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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/09/2025

      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.
      On 1/2/2025 I placed an online order for pickup. Upon returning home I found that my order of fries was missing. I immediately called the store and the lady I spoke with asked if I wanted to come back for them or get credit. As the rest of my order would be cold by the time I went to the store and back I asked for refund back to my credit card. Over a week later, no refund issued. I sent feedback on their website on 1/4/2025 and have not gotten a response, nor has a ******** message sent 1/8/2025 been answered. Their listed customer service phone number ************** tells you to send feedback on the website and disconnects the call. I know it's a small amount but being ignored/forgotten makes this a matter of principal.

      Business Response

      Date: 01/10/2025

      Thank you for contacting our office to assist you with this issue.  Please accept our apologies for the inconvenience this may have caused you.  A refund has been processed as a requested.  

      Customer Answer

      Date: 01/11/2025

      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. I would hope in the future Steak 'n Shake would respond to customer issues in a more timely manner.


      Regards,

      *** *******

    • Initial Complaint

      Date:01/01/2025

      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.
      Ordered food at 11:31 on dec 31 , somehow restaurant was closed and locked all doors. Went to window and no one came , employee made eye contact and proceeded to try and hide. Right after I decided to cancel my order , I seen they put it as completed. No refund or anything.

      Business Response

      Date: 01/02/2025

      Thank you for contacting our office to assist you with this issue.  Please provide payment information (debit/credit card/mobile pay), **************** etc., along with the last 4 digits of the account used.  Email this information to **************************************

    • Initial Complaint

      Date:12/29/2024

      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.
      11/18/2024 I spent $18.83 at ******************************************* with my girlfriend on 2 separate meals after placing an order we received a cold meal we immediately returned the food and left after requesting a refund on food I got the receipts. Very rude employees I can't stomach going back to that location its been almost 2months and I'm still waiting for a refund? Unacceptable

      Business Response

      Date: 12/30/2024

      Thank you for contacting our office to assist with this issue.  Please provide payment information to ************************************** type of payment method credit/debit card/mobile pay, along with last 4 digits of the account used, whether this is a **************** etc.  Reference the BBB complaint number.

    • Initial Complaint

      Date:12/13/2024

      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.
      October 30th I went thru the drive thru in ***********. It took over 40 minutes to be served. Once we finally got our food it was cold and wrong. The doors to the store were locked so I had to go back thru the drive thru. The woman in the window claimed to be the manager and said that she would not remake the order only refund it. After not receiving the refund I called the store and finally got ahold of ****. He said that he was the regional manager and that he would make sure that I recieved the refund. I have tried reaching him for a while now one time I did get a hold of him he said that someone would call me and they never did. Got a hold of him again said that he would make sure it was taken care of. Still no refund and now I can't get ahold of anyone again.

      Business Response

      Date: 12/16/2024

      Thank you for contacting our office to assist you with this issue.  The refund is being processed this morning.

      Customer Answer

      Date: 12/19/2024

      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. 

      [Provide details of why you are not satisfied with this resolution.]

      Regards,

      ********* ******

      Customer Answer

      Date: 12/20/2024

      I have not received the refund that they have claimed to have made.  

    • Initial Complaint

      Date:12/09/2024

      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 ordered online in ***********, ** on 12/8/2024 around 7pm.Ordered stated it was ready at 7:33. Total was $20.58. I made it to the store, went through the drive thru and sat in line 10 minutes. I parked and went inside since I was under the impression that it was ready. I was not greeted upon entry and the staff was rude when I asked if it was going to be a while on my order because I had somewhere to be at a specific time. Before I could get my question out, a girl in the back yelled in response, "i'm waiting on fries." I told them I would get a refund because I couldn't wait any longer after waiting 20 minutes already. I went online for a refund and was instructed to contact the store for a refund because they use a different system to take orders. I called the store 12/9- no answer. I drove to the store and they told me they are not able to give me a refund since I ordered online. I want my money back for an order I didn't receive. Corporate's number does not work.

      Business Response

      Date: 12/10/2024

      Thank you for contacting our office reference this issue.  We have processed a refund back to the customer's account.

    • Initial Complaint

      Date:12/03/2024

      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.
      Apparently ordered the same thing twice. Made sure to only leave with one order so they could understand I did not want both. When tried to get refund for one of the orders, they explained that their manager was off and to come back the next day. Tried to dispute on their site, but was redirected to the Olo site as theyre the service party used by ************************************************ Once I got to the site, it stated that I need to contact the original place. Just one big loop hole and still never got my refund.

      Business Response

      Date: 12/04/2024

      Thank you for contacting our office reference this issue.  A call will be placed to the customer to resolve the issue.

    • Initial Complaint

      Date:11/20/2024

      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.
      I ordered 2 separate orders through the ********************************************************** and i ordered on the mobile app at 2:16pm & 2:30pm on 11/20. I didnt receive the second order and wasnt able to go back. I got my kids meal but the fries were soggy and stuck together along with the onion rings being the same way. It seemed that they were undercooked and were sitting awhile. I called the store to ask for a refund and the employee told me I need to do that on the app, but i wasnt able to find where that option was. I would like to get refund of $14.58.

      Business Response

      Date: 12/02/2024

      Thank you for contacting us again reference this issue.  The refund has been approved, and we need payment information from the customer, type of payment used (debit/credit card or mobile pay), ************* pay, last 4 digits of the account used for payment.  Information can be emailed to our company directly:  **************************************

      Customer Answer

      Date: 12/02/2024

      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. I will email the needed information to *************************************************************************************** ********

    • Initial Complaint

      Date:11/16/2024

      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 11/02/24, I placed a mobile pickup order for two meals at steak and shake. They were out of almost everything in said meals, due to truck issues. They said they would issue a refund, but I believe all they did was void the ticket. They did not ask for payment information to process the refund, and all it said at the bottom of the voided ticket was overpayment - no payment details, nor specifying they had issued a refund. It has now been fourteen days, well outside of the processing time for both my bank and steak and shake, and I still have not received a refund. Not only have I not received a refund, the payment actually posted after they claimed to have refunded me. It has been twelve days since the payment posted. Not only was there not a manager who was able to process refunds on staff the night this happened, leading to them having to call him and get directions to do so, the store has been entirely unhelpful - only offering to remake the food, which makes me believe they never processed the refund and they know so. On the app, the order also says completed, which is false because they never made the food nor did I ever receive even a single drink from them. At one point, I was told to call back the next morning to contact the owner - and he either refused to come to the phone or the employee who answered refused to go get him. This is entirely unprofessional and borderline theft, and says incredibly transparent things about this companys morals and how they operate.

      Business Response

      Date: 11/18/2024

      Thank you for contacting our office to assist you in this matter.  Please provide payment information so the refund can be processed.  Information should be sent via email to **************************************

    • Initial Complaint

      Date:11/09/2024

      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.
      The employees (a manager, waitress and ****) threatened my son and his friends who were just trying to get a milkshake until I could pick them up. When I arrived, they were standing in front with a largr knife in hand. I asked to speak to a manager. She instantly told me to get off her property. I asked what my son and his friends did. She said my kids tore up her store a few weeks ago (none of them have even been there before). She told me to leave and I was not welcome back. Then she said "see that knife? We're not afraid to use it! At this point, the officers who were with my kids (they flagged a police car down to help keep them safe until I arrived) came over and tried to resolve the situation. The workers then accused me of doing and saying things I did not. I had been there for maybe 45 seconds at this time. The officers said the boys did nothing wrong and they remained very respectful and polite. The whole situation was blown out of proportion and I was appalled when I showed up to them with a knife staring down my son and his 2 friends, even while they were talking to police officers.I am trying to get a hold of corporate or the franchise owner of this location to let them know about the behavior of their employees. Any help putting me into contact with them would be appreciated.Thank you!

      Business Response

      Date: 11/12/2024

      Thank you for contacting our office with this issue.  An email has been sent to the guest requesting additional information.

    • Initial Complaint

      Date:11/01/2024

      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 the Steakn Shake website on September 29, 2024, at 10:51 pm. I did not get my order on arrival at the store at 10:57 pm. An employee came to the door and stated the store was closed for the evening. I was charged $29.29 for the order placed online that I did not receive. The order number was Order # *****************.On October 2, 2024, I contacted the phone number listed on the online receipt to discuss my issue of non receipt of the order. The number provided on receipt was ************ which is the ************************** (store phone). I requested a refund. The store manager stated I needed to contact someone from Steakn Shakes online support to resolve this issue and refund my order. The manager could not provide any phone number or email to contact anyone for online support. After searching online for Steakn Shake online support, I emailed on October 2, 2024, to ******************************* and requested a refund. I received no response. Subsequently, I filled out an automated service feedback survey on October 3, 2024, and requested to be contacted for the non receipt of my order. There was no response.I am requesting that I am refunded the $29.29 for the order I did not receive.

      Business Response

      Date: 11/04/2024

      Thank you for contacting our office to assist you with your issue.  A refund has been processed this morning to your account.

      Customer Answer

      Date: 11/04/2024

      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,

      ****** Mall

    Steak 'n Shake is NOT a BBB Accredited Business.

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