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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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Newest Steak 'n Shake reviews & complaints

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S
10:13 am EDT

Steak 'n Shake i'm complaining about my nasty food

My family and I went to thur the drive thur and placed 3 order and I got a #4 double cheese with bacon seasoned cajun friends and a drink masty nasty nasty the fired were old and hard cold and u can tell they just throw season on them and let us go they weren't even warm.
We orded 2 kids meals for our twins and milk shakes our kids are 5 and they said mommy this is yucky can we have mc donald. It was a waste of time and money we had 2 buy us a whole nother meal. And this was not our first time at steak and shake we love the restaurant we live in henderson tx and we drove 45 mins to have dinner there but to come back home and have mc donalds.

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10:45 pm EDT
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Steak 'n Shake waitress had to beg to get anything, member order salad, chili, and, a burger

Got it all at same time, so Burger, and fries was cold after eating salad and chili. Waited for drinks had to ask how much longer for food had, a hungry 2 yrs old. Waited 12 minutes for, a go box and shakes to go. Went to pay check, worker, was yanking receipt out my hand, I said before u take that I need three things. He got an attitude and chased our waitress down another 27 minutes to pay bill and get the, rest of our order . This is the 1st time in my life I did not leave a tip. And, IS my last trip there. Just terrible!

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Update by Amsmom
Sep 23, 2017 10:54 pm EDT

Terrible services had to beg to get anything, member order salad, chili, Burger and fries, got all at one time so Burger and fries, was cold after eating salad and chili 1st. No refills, asked 3 times for napkins. Ask twice how much longer for food . Waited for check, then waited 12 minutes after I signal her to come over. Took my check to counter where worker yanked it out my hand. I said before u take that I need 3 things. Shakes to go. So he traced down our waitress because we needed a go box took 12 minutes to get that then 27 minutes, later we got the shakes. I have never not left a tip, this, was my 1st time and IS my last visit there.

Update by Amsmom
Sep 23, 2017 10:56 pm EDT

Sharon sellers
Po box 304. Waterloo, IL 62298

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8:33 pm EDT
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Steak 'n Shake service and cleanliness

My family and I like to eat at steak n shake. My kids really like the food there. But the one nearest to us is always dirty all the time. The bath rooms are disgusting. Looks like it has not been properlu cleaned in months. The floor looks like they have not clean it, in days. The service really sucks here too. You always have to wait a long time for a waiter/waitress to greet you and take a drink order. We are concern with the look of the dining and bathrooms..what does the kitchen look like?!? Very disappointed!

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M
12:21 am EDT

Steak 'n Shake drive thru woman was rude as hell

We went to the steak n shake located at 8157 e 96th street at 12:30 a.m. and were treated very rudely by the female drive thru attendant. Not only did we wait about 15 minutes with one person ahead of us, who had only ordered milkshakes, but when we asked if she was ready she said no very flippantly. We told her we would take our business somewhere else and she plainly said "that's fine". We will never return there again. Thanks for your time.

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11:51 pm EDT

Steak 'n Shake service

The closet Steak N Shake to my house is at 4320 West Main
Belleville, IL 62226. The service at this location has gotten progressively worse over the last year. Its been so bad that I have not been going and after a few month decided to try one more time. My daughter and I stopped in around 6:00 PM on 9/22/2017 and was promptly seated. After about 5 minutes a waitress finally came and took our drink order. I ordered Dr Pepper and received Coke. She did catch her mistake and correct it. After she took our order we waited for over 30 minutes before I noticed my daughters salad up on the counter under the heat lamps. After another 10 minutes or so the waitress finally noticed the food and brought it to our table. She then disappeared for 20 minutes and by the time she came back out we where done eating. She asked if we where done, and I said "Yes". I assumed (wrong as it turns out) that she was going to get our check. She instead disappeared again for at least another 20 minutes.

When she finally came back out she was filling someone's drink order when I made eye contact with her. She asked if I needed something else and I said "Yes, my bill!" She apologized and said she would bring it right over. I guess "Right Over" means after another 10 minutes.

Now while I was sitting there waiting for everything I looked around and noticed ALL the other Waitresses just standing behind the counter checking phones and talking to each other. Turns out our waitress was the ONLY one actually working.

I also observed everyone that was trying to pay and leave stand at the counter for 10 to 15 minutes before someone would finally check them out.

After getting my bill I proceeded to stand at that counter for at least 10 minutes before the cook acknowledged me and asked if I was ready to pay. Now at this point it was all I could do not to say, No I kind of like just standing here watching so many people not do anything. But I didn't and kindly said Yes.

He then turns to 3 other women standing behind the counter and says can someone work the register. Ironically the one that made eye contact with me when I first stepped up to the register was the one that came to help me. She walks up and actually says " Are you ready to pay?"

In any other place I have EVER been in, when someone is standing at the register holding a bill and a $20 dollar bill. You can safely assume that they are done and would like to leave!

I said in a harsh tone "YES!" She then asked "How was everything?" I said "The food was good, the service sucks!" She responded with "Well we are working on that".

I looked around and there are NO comment cards anywhere in that place.

Now, I tell you this, because I do like eating at Steak N Shake. Nobody else including my wife likes Steak N Shake because of the service at that location. I see that the problem with that location is management. Personally I would clean house at that location and hire all new people. Keep the cook and the one working waitress, the others can all be replaced. None of them care about where they work, and they obviously avoid work as much as they can. I witnessed several example of them going out of their way to keep from having to do anything.

As for a resolution, please pay them a visit as a secret customer and witness that mess for yourself. They carry the Steak N Shake name but I know if Corporate Steak N Shake personnel would see what their name is on they would shut that place down on the spot. Its in serious need of new management and new personnel.

I don't need any free food as I will not be going back there EVER unless I hear that the service has improved. I would also recommend to anyone that talks about going to Steak N Shake, that they avoid that location at all costs.

Please fix that place, and I do love to eat there.

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Scott KepIar
, US
Sep 23, 2017 12:57 am EDT

Oh and that is not all, I was so angry at them for their poor service that I told my daughter we would never eat at Steak-n-Shake again. She was upset and started crying because she loves going there. I slapped her across the face and told her that she was stupid and that I am ashamed of her, and wished she were never born. Her mother and I are divorced and I blamed her for the divorce. I could not help it, I was angry at Stake-n-Shake. She told her mother my ex, a complete airhead what happened and my ex contacted her lawyer, and now they are threatening to get social services involved so that I cannot have visits with my daughter again.

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A
5:24 pm EDT

Steak 'n Shake service

Ordered online at 2pm for pickup at 2:45pm. Got there at 2:55pm and was not helped. After a couple of minutes was asked if I needed anything and I said I was picking up an online order. Guy went back to the kitchen and never came back. Overheard the cook say he had to make an online order that was never made. Waited till 3:05 to finally get my order of two burgers and two fries. When I got that they forgot my shake. Finally got out of there at 3:10. Was late to my job that started at 3:30. Horrible service and the food was even worse. My burger was smashed by my fries and I ordered two Cajun fries and only got one with Cajun seasoning. Will never be going to steak and shake ever again.

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10:23 pm EDT

Steak 'n Shake steak and shake gainesville

I arrived to steak and shake and was informed it would be cash only. Upon ordering we were told their systems were down. We politely asked to have our food cooked and let us pay at the end, however we were then yelled at and asked to wait. We then waited about 15 mins before they took our order and we still paid at the end... we were baffled with the terrible service and expect to be refunded in some way

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7:38 pm EDT

Steak 'n Shake service

This is the second time I've been to the streetsboro ohio locaton and they've severely messed up my order. I had ordered a triple steak burger with no onions and extra cheese and they gave me extra onions and no cheese and looks like they just threw the burger on a plate with some fries. My girlfriends meal looked like it had Also been thrown together on a plate. What a waste of meals.

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R
7:03 pm EDT

Steak 'n Shake drive through

I sat in the drive through for 45 minutes! It was 7:00 pm. There were 7 cars in the regular parking lot and 8 cars in the drive through. There was no explanation given to me at the window. Staff was also rude and did not explain/ apologize for the wait. I then received only half of my food. Many cars left the line. This is unacceptable for a drive through.

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7:03 pm EDT

Steak 'n Shake milkshake service fries food and everything..

At 7 34 pm on 9/21/17 I took my girlfriend on a date and at that time we completed our order at steak and shake in bristol TN at the piniccale mall. The drive through took into now at 7:54 for me to get through. That's a 20 minute wait for a drive through. I only ordered two meals amd two shakes. Nothing special. My total was 17.02 a number 9 and 12 with Cajun fries and 2 shakes. The shake was half i can take the lid off and put the straw inch into the cup before it even hits the whip cream... the fries they got wrong and fixed at the window... how? They have me half the amount and just put the seasoning on the top so they're half full. Too.. I'm so discouraged to even open my burger... I've been to sonic and other places... they always check on me and make sure everything well if I'm waiting... but instead the employees were walking around acting like children pretending to throw food at customers... and standing in the back with hands on their pockets. I wanted a refund... but waiting till morning shift. Because the whol time i was there the manager just have me an awful look and then left me ay the window AT THE WINDOW for 13 minutes.

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7:00 pm EDT

Steak 'n Shake order

I ordered 2 large fries with cheese. Also honey mustard... I also ordered a large Chocolate shake and a large chocolate fudge brown shake. Then I ordered a chicken tenders and a single steak burger. Out of that whole order I opened a bag containing a medium fry with no cheese or honey mustard. I got a single steak burger and no chicken tenders. Then I got a small chocolate shake. No chocolate fudge brownie shake... I don't understand how they messed up that bad and didn't give me what I asked for. I was charged for all of this and yet didn't get my full order.

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11:44 am EDT

Steak 'n Shake 1/2 filled fries

Ordered two regular fries & they’re we’re filled less than halfway ! Also, my husband is deathly allergic to mayo, to the point that his throat will swell and I told them several times no mayo ... but his sandwich was still smothered in mayo.
Extremely disappointed in this lack of customer service — we have been long time customers, but never ever again !

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7:24 pm EDT
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Steak 'n Shake double cheeseburger w cheese

Drive Thru order
9/20/17
6:16:12PM
receipt #591264
location, 1st Capital Drive, St Charles MO 63301
order item #1 from the Drive thru Order board, Total $6.31

I went through the drive-thru, ordered a #1 with Cheese.
got home and had a burger with Meat, Cheese, and bread ONLY. It was completely PLAIN. the photo on the board clearly displays a dble cheese burger with all of the condiments showing: Lettuce, tomato, pickle, onion, mustard, ketchup, mayo. I would have NO indication that I was going to get a plain burger. If I wanted a plain burger I would have asked for a Plain burger. When I contacted the store, I was told that there was a small note at the bottom of the 150+ item board in the drive thru that mentions that I was responsible for letting them know that I needed to tell them that I wanted the burger that was shown in the picture. Seriously---so I am supposed to tell you the exact #1 of the item that I want from your message board, but then also tell you that I want it to look exactly like the picture of it?! What a WASTE OF TIME! If there is a photo--it should come exactly like the photo, it should ONLY be expected to have a conversation about it IF you want it any different than what the photo suggests. Complete false advertisement!

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2:42 pm EDT
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Steak 'n Shake service

I went to Steak 'n Shake for "Happy Hour" today. I got their after 2 pm, and it took them over 5 minutes to acknowledge i was standing there. It took the couple in front of me walking out for the cook to come out and seat me. I received my food quickly, after the server dropped it off along with a refill on my drink and the check I never was checked on again. I sat there for 15 minutes trying to flag the waitress down so i could order a shake and get a drink to go. After 15 minutes i finally got mad and got up to pay for my meal. I stood at the register for over 5 minutes to give them my money. The manager had to come from the drive thru because no one had a card to check out. I complained to the manager about not seeing the server since she dropped off my food and how i wanted a shake but now i didn't have time to wait for it because my hour long lunch break was over.

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11:03 am EDT

Steak 'n Shake rude and took forever...

All i ordered was a shake, so first off the drive thru line was really long which isn’t bad at all i don’t mind waiting, but when the person in front of me gets their food for free i should too because i waited just as long. And then the dude forgot what shake i had, and had to remake it. I never waited 25 mins for a shake. He didn’t apologize or anything just shut the window and left. usually this steak ‘n shake offers great customer service.. must of changed employees.

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6:12 am EDT
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Steak 'n Shake poor service steak 'n' shake 1640 us-231, crawfordsville, in 47933

never heard back from this complaint

09/12/2017
craig blythe
2599 n 725 e
darlington, in 47940

dear craig blythe

You contacted us regarding an experience related to Steak n Shake that did not live up to your expectations. Your feedback was appreciated as it helps us continue to improve. It has been directed to the appropriate members of our staff for consideration.

Thank you for taking the time to contact us. You are a valued customer and I hope you will continue to enjoy Steak n Shake.

Sincerely,

Customer Service Manager

Please do not attempt to reply to this email. This is an automated mailbox and your response will not be seen. Should you need to contact us further, please go to the Feedback section on www.steaknshake.com

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10:59 pm EDT
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Steak 'n Shake poor service.

After repeating my self three times in the drive thru window they was very rude to me and when I got to the window after sitting there for 5 minutes they said well we don't have any noodles told him that's fine I don't want anything and I left . Not a happy customer this was the one in Middletown Ohio around 11:30 pm @ night . Would like to be able to talk to someone about this and hopefully get it resolved . Thanks sorry I'm not the type to complain but I was really wanting Steak 'n Shake but poor service ruined it for me

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5:05 pm EDT
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Steak 'n Shake unethical behaviour

I love steak and shake. But I will no longer eat there. A month ago, a male server at the lake in the hills, il location said to me, in front of my 16 yr old son, "let's take this outside and i'll kick your [censor]ing [censor]". He was our server! We went in last weekend... He stared me down the whole time we were there. They know who i'm talking about. Apparently, the manager has had complaints about his aggressive, alpha-dog behavior. When we went this past weekend, the host asked if we'd like to sit anywhere in particular. I said..."anywhere but that guy's area". The host said "did he threaten you, too?" I asked "how did you know?". He said "he's my cousin and our own family can't stand him". He's a tall man, in his late 30s or early 40's, ponytail, tattoos... And tells everyone about his martial arts skills. I've complained to the manager... But apparently even he is afraid of this guy. My "run in" began when my soup never came out. We got our meal. He hurriedly your plates in front of you, without so much as a word. I said "excuse me... I never got my soup". He said "you still want it?". I said, "nah, don't worry about it at this point". He actually said..."you could've let me know that earlier". I said "apparently, it wasn't on your mind any way... Or you'd have brought it to me". He put his hands on our table, leaned over toward me, and said very slowly...in a stern voice..."can't you see how damn busy I am?". I said "look, you don't have to be an [censor]". Mind you, my son was with me. That's when he "offered" to take me outside and kick my [censor]; "in front my son"... As he added.
I can't believe nothing has been done about this guy. You should all be ashamed that you have a manager that allows an employee to treat and intimidate customers, like that. His cousin, a male server who looks to be a good 15 years younger, indicated to my son and I (Last weekend), that his "cousin loves showing everybody who the boss is"... And that "he flaunts his martial arts black belt status. Well, stake and shake, that's [censor]. I love your food. So does my son. But we're done spending money there. We don't love it so much as to pay money to be bullied and threatened. You can keep your burgers... And keep supporting a"person"like that. My son recorded our first interaction. He couldn't believe it was happening. He was holding his cell phone down on the chair pointing upward. I told him we were not going to do anything about it. But, after this [censor] stared me down (He remembered us!) last weekend... I've had it. We are putting this on every social media platform we can think of, and we will be sure to confirm that this is at steak and shake in lake in the hills, il. I originally took the proper recourse. I went to the manager. That coward simply says..."yes, i'm sorry". Thanks for reading. I had to get this out of my system. And I want my teenage son to know that, sometimes, walking away quietly from a bully is not an option. Fight back in any way you can.

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10:39 am EDT
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Steak 'n Shake breakfast

I oredered my food and came home to eat it and my hashbrowns were so greasy I couldn't even eat them that I got with my sausage biscuit. And my skillet breakfast the biscuit was hard as a rock and had barley any hashbrowns. My other skillet was great besides had maybe 4 pieces of sausage. I eat here very often. And I'm very upset about this due to the fact I live 15 miles away and can't just turn around and have it fixed.

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10:24 am EDT

Steak 'n Shake staff

I went up to this stake and shake location last night around 11:40. We decided to sit inside and eat. The entire time we were there, the staff was rude and disrespectful. We could hear the kitchen staff being loud the entire time we were there. One of the employees had a friend or boyfriend sitting up there with 4 children too, letting them run around the whole place. We had left the money on the table and started walking to the door when one of the employees asked us if we were going to pay for our food. We didn't know we had to check out at the front so we went back for the money and came up to the register. There were three employees there giving us dirty looks. When we walked out the door two employees walked outside the door too. We were sitting in the car for a couple minutes before we left. As we started driving with the windows cracked, they screamed that they have our license plate number and were calling the cops. As we pulled around the building, the man who was sitting there with children started chasing after our car and then through a rock at my window. This was the worst customer service I have ever experienced. Being a manager at a restaurant, I would never allow this kind of behavior from my employees, let alone the entire staff. Even though the service was terrible, I had still given the server a 5$ tip. And then the way they treated us after we left was inexcusable.

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