Steak ‘n Shake

Poor waitress, I feel bad for her. Gave her a fair tip in spite of the service because she was running the ENTIRE PLACE SEEMINGLY BY HERSELF. Took a while to get seated, even longer to order, then just as long to get a semi-​complete order. Saw multiple parties come in and then leave in disappointment after no service. Mgt is failing here.

Literally the absolute worst. The drive thru is a joke and will take as long as sitting inside. Half of the time they don’t even take your order. Inside is a WRECK. Employees audibly argue with one another. I don’t know if no one is assigned sections or what but you’ll sit for 20 mins with no waiter then suddenly two try to take your order. The tall female who is always there tries to cover everyone from what I’ve noticed, but she’s the same one who screams at employees and belittles the kitchen staff. You pay for an incorrect order and a show of how NOT to treat your staff. I don’t know how this location is open. I was told that the original manager left to work for the one in Mount Juliet so maybe I’ll drive there from now on. This one needs to be shut down or on a restaurant nightmare TV show. I don’t think they have any management whatsoever, and the staff needs a complete overhaul. Did I mention the bathroom was covered in feces last time I went? I wish I was exaggerating. Drive to another location.

The waitress that sat us left after doing so then we were promptly ignored for over five minutes. The new waitress took our order and our food arrived after a much longer period than I have EVER experienced at any Steak n Shake. The cottage cheese we got tasted liked pickles and the waitress did nothing about it. They also didnt have a single cup of cheese. I waited in line at the counter for over five minutes and then had a very grumpy and uncaring employee ring me up. He also could not make change for the child in front of me. It was overall an extremely terrible Steak n Shake experience.

I’m so tired of the terrible service at this particular Steak ‘n Shake. It’s really a shame. They are always understaffed and overwhelmed. Never a manager in site, and tonight when my salad and burger came out wrong, I asked my server about it and she was terribly rude. She told me its graduation and none of the cooks would come to work and they guy cooking is training so if something is wrong basically deal with it. And then she continued saying that it’s dinner hour, as if to suggest if I want better service don’t come during normal dinner hour. I give up on it and will drive all the way to mt Juliet the next time I want a burger.

Every time I go to drive thru is an eternal wait. Not on occasion… every single time.
And the fries taste 3 days old.

Have had annoying problems in the past, but not annoying enough to leave a review since so many other reviewers nailed it on the head. Tonight’s experience was unbelievable. Person taking my order (when he finally got around to taking it) in the drive-​thru was extremely rude, in addition to a filthy uniform that made me weary of him touching food. Acted like he hated his job and made it known while taking my order and while I was paying. Basically, How dare I go and order food?!? I was such an inconvenience! On top of that awesome customer service experience, the order was not taken correctly so food given was wrong, and the taste was weird. Not the type of food SNS is known for! The person who gave me my food (had been working the grill I think?) was extremely nice and professional. Other guy should not work in a customer service job!

The worst restaurant in Hermitage. Went to get a shake at 2 a.m. with a friend. Not one person was inside eating. We waited 5 – 7 mins at the drive thru order screen. Pulled up to the window and waited 10 – 15 mins to pay. The whole time not once did the worked come to the window and greet us or take the money. I sat up to look inside the window over where the shakes are made (I worked here in 2012) and there was nobody over there. I got sick of waiting and left. Pulled around the front to see if they were busy and I didn’t see a single person. This place has always sucked. Came here one time with my boyfriend and we had to seat ourselves because servers just continued to walk by and not seat us. We waited over 20 mins for water and the server never came to get our food order. We left (still without receiving waters) and went to Zaxbys. Where their employees actually care about customer service.

Worst Steak n Shake ever. Tried to order a shake but none of the shakes were available until after the meal! And while ordering my meal, there were two things on the menu that weren’t available. No refills. Terrible service. And super slow service.

Food was fine. Fries are so skinny. Takes forever to get a shake. Server friendly, but seem lazy.. Dirty tables, slow day. Seen Mgr end up cleaning tables. You will wait at least 5 minutes, maybe 10 for a shake when there is no customers. Servers had to wait at least 6 minutes fir a bowl of chili, cooks just ignored. Great shake, but not worth the wait. I’ll stick to sonic for shakes. Very sad… It’s as though the workers could care less.

Location is generally slow. Over night it can be ok, or a nightmare pending who is working. They often get orders wrong, charge you for *everything* (literally wanted to change from pepperjack cheese to cheddar) and was charged a dollar to CHANGE cheese, not add, change. Manager’s response «cheddar is a premium cheese».
Place is honestly a joke, dont expect much.

Every time my fiancé and I try and eat here there’s a massive wait. Even with a completely barren restaurant. It’s ridiculous. Ive been trying to make a call in order all morning long and they’ve still not answered. It’s pretty sad that we’ll never come here again. It used to be our favorite but absolutely horrible service has ensured that we won’t come back.

I usually like the food at Steak n Shake, but this location is terrible. And this review is not just based on one experience.
For starters, it takes forever to get seated when you go inside. It then takes just as long, if not longer, just to get your drink order in.
Whether I go inside or through the drive through, it takes them forever to make the food and it somehow turns out warm rather than hot and fresh.
If you are hungry and looking to eat quickly, I would not suggest going here.

My first visit to ANY Steak ‘n Shake. Service is incredibly slow. Waited 20 minutes at the drive thu. Food was not worth the wait. It’s really, really annoying to give your order and have to repeat it twice. Quizzed at the window about the order. AND they still get it wrong. Totally not worth it.

Waited over 40 minutes for food. The waitress got screamed at for asking how much longer in the back and it changed the whole atmosphere. We were one of two families inside the restaurant so the wait was unbelievable. I would understand if they were full but it doesn’t take that long to make pancakes. The waitress was nice and patient. We have yet to try the food.

Absolute worst service I’ve ever had at any Steak n’ Shake. We recently moved to the area and this is our 5^th visit here and it is consistently slow and terrible service. Food is fine if you’re willing to wait for it.

I love me some Steak N Shake but holyshit does this specific one in Hermitage just completely suck. I’m a regular, about 3 times a month so, I’m aware they are slow and always understaffed which in turn effects their food quality. I am currently waiting to place my drink & food order at the bar area. There’s 2 servers, 1 cook & 1 back of house cleaner/​dishes and there about 15 people in the restaurant. I am at the 15minute mark right just sitting her watching the servers pass me by and pay no attention and its not like they are busy now. The rush is over and everyone has their food in the restaurant, except me. Lol. Welp, just now got my order taken after waiting 25min. I jad to flag the server down. They apologized for missing me have offere to comp my meal. I received my meal fairly quick, like 10minutes so that was good. All in all they ended up making up for the delay and I’m happy. Now its time to eat. The food is cooked perfect and steaming hot. Yum! Hopefully my next time around will be smoother but same quality food.

Make sure you’re only craving half a milkshake and stale fries because that’s what you’re probably going to get if you go through the drive through around 1 am. This place has progressively gotten worse over time. I wouldn’t recommend going at any time of day, though.

I’ve never had a problem here. food is always good, fast and hot. nothing has ever been messed up. the people are always friendly. it’s always great! I do hate the drive thru but it’s slow at every Steak ‘n Shake. it’s not just this one. I’d rather just dine in.

I have never seen such slow service in my life. I’ve been stuck in the drive through lane for 20 minutes. I’m held hostage with a car in front and a car behind me. I don’t care if this is the best burger in the world, it’s not worth the tortuous wait. This is a nightmare. Avoid this place at all costs.

I don’t normally review fast food places, but I received such great customer service at this Steak n Shake I thought it deserved a mention.
I went through the drive-​thru on a Friday morning for breakfast. The wait was really long even though there were no cars in front of me. The lady at the window was super nice though and apologized for the wait. I got home only to realize that an order of hash browns was missing. I called the store to ask if I could come back at some point in the day to get them. The manager (which was the lady working the drive-​thru, it turns out) was super nice and told me if I come back at any point during the weekend she would replace the whole meal for free. I went back through the drive-​thru on Sunday and before I could even tell her what I wanted she knew and replaced it right away. She apologized some more and was just very friendly in general.
It’s human to make mistakes. It’s how you respond afterwards that counts.