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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:08/08/2022

      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.
      Never received our order and want it refunded . Cannot get ahold of the company

      Business Response

      Date: 08/22/2022

      The attached receipt shows the order was placed inside the restaurant at a kiosk.  Please provide details of why the order was not picked up by the customer at the register.

    • Initial Complaint

      Date:07/25/2022

      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.
      On Friday July 22nd I used the online app to order dinner for ***** at the location in ****** **** on **** ************** drive, when we arrived to pick up the order no one answered the phone. The front door was locked saying only curbside and drive thru was open, but the drive thru was not not being manned. About 10 minutes later the staff member inside left and we still had not been given our order. I tried to call to call to get a refund on the following three days and the phone just hangs up. I have the email confirmation with number and tried to call the corporate office but no one is answering there either.

      Business Response

      Date: 08/08/2022

      ********************************************** submitted feedback through our company feedback link requesting a refund.  A refund was issued in the amount of $29.45 on July 29, 2022 at 9:45 am.  

    • Initial Complaint

      Date:07/19/2022

      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.
      On July 9th 2022 around **** my family and I went into ************************************************ The tables were dirty, trash was overflowing, food and drink spilled on the floor, nothing was stocked, no ice in the drink machine. We ordered our food to go, and waited for 30 minutes. After people who ordered before us started to request refunds due to waiting over an hour we decided to go ahead and ask for a refund. The manager stated that she refunded me, the charge showed as pending and now I have been charged. I called my bank to see if there was pending refunds and stated there wasnt and If I had been refunded Saturday it would have been posted at the latest 7/13/22. I have filed 3 formal complaints with ************************************************ with no response. Called the nicholasville store with no answer, Called corporate with no answer. One manager answered yesterday and requested I texted her on her personal phone with my receipt- after telling her I didnt feel comfortable doing that and requested to speak to her supervisor she said Im the only one here offering no other person to speak to or resolution. I went into *********************************************** on 7/13/22 asked to speak to the manager and he took my receipt and stated he will give it to his manager to call help desk and look at. Advised I either come in first thing in the morning or call. I have called with no answer multiple times. The charge is almost $30 which is 3 hours of work for me. I know others in the store have had the same issues and this will likely continue. I am needing help with this matter.

      Business Response

      Date: 07/20/2022

      Thank you for contacting our office reference this issue. This is being forwarded to the Franchise Owner of the ************* SnS for follow up and refund request.

    Steak 'n Shake is NOT a BBB Accredited Business.

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