Steak 'n Shake

I've been waiting for this survey to pop up so I could provide you feedback on the TERRIBLE experience we had on 11/26 at 4:48am. First off, I will say the man working the drive thru was very polite. With that said, I hope it was his first week working otherwise there's an issue with the staff working that night. We placed our order at the drive thru. I ordered a #18 with a Nutella shake and requested cheese sauce on side. There was an additional 3 other shakes we ordered and 3 other sandwiches. We waited in the drive thru for nearly 20 minutes. Our food came out quick but we had to wait while our shakes were being made. Before I forget when I pulled around to the window the drive thru was TRASHED! There was even a coat hanger hanging on the bush next to the drive thru. So while we waited on our shakes to be made our food sat getting cold. After waiting forever we finally got our shakes and went home to eat. I was very upset when I got my food out. My fries were not only cold they were small and hard as a rock. It appeared to me that I was served fries that had been sitting in the fryer all night. I did not get the side of cheese I requested. My burger was disgusting and smashed down. Terrible service. For the price we paid and the time we waited we couldn't even get warm fresh food. Lastly, the Nutella shake I ordered was not a Nutella shake. It was a chocolate shake. I've ordered the Nutella shake before and I know the difference between that and a chocolate shake. That was the biggest disappointment to me for that trip. We paid $17.25 for our order for cold food that I didn't get to enjoy. And I took pictures of the food, so should you be so inclined to contact me I can provide you with these photos. The order number was 533262. Hopefully this feedback will assist your staff in bettering customer experience.

Waited 20 minutes for 2 milkshakes