they never answer the phone if I order food and have an issue and I came in one night with friends at 11:30 and they told us we could not recieve food because there were to many of us(6) read more

We always go to the Steak N Shake in Kennesaw but this time we decided to try this one out since we were in Hiram. The food was good but the service, wait time, and servers are a different story. They were packed which can justify why the wait time was long but once we were seated the server took forever and it seemed like it took forever for everything else like refills! Ugh! I hate that because I love this place! Well...guess I'll be going back to Kennesaw. read more

I remember going to different steak & shakes & their food was always good. The 1st time I came to this location with my family to grab a bite & shakes. Well, Want to dine in? Don't! Customer service is horrible. No one wants to seat you, just stares. So if you want any service use the drive thur, maybe someone will serve u! read more

If you walk inside to eat, make sure you leave the day before you actually want to eat. That's how SLOW the service is. It makes the entire experience unbearable. I've left without being served waiting for so long. But we wanted their food so we drove to the Acworth store. We were probably served there faster than if we had sat another half hour waiting on our shakes. And it's not just catching them on a bad day. We were in there once before for breakfast and they took so long bringing our pancakes that breakfast ended. I will never go here again since they can't take care of their customers. They just ignore them and let them sit forever waiting for food. read more

Worst service ever in a fast food restaurant...i was there last night with 2 of my friends and the service was so slow the server look like he need some training really bad i may comeback in a few years ! read more

The food is always good and hot but it is very difficult to get in to eat during the weekend. Plus they don't serve breakfast until 2am. That's why I gave it 3 stars read more

Once again horrible experience. Was charged twice for two hamburgers fries and a drink to total $25.34 without a tip for bad service. Would not recommend this place at all! Their management just stand and watch instead of helping out. Last experience we waited 25 minutes or longer just to get drinks and got up to leave and the waitress brought our food over as we were leaving and still no drinks and we asked multiple times. Where in the world does this place get their management and training teams?! The management and staff needs to be replaced or this place needs to be shut down! If you call this number they never answer or just hangs up. Calling corporate doesn't seem to do anything to fix or prevent the issues that happen at this location. I will only be stepping in this location to make sure I get a refund on the double charge and that's it. I have never experienced such bad service from place in my life. It's worth driving to the Cumberland location or going to the Rome or Acworth location. Only giving 1 star because it won't let you post with no stars read more

Worst place to eat!!! Waited over 45 mins before getting our food and it wasn't even busy! It took even longer before our milkshake to come even though we ordered it with our meal. Also, the waitresses acted like they didn't care nor the manager. It's like this EVERY TIME we come here! read more

I love steak and shake but this location is beyond slow. Need to talk to staff on speeding up a little

This location has the most consistent service I've ever endured! Every time we go it's the same thing...Nobody acknowledges you when you arrive, the service is slow, the staff is rude, the manager is hiding and the employees don't care. slowest moving cooks I've ever seen, they couldn't move slower if you put 100lbs of weight on their shoulders. Not sure if the cooks always wear their gloves, saw one today putting the over buttered bread on the grill without gloves! Employees complain about how busy they are, here's a news flash...we don't care! It starts with the management and obviously this location's management team is just plain awful! read more

Unfortunately I jave to give this place a Star... i wouldn't even think of putting a star on here! This place is AWFUL!!! We were served rotten lemons in our tea and then again after we told them the lemons were rotten, this time to my son. When we were served our food we were served hard as rock fried... you could throw them at a window and probably break it! Not only that, it was on EVERY plate!!!! I asked for DOUBLE lettuce and tomatoe and was served NONE. My mother n law asked for extra ranch for her salad along with my lettuce and tomato and the server proceeded to take other peoples order before fulfilling our needs. We asked to speak to Lyndsey, the Manager and she was basically useless... and our server Alexis was "unaware" of everything. This was store 652 on Jimmy Smith Pkway... dont come here!!! Unreal how bad this was... and instead of taking off all our food she took of $10. We will not come here ever again! read more

This place is not one of the better Steak and Shake's. Service-slow, getting the order out all at the same time-not. I went there once drive through, ordered 3 shakes 3 double cheeseburgers, shakes had the whip cream melted by the time i got home, the burgers were cold, so i went on their web page filed complaint cause this was the second time this happened. got a call from district mgr, explained what happened, she apologized and said they are working on getting that store straightened out, sent three coupons for free shakes and free double steakburgers. I waited 3 months before going back. went inside @ the bar, ordered 1 steakburger and one shake, gave waitress the coupon, waited 5 minutes, out came the shake. 10 minutes later comes the double steakburger. waited 5 minutes more for the manager to come out of his hole to approve the coupons, then left, got home the burger was bearable, however the shake whip cream was melted again. Not going back and will let all my friends know to steer away from the steak and shake in Hiram, GA. when today 30 minutes ago i live close so its not like its was a long drive home. read more

The waiter was nice but the food took forever to come and they were understaff. Also, I was given a dirty plate. The plate was covered in old dried mustard, and I had no mustard in my order. If I could give this restaurant negative stars I would. This location always seems to disappoint. read more

Gluten allergy ...."so you want the caramel pretzel milkshake" NO....repeated twice NOT the Pretzel milkshake ....and after taking one bite I got a mouth full of PRETZELS..this will make me sick for days due to the allergy...had to send the Unsweet tea back as it was sweet....glad I don't have the kind of allergy that causes me to pass out from this, like a peanut ..... read more

I just had the misfortune of eating here. The whole restaurant was on the verge of imploding due to lack of effective management. The servers, kitchen staff, and manager were actively arguing. Half of the restaurant tables were dirty and the staff was arguing over who should clean them. The food took just under an hour to get. I never received silverware and had to get up and get my own napkins. Avoid this place at all costs. read more

After my experience last night, I will not be returning to any Steak 'n Shake. I was with a group of about 12 and as soon as we walked in, the waitress began rolling her eyes and muttering under her breath because she didn't want to have to serve such a large group. It was about 9 o'clock at night so that was understandable. It took 20 minutes for our drink orders to be taken, and another 20 before our drinks arrived. The worst happened after that. Our table began having a discussion about the new captain America movie. The manager stood up and began screaming at us across the entire restaurant. She was screaming at us to be quiet and telling us that no one cared what we had to say and that we were ruining others' meals. It embarrassed us extremely and after that the mood was ruined. We just all wanted to go home after that. Corporate is not responding to our complaints. read more

food is good there, but service is terrible. I guess they are trained to make people wait. We went there Friday @ 3 o'clock stood there to be seated, they were not busy with customers at the time . but all the tables were dirty and not cleaned off from previous customers. the girl that was going to seat us saw there was no clean tables , so she walked away and went somewhere else we finally walked out. We would eat there regular with friends but most of the time the service is so bad we just leave. I truly believe if they would get decent help their business would double. read more

Like most other posts here, food good/service bad. Horrible, even. Waited 30 mins for the food and when almost finished eating...the shakes showed up. Although the manager did make up for it, she shouldn't have to. read more

Takes forever to get shakes even in the drive through. Then they are all made sloppy and sticky and runny. The food is great but its just not worth it anymore. read more

Horrible service! Waited almost 25 minutes for milk shakes! Ridiculous! Waitress doesn't know what she's doing! Placed incorrect order! Never again will we go there! read more

Moved here 2 yrs ago tried the Steak and Shake was not impressed with service or food. Time has passed I thought surely by now they've had to improve. It took 5 mins to get seated, the place was not full, was seated the server wanted to take our drink and food order right away. Ok placed it right then, no napkins, no utensils given ok maybe with food they'll bring it. finally after 10 mins drinks arrive, still no napkins or utensils. Then someone else bring the food 15 mins later, fries are cold looks like they've been sitting a while, food luke warm, chili cheese fries had lots of cheese a table spoon of chili and not hot at all, the ft long wasn't it was a reg hot dog oh and they are the same price. We were hungry and hate the hot dog and burgers a few fries, no refills on drinks after asking twice. The girls doing check out took off 2 drinks and 1 fry, geez thanks....won't be back. This service is lack of training and lack of help. read more

5/25/15 @3:17pm. I visited Hiram GA location. When I tell you I am a Steak and Shake fan.. but not anymore! My stomach is turned for life. The Hiram Location is not clean and there attitudes especially management is terrible. The customer service here sucks! Not Professional at all. There was hair in my shake and the General Mgr Nancy McElhenny didn't even apologize and the other Manager just made a excuse that how does she know when I got half way down the street that I didn't put that in the middle of my cup.. Who in there right mind would even go thru that kinda of trouble. All I requested was my money back from the 2 shakes. They wouldn't even give me a refund. Considering all I spent was half off for 2 shakes bc I came BETWEEN HOURS 2 to 5.. but if all I requested was refund why not give that instead you make a big deal and give me attitude. I have reported this to Corportate Office and got my reference #. Hopefully they don't overlook this type of treatment and let it go. Customer satisfaction is always what you aim to give . When your wrong you take ownership not make the situation worse. I asked for her district mgrs. name and number she told ME ill get your name off your badge and give it to them. She accused me of given her attitude when clearly I would be upset for drinking down some hair and God knows what else I swallowed. Sometimes a simple im sorry mamm, I deeply apologize what would you like me to do? Or how can I make this better goes a long way! bc this wasn't handled properly I am furious on how I was treated bc I didn't come in acting crazy nor did I make a seen in the restaurant like I see some people do when something goes wrong. I am a General Mgr myself and I know how to act and behave. I advise Steak and Shake to get better not just with food but with who they hire. I will NEVER EAT or DRINK anything from Hiram Steak and Shake EVER again!!!!!!!!!!!! read more

Service is always horrible! Restaurant is dirty. The general manager, Nancy McKellan is very rude. Today, my family had to wait about 10 minutes to be asked for our drink order. We were reassured twice that our server would be coming. When I asked Ms. McKellan where our server was, she had an attitude and told us she would be right with us. We had to stop another server to ask if he would take our order. After another long wait, our assigned server showed up and assured us our food would be coming up in about ten minutes. When asked to speak to manager, Ms. McKellan assured us food was being plated. Well the food in the window was for another table that was sat after us. Upon speaking to Ms. McKellan again about how unpleasant this visit was, she had the nerve to ask what would you like me to do about it? Excuse me? I don't get paid to solve her problems because she doesn't know how to operate her business. When I asked her what does she normally do to help irate customers she said they get a free shake. She was never apologetic just made excuses for poor service. read more