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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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.

Initial Complaint
Date:05/19/2024
Type:Service or Repair 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 placed a mobile order at the **********, ******* location however when I pulled up to get my food they had no record of the order!I offered to pull into a drive thru holding spot so the traffic could move on. They sent someone out to check things over, correct location mostly. They eventually took my order and filled it. The original charge is still showing, and has not dropped. I was charged two times for the order, one for the order they couldnt find and another time for when I reordered. I was assured if they didnt have it in their system, it would fall off my account. The charge is still there, and its been five days since the incident. I would appreciate if this could be looked into. The order number is *****************. Location **********, *******. Placed on May 14, 2024. Thank you.
Business Response
Date: 05/31/2024
We apologize for the inconvenience and delay. A refund has been processed to the card on file.
Initial Complaint
Date:04/30/2024
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.
I went to the ******************************************* on **************** and placed my order. When I got home I realized that we were missing 2 cheese burgers. I went back to the store with my recipe explaining what had happened. The person that I spoke to said it would be about 40 minutes before I could get my 2 cheese burgers. I refused to wait being my whole dinner along with my family has already been ruined! I went to ********** and received my 2 burgers promptly. After realizing what ******************************************* did I tried calling the store but no answer, I tried calling them several times but no answer. I tried finding a email for customer service but there is none. This should be illegal and I will promptly file a complaint with the *** due to the inaccessible way to reach this company. This is considered theft and they can hide behind a restaurant license wich is wrong especially when they don't fulfill your order and refuse to fix it.
Business Response
Date: 05/02/2024
Thank you for contacting us to assist you with your issue of missing burgers. Please provide a copy of your receipt to *************************************. We will forward this information on to our Division President to follow up with the staff at this location. Reference BBB complaint ID #******** when providing the requested receipt.
Initial Complaint
Date:04/25/2024
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 order some *********************************************** and the order was cancelled but when I checked days later to see if my money was refunded they never did. Ive called customer service and the store the number isnt in service for the customer service and no one is picking up the store order at all. How can you be such a big business with no customer number. I need a refund and it could have been handled last week if any of these options worked.
Business Response
Date: 04/25/2024
*******'s account was refunded after speaking with a representative from our **************** today. Please note there are directions to visit our website reference customer service interaction on the corporate phone tree.
Initial Complaint
Date:03/25/2024
Type:Service or Repair 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.
25 Mar 2024. I went to the Steak and Shake located at **********************************************************************, The burger line cook greeted me and said someone would be right with me and called someone to help me and he said they would be there in a minute. Fast forward 10 minutes later, still not body has waited on me and there are 4-5 people working on the drive thru orders, so I left and as I looked back, they didn't even took notice I left. I am assuming one of them was the manager since I saw no one anywhere else. This tells me you have poor management poor training, or your company is making so much money they don't need my business or anyone else's. I tried to contact access assistance through your feedback site as directed when I called, but the code I needed was not at the bottom of the page. Hence this email.
Business Response
Date: 03/26/2024
Please accept our apologies as the ball was definitely dropped in service to you. We appreciate your feedback and this information will be forwarded to the Owner/Operator of this unit.
Initial Complaint
Date:03/18/2024
Type:Service or Repair 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 came and got three milkshakes. The birthday cakes were terrible and tasted like I was eating frosting out of a straw. I went in to get it refunded and the manager said ******************************************* doesn't do refunds and they don't know why? Huh? She also said people came in earlier saying the same thing and they realized there is a liquid that they put in them but the machine was not working? I want my refund. They took my milkshakes back but would not give a refund. They also told me they didn't have red velvet and to pick something else but still put it on the receipt.
Business Response
Date: 03/20/2024
Thank you for contacting our office reference this issue. We have notified the Owner/Operator of the issue and are waiting on their response.
Initial Complaint
Date:03/01/2024
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.
Hello,I went to my local Steak 'n Shake and they provided me with the wrong order. I called the general customer service line but was unable to reach anyone.
Customer Answer
Date: 03/01/2024
***********************************************************************************;*****
Business Response
Date: 03/01/2024
The attached receipts were provided to our company under a different BBB complaint 6340025381CA9 from ***************************. ******************* also presented receipts that appeared doctored and could not provide the original order numbers as requested. The owner of this unit has decided to provide refunds to any of the orders presented by ******************* as they appear doctored. This is the email presented to our company:
From: *************************** <**********************>
Sent: Tuesday, February 27, 2024 4:48 PM
To: SNSPrivacy <*************************************>
Subject: Re: BBB Complaint Response

Order # *****************
Order # *****************
Order # *****************
Order # *****************
We are requesting that this complaint is closed with this information.
Customer Answer
Date: 03/04/2024
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.

I provided the original receipts from the order. If they look up the order numbers, they will easily tell that these are valid orders.
Regards,

***********************
Initial Complaint
Date:02/14/2024
Type:Billing 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.
I keep getting e-mails from this company despite my multiple requests to delete my account and clicking their e-mail unsubscribe button several times. Delete my info!
Business Response
Date: 02/26/2024
At the time of the first report, our IT department was contacted to make sure the customer's account has been deleted. This issue was escalated and it was determined that the account has now been deleted and removed from all communication.
Customer Answer
Date: 03/01/2024
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:02/07/2024
Type:Delivery 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 went to the location at: ************************************************************************ twice, and they gave me the wrong order each time. I ordered four double steakburgers with fries and four shakes on each visit, and they gave me someone else's order each time. I called the *********************************************** customer service line, but no answer. I called the store but their phone line is always down. Please help.
Business Response
Date: 02/15/2024
Thank you for contacting our office to assist you with this issue. Please provide a copy of your receipt/OLO confirmation receipt to ************************************* so that we may assist you,
Customer Answer
Date: 02/27/2024
I would like to reopen my case as I heard back from the company after submitting my receipt.
Customer Answer
Date: 02/27/2024
I contacted ************************************************ at the email they provided in their last message, but they haven't responded. I just wanted to make sure my complaint doesn't get closed out until they respond.
Customer Answer
Date: 02/28/2024
Yes, I have provided the information they have requested.
Customer Answer
Date: 02/28/2024
My complaint needs to be reopened as the company has not contacted me yet with their response. I didn't reply in time to BBB because I was still waiting to hear back from ************************************************ after I emailed them with the email they provided in their last message. Please reopen my complaint.
Customer Answer
Date: 02/29/2024
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.

I have provided the information they asked for, the company has not contacted me yet with their response.

Regards,

***************************
Business Response
Date: 02/29/2024
The information provided by the guest has been forwarded to the Franchise Owner. The guest was unable to provide receipts for the refund requested. A refund could not be processed at this time. Should the guest provide the required information we can forward the new information on.
Business Response
Date: 02/29/2024
The guest provided the attached screenshots but was unable to provide the entire receipt or order number related to the photos. One photo appears to be altered with a different time. At this time we will not be processing a refund due to the screenshots submitted by the guest.
Customer Answer
Date: 03/01/2024
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.] I did submit the receipts for the order. Nobody has followed up with me about the refund. I still cannot contact the restaurant since their phone is down. Can somebody please call me on the phone to resolve this pressing issue?

Regards,

***************************
Initial Complaint
Date:01/22/2024
Type:Product Issues
Status:
UnresolvedMore 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 charged twice by steak 'n shake in ************ **. one order the store was closed and another one i never got my food i would like my money back. i placed it in the mobile app under my email ************************** i used apple pay to pay both times and the last 4 of my apple pay is ****. look at attached photo of what driver sent of my order
Business Response
Date: 01/25/2024
We have been in communication with the guest and also in communication with the Franchise Owner reference refunding the customer.
Business Response
Date: 01/25/2024
We have notified the customer that her payment of $19.03 was declined, with proof of an accounting record. We are still waiting to hear from the Franchise Owner on refunding the amount of $13.73 as the complaint of not receiving food by courier is being investigated.
Customer Answer
Date: 01/27/2024
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.

One charge was declined and one charge went through. The restaurant was going to close so I wasn't able to get my food made etc. I would like my $19.03 that was accepted back because I didn't get my goods. The store was closed.

And about my ***** I will wait for you guys response. Please look at the picture on the delivery app. The picture is of rhe drivers hand in their car.

Regards,

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

Business Response
Date: 01/31/2024
Customer has been issued a refund.
Customer Answer
Date: 01/31/2024
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.

instead of getting my full ***** back for a order that couldn't be made because the restaurant was closed, i got ***** back. i find that unfair because its not my fault the system took my money when it wasn't supposed too

Regards,

*******************************
Initial Complaint
Date:01/20/2024
Type:Service or Repair 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.
on 1/19/24 i placed an order on the ******************************************* app . order ******. i was waiting an hour for my food and then all of a sudden it got marked delivered . i looked at the picture and it was a picture of the drivers hand over the camera. i called the restaurant and nobody was help. also on 1/18/24 at 9:51 i placed an order and they still took my money ($19.03) even though the app said the restaurant was about to be closed. this happened at the ************************************************************ **.
Business Response
Date: 01/22/2024
Thank you for contacting our office to assist you with your issue. We have submitted a dispute with Uber with your comments the food was never delivered. Please provide us with the payment type (debit/credit/mobile pay) account used ************* pay etc., along with the last 4 digits of the account used. This information can be submitted to ************************************* in order to process a refund.

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Steak 'n Shake is NOT a BBB Accredited Business.