"I stop here occasionally while driving across the state. Food is just fine like a regular Steak 'n Shake, but the service is less reliable. Most recently, I used the drive through with an internet order. I ordered a burger, fries, shake, and large soda. At the drive up, I was given all but the soda. So I asked is there also a drink? The girl seemed a bit annoyed, but asked what kind, and I said Cherry Coke. She closed the window, and grabbed the smaller cup to start filling it. When she opened the window up, I said I 'm sorry; I should 've specified; is that the large cup? She said no, and I replied that I ordered a large. She seemed actually angry at that point, which seemed weird. Without a word, she closed the window, poured the regular cup into a large, topped it off with more Coke (no extra cherry syrup ???? , and then handed the result to me. I said thank you, and smiled behind my mask. No prompt if I wanted any ketchup for that large order of fries, either after the soda incident, she might have come through the window if I had possessed the gall to ask for it. :D This all seems pretty benign, but 1 there was at no point any apology for not simply confirming the order (it wasn 't confirmed at the drive up either; I said I had an internet order, and was just told to drive around , nor any acknowledgement of error at all. And 2 why not just default to the large when fixing an error like that to begin with? The cost to the restaurant for the upgrade is trivial when someone ordered the smaller one, and such a situation could thus be avoided. Even without the completely unjustified bad attitude (I was friendly through the process, so there 's no reason to take a bad day out on me , this indicates a lack of training on how to handle inevitable mistakes. Fast food restaurants fulfilling hundreds of orders a day are bound to make errors on occasion, and that 's ok; what 's important is handling mistakes gracefully. This location has, on multiple occasions, done poorly in that regard. Given that they usually don 't make mistakes, I 'll keep going here but will also keep my expectations low."
