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Business Profile

Restaurants

Steak 'n Shake

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

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

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Steak 'n Shake has 30 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/30/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Still waiting on a refund, placed an order through ********************************************* website and got the completely wrong order. Order number was ***************** at *****************************************************************************. Not even the correct drink, no fries, and the wrong sandwiches, just a few cheese sandwiches and a NON-DIET drink!! didn't have anything I ordered! Shame on them for being so careless with my food and probably someone else's. Not even a receipt provided on the physical bag.

      Business Response

      Date: 11/14/2022

      Refund has been issued to ****************** on 11/14/22.

    • Initial Complaint

      Date:10/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      A few weeks ago my husband and family went through the drive-through of ********************************************** We ordered two meals under five dollars a kids meal for our son with a milk and a cup of chili. When we got home without looking we had already started eating our meal and we took the milk out of the bag. None of us had touched this milk previously its sat in the front seat in the bag until then. Im very glad that I didnt just hand this milk to my toddler and I am very disgusted to say that I noticed immediately that the milk was open or at least half drank or more and the outside of it was very greasy. I feel as if we received a piece of garbage in our meal. How does that even happen? A milk that is drank out of or was already served should be taken straight to the trash. I dont know who drank out of it or if somebody spit in it (the people working did not look happy) and like I said I am very thankful that my husband or I did not give this to my son without realizing he wasnt the one who drank it. When I opened my chili bowl I didnt have the stomach to eat it - it was cold and looked watered down and pre-stirred. I dont know if there was anything wrong with it but after receiving the milk in that condition I did not want to chance eating it. I immediately tried to call the restaurant to let them know and make things right and I was even more upset that no matter how many times I tried to call nobody answered. I couldnt contact anybody. I tried to find a number to contact ********************************************* corporate office and there was absolutely no way that I could find to talk to somebody to file a complaint. So here I am on the Better Business Bureau website trying to let people know that this experience was not good and in my opinion it was not safe.

      Business Response

      Date: 11/01/2022

      Thank you for notifying our office of this concern.  Please provide the specific location so this issue can be addressed by managment.

    • Initial Complaint

      Date:10/26/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Date of failed service: Friday, September 30, 2022 Time: 11:55 am.Order# ************ Last 4 digits on card: **** Name: *********************** (I regret not getting a screen shot of the amount on the confirmation email. I do have the exact amount on my bank statement though.) 24 dollars and like 82 cents or close to. *********************************************** **************************************************************** I put in an order via *********************************************** app. It was processed and I received a confirmation email. Went to the store to pick up my order and the store was closed. Have called and spoken with the manager, three different times and filed three different reimbursement requests and have not heard back still. My money has not been replaced. would greatly appreciate this situation being investigated. $25 is a half a tank of gas and I cant just afford to give businesses money for nothing in return. Will not patronize *********************************************** any further until the situation is made right. Will also urge, friends, and family members to do the same. Thank you for your time.

    • Initial Complaint

      Date:10/12/2022

      Type:Product Issues
      Status:
      Answered
      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.
      10-3-22Steak and shake ******************. Order number 579. Host ****. Drive thru. 5:55pm. Total $*****we gave my son a gift card as he is away for college and I write the amount on the cards in black sharpie. When he paid at the window **** walked away to the front counter and came back and said it didnt work, he did not try and run it at the register. After talking to me he realized **** went to the front to grab a gift card that was not activated and gave that to my son. We know this because there is no marker on this one. He paid with debit and told **** the order was wrong. He waited and got over cooked fries, but found his burger and bun undercooked. It wasnt even wrapped up all the way and in an old wrapper..He ended getting sick and missing school the next day. An hr after leaving the store he tried calling and when he explained he was hung up on. He left a ******* message and they told him to email. We have emailed 3 times with no responses. We want our money as I know there are cameras in the store. **** owes my son 25 dollars he stole from him and we cannot get ahold of anyone to resolve this. He also spent ***** that night on food he could hardly eat and got food poisoning on so I would say a refund for that would be another option.

      Business Response

      Date: 11/01/2022

      This issue has been forwarded to the Division President for follow up.  Thank you.

    • Initial Complaint

      Date:10/07/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 10/01/2022 I went thru the drive thru at Steak 'n Shake No: ******* (bar code ******) ******'s name is on the receipt stamped 1:27:16 pm. On the receipt they encourage their Rewards program and give instructions. For about an hour I tried. It said the scan was invalid. I called the store, ******, manager said the program had changed, I called the ************** number on the receive for feedback, it's disconnected. Why are companies allowed to misdirect the public and spend time? I think they should stop the Reward instructions and the disconnected phone number on the receipt now, further incorporate my reward balance (****** said it can't be entered now.)

      Business Response

      Date: 10/31/2022

      This issue has been forwarded to our App Support Associate for assistance.  Due to staffing issues this issue will be addressed by the end of the week.  Thank you.

      Customer Answer

      Date: 11/01/2022

      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:10/01/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Ordered an online delivery order through the Steak and Shake app on 10/01/2022. Around 12:30pm, I saw the order status was changed to "completed", only to check my front porch and realize the food wasn't there. I checked nearby buildings and they didn't have my food as well. For some reason, within my order the address got changed to JUST the street name and apartment number with no other identifying information whatsoever, even though I know the address was correct when placing the order. I tried calling the delivery driver's number only to find out the number is inactive. I called the store as well, but they claimed they couldn't do anything about it, as the order was picked up a while ago and they never brought the food back. I'm very disappointed right now and want a full refund of my order at the very least. Order #: *****************.

      Business Response

      Date: 10/03/2022

      Thank you for contacting our office reference this issue.  Please have customer provide payment type and last 4 of account/card #used.

       

      Customer Answer

      Date: 10/03/2022

      To answer their request, I used a credit card as my form of payment and the last 4 digits are ****.

      Business Response

      Date: 10/06/2022

      Refund has been issued to card number provided by ***************

      Customer Answer

      Date: 10/07/2022

      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:08/31/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 placed an online order on Aug 30 however I got stomachache and diarrheas after eating the food. It made me very uncomfortable. I called but cannot get hold of anyone. I would like a refund of my order, thanks. Order number *****************, email is ********************** thank you

      Business Response

      Date: 09/01/2022

      Thank you for contacting our office we will investigate this issue.

      Business Response

      Date: 09/27/2022

      Mr. ** order was refunded on 9/13/22.  Please have Mr. ** contact our office at ************ connect with the receptionist for further assistance.

      Customer Answer

      Date: 09/27/2022

      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:08/30/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 ordered 2 burgers, one with bacon which is extra meat and one with veggies. Nothing was on the burgers and I tried to call to reach out but no answer. I went back to the store to get a refund because nothing in my order was right. No money was given back and the employees were RUDE. I upwelling in food service, I understand the frustration but nothing I had was right. I drive 30 mins out here to get ********************************************* because I missed the service and food but I will never be back. I am beyond disappointed. That lady ruined the 10 years I have been coming to *********************************************

      Business Response

      Date: 09/01/2022

      Thank you for contacting our office.  We will look into this issue.

      Business Response

      Date: 09/27/2022

      A message was left for guest to contact our corporate office for assistance.  Please provide restaurant location and the owner/operator will make contact with guest.

    • Initial Complaint

      Date:08/30/2022

      Type:Product Issues
      Status:
      Answered
      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.
      8/06/2022 I used my debit card at ******************************************* ****** street ************ for $23.06. My order was placed at 12:33 pm at 1:30 no food & was informed the shake machine was broke. The restaurant was full of people all demanding their money back or gift card. No one was really in charge. One girl had only worked 3 weeks & called corporate with no answer & the only answer was corporate was on vacation. I never got reimbursement & would seriously like to receive my cash back. I have called corporate with NO answer. I have my receipt, got no food, no cash back they finally put a sign on the door closed

      Business Response

      Date: 09/01/2022

      Thank you for notifying our office.  We will look into the issue.

    • Initial Complaint

      Date:08/29/2022

      Type:Product Issues
      Status:
      Answered
      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 placed an order through the app for fries and a milkshake and paid in app. Upon arrival, they said they were out of fries and milkshakes but could not refund the order. They told me to file a complaint through the app instead. Please refund my money.

      Business Response

      Date: 09/01/2022

      Thank you for notifying our office of the issue.  The ********************** will be notified to assist the customer with the request for a refund.  thank you.

    Steak 'n Shake is NOT a BBB Accredited Business.

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