Business Profile

Restaurants

Steak 'n Shake

This business is NOT BBB Accredited.

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Complaints

Name: Steak 'n Shake
Address: 107 S Pennsylvania Street, Indianapolis, IN, 46204-3667, USA
Telephone: (317) 633-4100

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

Customer Complaints Summary

120 total complaints in the last 3 years.
39 complaints closed in the last 12 months.

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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:01/04/2023
Type:Service or Repair 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! I placed an order via the *********************************************** website on Monday of this week. The order number was *****************. I ordered two shakes, chili, and an order of cheese fries. When I arrived to the restaurant, there was a sign saying no shakes on the menu. When I politely asked if I could be refunded, I was told that they could not do that at the restaurant. So I asked for a manager for further direction on how to get a refund. He blankly stared at me and said there was nothing he could do to help. Ive tried calling customer service phone numbers, but they are all out of service or disconnected. I would just like my refund of $19.58, I was very disappointed with this entire experience.
Business Response
Date: 01/05/2023
Thank you for contacting our office. Refund has been issued to the guest.
Customer Answer
Date: 01/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
*********************
Initial Complaint
Date:12/23/2022
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.
I tried ordering food through Steakn Shakes mobile app for pickup on 12/19/22 around 7pm at the ************* location in ************. I made multiple attempts to pay with my credit card and debit card with an error saying my payment could not go through. I gave up and got food somewhere else. I saw I got charged on my debit card and credit card the next day for the order. The mobile app shows no order history at all. No email or text that my order had been received nothing! They stole my money and I have not received any sort of response from them. I want my money back.
Business Response
Date: 01/09/2023
Thank you for notifying our office of this issue. We will reach out directly to the guest in an effort to process the refund.
Initial Complaint
Date:12/18/2022
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.
On 12/16/22 I placed an online order for ******************************************* however when I arrived at the restaurant the doors were locked and nobody was there and I was not able to request a refund online. I was charged $12.45 and Im trying to get refunded that back to my card as I never received the food.
Business Response
Date: 12/19/2022
Thank you for contacting our office reference your OLO. Refund has been processed and guest should see the deposit on Tuesday, 12/20/22.
Customer Answer
Date: 12/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
***************************
Initial Complaint
Date:12/16/2022
Type:Sales and Advertising 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.
Thursday, December 15 between 6:45 pm and 7:40 pm. Online order not found even though I had a confirmation. Finally found it. Asked to wait 30 minutes later go in. Order was wrong. Replaced the incorrect items. Go to car drink carrier breaks sending drinks and milkshakes everywhere in my car. Asked to speak to the manager had to wait for 15 minutes. Tried calling corporate office but the phone number is no longer working. Called the restaurant and tell them I want the manager up front. Finally comes. Told her what happened she gives an attitude and says it isnt her fault. Begrudgingly offered to remake drinks and shakes. Found another number for corporatenumber no longer working.
Business Response
Date: 01/03/2023
Please provide store location so the issue(s) can be addressed accordingly. Also, in order to issue a refund please provide OLO number, along with payment type (mobile pay, debit/credit card pay, etc.) last 4 digits of account used, and total ticket amount. Please advise customer that we now offer a feedback link on our website, steaknshake.com.
Initial Complaint
Date:12/11/2022
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.
I had an unexpected experience at the ****** **** store on ********************************** today, Sunday December 11, 2022. I made an online order at 4:49 this afternoon. I used the website and prepaid using a credit card. When I arrived to pick up my order the doors were locked. There were at least 6 employees in the store. They would not come to the door. I went to an open side door where an employee told me they were closed, even though the store is advertised to be open until midnight. I asked why they were closed, and that I had just made an online order for $50.15. I was told they had a large catering job and they closed the store to take care of it. I asked for a refund. I was told that I would have to go online to a website and request a refund. The employee was not rude, but the only reason I was lucky enough to talk to anyone is because they were outside smoking a cigarette. There was a car waiting at curbside pick up as well. I was basically dismissed after being informed my online order would not be filled. So I spent $50 on a lot of food for my family. I received no food and I am out $50. There really is no contact information for that franchise except the phone number, and they wouldnt answer the phone. I decided to email corporate to be able to get a refund in a timely manner. If the manager made the call to close, why were orders being accepted? This was not an act of god event that forced closure. There were plenty of employees. My perception was they were tired from fulfilling the catering request, and they closed the store because they didnt want to work for the remainder of the day. I could be wrong, but I was not happy with the situation. The store info ************************************************** ****** ********** ******** ROAD ********************************************************************* ************** Order # ***************** (Note: You do not need this number to pickup)Customer Name:********************* Customer Email:*************************** Customer Contact Number:***********
Business Response
Date: 12/14/2022
Thank you for contacting our office and please offer our apologies. ******************** refund has been processed and funds should deposit to his account on Thursday, 12/15/22.
Initial Complaint
Date:12/08/2022
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.
12/05/22 $23.83 Attempted delivery order through their app but my payment failed multiple times. Then suddenly after switching payment methods all 3 attempts went through without any confirmation message. I got the 2 extra orders canceled and received my refund from my 3rd party payment option.Have not heard back from Steak and Shake after leaving complaint on website with request for contact.
Business Response
Date: 12/14/2022
Thank you for contacting our office. This issue has been forwarded to App Support, who will contact the customer to issue a refund.
Initial Complaint
Date:11/27/2022
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.
I was told I would receive a refund and do have the receipt showing that they did only end up charging me ***** and not the ***** I was charged. This was on 11/12/2022. I still have yet received the refund back to my card. I call and there is no answer all the time. I went to the restaurant and they are not open inside and the line for the drive through is ridiculous. I just want the remainder of my money back. This was the ******************************************* in Colerain ****. **** *********** their phone number is ********** and store number is 333
Business Response
Date: 11/28/2022
Thank you for notifying our office of this refund request. Communication has been sent to the guest requesting information in an effort to issue the refund requested.
Customer Answer
Date: 11/30/2022
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.

They have never contacted me and still no refund is on my card. We were charge the 10$ and some change because we did get the shakes but not the food. We still need our refund for the food part.

Regards,

***************************
Business Response
Date: 11/30/2022
Information was requested of guest to provide payment details as this is the only way to process a refund (see attached). We are more than happy to assist the guest and she can also contact our office at ************, select to speak with the receptionist for further asistance.
Initial Complaint
Date:11/21/2022
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.
On November 9th, I parked for the night at the ********************************, I looked at the Steak 'n Shake hours (it said it was open), ordered dinner (order #*****************), and it said to wait 5 minutes. I went into the truck stop, Steak 'n Shake doors were locked! No sign on the door saying they were closed, the app said it was open. So, the restaurant STILL took $4.84 + $2.00 rewards. I sent a message to their ******* account, they said to send a complaint on the website (which I did), and still nothing. So, I am asking for the company to refund the $6.84 to the credit card I used.
Business Response
Date: 11/28/2022
Thank you for contacting our office reference this issue. Our app support group is looking into issuing the refund.

Customer Answer
Date: 11/28/2022
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.

The company (Steak & Shake) only said they are looking into the matter. No refund to my credit card but the reward points have been received. It may be half of the resolution, but it's not 100% yet. It's not a part of the resolution, but possibly tell the restaurant that if they are closed, they should tell the app to stop accepting orders and put a sign on the doors.

Regards,

***********************
Business Response
Date: 11/30/2022
The guest received a refund of $4.84 to the card used and the $2.00 rewards was re-added to his app account, as requested.
Customer Answer
Date: 11/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
***********************
Initial Complaint
Date:11/06/2022
Type:Customer Service 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.
Per the Steak and Shake website, the restaurant opens at 10:00AM. The phone rings and just stops-no recording saying it has been disconnected. Drove 58 miles and a bridge/road toll of $12.00 one was and $4.30 coming home only to find the location is CLOSED. I then call the corporate number and it gives me prompts. When I prompt the extension for customer feedback, it says the number is no longer in service. If it is no longer in service, why does it answer saying Steak and Shake? Why does it then give an option for feedback? This company is a fraud. I want my gas and tolls reimbursed. If a business is closed, then either the ******** page should state that, or the location should be removed from your website. To not do so is fraud. If the location is a franchise-that is the corporate problem and ultimately, they should make sure the information on their website is accurate. Please send me $37.00 for gas and $75.00 for my time for a total of $112.00. I am diabetic and planning my meals is important. No wonder their business is dying.
Business Response
Date: 11/08/2022
Please provide restaurant details, we have no open units near **.
Customer Answer
Date: 11/08/2022
I assume the genius that responded is illiterate or blind. I provided the address. I also attached the page from THEIR website (and am doing so again) downloaded just 2 minutes ago that show PER THEIR WEBSITE, THAT THERE IS AN OPEN STEAK AND SHAKE IN **********, ********. So perhaps the genius who responded can open her eyes, open the attachments, AND READ. I clearly stated that it shows on their website as well that the Steak and Shake in **********, ******** is CURRENTLY opened. Possibly, she could actually look into this instead of wasting more of my time.
Business Response
Date: 11/10/2022
This issue is being forwarded to the Franchise Owner of the ******** SnS. Our office will not be able to assist the guest. The original attachment could not be opened. Have a great day.
Initial Complaint
Date:11/03/2022
Type:Delivery 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.
My daughter went to Steak and Shake on October 13th, she placed the order and paid $19.37 for it. It was about 12:30-1:15 pm. She paid with a USAA debit **** card, ending in ****. A little bit after that, a fire broke in the kitchen and costumers were asked to get out. Firetrucks and police showed at Steak and Shake and took care of the fire. The restaurant was closed and has been closed since then, and I haven't been able to contact Steak and Shake to get me a refund. The phone numbers listed in the web are not working. I'm filling on my daughter's behalf since she is a minor.
Business Response
Date: 11/04/2022
This issue will be forwarded to the Division President for follow up and refund request.
Customer Answer
Date: 11/09/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
*********************

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Steak 'n Shake is NOT a BBB Accredited Business.