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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

    • 120 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:10/31/2024

      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.
      on 10/31/2024 (halloween) i ordered on the ******************************************* app at approximately 9:14pm. on ****** it said they closed at midnight, but on their doors it said 10pm. i was fine with that since we had ordered just in time, yet when we got there both the drive through and the main doors were blocked off/locked. we waited at the drive through and employees looked at us, yet walked by. when we finally got ahold of someone, she had told us the restaurant closed an hour earlier due to it being a holiday. yet they still received my order, and it said on my app that the order was completed at 9:19pm. i was not given food nor a refund whenever this was happening, i have yet to still revive a refund as well. the woman told me i would be receiving a refund since they didnt have any food to give, but i have no signs of one, and im not sure how they would do it since it was through the app. i just need my refund. this all happened at the ********** location in **********, **.

      Business Response

      Date: 11/04/2024

      Thank you for contacting our office to assist you with this issue. Please email the following information so that a refund can be processed:  type of payment (debit/credit/mobile pay), ************* pay etc., last 4 digits of the account used.  This information should be emailed to ***************************************************************.  

    • Initial Complaint

      Date:10/14/2024

      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 my October 14, 2024 I went to the *********************************************** located at ****************************************. I ordered a FREE Specialty Milkshake (Daily after 4 pm) that allowed me to get a free regular shake through the app. When I did this, the shake cost $4.99. When my order was called it was a junior shake. I asked and the manager who was very rude and even racist stated that he was not giving me a regular shake and that he did not care if the coupon said regular. I left it alone and he continued running on saying he was not taking anymore coupons from me and that since I was not paying for it I need to take this junior. I would have left it alone and not report it but it all seemed really rude and poor customer service especially since this is a grown man located near a university setting. I also believe this is theft since a junior is $3.29 so he basically pocketed what I would have gotten from my shake which makes me wonder if they are always stealing.

      Business Response

      Date: 10/28/2024

      Thank you for contacting our office to assist you with this issue.  The information has been forwarded on to the Owner/Operator for further assistance.  

    • Initial Complaint

      Date:10/13/2024

      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.
      10/13/24 I ordered ************************************************ online, the Dasher who picked it up and delivered stated that the bag wasn't properly secured after he'd picked it up and the large drink was completely emptied inside the bag and soaking the food. He tried to return it and get a new one but he was told that he was required to deliver it and that I could request a refund.

      Business Response

      Date: 10/14/2024

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

    • Initial Complaint

      Date:10/01/2024

      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 around sep .27 I placed an order with *********************************************** thru the app, it was supposed to be delivered and it was then canceled by third party doordasher and *********************************************** processed the total anyways and never gave me a refund .I then placed a different order on 9/30 for pickup, thinking this way I would definitely have my food, when I walked in, I showed the employee my confirmation showing it was time to pick up, he then said oh I was on ****** on my phone idk who accepted the order he did not give my my food, neither did he give me my refund of $7. Clearly the employee does not want to even work there.On different occasions at night I have went here like a normal customer thru drive thru at around 11pm while online it says ther close at 2am, and they always say that theyre not taking orders anymore . So what are they doing for the remaining 3-4 hours every night? Basically stealing the companys money, and I honestly dont even know how this steak and shake is even open ************* owes me $20 plus the reward for a free milkshake I was given but was robbed of when they didnt give me my meal when I went to pick up

    • Initial Complaint

      Date:09/25/2024

      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 on Sunday from the app. I applied a 50 gift card and instead of being charged the 7.00 difference. I was charged ***** . I went to the cashier who was no help and offered no help. I have emailed the company 4 times with no response.

      Business Response

      Date: 09/26/2024

      Thank you for contacting our office to assist you with this issue.  This matter is being forwarded to the Franchise Owner as customer is requesting a refund the charge be added to their gift card.

       

    • Initial Complaint

      Date:09/23/2024

      Type:Billing 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 was dining at this location with my 2 kid. I did not like the service so when the check came I paid but left no tip. My daughter paid for her meal and left no tip. 2 days later that transaction updated and the waiter gave himself a 30% tip. He also did my daughter. I called this business to resolve this issue with no prevail. There's no telling how long that employee been doing this. This incident happened on 9/8/2024 at around 6:30 pm.

      Business Response

      Date: 09/24/2024

      Thank you for contacting our office to assist you with your issue.  Please provide the location in which you visited.  

    • Initial Complaint

      Date:09/23/2024

      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.
      My daughter was given a $30 gift card for her birthday by her Aunt. We were going to use the card out of town, as all of the Memphis stores have been closed, but upon checking the gift card is no longer good. The card number is *******************. The company should not get a windfall because we have been unable to use the card due to the fact that the company has closed every location in ******* and surrounding cities. I would like another gift card be resubmitted to us for $30.00. I tried calling corporate, but every number has been disconnected.

      Business Response

      Date: 09/25/2024

      Thank you for contacting our office to assist you with this matter.  In checking the card activity, we found no purchases were made and no inactivity fees being deducted from the card.  We are sending a replacement card as requested in the amount requested.   

      Customer Answer

      Date: 09/25/2024

      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,

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

    • Initial Complaint

      Date:09/15/2024

      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.
      September 15 at 2:30 PM me and my boyfriend was going to the drive-through while waiting at the window for food. The man handed me my tea. I took a sip of the tea and it taste like it was moldy so I put my hand out with the tea and he snatched it from me and threw my cuppa tea on the ground slammed it down by my truck my brand new truck and told me dont do that again hand in my tea because he aint allowed to take the tea or something after he doesnt give it to me. Im very disappointed. Im so ****** off right now.

      Business Response

      Date: 09/16/2024

      Thank you for contacting our office to assist with this issue.  Please provide the location, details of why a refund is to be given.  Payment type would be needed such as debit/credit card/mobile pay, ********************** pay, last 4 digits of the account used, total ticket amount as well as refund amount.  This information can be emailed to our company at **************************************

      Customer Answer

      Date: 09/16/2024

      Better Business Bureau:
      This happened on ************************************* , at around. 230 pm the amount I paid was *****. The manager took my food and receipt. And would not give it back . He took my tea and slammed it on the ground then called the law on *** paid with cash
      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,

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

      Business Response

      Date: 09/23/2024

      We will not be providing a refund to the guest as they have been trespassed off the property and no longer allowed at this unit.

      Customer Answer

      Date: 09/25/2024

      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. 

      They would not give me a refund they said first via email because I paid cash. Now they are saying I was trespassed from the propertywhich is very untrue. I will go to the police department and ask them . I was NEVER trespassed

      Regards,

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

    • Initial Complaint

      Date:09/09/2024

      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.
      Went to *********************************************** in *********** for lunch. Placed an order for me and my daughters and paid with a gift card. After waiting for food for almost an hour, another customer who was also waiting, advised us that the Mgr had walked out & staff left too. Lots of cooked burgers were on prep table and not dressed or served to customers. All of us tried to contact Corporate but the number was disconnected. I did a review/complaint on the website but I havent heard anything. Please refund the money spent for 3 meals with no drinks. It was $17+. Thank you. *******

      Business Response

      Date: 09/10/2024

      Thank you for contacting our office to assist with this issue.  We have forwarded the information on to the Owner/Operator to resolve.

    • Initial Complaint

      Date:08/26/2024

      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.
      Steak 'n Shake Gift Cards balance has been wiped from them by the company.One card activated no transaction missing $25 Second card partially used missing $9.93 Problem can't contact them by phone or email they only have a feedback form which will probably never get even looked at!These companies should be required by law to have either a legal email or phone number!

      Business Response

      Date: 08/27/2024

      Thank you for contacting our office to assist you with this issue.  Please provide the 16-digit card number(s) to ************************************* so that we may research the card activity and possible gift card replacement.

      Customer Answer

      Date: 09/06/2024

      I been waiting to hear back from them they said they were sending a gift card but have no seen it yet.

      Business Response

      Date: 09/11/2024

      ************ provided the information needed reference gift card balance and a new card was sent to him on 9/5/24.

       

      Customer Answer

      Date: 09/12/2024

      I don't accept the answer.  They are liars!  I never used the one card.  So I WILL NEVER ever buy another Gift Card from this company and going to tell everyone don't buy Gift Cards from this company!  They take the money saying you used it robbing you!  I never used the one card at all.  So now out of $35 and no gift card arrived they said they would send to me!  This places is crooked!  I won't do business with them again!

      Customer Answer

      Date: 09/16/2024

      Resolution accepted

    Steak 'n Shake is NOT a BBB Accredited Business.

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