Complaints

This profile includes complaints for Steak 'n Shake's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Steak 'n Shake has 30 locations, listed below.

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  Steak 'n Shake

  107 S Pennsylvania Street Indianapolis, IN 46204-3667

• 

  Steak 'n Shake

  23 Executive Drive New Castle, IN 47362-8719

• 

  Steak 'n Shake

  2121 N State Street Greenfield, IN 46140-9082

• 

  Steak 'n Shake

  5827 E 71st Street Indianapolis, IN 46220-4001

• 

  Steak 'n Shake

  11040 Pendleton Pike Indianapolis, IN 46236-2817

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello BBB,I visited the Shop #***, at ************************************************************************ on May 19th & paid $*****. I was asked to pull up & waited for 8 minutes. Instead of my full order, they told me I'd get a refund in 7-10 business ********** might take a while". They had me pull up & wait, only to come out & tell me they had no noodles for the 2 chili 5-ways I ordered & paid for. I am getting nowhere with them & still no refund after 3+ weeks. They've answered their phone once & don't pick it up when I call. Truly, a horrible experience. Please, please help me. I'd appreciate any guidance.I emailed their corporate office & followed their directions to call the manager & corporate said they'd forward my email to that manager. They've done nothing to assure me & are making me do all the work, all the while, holding the ***** they let me pay extra without giving me that food I paid for. They charged me ***** & said good luck getting my refund.The 2 receipts I have show no *********** bank account definitely says no refund. These criminals hang up on me & basically stole ***** from ********* have lied to me for 3+ weeks. They haven't contacted me, offered me my food, and I've never been in this position.

  Business Response

  Date: 06/24/2025

  Customer's refund was processed 06/10/25.

  Customer Answer

  Date: 06/24/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID 23446585, and find that this response/resolution is satisfactory to me. 
  
  
  
  
  
  

  
  

  Regards,

  
  

  Sean Pendleton

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Empty lot,hour to close,double checked the order. missing burger was bad,the xtmeat&sauce chilimac hadlittle noodles,blackchili?we ordered a3pc ck,AND 3pc ck MEAL, shake for the drink.but charged for the 2 orders of 3pc ck,small fries, and two reg shakes. Costing more!3piec ck was hard and one of the pieces wasn't even chicken it was burnt off breading! every time i say I'll try again, this happens. Shakes are great.. food has me feeling sick and missing items when you guys are not cheap in this day. You have one job. This is only late night location AND EVEN THAT DOESN'T GENERATE BUSINESS BECAUSE OF THIS TYPE OF SERVICE. They make it impossible to contact anyone directly. I'm getting sick from what i did eat as I'm writing the. this level of lazy, wreckless abandon. Oh and onions on the chili Mac.. just like 3 pieces.. that i can tell from the dark burnt grease pile i do see.. will kill me every time. Yes I've got pictures. And i tried calling right after, no answer,I WAS STILL IN THE PARKING LOT.. and id bet anything tomorrow I'll be told that it's not getting fixed because it was from the night before. This might seem simple to you but I'm in remission and this late night run out was for me and my girls because I'm finally able and I'm just glad they passed out before we got home. Almost 40 bucks on this IMPROPERLY CHARGED, INCOMPLETE, BIOHAZARD ORDER and my oldest helped pay while everyone was even mindful of their choices because my poor kids are so burdened by my health stuff they are worried something like this will be to hard for us. This was supposed to be special. I never complain but if you can't take seriously the potential for harm YOU CAN CAUSE if you don't hire people that can at least put the food they PRETENDED TO double check before placing the order, in the bag at the bare minimum, they better understand that you can't charge for items not given,that you can't charge more because... lazy.. even the unopened ranch(hm missing too) was only half.

  Business Response

  Date: 06/09/2025

  Thank you for contacting our office to assist you in this matter.  Please provide the location of your visit, along with the order number if this was an order through our website/app/online.  

• Initial Complaint

  Date:05/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order my meal on the app and did not receive it. So I contacted the restaurant that I purchased my order through for delivery and got my delivery notification, but did not get my order. I called *********************************************** customer service number and it was not in service the number that is listed online and I also sent them a email message asking for my refund and all I got back from was an email for a free milkshake ( I have never and will never drink their milkshakes) so I am asking to have my $25 that I spent on my lunch meal my last $25 at that and I am requesting that I be compensated for my frustrations of not getting my lunch and not receiving my money back for the meal that was not delivered as promised and for the time it took me to try to resolve this matter before having to contact the BBB and the "delivery " company that delivers their orders! I had no other means of eating that day and as I said before that was the only money that I had and I did not eat anything all day, so yes I am still upset about it and I want compensation immediately not a free milkshake!!!

  Business Response

  Date: 05/19/2025

  Thank you for contacting our office to assist in this matter.  We've attached the order found by the order number provided, states the order was delivered.  We were unable locate the $25.00 order. The issue will be forwarded to the Owner/Operator to further assist the customer.

  Business Response

  Date: 05/19/2025

  I contacted the Owner/Operator who informed me the order was picked up from the restaurant for delivery.   We suggest the customer should contact doordash if the order was not delivered as requested and a refund is needed.

  Customer Answer

  Date: 05/29/2025

  I did not get any messages or call from them so please reopen and get me my money back at least! 

  Customer Answer

  Date: 05/30/2025

  ******** said hit me to contact *********************************************** because I did not place this order through DoorDash it was placed on *********************************************** website for delivery. 

• Initial Complaint

  Date:05/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/11/25 at 12:59pm through the drive-thru at the *********************************************** at ********************************************* meals and an extra fry. Worker ****** took the order. I don't know who cooked or put it together. The order was #***. Receipt ninety seems to be ******** the window I asked the woman if everything was in the bag when I took it from her. She said yes. But it wasn't. I had to go back because they didn't put my extra fries in the bag. Then, when I got home, I found out they didn't put the super expensive bacon on my burger, but they certainly charged me the $2 for the two measley strips of bacon. And now they won't answer the phone to correct their mistake. I've called 3 times. It just rings and rings. So now I have to go back a second time? How much more gas is that costing me? Why should I have to LITERALLY pay for their mistake. No one gets to decide if my money is important and how to spend it except me and companies messing up steals money from the customer. I sent a complaint to the company through their website, but I don't know if they are going to call me back. I'll stop by the location tomorrow when I have to drive back that way for school.Update: while I was writing this, after 10 minutes of ringing, someone finally answered the phone at the location on the THIRD call. They said they will leave the information for the manager, ******, who I can talk to tomorrow. I've asked for more than the $2 refund due to having to go back twice and wasting my gas and time. I would like a full meal refund with the $2 or a free meal coupon for any meal.When I said ****** was the person listed on the receipt the worker said all the receipts say her name because she signs into the system in the morning and it just stays like that all day. So all their receipts say ******.

  Business Response

  Date: 05/23/2025

  The Owner/Operator has been informed of this issue and will address accordingly.

• Initial Complaint

  Date:04/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04-19-25 I placed a delivery order through Steakn shakes mobile app, This costed 58.33$. I attempted to call both the local restaurant and corporate, no one answered.

  Business Response

  Date: 04/21/2025

  Thank you for contacting our office in effort to assist you.  Please provide a detailed description of the issue you've experience.  

• Initial Complaint

  Date:04/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to Steak and Shake on main in *******, mo. Ordered for my family of five. They forgot to place my med. cheese Fries. I know this sounds pity but if I call and tell you that you accidently didn't give me all my food you tell me while I have to come back and show you the recent I literally was just in the drive thru. Not only forgot the fries but piled the food on top of each other and the burger is completely smashed really can you not use another bag. Food costs to much for this c*** Fast food is not cheap anymore. I work hard for my money thank you. Also the fry difference really. Sent a photo of that.

  Business Response

  Date: 04/21/2025

  Thank you for contacting our office reference this issue.  The complaint has been forward to the franchise owner to address and resolve the issue.

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 12th 2025 steak and shake order. Food poisoning undercooked food made my husband and I sick. Greasy undercooked and disgusting. Complained that day online and via email. They responded then the store never resolved the issue and offered me a refund no one responded back and its been almost a month and a half. Its unacceptable. And this restaurant has poor management they care nothing about food quality or their customers. Unacceptable. I had to throw all the food away after 3 bites. I just want my refund and no one will respond.

  Business Response

  Date: 04/16/2025

  Thank you for contacting us regarding this issue.  A refund will be processed within 24 hours to customer.  

  Customer Answer

  Date: 04/26/2025

  I received nothing from the bbb until today . And my complaint doesnt need to be closed this is ridiculous 

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went through the drive through of a *********************************************** in ******** IN tonight, March 27th, 2025 at approx. 730pm and ordered a chili dog. As I pulled into the parking lot I opened it, and immediately started the car and went back. The food that was served to me was inedible. It was soggy, and lacked any "chili". It was a hotdogs topped with beans and cheese. On top of that, it was split down the middle making it impossible to eat without a fork. It just wasn't what I wanted, and definitely not what I ordered. Upon entering, a team member asked me what was wrong and I explained it to him and he took the food and walked in back. Out came a woman who I assumed to be a supervisor or manager(she did not nor did she ever identify herself) rudely questioning me about my issue because "she made that food herself". It was about that time that she tossed my food in the trashcan and denied me compensation. Not a refund, or food. I asked to speak to someone above her, a manager or ** because what she had done was clearly wrong. She wouldn't help me in any way and I had to leave after spending approx 7 dollars on food she threw away. I would upload a picture of the receipt, but that was trashed with the food

  Business Response

  Date: 03/28/2025

  Thank you for contacting our office reference this issue.  The matter has been forwarded to the General Manager to follow up with the guest.

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6 February 2025, placed an order through the *********************************************** website as a guest, but was told that I could not pick up my order at the drive thru window because they were busy. Would not refund the order. ******, the drive thru clerk told me that he was the manager when I asked to speak to one. Then he stepped away to call someone named ****. She told me to download the app to get a refund but would not tell me where to go within the app to get the refund. Would not offer any other solutions. Then proceeds to tell me to get out of their drive through or they will call the police! While waiting for the police to arrive, I downloaded the app, signed up, and looked for a way to get a refund. There is none. There is no history of my order because I ordered online as a guest. I waited until the police arrived for a solution. The police went inside and the workers told the police to tell me to ****** the customer service number to get a refund ****************), or to contact the BBB. The number does not work, it has a prerecorded message, which directs you to their online website. There is no way to contact customer service through their website or app, only to leave feedback. This is highly unprofessional, the customer service number needs to be updated online, and using an excuse of them being busy does not justify this type of customer service. I want my money to be refunded and I want further action by their corporate representative to be taken for the treatment by the two employees. Calling the police instead of refunding an order is insane.

  Business Response

  Date: 02/07/2025

  Thank you for contacting our office to assist with this issue.  A refund has been processed for the customer.

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Simply refunding me does not solve this issue. What procedures have you put in place to keep this from happening again? Whose policy is it that if they are busy inside, they are not allowed to give online orders out of the drive through window? What has been done to two workers? What policies do you have that allows someone to call the police on someone instead of refunding their order in house? Why is there not an option to cancel an online order on your own? Why is the customer service number outdated online? Why was I not contacted about any of this? Where is the apology? I can go on for days about how a simple refund does is not an equitable solution. 
  
  Regards,
  
  ******* ********
  

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/10/2025 at 4:29, I placed an order online. When I arrived and got to the speaker, I told them that I had an order and they told me to pull up to the window. After a long wait, they handed me the food and then told me that the shake machine was out of order. They asked me if we wanted another drink in place of a shake or a refund. Considering that shakes are more than a soda, I asked for a refund. I had to give them the food back, and was told to "go online and request a refund" because they have no way to do it. After realizing that I cannot request a refund online, I tried to call the location. No answer. I tried to call the customer service number on my order confirmation. Every time I completed all of the prompts, it disconnected me. I tried to call the restaurant again, and got an answer. She took all of my info and said that she would call me the next day, as they weren't going to do anything about it that evening. No call. I have not been able to reach anyone since. The worst part is that this is not the first time that this has happened. I have them the benefit of the doubt, and assumed it would be a one time issue, only to have the exact same experience. I even filled out the online survey with no response. If they are not able to prevent someone from ordering an out of stock item, then they shouldn't be accepting online orders. The least they could have done was call me to tell me before I drove there and waited in line.

  Business Response

  Date: 01/14/2025

  Thank you for contacting our office in an effort to assist you with this issue.  Please provide payment information:  Type of payment (credit/debit/mobile pay), ************* etc., last 4 digits of your payment information, and reference the BBB complaint number.  This information should be submitted to our secured email address of ***************************************************************.  

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  I provided the requested information and have had no communication since. 
  
  Regards,
  
  ******* ******