how much downhill this place has gone. I remember coming here as a kid (yes this exact location!!!) and loving it. Now that i look back, I realize how horrible the service is. Every time i have come here within the past 3 years or so except for one time has been rough. Not to mention one time I came with my friends around 10:30 pm (there were about 2 customers there) and a server said they would be right with me. I waited 20 minutes then left, not being seated. And the last time I came here my server kept complaining about her shift. I mean, I work in a restaurant so I know plenty about service. read more

Yet again what a waste of time and money. They stole my money I called 11 times yes 11. No one would answer or help me after the 38 dollar food order was so wrong a fat girl could have come tweedted the eayyyy read more

First I will say the hamburger was good and warm. Now that the positive information has been posted here comes the negative. Took 15 minutes to be seated because the servers were busy in one corner talking. Didn't even great us. Only one table "clean" about 6 table dirty that need to be cleared but all the servers were in the corner talking. When the food came out the hamburger was good but the fries were cold. Asked the server for some mayo and never saw her again. Again, all the servers were in a corner complaint about work and life in general. No refill of water or tea. Was telling the lady that FINALLY came to check us about about what was going on and one of the servers came up to her and started to complain about something. Sorry, I cut him off telling him that he should never do his complaining in front of a customer and interrupt. He had the nerve to tell me "ma'am I got off at 4:00". If he got off at 4 than why was he behind the counter complaining when I was trying to pay my bill and bring issues to the cashiers attention?? No one offered to get the manager. Hopefully the servers figured out if they had to make their own milkshakes and who is responsible for cleaning the tables. Worst service ever. read more

steak and shake has great shakes great meal for kids or adults but has to be on a good day because it is so good the wait is unbearable i have been there a few times when it was no wait but lately it is busy alot because of winet read more

waited in line for over 30 minutes, poor service manager was not concerned about any of the problems taking place at that time and did not care. read more

imagine putting your testicles in a Pennie press and multiply the pain 8, that was how excruciating this experience was when I visited steak n shake today. all I wanted was a double cheeseburger fries and a chocolate shake but what I got instead was a front row seat to the dark truth of the fast food industry. first of all we waited in line for about 20 minutes, but that was just the tip of the shit. The manager was handling the money, scratching his ass, and cooking our food without gloves. He would put his un-gloved hand in the trashcan while touching the dirty bag. In the midst of our shock and awe at this disgusting health code violation a woman walked in demanding her money back for what I can only imagine was a similar experience. The manager refused to give a refund. We got our shakes which were sub-par and oddly chunky. We decided to leave without our meals and scared for our lives. In conclusion, one of America's favorite past times, eating, has been disrespected by this sad and unnerving experience. (one star because it's required by the app.) read more