A wise man, Mr. Miyagi, once taught us that a man who can catch a fly with chopsticks can accomplish anything. I am sure that is true. I'll add eating shoestring fries with a fork to that list of truism's. I am not sure where to go with my write-up. I sat and read through several of the Yelp reviews while waiting for our food. I doubt I can say much of anything else that has not been said. We ordered the 4 buck burger plate, and a large order of onion rings, to split. We both had special requests (me, no ketchup, add mustard; she, no onions, everything else). We both got my order. While the XYL glared at me, while she pulled onions out of her mouth, we made the best of things.... Steak N Shake is in between McAwfuls/ Burger King and Wendys, and Hardee's, our local mom and pop's, What-a-Burger and Smitty's Better Burgers, and the king of that particular hill, Five Guys. Frankly, based on tonight's visit, I would file this place in my Zaxby's drawer and move on. This location needs a Undercover Boss visit in the worst way. Service was slow, and the cars in the drive-thru line looked to be sitting on 4 flats. Despite the less than stellar experience, we decided to try a return visit, as the POP advertising for their shakes and hot dogs looked interesting enough to have us try a second time. One reviewer did hit something directly on the head. We sat by the front door, and did not have too much trouble getting around. After we checked out, and started for their side exit door, each step we took, closer, to the kitchen exit, made out shoes slip and slide more and more. Maybe snowshoes would be appropriate here. Just an observation here: Maybe Corporate, and the local management need to peruse through these Yelp reviews. Service is horrifically slow. The Drive-thru is at a stand still. The floors are slick as oil covered ice. And on and on and on... Duh... No military or Senior discounts are offered. Dunno. Not impressed, all that much. Could have some potential, We still have salads, hot dogs and diary stuff to try. As far as their Burgers, and those toothpick fries go? Meh. I'll head for Smitty's for those. Besides, I will not need chopsticks to eat their fries. Your mileage may vary. Mine did not.
(2)
Paul S.
Very very slow drive thru, if you're in a hurry go to McDonald's . This is the 4 th trip and it just hasent gotten any better
(2)
Paul A.
When we heard that there was a steak and shake in the Hampton Roads area, my wife and I got really excited. Me being a new fan to the chain from our half country travels, thought it would be an amazing idea to pack up the wife, cross the MMMBT, and get us some...boy was that ever a mistake. When we arrived, we noticed that the line was nearly double wrapped around the building. We chalked it up to still being fairly new restaurant but soon we realized that it was the slow service at the drive though. We ended up waiting 35 to 40 minutes just to take our order!!! When we finally arrived near the drive though window, we noticed the car in front of us, who at this point received their meal, decided to spend an extra 15 minutes chit chatting with the woman who was working the drive though. After that incident we finally received our meal. Contrary to their slogan of having fresh well prepared food, we received a cold meal and burnt hamburger patties. If anyone reads this. Do not waste your time or money here. We have tried it several times after just to make sure that it wasn't a fluke none of which turned out much better.
(1)
Xavier C.
Went here on a whim to try this place out as a lot of people raved about it. I was thoroughly disappointed. First off, a co-worker and I came here for lunch break. It was a bit rainy outside and the first thing I noticed was OMG the floor was slippery. Not just "hey it's a little wet, watch your step" it was more of "danger, ice ahead". This just told me that they don't clean their floors often. To be 100%, the "oil slick" was everywhere. It was disturbing as even the staff with their non-slip shoes were slipping around. Quite brutal. As far as ordering, we both ordered a shake and we both got a $4.00 special burger combined with a side order of chili fries. The shake was very good. It still had oreo chunks in it and was exactly what I would expect from a shake. However, the disparity between the shake and the food was ridiculous. The fries visually were subpar, quantity low, and the quality of the burger was "meh". Now don't get me wrong, I get the prices probably warrant the food taste, but this was just terribad. I'd honestly pass on it if they offered the food to me for free. On top of that, the service was beyond subpar. It took forever to get served and orders taken. In just the time from order to receiving food, comparatively, we could've gone to a mexican place and received our food, eaten, and almost be home. Yes, it took that long. Then when it came to thing like "extra water"... well that was non-existent. Save yourself the time and money and pick somewhere else. This place needs a lot of work and with all the competition in the area, it's just not worth going here. Food Taste: Main food - 2, shake - 4 Overall Service: 1.5 Value of food to cost: 2 Facility: 1 Repeat customer: no
(2)
Julie M.
Food is always fresh. They do get very busy and sometimes customers get annoyed . Best time to go in between lunch and dinner 2pm to 5pm. I love 5he flavored fries, steak burgers and who could live without a strawberry shake. I recommend this place to anyone. Try to remember good stuff at a great price is worth the wait.
(5)
Janice L.
My first time dining in at this location and after being seated, we had to wait a good 15 minutes before I got agitated and asked a waiter who walked by our table to see a manager because nobody had acknowledged or approached us. Some woman (manager) comes over and doesn't offer an apology and only says she's just getting there and not sure who's responsible for my table. Another several minutes go by before a waitress finally appears but never apologizes for her delay in service and so it was at that moment I knew her tip was a big $0.00. We ordered and our food took way longer than it should have and was finally brought by someone other than our waitress. It took her a good 10 minutes after our food was served to approach our table and ask if everything was okay and asked if we needed anything. Customer service is definitely lacking here and that doesn't sit well with me! The food was okay but because of the poor service we received, I couldn't enjoy my burger as much as I normally would have and just wanted to get out of there!
(1)
Jesse C.
Our waitress was kind. She was one of the few pulling weight. She was super stressed obviously because this location was severely underprepared for the amount of people they'd get. Our food was ok. However the kitchen botched my order and gave me the wrong burger. I think corporate should step in and give this Steak 'n Shake some proper training. Love the chain.. But this location needs some TLC.
(2)
Kris D.
This review will be short and simple. I waited in the Drive-Thru line a long time, and the line never moved. Several minutes passed, not 1 car moved. So I drove over the curb and found a parking spot. I thought "I'll just go inside, surely they are faster in there". They were fairly busy inside, but not packed. Well, I sat down at the bar thingy and proceeded to try and get the att'n of 4, 5, 6 different folks to place an order. After a few minutes being ignored at that, I quit trying. After about 15 more minutes of sitting there and feeling like "The Invisible Man" as countless workers walked past me and other ticked customers in a hurry to nowhere, I said "(Expletive)" this! I can't rate their food. After spending near 30 minutes there, I never even got an order in. Service was inefficient. Out of control. Watching the chaos is only entertaining for 10 minutes or so. --- If you come here, bring food and water rations with you to hold you over until you finally get fed! --- I'll wait until the Virginia Beach location opens in a couple months... Hopefully the Va Beach location on General Booth Blvd will be better run. My gawd....!!
(1)
Nancy H.
I would like to give this place a 4 food wise, but the price bumps it up to 5 for me! They have a huge menu of $4 meals which are the perfect size and obviously perfect price. The steak burgers are yummy and there are endless options. We tried chili cheese fries as a side-YUM. We didn't get shakes but they looked yummy and they had soo many flavors. Open 24 hours which is nice also.
(5)
Carrie L.
I upgraded to two stars. Corporate.. You must get involved. We live in an urban and diverse area and you're gonna tick off the wrong peeps waiting for food. Just sayin... But YOLO right?! One star for the lovely drive thru cashier who took our order. She was very pleasant and used complete sentences. So rare in fast food. Another star cause that caramel apple shake took years off my life and I'm happy about it. That puppy was the bomb dot com. setting the scene: the line was only a wrapped around 1.5 times the building. Got there at 12:25 and didn't leave drive thru until 1:05. Fast food should be fast. Hell. Shoot for ten minutes but I missed an episode of Judge Judy for this. Just should not happen. You people have got to get it together. When you wait 40 minutes for food then you expect it to be hot and tasty. It wasn't. My burger bun was chilly. Not warm or anything but actually cold. The burger meat was also cold because of the bun. I really wanted to like it after all this hard work to get it. Good luck to y'all. Too many kinks. People can be harsh on Yelp but this place has some of the worst reviews in a short period of time I've ever read and has been two of the worst service experiences that I've ever had as well.
(2)
Whitney K.
I have never received such poor service! After not being acknowledged for 15 minutes, I said something to the lady at the register who sent out waitress over...she did not apologize for the delay. Another 20 min and our waters finally arrived. This is not right rocket science, folks, but food was delivered at the 1 hour mark...and they managed to screw up a BLT. Unapologetic all around...and they even had the gaul to rip the survey portion of the receipt off that they brought to the table. Never again!!! The only upswing was that the manager apologized at the end and did comp our meal...
(1)
Rudy C.
Bomb burgers! This was my first time to a Steak and Shake and was pretty good grub. Ok so you may know that im lactose intolerant so i couldnt partake in the latter namesake offerings but undetered i mowed down my burger and fries with ease. I ordered the special this month, the Oktoberfest. It was quite yummy and filling. I opted for regular fries but there are other options to spruce them up. I would give this place 5 stars but the service is lacking, this place is kind of small and the drinks could be better. Besides that the place is great and you cant beat the inexpensive prices. Come here for good grub good prices and general good times!
(4)
Chrissy S.
I'll start out by saying the milkshakes are decent. The burgers are good too if you want a crispy, teeny tiny patty. If you're looking for decent customer service, RUN. Rudest staff I have ever seen. This place would be great if they fired all the rude staff and hired people who care about their jobs. Milkshakes are worth it if you can handle terrible service.
(1)
Catrina E.
I went to get milkshakes and it was a horrible experience and the worker had a nasty attitude when I asked for a cup holder I had 5 milk shakes to carry
(1)
Booney M.
Food was fair and your able to dine in which was a plus. The customer service and professionalism was at a all time low. A couple who was seated expressed to me "You need to get ready to wait and eternity we have been here for over 40 minutes waiting". We waited about 10 minutes to be seated when there was plenty of available seats. The food was acceptable for a fast food restaurant. The issue was the customer service and cleanliness. Once we received our receipt we waited 15 minutes to pay. As we're at the register you can see how unorganized and dirty the kitchen was. The manager didn't lead his staff in the right direction. I had high hopes for this restaurant and they let me down. I won't ever try this location again they need to take some customer service and organization lessons for the great people at Chick-fil-A!
(1)
Marcus B.
Yup i am a fan. Great choices of burgers and I love their shakes. So many to choose from. I will be back in the area again very soon.
(4)
Cathy S.
Don't go to steak and shake. The service is terrible the management is pathetic and severs are the very unresponsive and don't check on their customers and show any compassion for there customers.
(1)
Ca M.
Decent food.. Bomb milkshakes BUT the hiring manager needs to be replaced because all the employees I came in contact with gave terrible service!!!! Special shout out to the lady named Pebbles that worked there... She was our server and the worst!!!!!
(1)
Kandace H.
I have tried this place twice. Once in Richmond and today on Mercury. The food was not great but the service was worse! Four of us went. We waited about 10 minutes for a seat. Upon entering the manager said good idea bringing a jacket... I am normally hot but I'm this instance I was a popsicle! We were directly under a giant vent and it was so cold I was shivering even with my jacket on. I did request to turn up the air and he did comply. That's the best thing I can say about this place. Our server got our drink orders and brought them fairly quick. That was the last time we saw her for quite a while. Finally after ordering we got our food15-20 minutes later, which was sub par. Then we asked for silverware, napkins, catsup and mustard. We waited 15+ minutes and still nothing. I asked another person for the same, them another and another. Finally we got it and of course our food was cold. Having been a server I understand that you can get in the weeds, however, it turns out our person was texting in the bathroom and isn't silverware standard with meals? My advice, AVOID this place. Unless of course you enjoy bad food and horrible service... Would have given it 1/2 a star or none of I could.
(1)
Mach S.
I would really love to give this Steak n Shake a great review, but sadly this one is pretty much as bad as most of the other ones I've eaten up and down the east coast. I really do like SnS, but it seems they all suffer from the same thing: poor service. It really shouldn't take 1.5 hours to eat fast food, but it took that long to get seated and to wait on our food. Cars were wrapped around the SnS, which should be a sign to anyone wanting to eat there to stay far away. This SnS does just like all the other SNS I've eaten at and makes their dine-in customers wait while the kitchen staff pushes food out the their drive-thru customers first. So we ordered our burgers and shakes and waited and waited and waited. When our food finally arrived it was cold! Obviously, the food was cooked and then waited just like we did. We asked for our shakes and waited. We asked the manager (twice) for our shakes and waited. Finally, we gave up and went to Sonic for our shakes. I recommend that SnS shutdown their drive-thru or close their dine-in portion of their restaurants, because they are doing both poorly.
(2)
Eugene H.
The staff is very slow. It took them over 20 minutes to seat is. There were empty tables with food from previous guests sitting on them from the time we got our pager till the time we were seated. The floors are disgusting. Guests are waiting for extended periods with out being greeted to be added to the waiting list. Guests are asked to wait even to be seated at the bar that has numerous empty seats. The staff got tables mixed up and the manager brought my table the wrong drinks and food. Staff argued about sweeping with manager in front of guests. The manager had to refill our drinks. We only saw our server twice when she took our order and when our food was brought out to us. It took 10 minutes for our food to be brought out to us, which isn't bad! The staff was overall polite and the food was displayed well and tasted great! I have attended steak and shake establishments in Florida with nothing but positive experiences. This is my first non-positive dining experience. I would come back if the staff was more vigilant in seating and taking care of guests.
(2)
Rachel C.
I was so excited to finally try Steak n Shake! I had heard such great things. I'm not sure if it's just this location or the restaurant itself but what a let down. A friend and I went for lunch on a Thursday around noon. The parking there sucks and we had to park in the hotel lot next door. Waited probably 20 minutes for a table. I ordered the horseradish burger and my friend wanted the western BBQ but with just a single patty (it comes with two). Our waitress who had an attitude from the beginning said she could have that burger with a single patty for the cheaper burger price (it's like 4.99 for a burger and the double was 5.69 or something). We also ordered milkshakes. Mine was s'mores and hers chocolate. Delicious and the only good thing I have to say. When our burgers came mine was missing the onion straws. I sent it back to the extreme annoyance of our waitress. She brought it back immediately. Seems all they did was shake some onion straw crumbs on it and slapped the bun back down. The burger had so much horseradish it was all I could taste on a small bun that reminds me of a mcdonalds kids meal cheeseburger. The fries are the thin greasy kind. Seasoning (garlic parm) is extra but doesn't do much for the fries. When we received our check, my friend was charged for the double patty and it the cashier 5 minutes to fix it. The register is placed at the bar area but if there's a line everyone is standing in the middle of tables. Not worth me driving to Newport News and I wouldn't stop even if I was traveling through again.
(2)
Joe M.
The place is unclean and the service is super slow. Avoid this steak and shake. It is not a good representative of the chain. It needs better management.
(1)
George H.
It took someone 5 minutes to take our order and that wasn't too bad but 20 minutes to get our order and by then the food was at room temperature barely and the only time our waitress ask if we needed a refill and napkins ??? You'd think napkins would be at the table but after 15 minutes and two trips by her to bring customers their shakes she arrived but by then we were finished and paying the bill when asked how everything was I told the cashier and she acted like she didn't really care the question was just a formality
(1)
Clair M.
I first discovered Steak and Shake in Greensboro. I loved it then and I love it now. Seems like this one was off to a rough start. Hey calm down people. It's good and popular and you are going to have to wait. End of story. I found the employees pleasant and well organized and hard working. I found that a good time to go is around 3 pm during the week. We went at 2 and it was still pretty busy but when we left at 3 there was no wait and a few open tables. Go check it out. Calm your ass down, breathe deeply and enjoy this great food.
(5)
Tasha N.
Used the drive- thru at 9:30pm on a Tuesday and it was slow. I spent 12 mins waiting on my order from the time my money was taken. When I finally received my order half of it was cold. I may return not sure yet.
(1)
Jonathan M.
Slow, slow, slow, slow, slow, slow, SLOW It actually pains me to give them a one star review because Steak 'n Shake is my favorite restaurant and I have been wanting one to come to Hampton roads for more than a decade. Short version is we had tickets to frozen on ice at 7pm. We got to Steak 'n Shake at 4:45 and we were LATE to the show! We had to wait about 25 minutes to be seated, but then we waited over an hour for our food. My kids ordered shakes but I had to get them in to go cups. After about an hour had passed I told the server that we had tickets to a show and asked where the food was she she slowly checked on it and said the burgers were up but they were waiting on fries. Our burgers were cold. Didn't have time to even speak to a manager because we had somewhere to be. They also brought me the wrong shake. Horribly disappointing, this location is a joke.
(1)
Regina F.
The food was good and the shakes but man o man was the service slow. Waited about 15 minutes to be seated (which was fine). Ordered our shakes first but food came out before the shakes. Not to mention it took 40 minutes to get our food. The server came to our table at least 4 times to ask us what type of shakes we ordered. Actually got the shakes after she gave us the bill. I don't know if the place is still too new or what. The floor was nasty. I just think they don't have enough skilled people to efficiently run this place.
(2)
Danielle K.
I'd give this place zero stars if I could. Once upon a time, I was a regular at Steak 'n Shake, but I lived in Florida then. There, they actually run them like a business. I arrived with my family after a long trip, hungry and ready to eat. We were sat by the hostess and given menus but not provided with silverware. I asked her if they had an allergen menu and she said she didn't know, but that she would ask the manager. She came back a few minutes later and said that they didn't have one. Really, a corporate restaurant that doesn't have an allergen menu? My rear end. They have a lazy manager and untrained employees... That's what they have. I googled it and within seconds I was looking at their allergen menu. I am honesty surprised that they don't have gluten free buns (I guess I'll be sticking to Red Robin from now on- they have great ones from French Meadow Bakery that I don't mind paying an extra buck for) A few minutes later, a girl showed up at our table and asked if we had been served yet. We told her no, and she said, "Than I'll be serving you today." She did not even introduce herself (do these people not have sections that they just randomly walk around and take tables?) she asked what we wanted to drink and we told her. Then she asked if we decided what we wanted to eat. I said no, and that I was looking at the allergen menu to decide. She got an irritated look and tone of voice and said, "You don't know what you want to eat?!" As though we were inconveniencing her. I continued looking over the menu and about five minutes later, we got our drinks. At this point, we have been there for nearly fifteen minutes and are just getting our WATER. We didn't order any fancy hand dipped shakes that would have taken time. We gave her our orders and then waited... And waited... And waited. 20-25 minutes later, out waitress comes back with a tray. She set my husband's food in front of him, gave my daughter her hot dog with no side, and set down my fries in front of me. I had ordered fries and a taco salad with beef. My daughter's side was applesauce. The waitress informed me that they did not have the beef for the taco salad and asked if I wanted chicken. We waited this long for our food, which is really just glorified fast food in a loud, annoying environment, and you couldn't tell me prior to serving our food that the beef was out, they didn't even offer to throw a steak burger on top, they just didn't bother to make the salad. I declined the chicken and said I would just eat my fries. I had asked for a little of the salt and vinegar seasoning in the side in case I didn't like it, and it didn't come. She came back a few minutes later with a small plate of fries and said that since they were out of applesauce, she brought fries instead. Who does the food ordering around here that they are out of everything? Perhaps they should fire the manager and actually TRAIN SOMEONE to run the place. After my fries were eaten, the waitress came back with the seasoning that I had asked for when ordering the rest of my food, as if somehow it would be useful to me without any fries. Brain, anyone? There's one for free in Newport News because this server isn't using hers. When the server brought our check, she attempted a half hearted obligatory apology and ended with, "You should really come back sometime and try that taco salad because it really IS good." I used to be a server in Orlando, in restaurants much busier than this one, and I never neglected my tables. In the 14 years I have been visiting restaurants and paying my own checks, I can honestly say I have only stiffed my server once, and it was 10 years ago in Kansas at a Bennigan's where we were left for an hour without food and the restaurant was nearly empty, and I had to walk into the kitchen to speak with the manager (much to my husband's irritation, I usually even tip servers who give us poor service; I just tip them less. That night in Kansas and tonight in Newport News are the only two times when I have given no tip at all, and it was appropriate not to given the circumstance.) I ABSOLUTELY WILL be contacting their corporate office to make my complaints heard. This establishment may be new but it is already time to clean house and hire new staff that actually act like customers are important. Always remember folks... No customers, no job. An hour and twenty minutes after entering this establishment, I left... Both hungry AND angry. I WILL NOT EVER GO BACK.
(1)
Adhley C.
Came in around 10pm to get a couple of milkshakes after dinner. Our waitress was nice, but our milkshakes were not. They were very watered down, like there was too much milk added and not blended well enough. Probably won't be going back for milkshakes.
(2)
David M.
I've never seen a steak n shake that doesn't have 24 hour dining and that's my biggest complaint here. As a result I hardly go here. Waiting two plus hours for a burger and fries is insane. I love steak n shake but I work late and like to sit down and eat after work, being this is no where near my house unless I eat in my car after waiting through a ridiculous drive thru I can't eat here. I don't understand the logic when within two miles are Denny's, Ihoo, and two Waffle Houses all of which offer 24 hour dining. Staff is OK at drive thru but given the insane wait times during the day I can't review the inside.
(2)
Cliff H.
I gave Steak n Shake 1 star because the food and shakes are good, but everything else at this location just sucks. I've visited Steak n Shakes in Ohio and Fredericksburg, VA in the past, so I was excited when I saw the "Coming Soon" sign posted out on Mercury Boulevard. Like when the Cookouts started popping up in our area, I knew there would be a frenzy for Steak n Shake as they opened, so I gave them a couple weeks before we stopped by for lunch. The first visit was bad, but I had hope so I went back for a 2nd visit a week later. Ugh. Like another reviewer said, the problems with this Steak n Shake are seemingly endless. The one bright spot is the food (simple as it is) tastes good and is cheap. Everything else just plain stinks. First, the service is horrible. I have never experienced such lame and inattentive service from managers and waitstaff in my life. Really. They are busy, but c'mon, not THAT busy, especially when we saw 3 or 4 "managers" and a dozen waitstaff on duty both times we visited. We waited 10-15 minutes after seating before anyone came over to take our drink order on both of our visits. On the first visit - the waitress asked my NINE YEAR OLD daughter and I if we were paying "together or separate." What? LOL. On the second visit - the waitress came over and just looked at us without any introduction or question. I guess I was supposed to just start ordering when she looked at me? Our food came out pretty quickly on both visits, but that shouldn't be hard... we're talking about FAST food here. On our 2nd visit, it did take 45 minutes (you read that right) to get our milkshakes. We had long finished our burgers and drank all of our water (because the waitress forgot to bring refills... I guess) before our shakes arrived. A manager came over and asked how we were doing, maybe because we were taking up his table for so long? Because certainly he didn't give a crap about our wait. But at least the burgers were decent. I had a triple-stack the first visit and a Frisco Sandwich the second visit. They were cooked the way there were supposed to be and the fries were kind of skimp, but hey, why would I expect better at this point? I've had a waitress ask my elementary school aged child if she's paying for her meal and I've had to wait for the Shakeologist to go out to the Dairy Farm and milk a cow to make my Caramel Apple Shake. Maybe in a few months the managers will be out of the weeds and stop wandering around like zombies, so this Steak n Shake will actually be worth visiting. They are desperate for some organization. Right now, though, you'd be better off driving up to Fredericksburg and going to that Steak n Shake.
(1)
Meredith S.
Firstly me say that I am a Steak & Shake addict. I was so thrilled that they were opening a location closer to my home. I was really optimistic as this was being opened by the same franchise owners that run/own the fantastic Fredricksburg & Richmond locations. We waited several months to let them work the kinks out, but we needn't have bothered. Everything you've read from other yelpers is true. Horrible service - the hostess tonight was particularly rude, like we were bothering her by walking in the door. I've watched no fewer than 3 servers walk away from their tables rolling their eyes. The floor is greasy and gross, so is the bathroom. But my favorite part? They brought our shakes out in to go cups (same with the tables next to us). When I asked why they didn't come in the normal glasses I was told because they hadn't washed any glasses and this would be faster (15 minutes was fast??). I was rudely told that they are all the same size. Well then. We won't be back to this location. What a shame.
(1)
Bj H.
I'm sorry that people in Hampton Roads don't understand Steak n Shake. I moved here from Ohio where we have a Steak n Shake on almost every corner. I've been eating at this restaurant for 20 years. No one considers this to be a fast food restaurant. It is definitely a dine-in place with a convenient drive-thru window for those who don't want to dine-in on that particular day. In 20 years I only used the drive thru on one occasion when it was pouring down rain. If you're looking for a good burger and a great milkshake this is the place to go. Also, check out their chili. I am so happy to find Steak n Shake in this area. And at this one, the service was fast and pleasant. You have to wait a little longer for your food because the burgers are prepared fresh. That works for me.
(5)
Matthew P.
Avoid the drive-thru at all costs! Drive through for a milkshake at 7:37 hoping at even worst scenario I'd make it to my 8:15 movie on time. Since there's speed logs on the side of the drive-thru and a raised median with poles and little trees at the curve, I was trapped in there and wasn't able to get free until 8:09. I changed my mind and didn't order since I'd only been able to order for about a minute when I realized I was going to be late. This is ridiculous. Service is decent. Food is terrific, though!
(3)
Darius M.
The only reason they didn't get 4 stars is because of the wait time in the drive through. It'd beyond frustrating. The food however is pretty good. Don't care for their chili too much though. The staff is friendly.
(3)
Shannon I.
Once again this was the worst experience. Food was wrong, service was horrid, manager was unresponsive to our issues. This place hasn't improved at all. We will not eat here again. Go to Richmond or Virginia Beach. Much better experiences.
(1)
Kimberly C.
Friendly employees was a little mad that they gave me a messy milk shake and a lopsided cheeseburger but I employees make up for that
(3)
Vance S.
Only open for a few weeks now, it has taken off pretty well. GREAT menu selection for breakfast, lunch and dinner. Has that diner style inside with jukebox. Food was tasty. Ill be sure and update my review on my next visit.
(3)
Mityqwik F.
wife and I tried this place out and went away hungry. the burgers we got were so thin that when held up to the light you could see thru it.we are not on a diet .we will never go back again. Highly recommend five guys at least there you can get full
(1)
Nick T.
When you want a fast food burger this is the place you want to end up at. Best fries around, get them Cajun, you won't regret it
(3)
Sarah C.
This is not the place to go if you want a shake quick. 1hour 30 min later we still have not received our shakes.
(1)
Brittney P.
Being from tennessee, I grew up eating steak n shake. It was my favorite restaurant as a kid. So when I found out they were building one up here, I was ecstatic. What a huge let down this place turned out to be. The service is HORRENDOUS. I've been 3 times (thinking maybe it would be different) and each time was just as terrible as the last. The servers are terrible and rude and immature, and the manager that was there each time we were was just as bad. We were sat at the bar this last time, and waited for 15 minutes for menus. We finally had to grab someone and tell them we hadn't been helped. Her response was "well when people sit there they normally already have menus, so I thought you were take out." ..... well if you had asked, you might have been able to determine that a lot faster. She went to make our drinks, and then complain about us to her friend (we could see her and we were still within earshot.) Finally got our drinks and then our food shortly after. The manager apologized for how long it took us to get menus, but then she went and talked about us with the server and the other girl too. Super mature. We then waited for 25 minutes for our check (our plates were empty, as we're our glasses.) And had to ask for that as well. Needless to say I'll be making the drive to virginia beach and never going to the one on mercury again. They need some serious training, or just a completely new staff. Terrible experience. The two stars are only because I love the food !
(2)
Mark B.
Have been to this location about 5 times since it opened mostly on Sunday's at lunch time. Have noticed it diminishes in quality and friendliness of staff each time. The hostesses have no personality and are not friendly. They choose to not ignore those walking in. The way we were treated today was infuriating. Noticed about six groups ahead of us. Guess what, there was one group less after this experience. Number one problem here is quality of personnel. Get better help folks and your wait list will get longer. We will go elsewhere.
(1)
Guy E.
A monumentally unpleasant experience. Constant deafening noise. An unclean grill area makes me regret the decision to eat here. Like the ninth circle of Hell.
(1)
Alisha B.
Steak and shake is very unprofessional. Their service takes extremely long and there are also long waits in the drive-through I am literally sitting here for like 20 minutes. The only upside is the food is very good.
(2)
Rachel H.
We were so excited to see this restaurant make its way to Hampton, Va and have been extremely disappointed in the service on multiple occasions. Dining in the restaurant, the service was slow and the waitress was rude and very unfriendly. Going through the drive thru on a Wednesday night at 11:15, it took 25 minutes to get through the line and get our food. Terribly run establishment. We will not be back and have avoided it because of the terrible service.
(1)
Adam T.
This place just takes way too long to get any food. If I wanted to wait 30 mins for my food I would sit down at a nice restaurant
(1)
Jim C.
Had given this place many try's and my main complaint... SLOWWWWW! First time was a few weeks after it was open. Waited about 15 min in the drive thru and decided to leave. Second time there was only 2 cars in the drive thru so I gave it a shot. Took almost 20 min from the time I ordered to the time I got drove away. Food was good but not worth that wait. Whataburger and 5 guys would never take that long. Third time in the drive thru I had to repeat my order 5 times to the guy. How hard is it to understand no cheese??? Drove away. Fourth time I ordered online figuring I wouldn't have to wait for that. I didn't but received eggs that weren't cooked. Fifth time (last weekend) got drive through breakfast sandwiches and they forgot to put the egg on the biscuits. I've given them more then enough chances and I will not be back.
(1)
Kit O.
We walked in to managed chaos there were children everywhere ( totally expected ) extremely crowded yet they were very efficient about getting the tables cleaned. Our waiter was a delightful young man always had a smile on his face and a fantastic attitude. The food was very good, above the caliber of McDonald's but shy of a five guys burger. I really don't think you can go wrong with the steak and shake if you keep in mind it is what it is, Great priced meal and fun atmosphere :)
(4)
Zachary A.
So slow. I could have raised a calf to an adult, slaughtered it, and cooked my own burgers in less time it took for this place to prepare my food.
(1)
Scott G.
If I could give less than 1 star I would. I grew up eating steak 'n shake. This is not steak 'n shake, this is an expensive McDonald's. There is no structure here, no communication, no leadership. We came in today and waited 27 minutes to be seated, and another 45 minutes to get our food. Meanwhile there is a line inside the door and 34 minute wait times on tickets. Our food came out well done at best. I know steak 'n shake, this is a poor excuse. Do you're self a favor and save your money.
(1)
Darryl F.
UNDER STAFF. What'd 20 minute to sit down, another 10 to place order. 15 more for the food. Comparing this location to other I've been to. This location is under staff and slow.
(1)
Alex C.
I love the food and the prices but the service and sanitation was horrid. We had to wait 5 minutes just for someone to notice us to get us menus and a place to sit. After "checking" to see if the table was clean, the hostess sat us down at a table covered in crumbs and she didn't even check the seats which were covered in bits of straw wrapper and more crumbs. There was silverware on the floor and it looked like no one had swept since the morning.
(2)
Jason B.
I went back home to Hampton Roads to visit last weekend and was really excited to check this place out. I was not disappointed! The food was great! Burgers are kind of my thing and mine was prepared masterfully. The shake had such a clean taste and the texture was perfect. If you classify this place as fast food then yes the service may seem slow. However I think it is far from that classification. This is a restaurant and is run efficiently in my opinion from my experience. I will certainly return when I come home again in the future.
(5)
Amy B.
Never again! I grew up with Steak n Shake in the Midwest, and was eager to take my kids here. This restaurant is the worst run, managed and kept of it's kind! We stood at the front door for 17 minutes while we watched the staff come and go and laugh and talk amongst themselves-completely ignoring the line of customers waiting to be seated! Over half the tables in the place were empty AND dirty! The Steak n Shake in VB is better.....but the staff at both locations need some SERIOUS training/attitude help. Don't even try the drive thru- the cars didn't move in 25 minutes!!!
(1)
Waylon P.
I love Steak n Shake but this one has the slowest service I have ever had. I've been twice and waiting in the drivethru line for 30 to 45 minutes both times. Save some time and eat somewhere else
(1)
Deon D.
Staff was polite and courteous. Food was good! And the wait wasn't too bad. Even got a free extra shake because they accidentally made me 2!
(5)
April C.
Okay the first time I came here it was about 2 am and the drive thru took over 30mins with around 8 cars ahead of me Tonight it's 11pm and it took 28 mins in the drive through! Only 6 cars ahead of me, I find this ludicrous!! Both times the fries weren't even hot. The burgers are decent, but this place needs some employees that actually give a shit. I would have given 1 star, but the guy that handed me my food tonight was incredibly sweet, apologized for the wait and thanked me for my service (I was in uniform). Like another reviewer said, I hope the manager is reading these reviews!
(2)
Michael W.
9:00pm on a Sunday, very empty. Disappointing service, staff was rude and inattentive. Took over 25 minutes to get three milkshakes. Never delivered the side of fries we ordered. Food was okay but overall not worth the poor service. Would not recommend a trip, better off with other quick service restaurants.
(1)
Ken C.
This place is horrible. Service is the worst. 1 hour to get food and it's empty in here.
(1)
James C.
I say one star based solely on the service. I can't comment on the food because it has been 30 minutes and I don't have a burger yet.
(1)
Cody S.
The food is ok. Thats the only reason it gets two stars instead of one. The service is terrible. I waited for my milkshake and watched it sit at the front counter for at least 5 minutes until i had to go up there and get it myself. I've given them multiple chances...but after 4 or 5 visits...i've experienced enough.
(2)
Yamil R.
The food is good but the service was sub par last time I went. It was quite disorganized, orders going to the wrong table. I got my shake like 15 mins after my order. On a safety note, the floor was extremely slippery. Someone's going to bust their ass in that place. I felt very uncomfortable. If I ever do go back it'll be through the drive-thru.
(3)
Pat T.
I really like this establishment, but it needs some work. Management really needs to get on people's backs to make sure they are actually doing something, although this doesn't apply to everyone because many others work really hard to compensate for their fellow employee's laziness. My friend and I ordered burgers and shakes. Our burgers came out pretty good but our shakes never ended at our table. We saw our shakes where the wait staff picks them up at and our shakes were there for more than 15 minutes. One of the people behind the counter tried to alert our waitress to get us our shakes, but the shakes were already melted. She dumped them and made new ones, which was very sweet of her. After she made the new ones, our waitress still never got us our shakes and the manager apologized and ended up handing out shakes to us. The shakes were good although it wasn't as cold and didn't fill the glass like I originally saw it when it was on the counter. They do no do a military discount which is a no biggie thing, but service definitely needs help and food needs to come out as soon as it is done, because hot food should be hot, and cold food should be cold. and their October Fest Burger is awesome.
(2)
Jason F.
I can't believe it finally bring the west cost dinner to the east cost finally energetic atmosphere amazing prices great selection of menu items and creamy shakes . A great place you can eat without busting your wallet. Yum yummm
(5)
K J.
This place SUCKS! Don't waste your time! Beef Jerky in a bun...and waited 25 minutes for it! Soda was good!
(1)
A F.
Hands down best place ever!! I love this place in Richmond and when I found it in Hampton I was ecstatic! Service was impeccable and burgers and shakes were amazing!
(5)
J W.
Certainly not fast food. Too many kid employees goofing off and clowning with no adult supervision... Manager either clueless or incapable. Not what I expected.
(1)
Tim M.
I really want this place to do well, but after sitting for some time waiting for someone to come take my order, I left. If your staff isn't competent enough to serve people seated at tables, maybe you should retrain them. Oh, and while I wasn't being served, one staff member was leaning against the podium and staring at someone behind the counter while one other staff member sat at a table and ate.
(2)
Jeremy S.
DONT WASTE YOUR TIME. My wife and I ate here on 3 different occasions and each time the place was filthy, the service was painfully slow, and the food was so-so. On our last visit we asked for ketchup and the waitress brought us an empty bottle which we finally got corrected after about 10 minutes. Corporate should send someone to this particular location and see how bad this place really is. Managers are leaders and by judging from what I witnessed, you do not berate your staff, especially in front of customers.
(1)
Marc G.
They get two stars only because the food is pretty good if it comes out hot. Unfortunately, we had to wait a very long time for our food, over 30 minutes. For just my wife and myself. And by the time we got it was cold. They really need help getting their food out on time.
(2)
Jay L.
I love this place and I can finally enjoy it since we have our new locality. This is not gourmet. It is not sophisticated. It is a fabulous fast food/ chain dinner burger spot. It is mad busy since this location is new. Your service may be slow due to them being new and getting their butt kicked. However, when they hit their stride the service will improve. I am glad they finally made it to Hampton roads. Get you some.
(4)
Patricia M.
This was our first visit to this establishment. We were sat quickly and our orders were taken very quickly which was nice. Then after we finished eating we ordered two milkshakes to go. Things went down hill from here. We waited thirty minutes after ordering them and the waitress never came back. When she finally did she said "what shakes did you order again? I put them in the computer but I don't remember." Which to me means she forgot to put it in the computer. Then we wait another 15 minutes and a manager came over and apologized and brought us our shakes.
(2)
Nat B.
This is the third time prior to getting VERY SLOW service and food. The restaurant is 25% full and there is trash all over the floor. It took 3 minutes to get greeted after asking the manager. Another minute of waiting to clean a table. The food came out quickly and then we had to search the server for napkins and spoons. Never again will I spend a minute or penny here.
(1)
Robert K.
I visit a lot of different SnS in my travels and I can honestly say this is the slowest drive thru. 30 minutes is the norm after ordering. it should not be this difficult. No urgency at all, and yes, I understand food is made to order and I appreciate that. However, you can speed up that process by being better prepared. Makes me not want to stop. Love the food, but is s l o w.
(1)
Karen B.
Like others I was very excited to have a steak n shake near by. However, the service was terrible. :( My boyfriend and I waited over 25 minutes to be acknowledged, then the manager provided complementary coupons to cover our meal, went to pay and we couldn't use the coupons. Our order was completely wrong and on top of that, I got sick from the food. :(
(1)
David B.
It was my first and last time there. Service was horrible and it took just over an hour from when we sat down and got drinks. When asked the waitress if something was good she replied with "I don't like it I don't eat steak and shake".
(1)
Mrs B.
This location alone is going to ruin my love for steak and shake. They can be forgiven for the slow service the 1st month of opening but now it's just unacceptable. 10 mins to be seated in a restaurant with 2 full tables is ridiculous. Another 10 mins for a waitress to come to our table! Bathrooms dirty the last 2 times I came in. And the smell of burnt grease is overwhelming the smell of burgers and fries. Based on the looks on the faces of the employees am thinking the problem has got to be mgt. hope someone can come in and turn this place around. It's really sad!
(1)
David W.
FOOD: Great STAFF: Slow and un-motivated CLEANLINESS: Greasy floors, cleans table with same dirty clothe WAIT: Depends on time of day, breakfast no wait, lunch is a ridiculous wait, dinner hit and miss on wait times. Don't even think about this place on the weekends other than breakfast of late night. PARKING: Horrible DRIVE-THRU: Don't bother. OVERALL: This Steak n Shake is a dive, a bit dirty, some good staff some bad staff, some lazy staff, but the food is actually good and cheap. Shakes are great if you can get it before you eat half of your meal and when you get it, you're hoping it wasn't that one on the counter that was melting, oh yeah! It is the melted one. Still good though and on par with the other Steak n Shake's across the nation. Must be a corporate to run done a good thing. I'll still eat there though, TRIPLE STEAK and SIDE X SIDE SHAKE. YUM!
(2)
Merry C.
All I can say is the food was good. Saturday at 4 in the afternoon. Place was packed since it was just the husband and I we requested a bar seat. After being seated it was 15 mins before anyone asked if we had been helped. Drinks taken then another 15 min wait. We ordered a hot dog 6 minis and a Frisco melt. Annoyingly each mini came on its on plate. Over kill!!!!! The condiment dispensers were empty had to steal sugar for my tea and ketchup from another table. Place wasn't very clean and extremely loud had a phone call that I had to take outside due to the noise. We were in front of the grill and shake station. I will hand it to the men on the grill they were doing an outstanding job. The shake a service I'm glad we didn't order one. Servers had no clue which was which they sat on the bar melting 10 mins before even being checked for service. I'll stick to the drive thru. Maybe I'll try the dining room again in 6 months.
(1)
Shane R.
Absolutely awful...waited 45 minutes for a cold burger and fries...not worth going to at all....Smitty's on king street is waaay better
(1)
Khadijah M.
I went in and purchased a Oreo mint shake, it tasted like it has banana in it so I did not enjoy it as much...I am writing the review because of more of what I saw! There was a front of house Guy name Terrance...we was so polite and professional....engaging the guest walked around to the tables and I was really impressed so I wanted to give you a shout out to keep you motivated!!!
(5)
Efrem S.
This tops worst burger restaurant in Hampton Roads. It seemed okay at the start, but it quickly turned awful. The waitress was kind and nice, but when she brought over our drinks she dumped a full glass into my friend's lap. He asked her for a towel, but she looked at him like it was a strange request. She got everything cleaned up and apologized, we saw the manger speaking to her in the back. She brought us our food, but there wasn't any discount on the meal for the accident. What we assumed the manager was saying to her was that if she did give a discount it would be out of her paycheck. It bothered us, but we were willing to leave her a tip anyways. When we DID try to pay, they line was backed up to the door. Not because there was a rush, but because there was only one register open and a customer was disputing his bill. From what I could hear, they had charged him $20 for a milkshake and they didn't know how to put money back on his card. The manager was standing around looking at everyone, next to the other register. One lady walked up to him and had to wait until he would help. I came to him next to pay my bill and he walked away. When he came back, he told me to wait and walked away again. Meanwhile, the line is going out the front door by now. I was really tempted to walk out without paying, because he wouldn't take payment. When he finally took payment, he wouldn't hand me my card back until I finished filling out the tip. I was pissed and really irritated. I will never come back to this place.
(1)
Ruth B.
I Have heard so much about Steak 'n Shake how good it is, I went to the new Hampton Va. Location, I have never been so disappointed in my life about the quality of food received!, we went in around 4 pm on a Monday, not crowded. Ordered 2 cheese burgers with fries, the burger wasn't, even an 1/8 of an inch thick, aand wasn'ta full pattie! Pattie had circles of meat taken out, I bet if you held the pattie up to a light you could see through it, the fries were shoestrings and were over cooked and hard,like shou string potato sticks, I can guarantee you we will not go back to this place, I got more meat from a Burger King whopper jr. Or a single dollar burger from McDonald's.
(1)
C J.
The service was SORRY!! SLOW!! Too many kids working their. And the food was so horrible I tossed everything out the window. What a waste.
(1)
Sam W.
I have gone to get food at this Steak and Shake about 5 times One way or another it always manages to be an bad experience. My order was wrong 4 out of the 5 times. I only ever go because my gf still likes the place for some reason. They can keep their soggy hamburgers. Also, I sat in the drive through for 25 -30 minutes one time, no joke, only to be handed the wrong order, and I had to wait another 5 to have it corrected.
(1)
Danielle S.
HORRIBLE service. Sat in the drive through for 30+ minutes and when we came to order the server was SO rude. Her name was Victoria and she was obviously not happy to be working there. I would advise staff training of some sorts. They were also advertising that they had birthday cake milk shake with a huge sign in the front window & when we go to order it, they were out & she was super rude when she told us, like we should've known.. I won't be back here!
(1)
Sarah M.
Maybe I'm just not a big Steak and Shake person but the food wasn't anything to rave about. The service, even worse. Apparently this location is training a large number of employees. The restaurant was a large disorganized mess. No one knew how to seat guests as we added our names to the wait list. After about 20 minutes, I stood next to the hostess stand until we were seated. We were the only party waiting and there were several empty tables. The service continued to fall downhill. Our waitress took our order and we waited. And waited. And waited some more. Then we were surprised to see our waitress put her coat on and leave! Without acknowledging us or any of her other tables. After 40 minutes our food arrived by another waitress who, of course, had no idea what was going on. We ended up paying and giving this second waitress our tip. After paying, not before, the manager approached our table to offer an apology due to the crazy night and explained that she gave our first waitress a break because it's her second day and she was frazzled. It was a very awkward apology and we were just ready to leave. The ladies restrooms were also filthy with only two stalls and one being too unsanitary to use. I don't see myself or my family returning.
(1)
Theodore R.
These guys are idiots. for starters i asked for no salsa on my jalapeno burger. they put salsa on it. i also asked for cajun fries. didnt get those. and they never brought the milkshake. had to ask for it to go when we paid and still had to wait almost 15 minutes for it after we had already paid. do yourself a favor and dont go here.
(1)
Michelle P.
The Hampton Steak 'N Shake is serving up disappointment. Service was substandard. Management apathetic when we complained. Atmosphere was noisy and disorganized. Food didn't live up to the hype. Portions were smaller than those offered in a McDonald's Happy Meal (at least Happy Meals come with a toy). Only redeeming quality is that the hostesses were trying to compensate for all the other flaws. Expected better considering that we went at 2:30 on a weekday afternoon.Would give a negative rating if Yelp allowed it. This location is an embarrassment to the franchise. My advice on improving? Close and bulldoze. To dine here would be a grave miSTEAK.
(1)
David C.
I have eating at Steak and Shake since I was a kid and was thrilled when I saw they were opening one here in Hampton. First few weeks had the expected growing pains. Now that should be done but it isn't. Been there a few times recently and the food is great, the service is TERRIBLE!!! Walked out yesterday after waiting 30 minutes after my order was taken and still no food. When management is there it is terrible when they are not it is off the charts bad. Got behind two ladies who were waiting to put their names on the waiting list, the hostess took their name and just walked away to wipe off a table instead of taking my name, there was no one behind me!!! Another time they took our order after waiting 15 minutes for anyone to acknowledge our existence than took the order from the table behind us only to stop to bus a table before putting in our two orders. Than it took another 10 minutes to get our drinks, a water and an iced tea, just completely unsatisfactory. Won't be back to this one!!! When I get to the south side I will try the VA Beach site when it opens, hopefully it won't suffer the same issues as I understand it is owned by the same people. DON'T waste your time!!!
(1)
Sean M.
Came here during the middle of lunch rush Monday, and for the first time at a Steak n' Shake, I was in and out quick. I ordered the Triple Steakburger (probably 4-6oz of beef) with cheese and fries. Fries are shoestring style, a little thin to eat by hand in my opinion, but taste great. The burger itself is great, definitely seasoned just right. The cherry Coke was also great. Overall, this one is much better than the Virginia Beach location, and I will definitely be back.
(4)
Joe M.
First time at a steak n shake and honestly I'll never be back. The place had four occupied tables, yet we had to wait 15 min to be seated... Because every other table was dirty. The floor was dirty the people were dirty. It was just gross. The female that sat us, was wearing a tight white shirt (No apron) that was food splattered and we later noticed the bottom buttons weren't closed. I'm not against overweight people, but when your gut hangs out at a food place... Not cool. We eventually got service and the food was ok, mediocre at best. We didn't get utensils, or regular cups ( we got to go cups) and no napkins. When we left the table behind us that was dirty when we arrived... Was still dirty. Don't go here if you care about germs or cleanliness.
(1)
Tim C.
First time going to Steak and Shake and it seemed as if every waitress was hostile. We got a table, our waiter ss (K.P.) proceeds to take our order. Milkshakes come out first, taste great. Wait 20 minutes, finally our food comes. Food wasn't bad either. However, we got our ticket and I decided to order a chili dog. I was met with some kind of attitude when I ordered and somehow she made my order to go even though I did not ask for such. Also our waters were taken away from us when they were only half full, despite two empty milkshakes sitting on the table. Finally, when the hot dog got to the table, I was stared at dead in the eyes and the bag set in a pissed-off fashion right between my hands. Seriously? And then she took off, never to be seen again. That being said, if you like good food? Go! If you like piss-poor service, also go! The slowness is equally as bad. Just all around meh.
(1)
Danielle M.
First off the food was good, I had one of the specials, double burger with fries. Love those tiny little French fries. Sadly that's where the nice words stop. The place was fairly dirty, not disgustingly dirty but the floors were in bad shape. The service was very slow at first, took the girl 10 min to get our drink orders, after that everything went fairly fast. Until it came time to pay the bill, seriously waited in line 20 min to pay, if we had cash on us we would've laid it on the counter and left, but sadly we didn't. Anyway maybe I'll try this place again in the future, after management notices the reviews and changes some policies.
(2)
Rose M.
Not the best service today. Not sure who's to blame but, after we did get our food. The waitress never stopped back by even though she knew we were ordering shakes after we ate. Our drinks were never refilled. We never got side condiments we had requested. We were not asked how the food was, if we needed ANYTHING. Ahh, napkins, refills?? I do enjoy going here but service was not so good today. However our food order was accurate, hot and everything we ordered (minus a side of blue cheese). I will be back I'm hoping it was a just the crew working on a Thursday or the afternoon crew. The manager never even stopped by, guilty much? Finished our meal off with some milkshakes. Half off Monday - Friday! Not too impressed with those either. I had a lot of ice chips in my shake and my husband's was a weird consistency. We didn't complain.... and will be back BUT today was not a good day at Steak and Shake.
(3)
Aimee J.
The food is good but the service suck and they are S-L-O-W. I have gone here at different times and even when the restaurant is empty, they still are slow. Once we got seated, we had to wait about 10-15 min for our waitress (mind you, there was only two other families there) We placed a drink order and we didn't get it at least 10 min later (maybe longer). Food is decent but nothing to wait around for. Hopefully these guys will pick up their speed and improve the place.
(3)
Ijene L.
This place.... Smh...Has such potential. Because the food is yummy and the restaurant is 50's kitsch and lively. UNFORTUNATELY.... the service is SO craptacular that I will NEVER dine in again. I walked in this joint, and it's brand spanking new to Hampton, so of course in Hampton roads when ANYTHING is new there's a ton of ppl. Not here. Drive thru was crazy, inside tho, it was normal. I walked in and the table of "on break"employees just stared at me until I said, well I guess I'll seat myself. Then someone followed me to the table. Several ppl took my order, and several ppl forgot something each time. Patty melt, wrong fries, right food, forgot coke, milkshake ... what milk shake? The menu is cool, so affordable and the food is GOOD. Great Patty melt and sea salt and cracked pepper fries! The staff is the downfall. EVERY ONE except for the well meaning but visibly overwhelmed manager is not old enough to drink but they clearly drink anyway because that sluggish, no hustle, teenage thing is ABUNDANT in here. Not that they weren't nice. Just looked like they were playing rock paper scissors to see who had to get up from the center table and take an order. Dine in fast food took over an hour in total. I ordered a shake.... it took 17 mins to get. REAALLLLYYYYYY? Smh tasted good but WHO the frick cares after 20 mins? It's ice cream and milk not splitting atoms in Helsinki. Anyhoo, I won't be back to this location. :( If you bother, I'd say drive thru only and expect a wait. **HONORABLE MENTION to John the manager who apologized profusely for his staff and doubled as manager and waiter, poor guy. My shake and coke was comp'd to make amends for the slow service** Smh
(2)
J David H.
I have purposely avoided this location because I knew it would take a while for the mob scene to clear out. As well early reports were on the negative side. So why not allow some more time for things to work out, which I did. So recently after around four months from opening day I popped in. It was busy, but my son and I located seats at the bar. I did not get as good vibe right off the bat that they were running smoothly. The wait staff seemed to be stressed out and pressured. The drive thru line was half way around the building when we entered. A nice young man did wait on us quickly and smiled. Shakes took a while to come out, but it was the happy hour shake time when they were discounted. So I let this go. I watched at a few managers talked to the side and did not seem to be managing the chaos. I elected to use the restroom while waiting for the food and was appalled. It was dirty, graffiti was on the walls and the one stall had a stool fool of vomit. I walked out and reported it to the three managers still in a circle talking. I know I should have watched to see if anyone immediately went in but I didn't. So I have faith that the problem was addressed. The shakes were out when I arrived back, but no food yet. Within around 15 minutes the food came out hot and delicious. Nothing wrong at all with food, or shakes. We were in a hurry and let our server know this, but I do not think with the crowd fifteen minutes was unreasonable. However, the line to check out was. It literally was almost to the door with one cash register running. I let our server know as we were getting close to finishing that I would like to put my card in line now if he was allowed. He did not ask a manager and took it upon himself to do it even though I know it's not policy. Within in a few minutes he brought the ticket to me to sign and pay. The staff person earned my respect on doing this because we really did need to push up to Newport News. The clientele at this location to say it nicely is a little scary. Not everyone, but a majority seemed to scrape a few bucks together and come off the street to eat in here. A man beside us looked homeless and ate like an animal. Maybe is the Happy Hour shakes that brings them in at this time, I don't know. I can't return to this location any time soon. Now that there is one in Virginia Beach I will try to give them business. It's completely out of the way, but it has already proven to me in a few visits after just opening that they are well managed.
(2)
Jacqueline M.
Worst service I've ever had. Our water took about 15 min . Shakes took about 40 min. My son spilled and the hostess just looked at him until o told asked if she could give us something to wipe the table with. She left for 15 minutes I went to bathroom to get towels and they were all out. Took another 30 to get our food. We asked for mayo and ketchup and she never brought any out
(2)
Alex P.
The staff is super busy, the drive through is painfully slow at lunch, and the floors inside could double as an ice skating rink----no kidding it's like sledding on grease. Negatives aside, they do crank out some decent burgers at a very affordable price. Will give another star once they take a mop to their floor
(3)
Michael M.
Went in for two milkshakes, took them 30 minutes to make when it wasn't even busy and when we finally received them, they were warm and melted. I'll never go here again, service has been terrible since this one opened.
(1)
Bruce J.
This was my first visit to any franchise of this chain. The food was pretty good, and the place was new and clean. The 50's era music was a bit too loud; I had to ask the hostess to repeat herself twice in order to identify what she was saying. We were seated and served promptly and the food arrived pretty quickly. I'm not a big fan of shoestring fries since they cool off so quickly, and that was true today; the Cajun seasoned fries were still not bad even tepid. The burger was good; I had the BBQ something burger; my colleague got the Cajun burger which was also pretty good. I didn't try the milkshake but the iced tea was fresh and sweet (once the waitress remembered to bring our drinks; we had to remind her when she brought the burgers). The worst part was trying to get more napkins. The messy burgers and dusty-with-spices fries left our hands gooey and dirty, quickly saturating the one napkin apiece we were issued, and there were no napkin dispensers on the tables. Getting the attention of our waitress was impossible as well that of the asst manager, who kept walking past our booth but not looking. After ten minutes we finally got his attention and, several minutes later, a pile of napkins. Both meals were around $6, so I guess you get what you pay for. Everyone was pleasant and the place is new and clean and fairly popular. There seemed to be plenty of seating and no line at noon on a Thursday. I might go back, but maybe not.
(2)
Marlene M.
I checked this place out and it stays PACKED. I liked their foods and they were reasonably priced. Our waitress Brittany was superb, although she was the only wait staff for like 10+ tables. So our service was sort of slow. We are a fan of their shakes, so we will be back! Food - Great Prices - Fantastic Service - -EXTREMELY SLOW Parking Lot - very crowded and not enough to accomodate This is a bad location for this restaurant; they should have built it on a wider/bigger lot.
(3)
Cory N.
Lots of hype around this new establishment... Waits of lines wrapped around the building both for drive through and sit down. Perhaps others found a better visit. But my one stop cheat meal, I felt like I wasted a meal and my time. The problems here are seemingly long. I feel like the amount of staff working is the same amount or more of the fire code for the restaurant. I mention this because it really begs the question why tables sit uncleared from previous guests. Floors are muddy on a sunny day. Food and service taking an unusual amount of time. The long wait to seat when empty chairs and table beg for seating. I ordered the royale burger. This comes with a overly fried egg and rubbery bacon on two ground steak patties that reminded me of an odd McDouble. The fries were cold and unseasoned. The milk shake was only mixed on the top half and took over 30 min to prepare. Go if you must. But there wasn't anything that made me want to return. I hope management can change so that these items can be addressed. Good luck.
(2)
Bill B.
Great service! Best food for the price in Hampton Roads! Terrence was our server. Couldn't have asked for a better server. I rated this location low when it first opened as, in my humble opinion, the employees didn't seem to care. Things have changed for the better and I commend management for the turn around. This family will be back again very soon!
Takes Reservations : No Delivery : No Take-out : Yes Accepts Credit Cards : Yes Good For : Breakfast, Brunch, Lunch, Dinner Parking : Private Lot Bike Parking : No Good for Kids : Yes Good for Groups : No Attire : Casual Ambience : Divey, Casual Noise Level : Loud Alcohol : No Outdoor Seating : No Wi-Fi : No Has TV : No Waiter Service : Yes Drive-Thru : Yes Caters : No
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Dennis R.
A wise man, Mr. Miyagi, once taught us that a man who can catch a fly with chopsticks can accomplish anything. I am sure that is true. I'll add eating shoestring fries with a fork to that list of truism's. I am not sure where to go with my write-up. I sat and read through several of the Yelp reviews while waiting for our food. I doubt I can say much of anything else that has not been said. We ordered the 4 buck burger plate, and a large order of onion rings, to split. We both had special requests (me, no ketchup, add mustard; she, no onions, everything else). We both got my order. While the XYL glared at me, while she pulled onions out of her mouth, we made the best of things.... Steak N Shake is in between McAwfuls/ Burger King and Wendys, and Hardee's, our local mom and pop's, What-a-Burger and Smitty's Better Burgers, and the king of that particular hill, Five Guys. Frankly, based on tonight's visit, I would file this place in my Zaxby's drawer and move on. This location needs a Undercover Boss visit in the worst way. Service was slow, and the cars in the drive-thru line looked to be sitting on 4 flats. Despite the less than stellar experience, we decided to try a return visit, as the POP advertising for their shakes and hot dogs looked interesting enough to have us try a second time. One reviewer did hit something directly on the head. We sat by the front door, and did not have too much trouble getting around. After we checked out, and started for their side exit door, each step we took, closer, to the kitchen exit, made out shoes slip and slide more and more. Maybe snowshoes would be appropriate here. Just an observation here: Maybe Corporate, and the local management need to peruse through these Yelp reviews. Service is horrifically slow. The Drive-thru is at a stand still. The floors are slick as oil covered ice. And on and on and on... Duh... No military or Senior discounts are offered. Dunno. Not impressed, all that much. Could have some potential, We still have salads, hot dogs and diary stuff to try. As far as their Burgers, and those toothpick fries go? Meh. I'll head for Smitty's for those. Besides, I will not need chopsticks to eat their fries. Your mileage may vary. Mine did not.
(2)Paul S.
Very very slow drive thru, if you're in a hurry go to McDonald's . This is the 4 th trip and it just hasent gotten any better
(2)Paul A.
When we heard that there was a steak and shake in the Hampton Roads area, my wife and I got really excited. Me being a new fan to the chain from our half country travels, thought it would be an amazing idea to pack up the wife, cross the MMMBT, and get us some...boy was that ever a mistake. When we arrived, we noticed that the line was nearly double wrapped around the building. We chalked it up to still being fairly new restaurant but soon we realized that it was the slow service at the drive though. We ended up waiting 35 to 40 minutes just to take our order!!! When we finally arrived near the drive though window, we noticed the car in front of us, who at this point received their meal, decided to spend an extra 15 minutes chit chatting with the woman who was working the drive though. After that incident we finally received our meal. Contrary to their slogan of having fresh well prepared food, we received a cold meal and burnt hamburger patties. If anyone reads this. Do not waste your time or money here. We have tried it several times after just to make sure that it wasn't a fluke none of which turned out much better.
(1)Xavier C.
Went here on a whim to try this place out as a lot of people raved about it. I was thoroughly disappointed. First off, a co-worker and I came here for lunch break. It was a bit rainy outside and the first thing I noticed was OMG the floor was slippery. Not just "hey it's a little wet, watch your step" it was more of "danger, ice ahead". This just told me that they don't clean their floors often. To be 100%, the "oil slick" was everywhere. It was disturbing as even the staff with their non-slip shoes were slipping around. Quite brutal. As far as ordering, we both ordered a shake and we both got a $4.00 special burger combined with a side order of chili fries. The shake was very good. It still had oreo chunks in it and was exactly what I would expect from a shake. However, the disparity between the shake and the food was ridiculous. The fries visually were subpar, quantity low, and the quality of the burger was "meh". Now don't get me wrong, I get the prices probably warrant the food taste, but this was just terribad. I'd honestly pass on it if they offered the food to me for free. On top of that, the service was beyond subpar. It took forever to get served and orders taken. In just the time from order to receiving food, comparatively, we could've gone to a mexican place and received our food, eaten, and almost be home. Yes, it took that long. Then when it came to thing like "extra water"... well that was non-existent. Save yourself the time and money and pick somewhere else. This place needs a lot of work and with all the competition in the area, it's just not worth going here. Food Taste: Main food - 2, shake - 4 Overall Service: 1.5 Value of food to cost: 2 Facility: 1 Repeat customer: no
(2)Julie M.
Food is always fresh. They do get very busy and sometimes customers get annoyed . Best time to go in between lunch and dinner 2pm to 5pm. I love 5he flavored fries, steak burgers and who could live without a strawberry shake. I recommend this place to anyone. Try to remember good stuff at a great price is worth the wait.
(5)Janice L.
My first time dining in at this location and after being seated, we had to wait a good 15 minutes before I got agitated and asked a waiter who walked by our table to see a manager because nobody had acknowledged or approached us. Some woman (manager) comes over and doesn't offer an apology and only says she's just getting there and not sure who's responsible for my table. Another several minutes go by before a waitress finally appears but never apologizes for her delay in service and so it was at that moment I knew her tip was a big $0.00. We ordered and our food took way longer than it should have and was finally brought by someone other than our waitress. It took her a good 10 minutes after our food was served to approach our table and ask if everything was okay and asked if we needed anything. Customer service is definitely lacking here and that doesn't sit well with me! The food was okay but because of the poor service we received, I couldn't enjoy my burger as much as I normally would have and just wanted to get out of there!
(1)Jesse C.
Our waitress was kind. She was one of the few pulling weight. She was super stressed obviously because this location was severely underprepared for the amount of people they'd get. Our food was ok. However the kitchen botched my order and gave me the wrong burger. I think corporate should step in and give this Steak 'n Shake some proper training. Love the chain.. But this location needs some TLC.
(2)Kris D.
This review will be short and simple. I waited in the Drive-Thru line a long time, and the line never moved. Several minutes passed, not 1 car moved. So I drove over the curb and found a parking spot. I thought "I'll just go inside, surely they are faster in there". They were fairly busy inside, but not packed. Well, I sat down at the bar thingy and proceeded to try and get the att'n of 4, 5, 6 different folks to place an order. After a few minutes being ignored at that, I quit trying. After about 15 more minutes of sitting there and feeling like "The Invisible Man" as countless workers walked past me and other ticked customers in a hurry to nowhere, I said "(Expletive)" this! I can't rate their food. After spending near 30 minutes there, I never even got an order in. Service was inefficient. Out of control. Watching the chaos is only entertaining for 10 minutes or so. --- If you come here, bring food and water rations with you to hold you over until you finally get fed! --- I'll wait until the Virginia Beach location opens in a couple months... Hopefully the Va Beach location on General Booth Blvd will be better run. My gawd....!!
(1)Nancy H.
I would like to give this place a 4 food wise, but the price bumps it up to 5 for me! They have a huge menu of $4 meals which are the perfect size and obviously perfect price. The steak burgers are yummy and there are endless options. We tried chili cheese fries as a side-YUM. We didn't get shakes but they looked yummy and they had soo many flavors. Open 24 hours which is nice also.
(5)Carrie L.
I upgraded to two stars. Corporate.. You must get involved. We live in an urban and diverse area and you're gonna tick off the wrong peeps waiting for food. Just sayin... But YOLO right?! One star for the lovely drive thru cashier who took our order. She was very pleasant and used complete sentences. So rare in fast food. Another star cause that caramel apple shake took years off my life and I'm happy about it. That puppy was the bomb dot com. setting the scene: the line was only a wrapped around 1.5 times the building. Got there at 12:25 and didn't leave drive thru until 1:05. Fast food should be fast. Hell. Shoot for ten minutes but I missed an episode of Judge Judy for this. Just should not happen. You people have got to get it together. When you wait 40 minutes for food then you expect it to be hot and tasty. It wasn't. My burger bun was chilly. Not warm or anything but actually cold. The burger meat was also cold because of the bun. I really wanted to like it after all this hard work to get it. Good luck to y'all. Too many kinks. People can be harsh on Yelp but this place has some of the worst reviews in a short period of time I've ever read and has been two of the worst service experiences that I've ever had as well.
(2)Whitney K.
I have never received such poor service! After not being acknowledged for 15 minutes, I said something to the lady at the register who sent out waitress over...she did not apologize for the delay. Another 20 min and our waters finally arrived. This is not right rocket science, folks, but food was delivered at the 1 hour mark...and they managed to screw up a BLT. Unapologetic all around...and they even had the gaul to rip the survey portion of the receipt off that they brought to the table. Never again!!! The only upswing was that the manager apologized at the end and did comp our meal...
(1)Rudy C.
Bomb burgers! This was my first time to a Steak and Shake and was pretty good grub. Ok so you may know that im lactose intolerant so i couldnt partake in the latter namesake offerings but undetered i mowed down my burger and fries with ease. I ordered the special this month, the Oktoberfest. It was quite yummy and filling. I opted for regular fries but there are other options to spruce them up. I would give this place 5 stars but the service is lacking, this place is kind of small and the drinks could be better. Besides that the place is great and you cant beat the inexpensive prices. Come here for good grub good prices and general good times!
(4)Chrissy S.
I'll start out by saying the milkshakes are decent. The burgers are good too if you want a crispy, teeny tiny patty. If you're looking for decent customer service, RUN. Rudest staff I have ever seen. This place would be great if they fired all the rude staff and hired people who care about their jobs. Milkshakes are worth it if you can handle terrible service.
(1)Catrina E.
I went to get milkshakes and it was a horrible experience and the worker had a nasty attitude when I asked for a cup holder I had 5 milk shakes to carry
(1)Booney M.
Food was fair and your able to dine in which was a plus. The customer service and professionalism was at a all time low. A couple who was seated expressed to me "You need to get ready to wait and eternity we have been here for over 40 minutes waiting". We waited about 10 minutes to be seated when there was plenty of available seats. The food was acceptable for a fast food restaurant. The issue was the customer service and cleanliness. Once we received our receipt we waited 15 minutes to pay. As we're at the register you can see how unorganized and dirty the kitchen was. The manager didn't lead his staff in the right direction. I had high hopes for this restaurant and they let me down. I won't ever try this location again they need to take some customer service and organization lessons for the great people at Chick-fil-A!
(1)Marcus B.
Yup i am a fan. Great choices of burgers and I love their shakes. So many to choose from. I will be back in the area again very soon.
(4)Cathy S.
Don't go to steak and shake. The service is terrible the management is pathetic and severs are the very unresponsive and don't check on their customers and show any compassion for there customers.
(1)Ca M.
Decent food.. Bomb milkshakes BUT the hiring manager needs to be replaced because all the employees I came in contact with gave terrible service!!!! Special shout out to the lady named Pebbles that worked there... She was our server and the worst!!!!!
(1)Kandace H.
I have tried this place twice. Once in Richmond and today on Mercury. The food was not great but the service was worse! Four of us went. We waited about 10 minutes for a seat. Upon entering the manager said good idea bringing a jacket... I am normally hot but I'm this instance I was a popsicle! We were directly under a giant vent and it was so cold I was shivering even with my jacket on. I did request to turn up the air and he did comply. That's the best thing I can say about this place. Our server got our drink orders and brought them fairly quick. That was the last time we saw her for quite a while. Finally after ordering we got our food15-20 minutes later, which was sub par. Then we asked for silverware, napkins, catsup and mustard. We waited 15+ minutes and still nothing. I asked another person for the same, them another and another. Finally we got it and of course our food was cold. Having been a server I understand that you can get in the weeds, however, it turns out our person was texting in the bathroom and isn't silverware standard with meals? My advice, AVOID this place. Unless of course you enjoy bad food and horrible service... Would have given it 1/2 a star or none of I could.
(1)Mach S.
I would really love to give this Steak n Shake a great review, but sadly this one is pretty much as bad as most of the other ones I've eaten up and down the east coast. I really do like SnS, but it seems they all suffer from the same thing: poor service. It really shouldn't take 1.5 hours to eat fast food, but it took that long to get seated and to wait on our food. Cars were wrapped around the SnS, which should be a sign to anyone wanting to eat there to stay far away. This SnS does just like all the other SNS I've eaten at and makes their dine-in customers wait while the kitchen staff pushes food out the their drive-thru customers first. So we ordered our burgers and shakes and waited and waited and waited. When our food finally arrived it was cold! Obviously, the food was cooked and then waited just like we did. We asked for our shakes and waited. We asked the manager (twice) for our shakes and waited. Finally, we gave up and went to Sonic for our shakes. I recommend that SnS shutdown their drive-thru or close their dine-in portion of their restaurants, because they are doing both poorly.
(2)Eugene H.
The staff is very slow. It took them over 20 minutes to seat is. There were empty tables with food from previous guests sitting on them from the time we got our pager till the time we were seated. The floors are disgusting. Guests are waiting for extended periods with out being greeted to be added to the waiting list. Guests are asked to wait even to be seated at the bar that has numerous empty seats. The staff got tables mixed up and the manager brought my table the wrong drinks and food. Staff argued about sweeping with manager in front of guests. The manager had to refill our drinks. We only saw our server twice when she took our order and when our food was brought out to us. It took 10 minutes for our food to be brought out to us, which isn't bad! The staff was overall polite and the food was displayed well and tasted great! I have attended steak and shake establishments in Florida with nothing but positive experiences. This is my first non-positive dining experience. I would come back if the staff was more vigilant in seating and taking care of guests.
(2)Rachel C.
I was so excited to finally try Steak n Shake! I had heard such great things. I'm not sure if it's just this location or the restaurant itself but what a let down. A friend and I went for lunch on a Thursday around noon. The parking there sucks and we had to park in the hotel lot next door. Waited probably 20 minutes for a table. I ordered the horseradish burger and my friend wanted the western BBQ but with just a single patty (it comes with two). Our waitress who had an attitude from the beginning said she could have that burger with a single patty for the cheaper burger price (it's like 4.99 for a burger and the double was 5.69 or something). We also ordered milkshakes. Mine was s'mores and hers chocolate. Delicious and the only good thing I have to say. When our burgers came mine was missing the onion straws. I sent it back to the extreme annoyance of our waitress. She brought it back immediately. Seems all they did was shake some onion straw crumbs on it and slapped the bun back down. The burger had so much horseradish it was all I could taste on a small bun that reminds me of a mcdonalds kids meal cheeseburger. The fries are the thin greasy kind. Seasoning (garlic parm) is extra but doesn't do much for the fries. When we received our check, my friend was charged for the double patty and it the cashier 5 minutes to fix it. The register is placed at the bar area but if there's a line everyone is standing in the middle of tables. Not worth me driving to Newport News and I wouldn't stop even if I was traveling through again.
(2)Joe M.
The place is unclean and the service is super slow. Avoid this steak and shake. It is not a good representative of the chain. It needs better management.
(1)George H.
It took someone 5 minutes to take our order and that wasn't too bad but 20 minutes to get our order and by then the food was at room temperature barely and the only time our waitress ask if we needed a refill and napkins ??? You'd think napkins would be at the table but after 15 minutes and two trips by her to bring customers their shakes she arrived but by then we were finished and paying the bill when asked how everything was I told the cashier and she acted like she didn't really care the question was just a formality
(1)Clair M.
I first discovered Steak and Shake in Greensboro. I loved it then and I love it now. Seems like this one was off to a rough start. Hey calm down people. It's good and popular and you are going to have to wait. End of story. I found the employees pleasant and well organized and hard working. I found that a good time to go is around 3 pm during the week. We went at 2 and it was still pretty busy but when we left at 3 there was no wait and a few open tables. Go check it out. Calm your ass down, breathe deeply and enjoy this great food.
(5)Tasha N.
Used the drive- thru at 9:30pm on a Tuesday and it was slow. I spent 12 mins waiting on my order from the time my money was taken. When I finally received my order half of it was cold. I may return not sure yet.
(1)Jonathan M.
Slow, slow, slow, slow, slow, slow, SLOW It actually pains me to give them a one star review because Steak 'n Shake is my favorite restaurant and I have been wanting one to come to Hampton roads for more than a decade. Short version is we had tickets to frozen on ice at 7pm. We got to Steak 'n Shake at 4:45 and we were LATE to the show! We had to wait about 25 minutes to be seated, but then we waited over an hour for our food. My kids ordered shakes but I had to get them in to go cups. After about an hour had passed I told the server that we had tickets to a show and asked where the food was she she slowly checked on it and said the burgers were up but they were waiting on fries. Our burgers were cold. Didn't have time to even speak to a manager because we had somewhere to be. They also brought me the wrong shake. Horribly disappointing, this location is a joke.
(1)Regina F.
The food was good and the shakes but man o man was the service slow. Waited about 15 minutes to be seated (which was fine). Ordered our shakes first but food came out before the shakes. Not to mention it took 40 minutes to get our food. The server came to our table at least 4 times to ask us what type of shakes we ordered. Actually got the shakes after she gave us the bill. I don't know if the place is still too new or what. The floor was nasty. I just think they don't have enough skilled people to efficiently run this place.
(2)Danielle K.
I'd give this place zero stars if I could. Once upon a time, I was a regular at Steak 'n Shake, but I lived in Florida then. There, they actually run them like a business. I arrived with my family after a long trip, hungry and ready to eat. We were sat by the hostess and given menus but not provided with silverware. I asked her if they had an allergen menu and she said she didn't know, but that she would ask the manager. She came back a few minutes later and said that they didn't have one. Really, a corporate restaurant that doesn't have an allergen menu? My rear end. They have a lazy manager and untrained employees... That's what they have. I googled it and within seconds I was looking at their allergen menu. I am honesty surprised that they don't have gluten free buns (I guess I'll be sticking to Red Robin from now on- they have great ones from French Meadow Bakery that I don't mind paying an extra buck for) A few minutes later, a girl showed up at our table and asked if we had been served yet. We told her no, and she said, "Than I'll be serving you today." She did not even introduce herself (do these people not have sections that they just randomly walk around and take tables?) she asked what we wanted to drink and we told her. Then she asked if we decided what we wanted to eat. I said no, and that I was looking at the allergen menu to decide. She got an irritated look and tone of voice and said, "You don't know what you want to eat?!" As though we were inconveniencing her. I continued looking over the menu and about five minutes later, we got our drinks. At this point, we have been there for nearly fifteen minutes and are just getting our WATER. We didn't order any fancy hand dipped shakes that would have taken time. We gave her our orders and then waited... And waited... And waited. 20-25 minutes later, out waitress comes back with a tray. She set my husband's food in front of him, gave my daughter her hot dog with no side, and set down my fries in front of me. I had ordered fries and a taco salad with beef. My daughter's side was applesauce. The waitress informed me that they did not have the beef for the taco salad and asked if I wanted chicken. We waited this long for our food, which is really just glorified fast food in a loud, annoying environment, and you couldn't tell me prior to serving our food that the beef was out, they didn't even offer to throw a steak burger on top, they just didn't bother to make the salad. I declined the chicken and said I would just eat my fries. I had asked for a little of the salt and vinegar seasoning in the side in case I didn't like it, and it didn't come. She came back a few minutes later with a small plate of fries and said that since they were out of applesauce, she brought fries instead. Who does the food ordering around here that they are out of everything? Perhaps they should fire the manager and actually TRAIN SOMEONE to run the place. After my fries were eaten, the waitress came back with the seasoning that I had asked for when ordering the rest of my food, as if somehow it would be useful to me without any fries. Brain, anyone? There's one for free in Newport News because this server isn't using hers. When the server brought our check, she attempted a half hearted obligatory apology and ended with, "You should really come back sometime and try that taco salad because it really IS good." I used to be a server in Orlando, in restaurants much busier than this one, and I never neglected my tables. In the 14 years I have been visiting restaurants and paying my own checks, I can honestly say I have only stiffed my server once, and it was 10 years ago in Kansas at a Bennigan's where we were left for an hour without food and the restaurant was nearly empty, and I had to walk into the kitchen to speak with the manager (much to my husband's irritation, I usually even tip servers who give us poor service; I just tip them less. That night in Kansas and tonight in Newport News are the only two times when I have given no tip at all, and it was appropriate not to given the circumstance.) I ABSOLUTELY WILL be contacting their corporate office to make my complaints heard. This establishment may be new but it is already time to clean house and hire new staff that actually act like customers are important. Always remember folks... No customers, no job. An hour and twenty minutes after entering this establishment, I left... Both hungry AND angry. I WILL NOT EVER GO BACK.
(1)Adhley C.
Came in around 10pm to get a couple of milkshakes after dinner. Our waitress was nice, but our milkshakes were not. They were very watered down, like there was too much milk added and not blended well enough. Probably won't be going back for milkshakes.
(2)David M.
I've never seen a steak n shake that doesn't have 24 hour dining and that's my biggest complaint here. As a result I hardly go here. Waiting two plus hours for a burger and fries is insane. I love steak n shake but I work late and like to sit down and eat after work, being this is no where near my house unless I eat in my car after waiting through a ridiculous drive thru I can't eat here. I don't understand the logic when within two miles are Denny's, Ihoo, and two Waffle Houses all of which offer 24 hour dining. Staff is OK at drive thru but given the insane wait times during the day I can't review the inside.
(2)Cliff H.
I gave Steak n Shake 1 star because the food and shakes are good, but everything else at this location just sucks. I've visited Steak n Shakes in Ohio and Fredericksburg, VA in the past, so I was excited when I saw the "Coming Soon" sign posted out on Mercury Boulevard. Like when the Cookouts started popping up in our area, I knew there would be a frenzy for Steak n Shake as they opened, so I gave them a couple weeks before we stopped by for lunch. The first visit was bad, but I had hope so I went back for a 2nd visit a week later. Ugh. Like another reviewer said, the problems with this Steak n Shake are seemingly endless. The one bright spot is the food (simple as it is) tastes good and is cheap. Everything else just plain stinks. First, the service is horrible. I have never experienced such lame and inattentive service from managers and waitstaff in my life. Really. They are busy, but c'mon, not THAT busy, especially when we saw 3 or 4 "managers" and a dozen waitstaff on duty both times we visited. We waited 10-15 minutes after seating before anyone came over to take our drink order on both of our visits. On the first visit - the waitress asked my NINE YEAR OLD daughter and I if we were paying "together or separate." What? LOL. On the second visit - the waitress came over and just looked at us without any introduction or question. I guess I was supposed to just start ordering when she looked at me? Our food came out pretty quickly on both visits, but that shouldn't be hard... we're talking about FAST food here. On our 2nd visit, it did take 45 minutes (you read that right) to get our milkshakes. We had long finished our burgers and drank all of our water (because the waitress forgot to bring refills... I guess) before our shakes arrived. A manager came over and asked how we were doing, maybe because we were taking up his table for so long? Because certainly he didn't give a crap about our wait. But at least the burgers were decent. I had a triple-stack the first visit and a Frisco Sandwich the second visit. They were cooked the way there were supposed to be and the fries were kind of skimp, but hey, why would I expect better at this point? I've had a waitress ask my elementary school aged child if she's paying for her meal and I've had to wait for the Shakeologist to go out to the Dairy Farm and milk a cow to make my Caramel Apple Shake. Maybe in a few months the managers will be out of the weeds and stop wandering around like zombies, so this Steak n Shake will actually be worth visiting. They are desperate for some organization. Right now, though, you'd be better off driving up to Fredericksburg and going to that Steak n Shake.
(1)Meredith S.
Firstly me say that I am a Steak & Shake addict. I was so thrilled that they were opening a location closer to my home. I was really optimistic as this was being opened by the same franchise owners that run/own the fantastic Fredricksburg & Richmond locations. We waited several months to let them work the kinks out, but we needn't have bothered. Everything you've read from other yelpers is true. Horrible service - the hostess tonight was particularly rude, like we were bothering her by walking in the door. I've watched no fewer than 3 servers walk away from their tables rolling their eyes. The floor is greasy and gross, so is the bathroom. But my favorite part? They brought our shakes out in to go cups (same with the tables next to us). When I asked why they didn't come in the normal glasses I was told because they hadn't washed any glasses and this would be faster (15 minutes was fast??). I was rudely told that they are all the same size. Well then. We won't be back to this location. What a shame.
(1)Bj H.
I'm sorry that people in Hampton Roads don't understand Steak n Shake. I moved here from Ohio where we have a Steak n Shake on almost every corner. I've been eating at this restaurant for 20 years. No one considers this to be a fast food restaurant. It is definitely a dine-in place with a convenient drive-thru window for those who don't want to dine-in on that particular day. In 20 years I only used the drive thru on one occasion when it was pouring down rain. If you're looking for a good burger and a great milkshake this is the place to go. Also, check out their chili. I am so happy to find Steak n Shake in this area. And at this one, the service was fast and pleasant. You have to wait a little longer for your food because the burgers are prepared fresh. That works for me.
(5)Matthew P.
Avoid the drive-thru at all costs! Drive through for a milkshake at 7:37 hoping at even worst scenario I'd make it to my 8:15 movie on time. Since there's speed logs on the side of the drive-thru and a raised median with poles and little trees at the curve, I was trapped in there and wasn't able to get free until 8:09. I changed my mind and didn't order since I'd only been able to order for about a minute when I realized I was going to be late. This is ridiculous. Service is decent. Food is terrific, though!
(3)Darius M.
The only reason they didn't get 4 stars is because of the wait time in the drive through. It'd beyond frustrating. The food however is pretty good. Don't care for their chili too much though. The staff is friendly.
(3)Shannon I.
Once again this was the worst experience. Food was wrong, service was horrid, manager was unresponsive to our issues. This place hasn't improved at all. We will not eat here again. Go to Richmond or Virginia Beach. Much better experiences.
(1)Kimberly C.
Friendly employees was a little mad that they gave me a messy milk shake and a lopsided cheeseburger but I employees make up for that
(3)Vance S.
Only open for a few weeks now, it has taken off pretty well. GREAT menu selection for breakfast, lunch and dinner. Has that diner style inside with jukebox. Food was tasty. Ill be sure and update my review on my next visit.
(3)Mityqwik F.
wife and I tried this place out and went away hungry. the burgers we got were so thin that when held up to the light you could see thru it.we are not on a diet .we will never go back again. Highly recommend five guys at least there you can get full
(1)Nick T.
When you want a fast food burger this is the place you want to end up at. Best fries around, get them Cajun, you won't regret it
(3)Sarah C.
This is not the place to go if you want a shake quick. 1hour 30 min later we still have not received our shakes.
(1)Brittney P.
Being from tennessee, I grew up eating steak n shake. It was my favorite restaurant as a kid. So when I found out they were building one up here, I was ecstatic. What a huge let down this place turned out to be. The service is HORRENDOUS. I've been 3 times (thinking maybe it would be different) and each time was just as terrible as the last. The servers are terrible and rude and immature, and the manager that was there each time we were was just as bad. We were sat at the bar this last time, and waited for 15 minutes for menus. We finally had to grab someone and tell them we hadn't been helped. Her response was "well when people sit there they normally already have menus, so I thought you were take out." ..... well if you had asked, you might have been able to determine that a lot faster. She went to make our drinks, and then complain about us to her friend (we could see her and we were still within earshot.) Finally got our drinks and then our food shortly after. The manager apologized for how long it took us to get menus, but then she went and talked about us with the server and the other girl too. Super mature. We then waited for 25 minutes for our check (our plates were empty, as we're our glasses.) And had to ask for that as well. Needless to say I'll be making the drive to virginia beach and never going to the one on mercury again. They need some serious training, or just a completely new staff. Terrible experience. The two stars are only because I love the food !
(2)Mark B.
Have been to this location about 5 times since it opened mostly on Sunday's at lunch time. Have noticed it diminishes in quality and friendliness of staff each time. The hostesses have no personality and are not friendly. They choose to not ignore those walking in. The way we were treated today was infuriating. Noticed about six groups ahead of us. Guess what, there was one group less after this experience. Number one problem here is quality of personnel. Get better help folks and your wait list will get longer. We will go elsewhere.
(1)Guy E.
A monumentally unpleasant experience. Constant deafening noise. An unclean grill area makes me regret the decision to eat here. Like the ninth circle of Hell.
(1)Alisha B.
Steak and shake is very unprofessional. Their service takes extremely long and there are also long waits in the drive-through I am literally sitting here for like 20 minutes. The only upside is the food is very good.
(2)Rachel H.
We were so excited to see this restaurant make its way to Hampton, Va and have been extremely disappointed in the service on multiple occasions. Dining in the restaurant, the service was slow and the waitress was rude and very unfriendly. Going through the drive thru on a Wednesday night at 11:15, it took 25 minutes to get through the line and get our food. Terribly run establishment. We will not be back and have avoided it because of the terrible service.
(1)Adam T.
This place just takes way too long to get any food. If I wanted to wait 30 mins for my food I would sit down at a nice restaurant
(1)Jim C.
Had given this place many try's and my main complaint... SLOWWWWW! First time was a few weeks after it was open. Waited about 15 min in the drive thru and decided to leave. Second time there was only 2 cars in the drive thru so I gave it a shot. Took almost 20 min from the time I ordered to the time I got drove away. Food was good but not worth that wait. Whataburger and 5 guys would never take that long. Third time in the drive thru I had to repeat my order 5 times to the guy. How hard is it to understand no cheese??? Drove away. Fourth time I ordered online figuring I wouldn't have to wait for that. I didn't but received eggs that weren't cooked. Fifth time (last weekend) got drive through breakfast sandwiches and they forgot to put the egg on the biscuits. I've given them more then enough chances and I will not be back.
(1)Kit O.
We walked in to managed chaos there were children everywhere ( totally expected ) extremely crowded yet they were very efficient about getting the tables cleaned. Our waiter was a delightful young man always had a smile on his face and a fantastic attitude. The food was very good, above the caliber of McDonald's but shy of a five guys burger. I really don't think you can go wrong with the steak and shake if you keep in mind it is what it is, Great priced meal and fun atmosphere :)
(4)Zachary A.
So slow. I could have raised a calf to an adult, slaughtered it, and cooked my own burgers in less time it took for this place to prepare my food.
(1)Scott G.
If I could give less than 1 star I would. I grew up eating steak 'n shake. This is not steak 'n shake, this is an expensive McDonald's. There is no structure here, no communication, no leadership. We came in today and waited 27 minutes to be seated, and another 45 minutes to get our food. Meanwhile there is a line inside the door and 34 minute wait times on tickets. Our food came out well done at best. I know steak 'n shake, this is a poor excuse. Do you're self a favor and save your money.
(1)Darryl F.
UNDER STAFF. What'd 20 minute to sit down, another 10 to place order. 15 more for the food. Comparing this location to other I've been to. This location is under staff and slow.
(1)Alex C.
I love the food and the prices but the service and sanitation was horrid. We had to wait 5 minutes just for someone to notice us to get us menus and a place to sit. After "checking" to see if the table was clean, the hostess sat us down at a table covered in crumbs and she didn't even check the seats which were covered in bits of straw wrapper and more crumbs. There was silverware on the floor and it looked like no one had swept since the morning.
(2)Jason B.
I went back home to Hampton Roads to visit last weekend and was really excited to check this place out. I was not disappointed! The food was great! Burgers are kind of my thing and mine was prepared masterfully. The shake had such a clean taste and the texture was perfect. If you classify this place as fast food then yes the service may seem slow. However I think it is far from that classification. This is a restaurant and is run efficiently in my opinion from my experience. I will certainly return when I come home again in the future.
(5)Amy B.
Never again! I grew up with Steak n Shake in the Midwest, and was eager to take my kids here. This restaurant is the worst run, managed and kept of it's kind! We stood at the front door for 17 minutes while we watched the staff come and go and laugh and talk amongst themselves-completely ignoring the line of customers waiting to be seated! Over half the tables in the place were empty AND dirty! The Steak n Shake in VB is better.....but the staff at both locations need some SERIOUS training/attitude help. Don't even try the drive thru- the cars didn't move in 25 minutes!!!
(1)Waylon P.
I love Steak n Shake but this one has the slowest service I have ever had. I've been twice and waiting in the drivethru line for 30 to 45 minutes both times. Save some time and eat somewhere else
(1)Deon D.
Staff was polite and courteous. Food was good! And the wait wasn't too bad. Even got a free extra shake because they accidentally made me 2!
(5)April C.
Okay the first time I came here it was about 2 am and the drive thru took over 30mins with around 8 cars ahead of me Tonight it's 11pm and it took 28 mins in the drive through! Only 6 cars ahead of me, I find this ludicrous!! Both times the fries weren't even hot. The burgers are decent, but this place needs some employees that actually give a shit. I would have given 1 star, but the guy that handed me my food tonight was incredibly sweet, apologized for the wait and thanked me for my service (I was in uniform). Like another reviewer said, I hope the manager is reading these reviews!
(2)Michael W.
9:00pm on a Sunday, very empty. Disappointing service, staff was rude and inattentive. Took over 25 minutes to get three milkshakes. Never delivered the side of fries we ordered. Food was okay but overall not worth the poor service. Would not recommend a trip, better off with other quick service restaurants.
(1)Ken C.
This place is horrible. Service is the worst. 1 hour to get food and it's empty in here.
(1)James C.
I say one star based solely on the service. I can't comment on the food because it has been 30 minutes and I don't have a burger yet.
(1)Cody S.
The food is ok. Thats the only reason it gets two stars instead of one. The service is terrible. I waited for my milkshake and watched it sit at the front counter for at least 5 minutes until i had to go up there and get it myself. I've given them multiple chances...but after 4 or 5 visits...i've experienced enough.
(2)Yamil R.
The food is good but the service was sub par last time I went. It was quite disorganized, orders going to the wrong table. I got my shake like 15 mins after my order. On a safety note, the floor was extremely slippery. Someone's going to bust their ass in that place. I felt very uncomfortable. If I ever do go back it'll be through the drive-thru.
(3)Pat T.
I really like this establishment, but it needs some work. Management really needs to get on people's backs to make sure they are actually doing something, although this doesn't apply to everyone because many others work really hard to compensate for their fellow employee's laziness. My friend and I ordered burgers and shakes. Our burgers came out pretty good but our shakes never ended at our table. We saw our shakes where the wait staff picks them up at and our shakes were there for more than 15 minutes. One of the people behind the counter tried to alert our waitress to get us our shakes, but the shakes were already melted. She dumped them and made new ones, which was very sweet of her. After she made the new ones, our waitress still never got us our shakes and the manager apologized and ended up handing out shakes to us. The shakes were good although it wasn't as cold and didn't fill the glass like I originally saw it when it was on the counter. They do no do a military discount which is a no biggie thing, but service definitely needs help and food needs to come out as soon as it is done, because hot food should be hot, and cold food should be cold. and their October Fest Burger is awesome.
(2)Jason F.
I can't believe it finally bring the west cost dinner to the east cost finally energetic atmosphere amazing prices great selection of menu items and creamy shakes . A great place you can eat without busting your wallet. Yum yummm
(5)K J.
This place SUCKS! Don't waste your time! Beef Jerky in a bun...and waited 25 minutes for it! Soda was good!
(1)A F.
Hands down best place ever!! I love this place in Richmond and when I found it in Hampton I was ecstatic! Service was impeccable and burgers and shakes were amazing!
(5)J W.
Certainly not fast food. Too many kid employees goofing off and clowning with no adult supervision... Manager either clueless or incapable. Not what I expected.
(1)Tim M.
I really want this place to do well, but after sitting for some time waiting for someone to come take my order, I left. If your staff isn't competent enough to serve people seated at tables, maybe you should retrain them. Oh, and while I wasn't being served, one staff member was leaning against the podium and staring at someone behind the counter while one other staff member sat at a table and ate.
(2)Jeremy S.
DONT WASTE YOUR TIME. My wife and I ate here on 3 different occasions and each time the place was filthy, the service was painfully slow, and the food was so-so. On our last visit we asked for ketchup and the waitress brought us an empty bottle which we finally got corrected after about 10 minutes. Corporate should send someone to this particular location and see how bad this place really is. Managers are leaders and by judging from what I witnessed, you do not berate your staff, especially in front of customers.
(1)Marc G.
They get two stars only because the food is pretty good if it comes out hot. Unfortunately, we had to wait a very long time for our food, over 30 minutes. For just my wife and myself. And by the time we got it was cold. They really need help getting their food out on time.
(2)Jay L.
I love this place and I can finally enjoy it since we have our new locality. This is not gourmet. It is not sophisticated. It is a fabulous fast food/ chain dinner burger spot. It is mad busy since this location is new. Your service may be slow due to them being new and getting their butt kicked. However, when they hit their stride the service will improve. I am glad they finally made it to Hampton roads. Get you some.
(4)Patricia M.
This was our first visit to this establishment. We were sat quickly and our orders were taken very quickly which was nice. Then after we finished eating we ordered two milkshakes to go. Things went down hill from here. We waited thirty minutes after ordering them and the waitress never came back. When she finally did she said "what shakes did you order again? I put them in the computer but I don't remember." Which to me means she forgot to put it in the computer. Then we wait another 15 minutes and a manager came over and apologized and brought us our shakes.
(2)Nat B.
This is the third time prior to getting VERY SLOW service and food. The restaurant is 25% full and there is trash all over the floor. It took 3 minutes to get greeted after asking the manager. Another minute of waiting to clean a table. The food came out quickly and then we had to search the server for napkins and spoons. Never again will I spend a minute or penny here.
(1)Robert K.
I visit a lot of different SnS in my travels and I can honestly say this is the slowest drive thru. 30 minutes is the norm after ordering. it should not be this difficult. No urgency at all, and yes, I understand food is made to order and I appreciate that. However, you can speed up that process by being better prepared. Makes me not want to stop. Love the food, but is s l o w.
(1)Karen B.
Like others I was very excited to have a steak n shake near by. However, the service was terrible. :( My boyfriend and I waited over 25 minutes to be acknowledged, then the manager provided complementary coupons to cover our meal, went to pay and we couldn't use the coupons. Our order was completely wrong and on top of that, I got sick from the food. :(
(1)David B.
It was my first and last time there. Service was horrible and it took just over an hour from when we sat down and got drinks. When asked the waitress if something was good she replied with "I don't like it I don't eat steak and shake".
(1)Mrs B.
This location alone is going to ruin my love for steak and shake. They can be forgiven for the slow service the 1st month of opening but now it's just unacceptable. 10 mins to be seated in a restaurant with 2 full tables is ridiculous. Another 10 mins for a waitress to come to our table! Bathrooms dirty the last 2 times I came in. And the smell of burnt grease is overwhelming the smell of burgers and fries. Based on the looks on the faces of the employees am thinking the problem has got to be mgt. hope someone can come in and turn this place around. It's really sad!
(1)David W.
FOOD: Great STAFF: Slow and un-motivated CLEANLINESS: Greasy floors, cleans table with same dirty clothe WAIT: Depends on time of day, breakfast no wait, lunch is a ridiculous wait, dinner hit and miss on wait times. Don't even think about this place on the weekends other than breakfast of late night. PARKING: Horrible DRIVE-THRU: Don't bother. OVERALL: This Steak n Shake is a dive, a bit dirty, some good staff some bad staff, some lazy staff, but the food is actually good and cheap. Shakes are great if you can get it before you eat half of your meal and when you get it, you're hoping it wasn't that one on the counter that was melting, oh yeah! It is the melted one. Still good though and on par with the other Steak n Shake's across the nation. Must be a corporate to run done a good thing. I'll still eat there though, TRIPLE STEAK and SIDE X SIDE SHAKE. YUM!
(2)Merry C.
All I can say is the food was good. Saturday at 4 in the afternoon. Place was packed since it was just the husband and I we requested a bar seat. After being seated it was 15 mins before anyone asked if we had been helped. Drinks taken then another 15 min wait. We ordered a hot dog 6 minis and a Frisco melt. Annoyingly each mini came on its on plate. Over kill!!!!! The condiment dispensers were empty had to steal sugar for my tea and ketchup from another table. Place wasn't very clean and extremely loud had a phone call that I had to take outside due to the noise. We were in front of the grill and shake station. I will hand it to the men on the grill they were doing an outstanding job. The shake a service I'm glad we didn't order one. Servers had no clue which was which they sat on the bar melting 10 mins before even being checked for service. I'll stick to the drive thru. Maybe I'll try the dining room again in 6 months.
(1)Shane R.
Absolutely awful...waited 45 minutes for a cold burger and fries...not worth going to at all....Smitty's on king street is waaay better
(1)Khadijah M.
I went in and purchased a Oreo mint shake, it tasted like it has banana in it so I did not enjoy it as much...I am writing the review because of more of what I saw! There was a front of house Guy name Terrance...we was so polite and professional....engaging the guest walked around to the tables and I was really impressed so I wanted to give you a shout out to keep you motivated!!!
(5)Efrem S.
This tops worst burger restaurant in Hampton Roads. It seemed okay at the start, but it quickly turned awful. The waitress was kind and nice, but when she brought over our drinks she dumped a full glass into my friend's lap. He asked her for a towel, but she looked at him like it was a strange request. She got everything cleaned up and apologized, we saw the manger speaking to her in the back. She brought us our food, but there wasn't any discount on the meal for the accident. What we assumed the manager was saying to her was that if she did give a discount it would be out of her paycheck. It bothered us, but we were willing to leave her a tip anyways. When we DID try to pay, they line was backed up to the door. Not because there was a rush, but because there was only one register open and a customer was disputing his bill. From what I could hear, they had charged him $20 for a milkshake and they didn't know how to put money back on his card. The manager was standing around looking at everyone, next to the other register. One lady walked up to him and had to wait until he would help. I came to him next to pay my bill and he walked away. When he came back, he told me to wait and walked away again. Meanwhile, the line is going out the front door by now. I was really tempted to walk out without paying, because he wouldn't take payment. When he finally took payment, he wouldn't hand me my card back until I finished filling out the tip. I was pissed and really irritated. I will never come back to this place.
(1)Ruth B.
I Have heard so much about Steak 'n Shake how good it is, I went to the new Hampton Va. Location, I have never been so disappointed in my life about the quality of food received!, we went in around 4 pm on a Monday, not crowded. Ordered 2 cheese burgers with fries, the burger wasn't, even an 1/8 of an inch thick, aand wasn'ta full pattie! Pattie had circles of meat taken out, I bet if you held the pattie up to a light you could see through it, the fries were shoestrings and were over cooked and hard,like shou string potato sticks, I can guarantee you we will not go back to this place, I got more meat from a Burger King whopper jr. Or a single dollar burger from McDonald's.
(1)C J.
The service was SORRY!! SLOW!! Too many kids working their. And the food was so horrible I tossed everything out the window. What a waste.
(1)Sam W.
I have gone to get food at this Steak and Shake about 5 times One way or another it always manages to be an bad experience. My order was wrong 4 out of the 5 times. I only ever go because my gf still likes the place for some reason. They can keep their soggy hamburgers. Also, I sat in the drive through for 25 -30 minutes one time, no joke, only to be handed the wrong order, and I had to wait another 5 to have it corrected.
(1)Danielle S.
HORRIBLE service. Sat in the drive through for 30+ minutes and when we came to order the server was SO rude. Her name was Victoria and she was obviously not happy to be working there. I would advise staff training of some sorts. They were also advertising that they had birthday cake milk shake with a huge sign in the front window & when we go to order it, they were out & she was super rude when she told us, like we should've known.. I won't be back here!
(1)Sarah M.
Maybe I'm just not a big Steak and Shake person but the food wasn't anything to rave about. The service, even worse. Apparently this location is training a large number of employees. The restaurant was a large disorganized mess. No one knew how to seat guests as we added our names to the wait list. After about 20 minutes, I stood next to the hostess stand until we were seated. We were the only party waiting and there were several empty tables. The service continued to fall downhill. Our waitress took our order and we waited. And waited. And waited some more. Then we were surprised to see our waitress put her coat on and leave! Without acknowledging us or any of her other tables. After 40 minutes our food arrived by another waitress who, of course, had no idea what was going on. We ended up paying and giving this second waitress our tip. After paying, not before, the manager approached our table to offer an apology due to the crazy night and explained that she gave our first waitress a break because it's her second day and she was frazzled. It was a very awkward apology and we were just ready to leave. The ladies restrooms were also filthy with only two stalls and one being too unsanitary to use. I don't see myself or my family returning.
(1)Theodore R.
These guys are idiots. for starters i asked for no salsa on my jalapeno burger. they put salsa on it. i also asked for cajun fries. didnt get those. and they never brought the milkshake. had to ask for it to go when we paid and still had to wait almost 15 minutes for it after we had already paid. do yourself a favor and dont go here.
(1)Michelle P.
The Hampton Steak 'N Shake is serving up disappointment. Service was substandard. Management apathetic when we complained. Atmosphere was noisy and disorganized. Food didn't live up to the hype. Portions were smaller than those offered in a McDonald's Happy Meal (at least Happy Meals come with a toy). Only redeeming quality is that the hostesses were trying to compensate for all the other flaws. Expected better considering that we went at 2:30 on a weekday afternoon.Would give a negative rating if Yelp allowed it. This location is an embarrassment to the franchise. My advice on improving? Close and bulldoze. To dine here would be a grave miSTEAK.
(1)David C.
I have eating at Steak and Shake since I was a kid and was thrilled when I saw they were opening one here in Hampton. First few weeks had the expected growing pains. Now that should be done but it isn't. Been there a few times recently and the food is great, the service is TERRIBLE!!! Walked out yesterday after waiting 30 minutes after my order was taken and still no food. When management is there it is terrible when they are not it is off the charts bad. Got behind two ladies who were waiting to put their names on the waiting list, the hostess took their name and just walked away to wipe off a table instead of taking my name, there was no one behind me!!! Another time they took our order after waiting 15 minutes for anyone to acknowledge our existence than took the order from the table behind us only to stop to bus a table before putting in our two orders. Than it took another 10 minutes to get our drinks, a water and an iced tea, just completely unsatisfactory. Won't be back to this one!!! When I get to the south side I will try the VA Beach site when it opens, hopefully it won't suffer the same issues as I understand it is owned by the same people. DON'T waste your time!!!
(1)Sean M.
Came here during the middle of lunch rush Monday, and for the first time at a Steak n' Shake, I was in and out quick. I ordered the Triple Steakburger (probably 4-6oz of beef) with cheese and fries. Fries are shoestring style, a little thin to eat by hand in my opinion, but taste great. The burger itself is great, definitely seasoned just right. The cherry Coke was also great. Overall, this one is much better than the Virginia Beach location, and I will definitely be back.
(4)Joe M.
First time at a steak n shake and honestly I'll never be back. The place had four occupied tables, yet we had to wait 15 min to be seated... Because every other table was dirty. The floor was dirty the people were dirty. It was just gross. The female that sat us, was wearing a tight white shirt (No apron) that was food splattered and we later noticed the bottom buttons weren't closed. I'm not against overweight people, but when your gut hangs out at a food place... Not cool. We eventually got service and the food was ok, mediocre at best. We didn't get utensils, or regular cups ( we got to go cups) and no napkins. When we left the table behind us that was dirty when we arrived... Was still dirty. Don't go here if you care about germs or cleanliness.
(1)Tim C.
First time going to Steak and Shake and it seemed as if every waitress was hostile. We got a table, our waiter ss (K.P.) proceeds to take our order. Milkshakes come out first, taste great. Wait 20 minutes, finally our food comes. Food wasn't bad either. However, we got our ticket and I decided to order a chili dog. I was met with some kind of attitude when I ordered and somehow she made my order to go even though I did not ask for such. Also our waters were taken away from us when they were only half full, despite two empty milkshakes sitting on the table. Finally, when the hot dog got to the table, I was stared at dead in the eyes and the bag set in a pissed-off fashion right between my hands. Seriously? And then she took off, never to be seen again. That being said, if you like good food? Go! If you like piss-poor service, also go! The slowness is equally as bad. Just all around meh.
(1)Danielle M.
First off the food was good, I had one of the specials, double burger with fries. Love those tiny little French fries. Sadly that's where the nice words stop. The place was fairly dirty, not disgustingly dirty but the floors were in bad shape. The service was very slow at first, took the girl 10 min to get our drink orders, after that everything went fairly fast. Until it came time to pay the bill, seriously waited in line 20 min to pay, if we had cash on us we would've laid it on the counter and left, but sadly we didn't. Anyway maybe I'll try this place again in the future, after management notices the reviews and changes some policies.
(2)Rose M.
Not the best service today. Not sure who's to blame but, after we did get our food. The waitress never stopped back by even though she knew we were ordering shakes after we ate. Our drinks were never refilled. We never got side condiments we had requested. We were not asked how the food was, if we needed ANYTHING. Ahh, napkins, refills?? I do enjoy going here but service was not so good today. However our food order was accurate, hot and everything we ordered (minus a side of blue cheese). I will be back I'm hoping it was a just the crew working on a Thursday or the afternoon crew. The manager never even stopped by, guilty much? Finished our meal off with some milkshakes. Half off Monday - Friday! Not too impressed with those either. I had a lot of ice chips in my shake and my husband's was a weird consistency. We didn't complain.... and will be back BUT today was not a good day at Steak and Shake.
(3)Aimee J.
The food is good but the service suck and they are S-L-O-W. I have gone here at different times and even when the restaurant is empty, they still are slow. Once we got seated, we had to wait about 10-15 min for our waitress (mind you, there was only two other families there) We placed a drink order and we didn't get it at least 10 min later (maybe longer). Food is decent but nothing to wait around for. Hopefully these guys will pick up their speed and improve the place.
(3)Ijene L.
This place.... Smh...Has such potential. Because the food is yummy and the restaurant is 50's kitsch and lively. UNFORTUNATELY.... the service is SO craptacular that I will NEVER dine in again. I walked in this joint, and it's brand spanking new to Hampton, so of course in Hampton roads when ANYTHING is new there's a ton of ppl. Not here. Drive thru was crazy, inside tho, it was normal. I walked in and the table of "on break"employees just stared at me until I said, well I guess I'll seat myself. Then someone followed me to the table. Several ppl took my order, and several ppl forgot something each time. Patty melt, wrong fries, right food, forgot coke, milkshake ... what milk shake? The menu is cool, so affordable and the food is GOOD. Great Patty melt and sea salt and cracked pepper fries! The staff is the downfall. EVERY ONE except for the well meaning but visibly overwhelmed manager is not old enough to drink but they clearly drink anyway because that sluggish, no hustle, teenage thing is ABUNDANT in here. Not that they weren't nice. Just looked like they were playing rock paper scissors to see who had to get up from the center table and take an order. Dine in fast food took over an hour in total. I ordered a shake.... it took 17 mins to get. REAALLLLYYYYYY? Smh tasted good but WHO the frick cares after 20 mins? It's ice cream and milk not splitting atoms in Helsinki. Anyhoo, I won't be back to this location. :( If you bother, I'd say drive thru only and expect a wait. **HONORABLE MENTION to John the manager who apologized profusely for his staff and doubled as manager and waiter, poor guy. My shake and coke was comp'd to make amends for the slow service** Smh
(2)J David H.
I have purposely avoided this location because I knew it would take a while for the mob scene to clear out. As well early reports were on the negative side. So why not allow some more time for things to work out, which I did. So recently after around four months from opening day I popped in. It was busy, but my son and I located seats at the bar. I did not get as good vibe right off the bat that they were running smoothly. The wait staff seemed to be stressed out and pressured. The drive thru line was half way around the building when we entered. A nice young man did wait on us quickly and smiled. Shakes took a while to come out, but it was the happy hour shake time when they were discounted. So I let this go. I watched at a few managers talked to the side and did not seem to be managing the chaos. I elected to use the restroom while waiting for the food and was appalled. It was dirty, graffiti was on the walls and the one stall had a stool fool of vomit. I walked out and reported it to the three managers still in a circle talking. I know I should have watched to see if anyone immediately went in but I didn't. So I have faith that the problem was addressed. The shakes were out when I arrived back, but no food yet. Within around 15 minutes the food came out hot and delicious. Nothing wrong at all with food, or shakes. We were in a hurry and let our server know this, but I do not think with the crowd fifteen minutes was unreasonable. However, the line to check out was. It literally was almost to the door with one cash register running. I let our server know as we were getting close to finishing that I would like to put my card in line now if he was allowed. He did not ask a manager and took it upon himself to do it even though I know it's not policy. Within in a few minutes he brought the ticket to me to sign and pay. The staff person earned my respect on doing this because we really did need to push up to Newport News. The clientele at this location to say it nicely is a little scary. Not everyone, but a majority seemed to scrape a few bucks together and come off the street to eat in here. A man beside us looked homeless and ate like an animal. Maybe is the Happy Hour shakes that brings them in at this time, I don't know. I can't return to this location any time soon. Now that there is one in Virginia Beach I will try to give them business. It's completely out of the way, but it has already proven to me in a few visits after just opening that they are well managed.
(2)Jacqueline M.
Worst service I've ever had. Our water took about 15 min . Shakes took about 40 min. My son spilled and the hostess just looked at him until o told asked if she could give us something to wipe the table with. She left for 15 minutes I went to bathroom to get towels and they were all out. Took another 30 to get our food. We asked for mayo and ketchup and she never brought any out
(2)Alex P.
The staff is super busy, the drive through is painfully slow at lunch, and the floors inside could double as an ice skating rink----no kidding it's like sledding on grease. Negatives aside, they do crank out some decent burgers at a very affordable price. Will give another star once they take a mop to their floor
(3)Michael M.
Went in for two milkshakes, took them 30 minutes to make when it wasn't even busy and when we finally received them, they were warm and melted. I'll never go here again, service has been terrible since this one opened.
(1)Bruce J.
This was my first visit to any franchise of this chain. The food was pretty good, and the place was new and clean. The 50's era music was a bit too loud; I had to ask the hostess to repeat herself twice in order to identify what she was saying. We were seated and served promptly and the food arrived pretty quickly. I'm not a big fan of shoestring fries since they cool off so quickly, and that was true today; the Cajun seasoned fries were still not bad even tepid. The burger was good; I had the BBQ something burger; my colleague got the Cajun burger which was also pretty good. I didn't try the milkshake but the iced tea was fresh and sweet (once the waitress remembered to bring our drinks; we had to remind her when she brought the burgers). The worst part was trying to get more napkins. The messy burgers and dusty-with-spices fries left our hands gooey and dirty, quickly saturating the one napkin apiece we were issued, and there were no napkin dispensers on the tables. Getting the attention of our waitress was impossible as well that of the asst manager, who kept walking past our booth but not looking. After ten minutes we finally got his attention and, several minutes later, a pile of napkins. Both meals were around $6, so I guess you get what you pay for. Everyone was pleasant and the place is new and clean and fairly popular. There seemed to be plenty of seating and no line at noon on a Thursday. I might go back, but maybe not.
(2)Marlene M.
I checked this place out and it stays PACKED. I liked their foods and they were reasonably priced. Our waitress Brittany was superb, although she was the only wait staff for like 10+ tables. So our service was sort of slow. We are a fan of their shakes, so we will be back! Food - Great Prices - Fantastic Service - -EXTREMELY SLOW Parking Lot - very crowded and not enough to accomodate This is a bad location for this restaurant; they should have built it on a wider/bigger lot.
(3)Cory N.
Lots of hype around this new establishment... Waits of lines wrapped around the building both for drive through and sit down. Perhaps others found a better visit. But my one stop cheat meal, I felt like I wasted a meal and my time. The problems here are seemingly long. I feel like the amount of staff working is the same amount or more of the fire code for the restaurant. I mention this because it really begs the question why tables sit uncleared from previous guests. Floors are muddy on a sunny day. Food and service taking an unusual amount of time. The long wait to seat when empty chairs and table beg for seating. I ordered the royale burger. This comes with a overly fried egg and rubbery bacon on two ground steak patties that reminded me of an odd McDouble. The fries were cold and unseasoned. The milk shake was only mixed on the top half and took over 30 min to prepare. Go if you must. But there wasn't anything that made me want to return. I hope management can change so that these items can be addressed. Good luck.
(2)Bill B.
Great service! Best food for the price in Hampton Roads! Terrence was our server. Couldn't have asked for a better server. I rated this location low when it first opened as, in my humble opinion, the employees didn't seem to care. Things have changed for the better and I commend management for the turn around. This family will be back again very soon!
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