Steak and Shake Mentor, Ohio

I wanted to inform you that I will NEVER go back to the Mentor, OH store. I was the one who just recently wrote you regarding the poor drive through experience I had and you sent me 20 steak and shake "bucks". I used them at approximately 1PM on 4-28-2006. I was completely sickened by the entire experience. In the first place, my companion ordered chicken noodle soup and was brought something with a beef base. I ordered a chocolate malt and was delivered something that tasted almost exactly like Arby's Jamocha Shake. The server said it was because of the type of malt you use. I hope that is not true because malt is malt. Secondly, I ordered a burger with mayo and NO pickles. It came out with pickles sticking out of it. After I was finally able to obtain the attention of my server when I told her of the malt and burger problems, she blamed someone else and muttered something as she walked away from the table. When the burger was returned, there was both ketchup and mustard on it, which I did not order. At that point I waited for my companion to complete her meal and got the attention of the manager, at least I presume it was the manager as he was dressed differently from the others but had no name tag, and I told him of the second mistake. He tried to correct it but by that time I was just disgusted and angry. Upon check-out I found out that our server whom argued with me and was muttering things under her breath as she left the table, was the service trainer. At that moment I understood the reason that store is in such poor shape. If the trainer is horrible the students have no choice but to be so as well.

Things such as the above are completely unacceptable for an establishment with such a well known name and reputation. If things like this keep happening, the word of mouth detriment it will have can be enormous.