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Business Profile

Restaurants

Steak 'n Shake

This business is NOT BBB Accredited.

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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:01/12/2024

      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.
      I ordered *********************************************** at ************************************************************************** for three combos in the amount of $34.06 including tax and delivery fee at 8:19pm. Each combo comes with a small fry and a drink, two of which are regular drinks, and one specialty milkshake which I paid extra money for. Upon delivery, I only received three burgers and one drink. I called the store and they put me on hold to go find a number for me to contact for reimbursement and they disappeared. I hang up to call back and no answer. I want a refund!

      Business Response

      Date: 01/31/2024

      Please provide the order number so we may look into your issue.  

    • Initial Complaint

      Date:01/10/2024

      Type:Delivery Issues
      Status:
      Unresolved
      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.
      12/28 I placed an order for delivery through the app. the order was marked delivered but i never received it. reached out via the feedback form the very same day and still have not heard anything regarding a refund. requesting a refund in the amount of $27.58 for order #*****************

      Business Response

      Date: 01/12/2024

      Thank you for contacting our office regarding your missing order.  We've contacted the owner and DoorDash reference your dispute.  Please submit payment type, along with the last 4 digits of the account used for payment to **************************************

      Customer Answer

      Date: 01/12/2024

      The type of card that was used was a **** and the last four are ****

    • Initial Complaint

      Date:12/26/2023

      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 December 23 2023 I placed an order online through the Steak and shake website. When I received the order the onion rings were cold and only had literally 4 onion rings. I also ordered a shake and when I opened the bag the cover was not on and the shake had spilled half out the burger was also barely warm. When I tried calling the store I called 6 times Noone answered. Finally right before closing time a manager answered. I explained My issues and she said she would replace and to come the next day.However I explained I was not able too because I was hit by a car and left paralyzed in 2019. She told me to place the order again online and took down my info for when I would call the next day.So the next day I called A manager picked up I explained the situation he first put me on hold came back and said the store owner advised him that they don't refund or replace I have to contact Door dash. I contacted door and they said did I take they are responsible for how packaging was done and or that the quality of the food was bad.They couldn't help me. I Called steak back same manager picked up said nothing he can do wait until today Monday the 26th and speak to store owner. I Called they same the owner didn't come in he makes his own hours . This is ridiculous..

      Business Response

      Date: 12/27/2023

      Thank you for contacting our office to assist you with your request.  We have reached out to the Owner/Operator reference processing a refund for the Online Order.

      Business Response

      Date: 12/28/2023

      The Owner/Operator was contacted on behalf of the guest.  It appears the order could not be found as it was placed under someone else's name.  Refund has been processed.

    • Initial Complaint

      Date:12/26/2023

      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.
      order #***************** was marked delivered but i never received it. when calling delivery support i was told to reach out directly to you guys since the order was placed directly through the app. filled out the feedback form and have tried calling the store numerous of times but have not received any form of communication back . requesting a refund in the amount of $22.75 due to the order not being delivered.

      Business Response

      Date: 12/27/2023

      Thank you for contacting our office to assist you with this matter.  In reviewing the original OLO, it appears the order was delivered on 12/20/23 at 6:35 pm.  We have reached out to the Owner/Operator on this matter to verify if the order was picked up by the delivery driver.  Once we receive verification from the owner, we will file a dispute with the delivery company reference processing a refund to the guest.

    • Initial Complaint

      Date:12/09/2023

      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.
      I called steak and shake and was told they dont take orders over the phone to order online. I did just that and selected order delivery options. My order was placed and a tracking was provided thru door dash around 7:48 pm. The order should have been delivered around 8:10 and it showed my order was passed around on the tracking 5 times. I called and spoke to a lady at steak and shake and was informed she never had the order. I gave her my order number and door dash driver. She then said yes I have that order, and she then said if you dont have your order by 9 or 9:30 call her back. I received a notification stating that a Uber eats guys was there picking up my order. I called him and asked what was going on with my order. He said the lady told him the order was already out. I asked to speak with the lady and she told me that she couldnt refund the money because it goes to the door dash or Uber eats. Clearly the Uber driver was there to pick up the order so it someone else had already picked up the she should have apologized and remade the food. Instead she pointed fingers and kept passing it off on the door dash and Uber eats people, stating that I needed to co tact them to get a refund. I was baffled because if a restaurant makes the food do they not make sure they get paid. I paid with my credit card. I could not call my bank to cancel the payment due to a weekend. I called back the customer service at the delivery drivers place and then informed me that it was up to steal and shake to refund. I think it was a lot of run around. I called back steaks and shake and got no where still the pouting fingers game. All I wanted was a refund. After 3 hours of waiting for the food I was frustrated and upset. All I want is my refund. I am out of town from another state and found it ridiculous to know verify when giving out food to delivery that it was picked up. The food was great three days before and I tried again but never received it. Not an apology or remake of my order. Sad!!!

      Business Response

      Date: 12/11/2023

      Thank you for contacting our office reference your recent order.  A refund has been processed as requested, as courier cancelled delivery order.

    • Initial Complaint

      Date:12/05/2023

      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.
      Today we went to eat we placed the order and when we looked for the tables they were all dirty, when I asked them to clean, the employee was very rude, the food took a long time and the restaurant was with very few people, when the food arrived the potatoes were cold and the milkshakes never arrived, the employee treated us badly when we asked for the milkshakes, I don't recommend it

      Business Response

      Date: 12/06/2023

      Thank you for contacting our office reference this issue.  We have refunded $25.00 of the total ticket amount due to the complaint no milkshakes and cold fries.  The information provided to us has been forwarded to our operations unit to share with the staff to improve our guest experience.

    • Initial Complaint

      Date:10/26/2023

      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.
      October 21, 2023 $25.66 *********************************************** #*** **** ********************** After ordering food at the kiosk where no one greeted me, I had to use the restroom. There was no at the counter to notify, so I went to the restroom. Soon as I started doing my business in the restroom, my order was called so I couldn't come out immediately. After leaving the restroom, I asked an employee to have one of my items to go because I had a dine-in order. The manager approached me and stated she called my order twice. I told her I was in the restroom and she proceeded to tell me she was tired and would not change my item to go. I asked for a refund due to poor customer service. The manager cancelled my order but failed to refund my money. To resolve this issue with *********************************************** I filled out they're customer survey to complain, called corporate office but phone is no longer in service, and spoke with manager after filing complaint but manager proceeded to tell me what she can do besides give me a full refund. I'm currently disputing this transaction with my bank because *********************************************** has taken my money without me receiving service.Order #***- ******** Code on receipt: ********************

      Business Response

      Date: 11/07/2023


      The Owner/Operator was notified of the incident and stated a refund was processed the day of the visit.  The Owner/Operator was to make contact with the guest to resolve any other issue.  Please consider this incident as closed.

    • Initial Complaint

      Date:09/20/2023

      Type:Customer Service 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.
      Around 8:15 pm after our sons football game we entered the *********************************************** on **** **************************************  ****** ** *****. We was not welcomed at the door as the guy at the grill had his earbuds in and talking on them. We proceeded to enter our order on the kiosk and got our drinks and found a seat in the lobby. Our shakes were shortly after delivered. Then our food was ready. The burgers we ordered stated were double bacon cheeseburgers and no pickles and one with mustard and they came out with no bacon and with pickles and no mustard. We took them back up to the counter and asked them to be corrected. **** proceeded to call us a liar and they were cooked as on the receipt. He did not recook them and would not give us a refund and asked us to leave. He also slammed a tray on a table and it shattered hitting our son. ***** did not come to our table either and apologize or anything. **** finally brought a gift card to the table throwing it down and told our son sorry bro your not eating tonight hope you wasnt hungry. **** also told my husband do you want me to put my ******* in your ***. The police was called and a report was made on scene before we left.

      Business Response

      Date: 09/20/2023

      This complaint has been forwarded to the Franchise Owner to address the issue and follow up with the customer.

    • Initial Complaint

      Date:09/17/2023

      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.
      We put in an order for food, when we got to the restaurant they said they didnt have enough workers to make our order to put in a refund request and didnt explain to us how to do that.

      Business Response

      Date: 09/29/2023

      Thank you for contacting our office to assist you with this issue.  Please advise if the order was placed via our App or through our website, along with the order number, payment type, last 4 digits of the account number used for payment.  This information should be submitted to **************************************

    • Initial Complaint

      Date:09/14/2023

      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.

      On **** at 11:24pm I submitted an order via the *********************************************** app (order # *****************) which listed the restaurant as open until 1am, and the order was accepted and I was charged. I went to pick it up at the restaurant and both the lobby and drive thru was closed. When I tried calling the restaurant both at the time of ordering and the next day I get a number is disconnected message. I tried calling the only number listed on any *********************************************** website and it is also no longer in service. There is no email or customer support information anywhere to contact for a refund of the order I did not receive.

      Steak n shake  **************************************; GladstoneMO, 64118  ************

      Business Response

      Date: 09/14/2023

      This issue has been forwarded to the Franchise Owner who will gather payment information for refund purposes.

       

    Steak 'n Shake is NOT a BBB Accredited Business.

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