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Steak 'n Shake
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1.0 1728 Reviews

Steak 'n Shake Complaints Summary

17 Resolved
1711 Unresolved
Our verdict: If considering services from Steak 'n Shake with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Steak 'n Shake reviews & complaints 1728

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3:45 pm EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Steak 'n Shake - Incorrect order

I have ibm and allergies. I was helped by a staff member who had walking difficulties due to suffering a recent fall. Her help was most appreciated. I told her as she assisted me ordering on the machine, that I am allergic to vinegar, so no pickle. I also asked that there be no salt. As there is no option out for no salt, the lady said she will tell kitchen...

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12:37 pm EST

Steak 'n Shake a refund mot refunded

Yesterday I walked in a steak and shake in Toledo Ohio On Reynolds road Around 5 o'clock PM... There was a funny smell in between the doors before entering... Thought nothing of it until an employee A young girl said that she smelt something dead And began searching for the smell... She began moving crates and ran to the back notifying other employees what she had found... I then requested for a refund. Because I paid on a kiosk. Because that is the only system you guys decide to use in a restaurant With people walking around... I Then waoted for the manager which was named Kim that I would desire my refund which... in return told me that would not be possible. I then asked him why and he told me There was no way that I would be able to receive a refund. That was his answer... I then asked him what was the smell in which he said. Telling me that it was something burnt stuck in the drain.

Again while telling me that I would not be able to receive my refund.

Claimed loss: $12 Was used in the purchase of two steak and shake meals which were not even made or refunded

Desired outcome: Please Refund

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9:21 pm EDT
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Steak 'n Shake Muncie Indiana steak n shake

I took my family to get dinner ordered a shake with mine. Got the wrong shake. Figured since I really wanted the shake I ordered I will say something. Man wrong idea. The manager lady there ripped the milkshake out of my hands almost breaking the entire cup. Calling me a liar. Yelling at me so I said to dump it out and she could see it was made wrong. (She refused) slammed the window shut and walked away talking crap about me. Then gave me a milkshake with finger marks through it. I threw it away. Then I asked for her name so I could call and complain about her, she refused. And told me she’s calling the cops. I told her to go ahead I did nothing wrong and I may even press charges for the way she ripped that shake out of my hands. The cameras in the place can clearly see the way she talked and acted towards a paying customer my order was $30. I have never in my life been treated so poorly by a food place. I honestly couldn’t believe it. Refund, person to be fired, or at least get in trouble how can you employee employees that act like this. I had my kids in the car. And she acted like that. Over a drink that she put her hands in. And thought she was funny. But I had to throw it away. And I lost my entire appetite by the way I was treated. It was a horrible experience and I’m telling everyone that will listen how crappy of a person they have managing their place.

Desired outcome: Refund, person to be fired, or at least get in trouble how can you employee employees that act like this. I had my kids in the car

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7:47 pm EDT
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Steak 'n Shake Not having any shake’s.

I paid on the app over 14.99 dollars for milk shakes on the app. I tried to get a refund on my money they asked me to call this number [protected]. I called that number and the person was asking me for my social security number and my card information. I said I am not giving you my social security number. That’s a red flag that there asking for that!

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9:50 am EDT
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Steak 'n Shake No help available with kiosks.

This happened at Sandusky, Ohio location on rt. 250. There was no one to h

elp with the kiosks. I put in an order twice and was not able to get it through. Finally the manager came out and proceeded to tell me everything I did wrong. I told her we were leaving and never coming back. She shouted, "Good - nobody cares." This same manager once announcer that anyone who didn't have time to wait should leave since they were short of help.

Desired outcome: I want the manager talked to and/or fired, She has no ides how to deal with the public with a legitimate complaint.

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Sue Hoagland
, US
Nov 18, 2023 8:15 pm EST

Why did you put those kiosk in the restaurants, not everyone can use those things! I am 80 yo and love to go there to eat occasionally and have trouble seeing very well. You are going to lose alot of business because of that.! Especially in the older people... But no one cares about us I guess!

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7:05 pm EDT
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Steak 'n Shake Service/Looks of Store

I stopped 7/14/23 @ around 1:45p in Goshen Steak n Shake 4025 Elkhart Rd [protected]. The outside of the store was hideous. Weeds were growing everywhere even @ the curbs & flower beds.

They didn’t have any ice for drinks! It’s 89 deg out & NO ICE! Then I look through the drive through window & not one employee had a hairnet on the guys all had long hair. Board of Health violation. Then they had no sacks to put my burgers & fries in. I even had to ask for k napkins! I do not know who the General Manager of that store is but if they worked for me they would be looking for a new job. Everything I mentioned is Management not employees. Bad Management = Bad Employees.

Also I tried calling Corporate Office & they wouldn’t answer any phone. It’s like Corporate doesn’t care either!

Desired outcome: Clean up the store so it actually looks like it’s open for business & not closed & out of business

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1:24 pm EDT

Steak 'n Shake No service personnel. Kiosk ordering only

7/10/23, 12:10 PM

I went in to Steak and Shake in Acworth, GA and ordered a meal from the kiosk, since there were no actual humans to take an order. I tried to pay with a gift card, but it didn't accept it. I ordered the same thing again, and paid with the same gift card, and it said complete, but did not give me a receipt. I called the manager out to see if he could figure out what just happened. Nathaniel could not, but he took my gift card and went to a drive thru register to put in my order. He came back and said that I owed more than was on the card, but I had the receipt from the last time I used it, and there was more than enough to cover it. I subtracted the amount for the meal from the amount that was on my receipt, and it gave me $1.82, the exact amount that he said the card had remaining. So I said the machine deducted it already. He said there was nothing he could do, and continued ask me for the balance. I did pay him the balance, but the kiosk had already deducted it from my card and there was no record for him to tell that? The ticket that he ran for me was 511. Bad experience. Probably will not go back.

Desired outcome: Please refund me $9.11, which was the amount on the gift card when I entered the location. That would be the $1.82 that was remaining on the gift card, and the additional $7.29 that I paid from my debit card.

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3:07 pm EDT
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Steak 'n Shake 6/26/23 My family had over a 45-minute wait without service. Unresponsive employees when asked where is my meal?

On Monday, June 26th, my husband, son and myself stopped at the Steak and Shake (504) for a quick lunch. My husband is in endstage renal failure, so he sat down as my son and I ordered our lunches at the 'kiosk' knowing there would be a 'short wait'. Our order was basic steakburger/cheese meals with fries and drinks. Paid and then we waited. People came and went as their takeout was processed. We watched a couple people from different tables go up and tell the manager that their food was cold. Obviously they got no satisfaction as they left angry. More takeouts came and left, after 45 minutes my adult son went up and asked where our drinks were, let alone the food. He was not given a straight answer, the manager said they were busy and we'd have to wait. Another 5-10 minutes went by, nothing. My husband and son both went up and attempted to get our drinks and find out what the issue was with the burgers/fries. My son was given a tray with 3 burgers, 2 fries... NO drinks. All of the burgers were cold, the fries were barely warm. When my husband went up to complain-they took his burger, put it in the microwave and handed it back. Still NO drinks.. My son had not left the counter. He asked numerous times where were out soft drinks and milkshakes, no response. When I asked for a refund for our meals and drinks I was ignored completely. We left without eating the COLD FOOD and without DRINKS as well a refund $30.45 We will not be going again, which is sad as my husband's family grew up in Normal/Bloomington IL where this was founded. Many many times we went to the 'original' and others on vacations as we always knew the food would be quick and good. I am really disappointed in Steak and Shake and angry with employees who obviously don't understand Customer Service.

Desired outcome: I would appreciate a refund and apology on how my family was treated..

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4:10 pm EDT
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Steak 'n Shake Refund

I ordered food off the steak and shake app at 7:04 PM on June 7th. It was supposed to be curbside. They never came out with my food so I went inside and they said the order did not come through but I headed on the app saying that it was going. To be ready in 10 to 15 manager was not very nice about it. She's starting yelling and telling me it's going to be coming as soon as she gets. It comes through the computer so I would like a refund of $12.59.. I never received my food but they took the money out of my account. Thank you appreciate everything and I hope to hear from someone from just taking shake.

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12:45 pm EDT
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Steak 'n Shake Store manager belittle and verbally abusing austism employee.

Grandson Zeke got a job at Steak and Shake 2819C Wilma Rudolph

Clarksville, TN 37040, he is on the autism spectrum. Miss Debbie (day manager) hired him and work well with him also the evening manager. But Michael (store manager), does not believe in autism. Zeke tried to inform him of it and Michael stated that he didn't care, get rid of it and do all 3 things at time. Michael has put him down because of it, Zeke was originally scheduled 29-32 hours a week, but since Michael believes Zeke does not have autism he has cut him down to 9 hours a week. Autism is real. Nobody should be made to feel the way Michael has made my grandson feel. like its his fault. Zeke is good dependable hard worker (according to Miss Debbie), but now is looking for another job. I worked at Steak and Shake 20 years ago and still have family members working there in Indianapolis. Need to teach Managers, individuals in authority about how to react and deal with individuals who are different from them.

Desired outcome: Teaching people in authority to be more respectful of others that have disabilities.

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5:27 pm EDT

Steak 'n Shake Drive thru order not taken because they were too busy.

What kind of fast food restaurant refuses to take an order through their drive thru because "they are not taking any orders right now because they received a large order and were too busy to take any orders?" The Steak n Shake located

at 4666 Dressler Rd. NW in Canton Ohio that's who. Today, June 3, 2023 at 3:30 PM my husband and I drove 20 minutes for a late lunch to that location.

Not only that when going into the restaurant you have to place your order at a kiosk, now we can't even place an order through your drive thru? That's ridiculous!

I am so tired of hearing that Covid destroyed our business. We went down the road to the Chic fil A, to get lunch there. There must have been 25 cars in front of us. We got through the drive thru line, placed our order, received our order (with exactly what we ordered) in less than 10 minutes. Covid obviously hasn't hurt their business and they are not open on Sundays! Maybe my complaint is not important to you, maybe you don't care that you have lost two customers, but you should. We will not go back to that location.

Sincerely,

Annette Williams

3156 Pleasant Street NW

North Canton, Ohio 44720

Desired outcome: I would like a response, a written apology and I think you need to talk to whoever decided that that location would not be taking any orders until the large order is filled.

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10:40 am EDT
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Steak 'n Shake Service! No food! My credit card charged! No food! Want my money back!!!

Ordered on line on May 19 2023. We received confirmation food ready in 13 to 18 minutes order number [protected] at store 4310 Southport Crossing. Got there they said that they never received order but my credit card was charged for $43.07. I didn’t get any food. Took phone to show them the confirmation number but couldn’t give me my food! Asked for customer service number which they said I had call! Guess what, number no longer in service! I want my money returned! I’m not paying for something I didn’t get!

Desired outcome: Money back!!!!!!!!

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9:06 pm EDT
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Steak 'n Shake Something like my $ back or something or replace the whole meal

I just got charged 20$ for just 2 burgers no fries no drinks just the burgers n the manager was as rude as could be when I called them Manager pretty much told me that I had to get over it and that that’s what I paid for so that’s what I got and I think that is unfair $20 for two burgers is [censored]ing ridiculous that is crazy no fries no drink no nothing and she charge me $20 for two burgers who how why

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1:16 pm EDT

Steak 'n Shake Doordash stole my food with your app

I went into your store on 4/21 after ordering on your app. Doordash took 40 minutes to deliver and stole half my food. Manager Amanda talked to DD. Uncooperative. She called SNS customer support and asked to give me a refund. My hamburger and French fries were cold. 3/4 of my food was missing. No brown bag was inside plastic. I still don’t have my refund. She told SNS to contact DD re theft. $43.42 plus $5.14 tip gone. Never refunded. Why? Order [protected].

Desired outcome: I have/forwarded evidence to Amanda [protected] Refund back to paypal. It’s been 10 days.

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4:11 pm EDT
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Steak 'n Shake Can't buy food at steak n shake

I ate at one in dayton, OH and liked it so on my way home I saw it had one on the sign at the exit so I took it finally driving up and down the road it was down a side street. Finally got to order my 1st food at steak&shake, but no, there was 1 guy sitting at the drive through in front of me, so I pull up to order and the guy says it will be minimum 10 minutes it already took 15 min. to find it so I left. 2 weeks later when home in Lansing I went to Lowes and found another one with just 1 car in front of me. I thought yeah this will be quick. Not at steak&shake. I pull up to order and try to order and the guy says it will be 10-15 minutes so I order a #4 and the guy says it will be 10-15 minutes again. So I try and order my #4 again and he says 10-15 minutes again, so I say "what" 15 minutes before I can order (jokingly) and he says yes. So I asked how do you guys even have a business then drive off pissed and hating Steak&Shake and thinking I guess i'll never eat at a Steak&Shake ever again. I got on my computer to see why I can't order food at these places without having to wait at least who knows how long to eat. So all I can say about Steak&Shake is YOU SUCK!

Desired outcome: It is supposed to be a fast food place but I can get food faster at most sit down restaurants. Explain how I can order and get food at your so called fast food restaurant in say 10 minutes or less.

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12:55 pm EDT

Steak 'n Shake Unhappy with my order of a garlic cheeseburger

Yesterday I went to steak and shake on 16110 South Harlem in Tinley Park Illinois to get a garlic cheeseburger with lettuce raw onions and one tomato and I wanted only the garlic spread on the top of the bun and not on the meat and when I got my Burger and got home I had wilted lettuce a chunk of the end of the raw onion I did not get any garlic spread on my bun My order should not have been difficult for them to follow Ever since covid started in 2020 that place has been going downhill They need someone over there to manage that place And I will hold onto my receipt because I went there on 4/19/23 At 3:55 PM

Desired outcome: The desire outcome is I wish could have gotten my Burger the way I asked for since I'm paying for it

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3:44 pm EDT
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Steak 'n Shake I am complaining about the manager's aggressive and threatening behavior

I am writing this complaint to have an investigator from the Corporate Office with Steak and Shake to have a complaint fully investigated. On April 2nd 2023 at or around 11 45 a. m at the Steak and Shake at 5426 Target Dr, Antioch TN 37013 Phone: [protected]. I arrived at the location to retrieve and order. I asked the manager why did she tell me they did not have hand sanitizer yesterday on April 1, 2023 when I came through the drive-thru. She then asked me "What you want me to do come around the corner and get you some and hand it to you?. I said it would have been nice because I was an emergency on what was on my hands in the driveway. The previous day when I asked she yelled"No!"and rolled her eyes. SO I asked the clerk to give me a cup of water so I can rinse off my hands. He did. When I went to get an order on April 2nd 2023 she yelled at me and said"I aint doing all that!"I responded ok that's rude. She then told me"Get out her store!, She was not going to serve me!"I said I just asked why did you say you did not have hand sanitizer and why are you so upset? She then came from around the counter, Yelled"You gonna get your [censored] beat TODAY!" GET OUT! I yelled back I was going to call corporate because she completely embarrassed me in front of the store! She yelled, My name is Asia. You want my last name too? I said no, I will have the review the cameras. She was very irate, and she threatened to fight me. She was very unprofessional and she had a store full of customers and employees. I was going to call the police but I decided not to due to the fact she had all teenagers working there with her, and if she got arressted for threatening me they would have to call someone else in or close the store. I need someone to contact me as soon as possible regarding this incident. This manager is a African American Lady who has green dreadlocks and she is very mean and aggressive. When she walked up on me she was in the wrong and I could have defended myself but I chose to leave the premises to prevent further incident. I will have my attorney look into this if noone contacts me as soon as possible. She represents the company in a very bad way and I need to show your corporate office who you have running your establishment with the very unprofessional behavior and vulgur language, Someone need to call me at [protected] or email as soon as possible regarding this metter. Thank you for your prompt attention to this matter.

Desired outcome: I would like a FULL INVESTIGATION, Someone to review the footage at the store. The employee reprimanded accordingly.

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1:45 am EST

Steak 'n Shake Vanilla shake contamination

Got a kids size vanilla shake. Was eating it with my straw end as it was too thick to drink through the straw. Noticed dark streaks. Assumed it might be chocolate remnants from using the same mixer, if they still use mixers. Didn't detect a chocolate taste. When I got close to the bottom, it was hard packed about 1/2" with a dark, maybe brown or caramel colored substance. I almost got sick, it was disgusting. It was a Wednesday, Jan. 4 @ 8:35 pm.

Desired outcome: I don't know...maybe clean your equipment periodically?!

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11:26 pm EST
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Steak 'n Shake Mobile app and can’t get anyone to respond.

I placed an order through the app and used my credit card. I got a message that it didn't go through and I would need to use another credit card. I did that and got the same message. My daughter went into the store and used her debit card. Now we have been charged 3 times for the same order. I cannot get anyone to talk to me from any division of Steak and Shake.

Desired outcome: I want the 36.07 that was charged to my card but wouldn’t go through the mobile app.

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11:00 pm EST

Steak 'n Shake Service provided by someone claiming to be management

I was just at the US 31 and stop 11 location in Indianapolis. The female running the drivethru was first very rude, then attempted to insert my chip card into the reader 4 seperate times all times getting the error beep. The repeated attempts then locked my debit card for suspected fraud and "declined" when I said that it declined because she attempted to run in 4 times as I could both see her attempting and could hear the error beeps while attempting to hand her another card she said "I didnt try to run [censored] 4 times, [censored]." and refused to take the second card from me. I reached out my car window and laid the card onto the drive thru window, she then threw the card out the window and locked the drive thru window. I asked to speak to a manager, she claimed that she was the manager but refused to speak to me at all. I then entered the building asking for corporates number or a number I could reach her superior, which was also refused. If she is in fact a member of your management team, she needs A LOT more training on how to manage a restaurant.

Desired outcome: I would appreciate acknowledgement of this being addressed and an apology.

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