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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:03/03/2023

      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.
      My wife and I were at the steak and shake in ********** ******* on February 5th 2023 at 12:05pm we ordered. At 1:05 pm customers that had ordered before ** at 11:20am and still had not received their food started complaining and demanded their money back. The manager on duty called the police. Keep in mind there was only 8 customers in the store this whole time. The manager apologized to everyone said she would refund our money. She kept our receipts. The charges were taken from our account and never refunded. Went back to the store, manager says no record of sale even with bank statement proving they took it out. Total was $30.49. Just want our money back and them to held to a better standard. I've included a picture of bank statement charge. Thank you

      Business Response

      Date: 03/17/2023

      Refund was processed on 3/6.23.  Please accept our apology for the late notice.

      Customer Answer

      Date: 03/20/2023

      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:03/03/2023

      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.
      I went to *********************************************** drive thru in ******** ** and the said they were closed. They said they was only taking online orders. So I placed an order online it said the wait was 11 mins on the website. I pulled back in drive up and told the young lady I placed the order like you said. She said the wait was 15-20mins. I drove 24 mins on my hour lunch break and had already been there for about 30mins it was no way my order would have been on time. I ask can she cancel and refund my money. She said she canceled it and it would take a few days for my refund. Its now 3/3/2023 and I haven't got my refund. I cant get in touch with the manager they don't answer the phone and I'm not wasting my gas to drive to that part of town again.

      Business Response

      Date: 03/06/2023


      Thank you for contacting us regarding the refund request.  This issue has been forwarded to our Division President to further assist.

    • Initial Complaint

      Date:02/26/2023

      Type:Sales and Advertising 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 went there to enjoy a night out with my family and the building was so dirty. I had to choose a different restaurant. Its very disappointing to see a great brand go unmaintained.

      Business Response

      Date: 02/28/2023

      Thank you for contacting our office reference this issue.  Please provide the location in which the visited to address the issue of cleanliness.

    • Initial Complaint

      Date:02/25/2023

      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 place an online order in the amount of $10.18. I showed up to the location 10 minutes after the promise time and went inside to pick up. I waited for about 25 minutes and was not able to speak to an employee. The staff looked busy so we tried the drive through. We were told that the computer was down and that they were only taking orders as people came in. The employee said they could not give us the food that we paid for. There is no way for me to contact ******************************************* other than through the store that already couldnt help me. The customer service number is discontinued. I literally just need a refund.

      Business Response

      Date: 02/28/2023

      Thank you for contacting our office.  This issue has been forwarded to our DP for refund resolution.  

    • Initial Complaint

      Date:02/21/2023

      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.
      I placed an online order and went to pick up the order, but found out that items were unable to be made. I requested a refund for all items in the order since they had no made anything and there were no milkshakes available. I was told to request the order refund online as they cannot do it in store since i bought through online ordering. I left the line and parked to find the refund process before leaving. I could find no way to request a refund online and it said to speak to the local franchise where I ordered. I got back in line and requested a phone number for corporate or someone who could help with my refund. I was given a card with a phone number for that franchise location. I called the number but it did not work. I then asked for another number and was told I had to email the address on the card for my refund and there was nothing they could do. After speaking to a different ******************************************* franchise, I found out that the store I ordered from (and not online) must give the refund and the gentlemen walked me through how they have to do it on the *** register. I have called several times throughout the past few weeks, but the phone system still is down. I emailed ********************* at the email I was given. I have tried calling the headquarters but the phone system there tells you to file a complain on the website. I have filed a complaint on the website. I have also filed a complaint through my order review. I have not been contacted at all regarding my order.The date of the order was February 11, 2023. The amount of the order was $18.41. The Order number: ***************** The Location pickup of the order: 820 **************************, *************, **.I appreciate any assistance you can provide. I noticed on ******** that several other people were having this issue and I don't think it is right for a company to steal money from customers.

      Business Response

      Date: 02/23/2023

      Refund has been issued.

      Customer Answer

      Date: 02/27/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. They did respond by giving me the refund as requested. 


      Regards,

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

    • Initial Complaint

      Date:02/16/2023

      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.
      Went to Mentor **** location February 15, 2023. Purchased two milk shakes received defective broken cup and too soft to enjoy like a glass of milk.I spoke to one who said he was the manager.Refused to remake or correct

      Business Response

      Date: 02/20/2023

      Thank you for contacting our office reference this issue.  The complaint/request has been forwarded to our Division President, who will contact the guest in an effort to resolve the issue.  

    • Initial Complaint

      Date:02/07/2023

      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.
      I placed an order with the app on February 4th to be picked up at 5:20. When I got to the restaurant they didn't have power. When I tried to go to the front door to ask someone what to do, I was ignored. So I drove through the drive through and, after being ignored by employees for a few minutes, someone finally came and said they weren't taking orders. I told them I had placed an order through the app and it had already been paid for, and they told me I had to get my money back through the app. I've been trying to contact someone through the app since the 4th to get my money refunded. Absolutely no one has even attempted to contact me, and now the $20.25 has been taken out of my account for food I never received. I need my money back since I never received any food.

      Business Response

      Date: 02/20/2023

      Thank you for contacting our office.  This has been forwarded on to the Franchise Owner to process refund request.

    • Initial Complaint

      Date:01/31/2023

      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 January 15, 2023 I placed an online order directly with *********************************************** for the restaurant location in ************, ** on ************ around 8pm. The order was accepted and I received an email stating so. I drove up to the restaurant via the drive through and at the speaker I was informed that they were closed. I told them I placed an online order and they told me to drive around to the window. When I got to the window they told me again that they were closed and they they hadn't gotten any online orders. I showed them the email confirmation and they reiterated that they hadn't gotten an order. I asked for a refund and they told me they couldn't do a refund since it was an online order. I called the next day and asked to speak with a manager. The manager stated they can't do refunds for online orders and gave me a phone number to call. I called the phone number and there was a recording saying that it was out of service. I reached out to the company on ******** and received a message with a web link. I was directed to click on the link and leave feedback and that someone would be in touch. I did that and to this day, I still have not been contacted.

      Business Response

      Date: 02/01/2023

      Thank you for contacting our office.  Refund has been processed.  

      Customer Answer

      Date: 02/03/2023

      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:01/09/2023

      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.
      On December 30, 2022 I downloaded the steak and shake app, placed an order through the app to my local *********************************************** franchise at ***************************************************************** and drove to the location to pick up my order. I received a confirmation email for my order and my bank account was debited $25.73 for the order. However, upon my arrival at the ***********************************************, they could not find my order and after waiting over 20 minutes I had no more time to wait and left without receiving my order. 12 hours later, I received an email canceling my order.I have since called the store multiple times finally speaking with the district manager named ***** who had me email her proof that the order had been received and then canceled, and who promised to follow up with me about a refund. I have not heard back from *****. I also lodged a complaint on ***********************************************s corporate website, asking to be contacted regarding my experience. I have not been contacted, nor do I have any acknowledgment of receipt of my complaint.So I have been charged for something that I did not receive and Ive been ignored by the corporate office and unsuccessful through the franchise for the past 12 days in my attempt to get my money back.This is bad business.

      Business Response

      Date: 01/11/2023

      Thank you for contacting our office reference this issue.  Attached is receipt of the refund issued to ********************  Complaint has been forwarded to Franchise #**** to follow up with the guest.

      Customer Answer

      Date: 01/13/2023

      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:01/05/2023

      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.
      I completed an Online order on 12/24/2022. I arrived to the establishment and they said their closed due to a leak in their gas line which caused the store to be closed for the day. I asked the cashier if they could process a refund for the order, he said he wasnt authorize to do so. Told me to call customer service which I did. Even sent an email. I tried to call through Pissedconsumer.com to no helpful information. The issue hasnt been resolved. So it lead me here

      Business Response

      Date: 01/06/2023

      Thank you for contacting our company reference this issue.  Please provide payment type (credit/debit card, mobile pay, etc.), last 4 digits of account used, and the name on the account.  All of these items are needed in order to process a refund.

    Steak 'n Shake is NOT a BBB Accredited Business.

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