Review Steak 'n Shake - Franklin

The staff at this location is probably one of the best in Franklin. Always smiling, always polite, always friendly as can be. Never have I ever had an ok experience at this location. It's always been great. You can get good food anywhere, but to get good food and great service speaks volumes. And as hard as it has become to work in the restaurant industry these days, you all still make it look so easy. Just wanted to say Thank you for my experience tonight. I appreciate all you do. It's a difficult job, but you all do it so well. Thanks again

This location is my family. These people here are always understaffed and do two persons worth of work everyday. They are always overworked, tired and yelled at. Employees in street clothes are managers. They do their best to smile at you and give you the best experience they can with what they have, usually after being screamed at by the person in front of you. They can’t control the kiosk change or the removal of chicken tenders. They are just trying to make a living and your lucky they are there. Nobody wants to do this with the treatment they receive. That girl who is always in a dress smiling and complementing you is going completely blind. The tall guy who is always racing around is so smart, hard working and kind. He genuinely cares about the quality of your food. The fun to talk to GM with the amazing dreads is trying to set his family up well. The female manager in the morning is pregnant and constantly struggling from illness and her complicated pregnancy but she bends over backwards for you. They are people. They can’t help Covid, inflation or lack of people. They are just trying to live. Be kind. They try to do that for you even after having a panic attack in the mop closet. It’s not an easy job. No one is just “flipping burgers” they are flipping burgers, building bags and trying to hold your orders in their memory because multi tasking is not a choice for them.

Always good food, but I'm very disappointed in the menu change. Not including the chicken fingers in the 4 under 4 anymore might make me stop going all together. I've also noticed that they now charge for extra dipping sauce, which is no problem, but i better be getting a decent amound of it. 50 cents for one of those cups to be not even 1/4 full?!

First of all we had to order from a kiosk and get our own drinks. Second it took forever to get our order. Third my husband ordered extra meat on his chili and it didn't look like there was any extra. Forth there were on condiments on the table no seasoned salt for my fries. We love steak and shake, but we don't want to work at one. Bring back the waitresses.

Ants everywhere, on the chairs, booths, and all over the trash area. Particularly dirty with trash and leftover food/condiments in multiple tables/booths. There were ants on our food baskets as well. Just based on other times I've went to Steak 'n Shake, this location is uniquely worse than any of the other ones. EDIT: I also want to add that the staff are very nice and fast, but I think this location is understaffed (hence the general uncleanliness). I'm sure the employees are doing their best.

So EXTREMELY disappointing. NO service, order your own meal from a kiask, order incorrect, milkshake was HORRIBLE, and restrooms smelled like sewer gas and their response was "I know". I miss the ol' Steak N Shake; will never go back to a Steak N Shake; too many bad experiences post Covid.

Wow! This place has changed! Wayyyy too much pepper on my Fresco. My wife has chili mac and the sauce tasted like barbeque rather than chili sauce. Oh, found two small ants on my basket. Showed it to an employee. She shrugged her shoulders and said "yeah" Not ever coming back to Steak and Shake and that sucks. Used to be a favorite of ours.

My hat is off to Mikey who, though he was very busy grilling hamburgers, took the time to listen to me to get specifics about my meal taken care of. The food definitely met expectations. But using the kiosks does NOT allow for some options like well done hamburger. Thank you Mikey!

Went in today. Waitress took our order, repeated it wrong I corrected her and off she went. We ordered two drinks and a shake. Drinks came out, food came out and was wrong. I asked them to fix it. The waitress said she didn't write it down that way so I must be wrong. Seriously?! As a person who waitressed for many years, even if you think they didn't say that in the order you just say, "Sorry, let me fix that." Then it came out wrong again. Meanwhile, my son has his glass at the edge for a refill..they bring his food, no refill..still no shake. The entire meal. No bill..waiting. I finally went up to the counter where I stood for a good bit. The manager came and I quietly explained that I understand mistakes are made, but the back talking, no shake and zero service was crazy! He offered to comp the meal. I said I was happy to pay, but I had NO BILL and no shake. He insisted and I was just so tired of being there that I agreed. I went and sat back down with my son who reported that the staff was talking about it loudly and blaming us for everything. Will NOT go back to that location ever again..the food isn't that great, my son just loves the shakes. I am sure we can find somewhere else to get a milkshake.

We went to Steak 'n Shake for lunch today after church. We should have turned around when we saw all the tables full but no one was eating. The waitress took our order quickly but it took over 30 minutes for us to get our food. We were at the point of leaving but our waitress said our order was next up and it shouldn't be much longer. This is evidence of very poor management. It was obvious they were short-handed in the grill area. Management should have moved some of the waitresses (who were just standing around because they had taken all the orders from the tables and had nothing else to do but wait for food) and had those waitresses help get the food orders done more quickly. They could have put the burgers together and worked in the grill area to get things done more quickly. We won't be going back there again. The restrooms were filthy, too. What has happened here?

Franklin has perhaps the absolute worst Steak & Shake anywhere. Untrained staff, dirty silverware, filthy tables, and food that takes forever to get to you. And to top it off, you have to stand around and wait for them to ring up a bill that you probably shouldn't have to pay for anyway. Between this and the terminally bad Bob Evans it's a toss up for worst in Franklin. I've called numerous times to corporate and talked to managers here. Nothing happens or ever changes. You listening ?

Much better than it has been lately. Service was good. The manager seemed to be ensuring things ran smoothly and food was delivered promptly. Staff was friendly. Food was good. Much improved from the recent past experiences.

It doesn't matter what time of the day I stop by. Every time I order a milk shake with NO cherry. Every time there's a cherry on it. If I'm paying close to 4 dollars for a shake, it should be made how I order it.

Worst service ever. Took over 10 mins at slow time with all waitress looking at us before being seated. People after us coming in getting served first and had to go to manager to get our order taken. And still another 10 mins to get waited on and 5 mins to get 4 drinks. God only knows how long it will be for food.

I don't want to even rate 1 star. We ordered two, yes 2!! Meals and they forgot our fries... they didn't forget the cheese sauce to go with the fries, but they forgot the fries! It's a restaruant!!!!!!!!!! Not a hospital, not a legal job, nothing!!!! It's food!!! How hard is it to read an order slip? Maybe too hard. Thanks steak n shake! I drove all the way home to find no fries with my meal. Real nice!!!!! Worthless!!!! Get new employees or at least people that can READ!

I love steak n shake. Our waitress was friendly and the food was good. ;)

My childhood diner has gone to hell. Last two times I dined I've had to wait over 15 mins to get drinks. My latest issue was a 10 min wait to be seated then a 20 min wait for drink order when drinks served at 10 mins with dirt all over the rim. So disgusting & 35 mins, but ten minutes into the attempted flagging down a waitress me & my company of two decided to leave. Never going to the Franklin Steak n Shake on a weekend night again.

We eat here probably more than we should. Never had an issue with food or service.

I enjoy bringing my family here. After work, swinging by to grab a shake for my son and I.