Reviews for Steak 'n Shake in Richmond, KY

Steak n Shake used to be legit place to eat. Now it's gone down hill. They need to bring back their large shakes, improve their... menu options and they need better customer service. I went through the drive-thru and ordered a large vanilla milkshake. When Ipulled up to the window, they said they had regular and small sized shakes. When I saw that they did not have the large sizeshakes, I told the lady never mind and drove off. I will not return to this location. Read more

I think there were 2 people running the whole restaurant. There is no longer a front counter person, just kiosks with which to... make your order. We had an issue with our food and it was difficult to get any assistance because the two workers were in theback working as hard as they could preparing food. My low rating is no reflection on them. It is a reflection on the owners forbeing too cheap to hire enough people to service customers properly. Read more

I was at the store this weekend, and it was a horrendous experience with an inexcusable lack of customer service. Our party of... five ordered individually and my wife and I never did get our order. No big deal. We waited and waited and waited, all the whilesitting in extreme heat because the vents were all blowing hot air onto the customers. I went to the counter and asked the womanworking there about our order And about the heat in the building. She explained that the air conditioning unit was not workingwhich is why it was so extremely hot. She said our order ?got bumped? and that she would have it fixed right away. I heard hertell the line Cook, Pedro but he refused to start our order. He told her it would have to be re-entered, at which time hewould then start it. Long story short? The order never came so I went back up and requested a refund because our friends hadall finished their meal and we?re ready to leave. She grabbed my receipt and said she would give it to the manager, but afterseveral minutes she came back and said she could not even find the manager. We continued to wait. Finally the manager cameupfront and I said I would like a refund. Without saying a word of apology or anything else, he turned and left the area andwent to what appeared to be the drive-through area. After a few minutes he came back with cash in hand and just placed it in myhand. He literally said nothing. I told him I thought that was inexcusable service and that at the very least, he shouldapologize. His only response was ?what for? You got your money?. That was it! I will never return to a steak ?n Shake again Not only was this one extremely hot, but it was dirty, floors were slick, and it appears all the windows have lost their sealbecause they were all covered in condensation and dirt. Terrible terrible place! There were several other people in therestaurant in agreement, and several had not received their food. There was constant bickering between the wom Read more

One month ago corporate took over this location. The food was good. Self service checkin.. STUPID... Eliminating service at... tables. Stupid. Trash hole so small had to wad up each piece. A terrible experience. Staff apologized. Will never go back unlessthey have waiters and waitresses again. I'll go to Texas Roadhouse next time Read more

The tonight (Thursday) we?re all lovely. The restaurants clean, as well as the bathrooms. Additionally, the service was... phenomenal; all the employees were friendly, they helped us out we were having trouble paying for our meal with a gift card, andthey checked up on us to make sure our food came out correctly and promptly. Best time I?ve had at a Steak ?n Shake! Read more

Food was good. But menu didn't have any chicken anymore? The menu is to small. Restaurant looked clean as long as you don't... really look in cracks and crevices , bathrooms and under tables. Everything just seemed old and uncared for. I miss how greatsteak'n shake use to be. Read more

Worst experience ever in a steak and shake. Now it?s card only and u have to order urself on a box. Nothing easy about it. Took... us 20 mins just to order our food. No waiters no nothing. Food isn?t much anymore. Our food took 30 mins to get. Don?t waste urtime. Too hard to order and too hard to pay with cash. Read more

Stopped by Steak 'n Shake for lunch in Richmond. Very few patrons in the restaurant. Walked in...was greeted by a SIGN saying... to place your order and pay at kiosk. This was our 1st time inside a Steak 'n Shake in awhile. Several kiosks were spaced outat entrance. Kiosks was pretty easy to navigate and pay. A self serve drink station had been installed. Restaurant was FREEZINGCOLD!!!!! Saw maybe 5 employees, total, the entire time we were there. NO SERVERS!! Grill guy brought out our food. Same onethat cooked it. The pandemic has hit this place hard! Food was your usual good Steak 'n Shake cheeseburgers and fries. Chocolatemilkshake and strawberry milkshake were great...except that it was sooo cold in that place. Couldn't wait to get outside andwarm up....and this was the middle of Nov. Read more