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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:09/08/2023

      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.
      Waited 45 minutes and eventually left with no food. Workers ignored me when I asked how long the food would take and ignored me when I requested a refund for $14.49. On September 8 2023. At this Steak and shake location *******************************************************************************************

      Business Response

      Date: 09/08/2023

      Thank you for contacting our office to assist you with your refund request.  The attached document(s) show a pending charge.  We cannot process refunds until the account has been charged.  Please provide us with snapshot of your receipt.  

    • Initial Complaint

      Date:08/28/2023

      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.
      Entry 878 Check ***** 8/27/2023 11:55 Charge ***** for a number 7 with an extra ***** and a medium frie with cheese. Did kit receive my extra ***** or extra frie with cheese. My order was completely butchered.

      Business Response

      Date: 08/29/2023

      Thank you for contacting our office to assist in this matter.  Please provide the following information, a clear copy of the receipt, along with payment type (debit/credit/mobile pay), and the last 4 digits of the account used in which to make the payment.  

    • Initial Complaint

      Date:08/20/2023

      Type:Product 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.
      we visited the location at *********************************************************************** on the afternoon of aug 15, 2023. Upon entering there was NO wait staff, and you had to place your order at a kiosk. I used the restroom, and it was FILTHY, the toilet had not been cleaned, since there was "residue" on it, a puddle of urine on the floor, and NO paper towels at all.our food was "ok", but I would have loved to have a glass of water, but no one bothered to check on us to see if there was anything else we needed.when we started to eat, the food was cold, and there was a hair in my cheese fries.I would like a refund of my meal..2 large shakes 2 double steak burgers med cheese fries large cheese fries I do not have a receipt, since the kiosk didn't print one, and there was no one visible at the counter to speak with.I await your reply, by EMAIL ONLY!

      Business Response

      Date: 08/21/2023

      Thank you for contacting our office to assist with this issue.  The complaint has been forwarded to the Division President.

      Customer Answer

      Date: 08/22/2023

      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 have done nothing other than say they sent my complaint higher ** in the company, they have NOT addressed the complaint, they have NOT done anything to resolve it.

      Regards,

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

      Business Response

      Date: 09/13/2023

      We would like to offer the guest a refund.  Please provide payment details, and a photo of the receipt can be emailed to **************************************

    • Initial Complaint

      Date:08/11/2023

      Type:Service or Repair 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 order for delivery from *********************************************** last night that was cancelled because They were closed by the time the delivery person arrived. I did not receive my food nor did I receive a refund of my money. It was for $18.18.

      Business Response

      Date: 08/14/2023

      Thank you for contacting our office to assist with this issue.  Our IT group has submitted a ticket to DD reference refund.  Please provide payment type (debit/credit card, mobile pay), along with card type ****** Mastercard, AM, etc), and the last 4 digits of the account used for payment.

      Customer Answer

      Date: 08/14/2023

      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. 

      The information asked of me is, it was a **** debit card, last 4 digits are 3308. 

      Regards,

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

      Customer Answer

      Date: 08/18/2023

      I have still yet to receive my refund from this restaurant.

      Customer Answer

      Date: 08/18/2023

      Yes, I provided the information that was asked of me.

      Customer Answer

      Date: 08/18/2023

      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 have still yet to receive my refund from this restaurant.

      Regards,

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


      Business Response

      Date: 08/21/2023

      Refund has been processed.

      Customer Answer

      Date: 08/22/2023

      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 havent received it but hopefully it will happen soon.

      Regards,

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

    • Initial Complaint

      Date:07/17/2023

      Type:Service or Repair 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 made an order on there website July 15th , 2023. Order # *****************. Was submitted at 10:24 am. I was charged ***** for my food and tip. Unfortunately it was canceled. I assumed it being canceled meant that I'd get my money refunded as it was still pending. Today I saw that it in fact posted to my account and never was refunded. Just want my money back for the food I never received.

      Business Response

      Date: 07/28/2023

      Thank you for contacting our office to assist in this matter.  It appears the courier cancelled the delivery.  Refund has been processed.  

      Customer Answer

      Date: 07/28/2023

      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:07/13/2023

      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 order for $20.07 through the Steak 'n Shake app on July 3, 2023, around 9:30pm. Despite the store's closing time being 10:00pm, when I arrived, the doors were locked and no staff was present inside, although the lights were on. I attempted to contact the store through phone, but received no response. As a result, I reached out to customer service through the website that same night, requesting a refund. Unfortunately, I did not receive any response from them either. Since then, I have made 8 unsuccessful attempts to contact the store and corporate in order to resolve this issue and obtain a refund. For reference, my order number is *****************, and the restaurant's address is ********************************************************************************.

      Business Response

      Date: 07/14/2023

      Thank you for contacting our office to assist with your refund request.  Please provide payment type (debit/credit card or mobile pay) along with the last 4 digits of the account used for payment.  

      Customer Answer

      Date: 07/15/2023

      Its a debit card, last 4 are ****. I attached a photo of the charge 

    • Initial Complaint

      Date:07/11/2023

      Type:Service or Repair 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 7/1/2023 I used the *********************************************** mobile app to order food to be delivered. It was canceled on the merchants end due to inclement weather. Today is 7/11/2023 and I have yet to receive a refund and Ive emailed their customer service department probably ten times and no one will even respond to me. And when I tried to call their corporate number, it is no longer in service.

      Business Response

      Date: 07/11/2023

      Thank you for contacting our office to assist in this matter.  Refund has been issued to guest.  

      Customer Answer

      Date: 07/11/2023

      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. 

      Hope I see said refund sometime this decade . Only takes a split second to take my money but a lifetime to give it back  

      Regards,

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

    • Initial Complaint

      Date:07/05/2023

      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.
      On 7/3/2023 I ordered from your app but I didnt get the correct order. The driver picked up an order for someone with the same name but who had placed their order an hour before me. The food I received wasnt even close at all to what we ordered and was completely cold because of the time. The order number is *****************

      Business Response

      Date: 07/06/2023

      Thank you for contacting our office to assist you with this matter.  Please provide payment type, along with the last 4 digits of the account used for payment.  

      Customer Answer

      Date: 07/06/2023

      I paid with a card and the last 4 digits are ****

      Business Response

      Date: 07/06/2023

      Our office contacted the restaurant for further information on this order.  No second order was found under the name of *********************** and the driver stated the order was delivered as requested.  Because of these reasons we are unable to process a refund at this time.  Thank you.

    • Initial Complaint

      Date:07/05/2023

      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.
      Ordered food at drive through window at *********************************************** in ************ **.. 2 double cheese burger combos and one onion garlic burger combo, 2 cherry cokes. Only got 2 fries instead of 3 so drove back around to window. While at window I took a bite of my burger and a very long strand of hair was attached to the bite. I showed the worker and she saw it. She said manager would be there in a few minutes. No one was behind me so I waited at window. Manager arrived in 5 minutes and asked what the problem was. I told her I wanted a full refund. She said she would only refund the sandwich with the hair in it. I requested a full refund for my order and returned all the food and drinks at the window. She reluctantly said she would refund the total to my credit card. I gave the receipt and left. I was charged for the order and never received a refund.

      Business Response

      Date: 07/06/2023

      Thank you for contacting our office to assist you with this matter.  Please provide a clear copy of the receipt, along with payment type and last 4 digits account used to make payment.  

      Customer Answer

      Date: 07/06/2023

      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.].  The manager kept my receipt and said she would process the refund. I have no receipt. The manager has it.  I have a redacted copy of my bank statement with date and store information.  Please accept this as proof of transaction.  Thank you.

      Regards,

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

      Business Response

      Date: 07/06/2023

      Please provide the requested payment information, needed to process refunds.  We will contact the restaurant for a copy of the receipt.  Thank you.

      Customer Answer

      Date: 07/07/2023

      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.]. Here is the requested information:  type of payment:  ***** Fargo *********** last 4 digits:  2889

      Regards,

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

      Business Response

      Date: 07/11/2023

      Refund has been issued to guest.  Thank you.

      Customer Answer

      Date: 07/11/2023

      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:06/22/2023

      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.
      I would like a refund of $26.16 back on to my card. I went to pick up my order and was told it wasnt ready yet because my fries and onion rings were still being made, when I got to work my food was not hot. The onion rings were mushy. I tried my shake and it had no flavor and the shake was white. I ordered a triple steak burger with no cheese and add lettuce and tomato with no onions. My sandwich was single with all the topping including cheese and onion. I spoke to the manager about my issue and she didnt seem to care she gave me a number and did not let me get a new meal made. I called the phone number she gave me and i was told that number was for employees only and that the store would have to call to issue the refund. The manager ******* declined to call to issue me a refund. I am very unhappy with the service and the food. I would just like a refund.

      Business Response

      Date: 06/26/2023

      Our Division President will be notified of this issue and request for a refund.  Thank you.

    Steak 'n Shake is NOT a BBB Accredited Business.

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