I'm actually kind of shocked by the low reviews. We came in to celebrate the last day of school for our kiddos. This was our first time at this location, but not our first time at Steak 'n Shake. As soon as we got there, one of the employees was cleaning the windows, and would clean tables while we were eating. So dirty? Not at all. We were greeted immediately. We ordered with a kiosk (per our choice), which apparently is some terrible thing. Except it made things so much easier. Our food was awesome. The addition of grass fed and tallow cooked made it even better. Will defintely come back! read more

The food was good and the service was good. I had questions and they answered them quickly. The dining area was clean and the employees came through regularly to ensure it was clean. read more

I am updating a previous 2 star review. This restaurant is making some positive improvements recently. They are keeping the serving counters and tables clean now and trash emptied. The food has always been good in my opinion so nothing to add there. I used to feel they pressured customers for tips but I order online and there is no pressure. The only thing I wish they would change is having to order at the kiosk. Having an employee greet you at the counter with a smile and take your order is much more welcoming like they do at In N Out. read more

My husband and I ate here after his doctor appt a few weeks ago, and I want to say we were very hesitant. The last time we ate at a Steak and Shake was in Murfreesboro 5 years ago and it was terrible and that is why we had not been back. Well we got to this one in Franklin off Murfreesboro Rd right at 11AM, we got right in and did our order on the kiosk and were asked a couple times if we needed help. We managed to get ordered. The food was very reasonable which we were very shocked about, and the food was so fresh and hot we now really want to go back!!! We are glad we went ahead and tried this Franklin location! We will be back! read more

The food and service are excellent and the restaurant is very clean! I definitely recommend this Steak 'n Shake.!

I love this steak and shake. Do they forget things from your order sometimes? Yes. But the food and vibes are 100.

Rude customer service and ketchup is too sweet. Didn't give me a milkshake straw, my lips are almost bruised from trying to drink it. Feels like i'm trying to suck a pair of american eagle jeans through a straw. food - 6/10 milkshake - 9/10 - cara and jace read more

Steak ’n Shake - Burgers Near Me - Franklin, Tennessee

This location has been through many ups and downs over the last 10 years. Over the last year or so it's improved immensely. The food is great, workers have been friendly and orders are accurate, we have started to frequent it again. Very pleased with how it is currently being managed. read more

This is based solely on my drive through experience for shakes. I was craving a milkshake, and there was Steak n Shake looking me in the face, so we decided to go through the drive thru. We ordered a small birthday cake shake and a large eggnog shake. When the server told us our total, we were confused and asked to make sure she got both milkshakes. I totally forgot about their happy hour deal, so that made the trip even sweeter. Even with the line, it kept moving, and we got our shakes pretty quickly. I do enjoy their milkshakes. Always a good consistency, and now they have the big straws for them. I remember trying to drink out of normal sized straws and getting nothing. I like this change. Both flavors were good. I liked that the egg on flavor wasn't overpowering. read more

Haven't even had the food yet. Whole place is filled with those order-here-kiosks. No cashier and no help. Kiosk doesn't take gift cards so we had to wait while the main chef was no help but he did silently wave one of his minions over. Gift cards still failed but hey. At least our order placed. Edit to drop it down to 1 star. They brought the food out. It was wrong and they couldn't clearly call out the customer's name at the counter so I had to make multiple trips. read more

Update: Nutella and eggnog milkshakes are also 100% on point! Come between 2-4pm and they're half price!! Ps. We love kiosk ordering, unlike some others. Haven't had any problems so far. Anything that makes a system more efficient is a huge bonus in my book. read more

If you would have asked me my thoughts on this location a year or so ago, I would have said save your money. (Hwy 96 in Franklin, TN) The service was woeful and at a sloth pace. The food was just mediocre.. Fast forward to today and you will find me pleasantly surprised! ;) No longer are you required to wait on someone, indefinitely, to seat you. Step right up to the fancy kiosks that are eager to take your order. Easy to use and a quick process. To top it off, our food was prepped in short order. The meal was great and I am happy to once again frequent this location! Nice job owners! ;) read more

Customer service was horrible. Door clearly states closing time. They continued to argue with us they were closed with 30 minutes left until closing and then said we could order but needed to leave, even though the rest of our group was still sitting in the dining room eating. read more

I absolutely loved this place! The burgers are good quality, food came out fast, very clean, friendly staff, and great shakes! Had the Oreo shake and the bacon burger. Very tasty. Fries are a little tiny, but plenty to fill! Will be back! read more

Service is awful. Witnessed altercation with the manager on the clock. Police were called. Put in call to owner to discuss. Still yet to receive a call back. They just aren't that good anymore anyway. Save your money and go somewhere else. You won't enjoy the vibe here anyway and their drink machine is weird now too; I believe due to the falling sales, now the owner is controlling the number of refills and they don't tell you that when you order either. It was not an issue for me because I didn't use the fountain. The manager got very upset about repeated requests for help from people trying to figure out the machine. She proceeded to show her frustration, prompting several of us to just get up and leave. I won't be back, especially since there are better burgers on the same street in town anyway. We went for the milk shakes which arrived to us warm and melted anyway. There's a Sonic 1/2 a block away with better milkshakes. Photo of manager with attitude problem attached. Wanted to post with zero stars, but had to give one just to be able to post review. read more

Steak ’n Shake - Snotty "manager". - Burgers Near Me - Franklin, Tennessee

Empty, minimally staffed, yet a sparkling clean dining room. Our order was correct, timely, hot, and delicious. For more than 15 years I've been an infrequent and usually a drive-through customer. This location has had its faults, but it was alive and usually reliable. The parking lot was usually full as was the dining room. That was pre-COVID and pre-recession. Regardless of product or location, any business that works less for its customers loses customers. Abandoning the human element abandons customers. If a restaurant wants to keep my business, it keeps its human interface. Replace humans with technology and you lose my business. I'm not alone in hating order kiosks and they're enough to keep me from returning. Consider it an earned loss. Why not? Management worked hard for that loss. This isn't the first and it won't be the last place to lose me. read more

I'm confused why the rating is so low. We got this as take out and it was very good. Fast food quality but way better than like McDonald's or Burger King. Glad we tried it! read more

The food is still good, except now you have to order from a touch screen, pick up your food when your name is called, get your own drinks, and bus your own table. If I wanted to do all of that I would have went to McDonalds. The various options for chili are gone also. This was a bad move Steak n Shake. Good luck. You're no longer for me. read more

After reading some of the customers' review, there was one customer who went there as stated "out of Towner". To be quite honest, the customer's giving a poor rating simply due to the fact that nobody walked up to her nor did any of the employees came to assist her. Evidently, it shows me that the very specific customer got a piss poor reading comprehension skills especially when the sign is right in-front of the door once you walked in. As for me, I had to use my own common sense and it doesn't take that long to figure things out after nearly 2 years of not entering the restaurant. I Ordered two main meals, drinks, and a milkshake. Guess what!? I ordered all of that through the Kiosk without having an issue and it was super-fast. After I sat down to look at my hamburger, there was no lettuces but I only clicked on NO "Cheese". I would have rated this place 4/5 but I went ahead and give the place an outstanding with a 5 STARS just because I went up there to ask for lettuces, they went ahead and give a full cup of lettuces without a question. What does that tell you? Excellent customer service! read more

worst customer service. Horrible. Never go back!! I was trying to order Onion Rings she say was no late to go back on Drive thru read more

Steak ’n Shake - Burgers Near Me - Franklin, Tennessee

Food was still good But they've done away with the wait staff. They've put the customer into the costumer service. Then they still ask if you want to leave a tip. They have plastic cutlery. Have you ever tried to eat hot spaghetti noodles with chili using a short tine plastic fork? It wasn't adequate. read more

I was quite apprehensive about going to this Steak and Shake after reading several reviews but some friends wanted to meet there. Boy was I surprised! The place was neat and clean. Kiosks worked great, even used a gift card at the counter!! (some reviewer said the didn't take them) Food was Steak and Shake good. Friendly staff and bathroom was clean. Will definitely return and recommend!! Five star rating for this type of fast food restaurant! read more

Burger is outstanding and made fresh. Fires are cut super thin are delicious. I had the the #1 special and it will be back again.

Food good! I would have ate here again but......The self order kiosk is the only choice to order. Took my family 15 minutes to get order in while the employees watched. Then they ask for a tip!!!!!!! Will not eat there again read more

Seriously, get rid of the manager and I'll give you another star. I liked this place before, but man... Wanted to order the 4 items for 4 dollars, "you know, the big lighted marquee in front of the place". Well, they will not honor it. Steak 'n Switch. Waitress totally forgot about our table and new nothing of the $4 offer. The manager took over our table and then left! Like as in went home. We seriously had our food and NO MORE WAITER??? It was a shame as some others working here are actually nice and helpful people. Previously overheard other tables asking for the $4 special. Manager said she needs a crane to replace the sign and hears it all day. Dude, I don't know where you're from, but if you have a marquee for a special, that's what you serve. It's not hard. And if there was little common sense, you would at the very least post a sign on the door and earn a couple more stars. read more

Steak ’n Shake - Refuse to honor it. - Burgers Near Me - Franklin, Tennessee

I have used the drive through several times. I've never been inside this location! Friendly staff, relatively fast service. Definitely repeat if you want addition or removal of items to ensure they got it. Outside parking lot is clean and traffic flows well. Burgers have been good- still wish they additional side items! read more

The food here was alright at best. The main reason I am writing this review is the staff, they are absolutely terrible. The 2 managers or at least I assume they were are absurdly rude and unprofessional. They did not want to hear out anything I had to say and only wanted it their way. But this was not my only issue, the redhead teen that was working there stepped far out of line and was being extremely rude and aggressive for no reason. This place of business needs to be put under new management and would be much improved, as the current situation is obviously not working. read more

Hot and fresh fries, quick and efficient drive through and welcoming staff. No complaints for a fast food style environment

After reading other reviews of this place. I thought I should comment. We Ordered 4 burgers and all of them were delicious. Each of them was ordered slightly different. They were all correct, hot and juicy. Not sure if or what they've changed since the guy who commented on donkey balls quality. Ha. But, all 3 of us who ordered didn't have that experience. Btw, we ordered on a Saturday evening. Good crowd of people there. read more

The food and customer service was as expected. Good place to meet a friend while passing through town. Nearly busted my reared as the floor was very slippery in spots. read more

Thank you for the rescue. I had ordered from another place earlier and was disappointed. I decided to try this place and was completely satisfied. The shake, the burger and chili on spaghetti was amazing. read more

Steak ’n Shake - Triple Steakburger 'n Cheese Steakburger 'n Fries - Burgers Near Me - Franklin, Tennessee

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See you later in and out. S&S is the best burger in the Midwest. Love it. Double cheeseburger is the way to go.

Dream Girl and I had been across the street at Darrell Waltrip's getting her car serviced. It was about 1 PM and we had thought about going to 55 South (would that we had), but opted for Steak 'n' Shake as it was more convenient, or so we thought. We waited for about ten minutes to be seated while servers slunk around avoiding eye contact and chit-chatting in the area where they pick up food. Finally we saw a tall young man begin to clear tables and folks were seated. Just enough tables were cleared to allow the backlog to be seated. That same man was our server and he did a fairly adequate job of getting our drinks and taking our orders. Our food finally came and DG's steakburger with bacon was cold as were the fries on the plate. I had the footlong hot dog which was OK. We were never checked on till we were just about to leave when our server asked if I wanted more sweet tea and if I wanted it in a go-cup. The tea was good so I did, No question to see if DG wanted more Coca-Cola. It took several minutes for a sullen someone to come to the cash register where customers waited patiently to pay for their meals. As we stood there we realized that our feet were sticking to the tile floor; it was dirty and our soles crackled as we lifted them. Hot water and a good scrub would be its only salvation. Each of us has eaten in many Steak 'n' Shakes through the years and enjoyed burgers, milkshakes, and chili (I even have the recipe for that tasty dish), but will never eat at this one again. Morale among the employees is shot and there are no smiles. After management (if such exists) gets the place cleaned up and functioning, they should give all employees $20 and send them to Chick-fil-a to see how a real place is run! read more

Steak ’n Shake - One of many tables that sat uncleared during our visit. - Burgers Near Me - Franklin, Tennessee

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Very fast service, got my order right. The only steak 'n Shake that has actually got my order correct & quickly in years. Friendly employees. read more

Service is tremendously terrible. I work there at steak and shake Franklin TN. There is a manager Brittany who is anger and hate her job always complaining and grumbling towards customer. One day she was so anger she was screaming and yelling at all of the employees. The fryer are nasty never kind. Dishpit are gross. So until they getting rid of this manager Brittany this place will be horrible place to work at. She threatened to call the cop all because I had to go bathroom and left my work station. I hope this place get shutdown. read more

placing order in a kiosk is horrible. no one to ask what is on sandwiches. we obviously needed assistance but were ignored. another customer helped us. then the burger I got was a "buttered" single and had butter dripping out of it. yuk. Meat seemed steamed instead of grilled with the good tasty crust I remember. flavorless and bland. only redemption were the fries. Steak 'n Shake used to be a favorite of mine. now I'll probably never stop again. read more

Let me start by saying I know this is Steak and Shake, a casual fast food restaurant with high school employees working their first job. I get it. However, this establishment is an abomination. For years upon years I have been plagued by slow, terrible service at this location. I know, you'll ask, "Why would you keep going there if its been so terrible to you?" A valid question. My response, "I freaking love Steak and Shake and there isn't another location remotely close to me." Something about those cheap greasy diner burgers coated in that tangy Frisco sauce made out of God knows what chemical just brings me immense culinary pleasure. I still go here about once a year hoping that perhaps management has improved, perhaps they've hired more capable employees, perhaps they've figured out how to get the drive thru and table service to a somewhat respectable time constraint. And the answer that I get every single time is just a huge resounding "NOPE". On top of the painstaking wait, I get grossly undercooked burgers, no delicious imitation cheese sauce poured over my cold shoestring fries like I specifically requested, no milkshake that my wife ordered, yet we were still charged for (removed from bill at register of course) and no apology or explanation from our server as to why this simple grease burger took 45 mins to hit our table in a half full restaurant. Anywho, if anyone from Steak and Shake corporate happens to read this review my suggestion is this. Fire every single employee at this establishment. Make a public example of the Management and smear their names. Raze this building to the ground, build a new one and start over. read more

The staff was really rude when my family and I ordered through the drive through on 3/14/21 at 1:50pm. The food was good though!

Shocked to see so many one star reviews for this restaurant. It's fast food, and our server was a little slow at times, but we enjoyed every bite of our meal. The burgers and fries were fresh and the shakes can't be beat. The prime steakburger with frisco sauce is definitely a worthwhile upgrade. With the coupons on their mobile app, we hardly spent any money at all. Totally worth it! read more

Steak ’n Shake - Prime frisco on brioche and garlic steakburger. Awesome. - Burgers Near Me - Franklin, Tennessee

Don't do it - don't go here - the food made us sick - really sick - taking covid precautions ?? I think so but someone who is handing the food is not washing their hands after bathroom breaks - gross!!! read more