I’m a DoorDash driver and I just had one of the worst experiences at this Steak ‘n Shake. I stood at the pick-up counter for over 15 minutes, being the very first in line, and yet “manager” Rebeca Becerra and Khalia completely ignored me.
No eye contact, no “we’ll be right with you,” not even the slightest gesture of empathy. Nothing. It honestly felt like I was invisible to them, as if my time meant absolutely nothing.
What makes it worse is that I saw other customers arrive after me and get immediate attention, while I was still left standing there waiting. That’s not just a bad day — that’s a total lack of professionalism, negligence, and zero respect for people who are also working.
A restaurant can serve good food, but when the management and staff show this kind of indifference and disregard toward customers and delivery drivers, it reflects a culture of poor service and weak leadership.
If you’re a customer or a delivery driver, prepare to be ignored and have your time wasted. Steak ‘n Shake should really take a hard look at what’s happening under Rebeca Becerra and Khalia’s “management”, because the service here is absolutely shameful.
Atmosphere: 1
Food: 1
Service: 1
Karen Zimmermann
Only ate fries. Now my stomach is on fire.
Food: 1
K A
Great people working at this location they are very nice with customers
Atmosphere: 5
Food: 5
Service: 5
Jo
I went through the drive through & received awesome service and the person was extremely helpful and nice.
Scanning the your recipt to use the drink machine is super annoying and dosnt work
Themetrius Wallace
For my first time it wasn't bad
Atmosphere: 4
Food: 4
Service: 3
Thera Brown
⭐️⭐️⭐️⭐️⭐️
I stopped into Steak ‘n Shake in Hickory Hollow while waiting for some car repairs at the dealership, and I have to say, I was blown away by the experience. Carlos, the franchise owner, was on the floor leading by example, personally showing guests how to use the self-serve devices, checking in on everyone, and making sure the entire restaurant was spotless. You can tell he truly cares about his business and his customers.
As a small business owner myself (I co-own a gym in Hermitage, TN), I know firsthand how much effort it takes to deliver this level of service. Carlos’s commitment and work ethic do not go unnoticed. He sets the bar high for his team, and it shows, every single employee I interacted with was exceptionally polite and genuinely a pleasure to be around.
I’m not a food critic, just an average mom of a little boy with special needs who appreciates great service and a welcoming atmosphere. If you’re looking for a place where the owner truly cares and the staff makes you feel right at home, I highly recommend stopping by this Steak ‘n Shake. Carlos and his team are doing it right!
Order and item without cheese and specifically saying it in order and got delivery and of course the item had cheese on it. Can send photos if need. Wouldn't be and issue is cheese didn't make my stomach upset and can't get ahold of anyone about the issue
Atmosphere: 1
Food: 2
Service: 1
Victoria Garcia
Came her after going into the disaster across the street they call I hop and Carlos was absolutely AMAZING. Service was wonderful and food was even better.
Atmosphere: 5
Food: 5
Service: 5
Ian O'Neill
Great experience and food from Carlos and his excellent team
Rebecca Cleaver
We placed an online order at this location for pickup. The food was not ready at the estimated time, they forgot one of the fries, and the fry we did get was cold despite the food not being ready when we got there. Carlos was nice, but other than that it was a very disappointing experience.
Food: 3
Service: 3
Eric Emery
Im not a fan of the screens for placing orders, but the food was great, and the staff was friendly. *and asking for a tip when Im placing the order on the screen and have yet to interact with a person is ridiculous
⸻
⭐☆☆☆☆
I’m a DoorDash driver and I just had one of the worst experiences at this Steak ‘n Shake. I stood at the pick-up counter for over 15 minutes, being the very first in line, and yet “manager” Rebeca Becerra and Khalia completely ignored me.
No eye contact, no “we’ll be right with you,” not even the slightest gesture of empathy. Nothing.
It honestly felt like I was invisible to them, as if my time meant absolutely nothing.
What makes it worse is that I saw other customers arrive after me and get immediate attention, while I was still left standing there waiting. That’s not just a bad day — that’s a total lack of professionalism, negligence, and zero respect for people who are also working.
A restaurant can serve good food, but when the management and staff show this kind of indifference and disregard toward customers and delivery drivers, it reflects a culture of poor service and weak leadership.
If you’re a customer or a delivery driver, prepare to be ignored and have your time wasted. Steak ‘n Shake should really take a hard look at what’s happening under Rebeca Becerra and Khalia’s “management”, because the service here is absolutely shameful.
Atmosphere: 1
Food: 1
Service: 1
Only ate fries. Now my stomach is on fire.
Food: 1
Great people working at this location they are very nice with customers
Atmosphere: 5
Food: 5
Service: 5
I went through the drive through & received awesome service and the person was extremely helpful and nice.
Food: 5
Service: 5
Recommended dishes: Onion Rings, Double Cheeseburger
This is a good and clean location
Atmosphere: 5
Food: 5
Service: 5
Awesome burger, shake and fries.
Atmosphere: 5
Food: 5
Service: 5
The best Steak 'n Shake ever!
Food: 5
Service: 5
Scanning the your recipt to use the drink machine is super annoying and dosnt work
For my first time it wasn't bad
Atmosphere: 4
Food: 4
Service: 3
⭐️⭐️⭐️⭐️⭐️
I stopped into Steak ‘n Shake in Hickory Hollow while waiting for some car repairs at the dealership, and I have to say, I was blown away by the experience. Carlos, the franchise owner, was on the floor leading by example, personally showing guests how to use the self-serve devices, checking in on everyone, and making sure the entire restaurant was spotless. You can tell he truly cares about his business and his customers.
As a small business owner myself (I co-own a gym in Hermitage, TN), I know firsthand how much effort it takes to deliver this level of service. Carlos’s commitment and work ethic do not go unnoticed. He sets the bar high for his team, and it shows, every single employee I interacted with was exceptionally polite and genuinely a pleasure to be around.
I’m not a food critic, just an average mom of a little boy with special needs who appreciates great service and a welcoming atmosphere. If you’re looking for a place where the owner truly cares and the staff makes you feel right at home, I highly recommend stopping by this Steak ‘n Shake. Carlos and his team are doing it right!
Atmosphere: 5
Food: 5
Service: 5
Restaurantji Recommends
Order and item without cheese and specifically saying it in order and got delivery and of course the item had cheese on it. Can send photos if need. Wouldn't be and issue is cheese didn't make my stomach upset and can't get ahold of anyone about the issue
Atmosphere: 1
Food: 2
Service: 1
Came her after going into the disaster across the street they call I hop and Carlos was absolutely AMAZING. Service was wonderful and food was even better.
Atmosphere: 5
Food: 5
Service: 5
Great experience and food from Carlos and his excellent team
We placed an online order at this location for pickup. The food was not ready at the estimated time, they forgot one of the fries, and the fry we did get was cold despite the food not being ready when we got there. Carlos was nice, but other than that it was a very disappointing experience.
Food: 3
Service: 3
Im not a fan of the screens for placing orders, but the food was great, and the staff was friendly.
*and asking for a tip when Im placing the order on the screen and have yet to interact with a person is ridiculous
Atmosphere: 4
Food: 5
Service: 4
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