Decided to stop at 1 of 2 local Danville, Il. Steak-n-Shake locations this evening for a relatively quick grab and go supper.
I understand it is a Holiday but, we sat for over an hour for the drive thru because the dining room was overly packed. We placed an order for 2 meals, had to repeat each 3 times, then sat waiting again for another 15 minutes, before getting to the pick up window. I asked to confirm our order again because we had so much trouble getting it placed in the first place. The order was still wrong, we got it corrected, or so we thought.
The correction caused a 3 dollar increase over our originally told total. Understandable here since the order was wrong to begin with. We finally get our order, we look it over to quickly confirm we had everything. 2 sandwiches, 2 fries, 2 cheeses, and 2 drinks.
Got it. Only to get home and Not have the correct sandwiches, the cheese was spicy (nacho), and the fries weren't even cooked through they were still mushy. Now after this review I will say we frequent BOTH of our local restaurants often and have had EXCELLENT FOOD, SERVICE, and Customer Care. Today...today was NOT one of those days.
And listening to others around today we aren't the only ones with issues. To say the least we are incredibly disappointed.
We did try contacting the manager on duty only to be disconnected shortly after being put on hold. Again, it IS a Holiday, and they are completely swamped, we'll try contacting the on duty manager tomorrow as well, hoping for a calmer period of time.
Product or Service Mentioned: Steak N Shake Manager.
Reason of review: Order processing issue.