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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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4:59 pm EDT
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Steak 'n Shake service at wentzville, mo

I called and talked to your customer service rep at 1:34 today and was told someone would be calling me back. Surprise have not heard from anyone. We were seated in the Wentzville, MO store around 1:10 or 1:15. Four tables were seated after us. It was 1:30 and all of those tables were waited on with drinks and no one had even taken our drink order. We have been to this restaurant 4 times and have bad experience every time. We thought we would try it once more and, as usual, were very upset. We got up and left. I don't know how service can repeatedly be awful.

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5:28 pm EDT
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Steak 'n Shake drive thru

I just visited the steak n shake off of Southport Rd. and SR 37. I live right across the street and visit often. I got there around 5:30 in a long line, as expected in the evening. I waited and when I pulled up to the window my window was down. I never heard any one speak or ask for my order. I waited thinking that they were busy with the multiple cars in front of me getting their food. I sat there for at least maybe 7-10 minutes. Once it was down to two cars in front of me I pulled forward. When I got to the window the man told me an amount of fifteen dollars and some cents. I told him I did not get to order. He immediately said, "I know, I watched you." I told him he never asked for my order and he insisted that he did. I never heard him say a word, and if he watched me for all of that time inching forward why did he not say anything? He told me he would not take my order thru the window and I would have to pull back around. (And wait in the line again that I just got done waiting in, while doing nothing wrong.) I go to this establishment often. I refused to go back because of how rude he was. I had two screaming and upset toddlers that I had promised milkshakes to.

More than anything my feelings are hurt by this because my husbands out of town and my hands are full enough. I was extremely disrespected and it normally takes a lot to upset me. And this did. Unless I receive some sort of formal apology I will never return to any steak n shake again.

The date is 10/8/2017. Again the location is off Southport Rd and SR 37. The zip code is 46217 and the time 5:30 p.m. when I got there.

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4:58 pm EDT
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Steak 'n Shake the floor supervisor at the restaurant in jacksonville, illinois

Visited Jacksonville, IL on 10/8/17 at 3:30 p.m. Not busy!
Fries were HORRIBLE (old, cold, hard). Didn’t complain at that time...dealt with it. Ordered Prime Steakburger, kitchen didn’t make it with our family order. Waitress resubmitted. Whole family finished with meal before steak burger made it to table.
Waitress said manager would come to table. Never did. Still being nice, went to register and asked for manager. Teenage boy working responded by rolling his eyes and throwing his hands in the air.
Waited 15 minutes for manager to come to register! She was told 3 times that I was waiting. She was “busy” filling condiments...I was watching her!
When she came to register, was very snotty and said that she was busy because she is a waitress too. My reply was that I didn’t care what she was doing...all she needed to do was come to the register to take the burger off. I had waited 15 minutes and also for her to come to my table. She rolled her eyes!
Took $7 off my order...but still feel that the experience was rediculous.
On a good note, the shakes came out quickly and were very tasty.

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3:52 pm EDT

Steak 'n Shake extremely poor management

My family and I went into to Store #260 on 10/7/2017 after picking up my daughter from Homecoming. There was a group of girls waiting to be seated when we walked in and we were still standing there 5 minutes later before I spoke up. The manager on duty, Alisha, was busy talking to the cooks to help the one server on the floor. He finally seated the girls and then seated us in a pretty empty restaurant. The waiter is NOT to blame, the manager is and judging by the online reviews, this is not something new. We saw a group of at least 15 people stand there for over 10 minutes before they chose to go to IHOP instead. If you are good with loosing a party that big then I guess a couple more won't be missed. We will never go to this location again and will encourage others to skip the place as well. Maybe someone needs to look into this as I said earlier, the online reviews are ridiculous.

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9:39 am EDT
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Steak 'n Shake puppy in restaurant

My wife and I were eating at the Jackson Michigan restaurant at around 12:30 am when a group of 3 people came into the restaurant with a English bulldog puppy on a leash. Instead of being asked to leave, the people were sat in a booth with the puppy. This was clearly not a service animal as it was still a puppy, acting as puppies do. At this time we were finished eating and went up to pay. I asked the man in the shirt and tie running the register (I'm guessing a manager) if it was steak and shake policy to allow dogs in the restaurant, he said only service dogs. When i told him about the puppy, he acted as if he simply didn't care. This was the last time we, or anyone we know, will eat at steak and shake .

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8:45 am EDT

Steak 'n Shake drive thru service

On Saturday evening at 10:30, I went to my local steak n shake on diamond center drive in mentor, ohio. There where two cars in front of me, so I waited. I waited for 15 minutes before I got to place my order. After my order was placed, I waited another 7 minutes until I got up to the window to pay. After I paid, I was told it would be another minute. After 4 minutes passed, I was told to move forward and someone would bring it out to me. I waited ten more minutes until my burger and shake found it way to my car. Among exiting, I grabbed some fries. They where cold as was the burger. My shake however was made first because it was melted. I got no explanation on the delay. Obviously it wasn't to cook the food because it was cold. This is the second time I've had cold food at this store, and for the higher prices, it should be warm to hot. I waited 36 minutes for cold food, melted shake and bad service with high price and low quality. Would you stand for this?

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8:26 am EDT

Steak 'n Shake food

I went to Stake 'n Shake at 10:46 p.M. I ordered four milkshakes, three hamburgers, and three fries for my family and I. I spent $27.00 on food that was cold, hamburgers they were soggy and wet, and milkshakes had chunks of ice in it. This is unacceptable. For a business that is open 24 hours a day. I expect good service all times a day. If this can't be done. Then maybe they should close.

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11:02 pm EDT
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Steak 'n Shake everything

I went in one evening late about 9:30pm. I was with my son and a couple of his friends. The restaurant was discussing with napkins and trash all over the floor, tables still had food all over it. Disgusting is an understatement. After I went up to the counter and let them know that we had waited about 20 minutes and not knowing the manager is who I was talking to there was a man standing there and he chimes in and says I am doing everything that other people should be doing. The manager went to make someone else’s milk shakes that someone never made for them. This was maybe my 2nd or 3rd time there and I will never be back. The final straw was another patron said she had never seen a cook in the kitchen. I got up and looked and never saw anyone. So my crew and I left. Thanks for nothing.

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crystaIfor
, US
Oct 08, 2017 12:02 am EDT

Oh and i lost one of my friends because of this, maybe several more because they took her side. My son really loves the food at Stake-n-Shake, and he was crying when we left.. I was so angry at this point that I slapped him across the face real hard about two times. My "friend" said that I was out of control and called CPS on me. Now because of my "friend" my son could end up in a foster home. The worst thing is my other friends sided with her and said I was abusing my son. Friends don't call CPS on friends.

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J
9:07 pm EDT

Steak 'n Shake all of it

I ordered a chocolate fudge brownie shake and she said that all brownie products are not allowed to be carried by us anymore. She then said I can get you a chocolate fudge shake and I said OK. She then left . She then came back and said that they don't actually have that shake either. So I ordered a peanut butter chocolate shake . When the shake came it was only a peanut butter shake .NO CHOCOLATE. She then brought another shake and said it was actually a peanut butter chocolate shake . When she walked away I took a sip . It was actually a banana peanut butter chocolate shake. Eww. At this point it's not even worth arguing. I just waited for my food. 30 minutes later I got my plate and the fries were rock hard. I will not be eating at any steak and shake in the foreseeable future unless things change.

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4:41 pm EDT

Steak 'n Shake entire experience

Store #147 - Winter Park Florida
October 7, 2017
We eat at Steak 'n Shake in Apopka frequent, as well as others in our area.
Today, we stop'd in at #147 just before 1:20PM. The restaurant wasn't packed at all. I first noticed how dirty the floor was. We were seated. Our server, Sheila J, didn't take our order for at least ten minutes. Our meal didn't arrive for over 40 minutes (we kept looking at our watches). Our server told us the take-out window was busy, which was why it took so long for our food to arrive. Looking out the window, we realized this was not the case. We finally got our food but she never came back with extra napkins. We had to get another server to track her down when we wanted refills on our drinks. Midway thru the meal my "dining partner" ordered a milkshake for dessert. It took 10 to 15 minutes to get the shake. When it arrived, there was no question that it wasn't picked up when it was ready. The milkshake was very soupy. The service was awful, the restaurant wasn't clean and when I opened my napkin, I found that my fork had dried food on it. The server was just not available & kept us waiting to order. I don't know whether there were problems in the kitchen or with the server - when it came to getting our order. 40 minutes is unacceptable and unnecessary. Our experience at other locations is getting waited on in 5 minutes and our food within 10 minutes from putting in our order. Not used to having to chase down a server. All of the delays made us late for our appointment. Our bill was $17.51. I would appreciate a refund and hope someone inspects this location. Ginger Barnes - [protected] Torro Court, Orlando, FL 32810

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3:23 pm EDT
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Steak 'n Shake accuracy

We visit store 384 in Tampa maybe once or twice a month. Almost every other time something is wrong like they are out of something or they make something wrong and we don't realize until we open it up at home.
Today we went and got 3 sandwiches, chicken tenders, two fries, a cole slaw, and a side salad. 10min later in the drive through we get our bag, we check it, and the fries and dipping sauce are missing. I go inside and it takes ANOTHER 10 minutes to just get two fries and a sauce. There were NO CUSTOMERS in line. If the line cook weren't so busy yapping and goofing off like he was maybe he would have checked the accuracy and it would have been fine to start. He barely even apologized even when the manager on duty had to ask for the fries three times and mentioned that they were a missed item. I would have expected something comped or at least two sodas or something for the trouble, I personally am a supervisor in food service and always offer up things if the team slips up. Not good service values.

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1:14 pm EDT

Steak 'n Shake product and service

Hello.

I went to my local Steak N Shake in Locust Grove, GA. I first went at noon. I got home and my entire order was messed up. I obviously received someone else’s order. I drove back and after waiting 45 minutes with two other families complaining about the same thing, I got my food. Upon my return, my order was again messed up. Completely. I even wrote down what I needed to avoid further confusion. This location is not brand new, it’s been open for almost a year or so, so all kinks should’ve been worked out by now. I’m now eating lunch at 2pm. There is no excuse for such confusion, ... TWICE in the same day!

You’ve lost a few customers. Absolutely unnecessary. Also, no apology for the inconvenience.

Awful.

Renata Kalmar
Locust Grove, GA
[protected]

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10:43 pm EDT

Steak 'n Shake poor service with cool food

We visited the steak and shake in Bedford Indiana today and also 2 weeks ago Monday. Since we had bad service and cool food both times I decided it was time to complain. 2 weeks ago our fries were very cool to cold and I said something about it and was told they would let the cooks know. Also my granddaughter ordered a shake and did not get it till we were done eating and ready to leave we had to ask for it several times.
Today again our fries were not hot and most of our order was not right. No one asked if we needed anything. I asked for water and got a shake. Again we had food and I had no shake or water. I had to ask several times and finally got my shake and the waitress asked if I still wanted water. Needless to say since my fries were cold and my burger not right and my shake late to the table I left most on the table. I asked to speak to someone and no one ever came so we just left. I believe this is unacceptable service and if it only happened once I would not complain however it happened twice in 2 weeks and with different wait staff. Also neither time were they busy, however they had time to stand and use their phones and talk to one another while food sat in the window. These incidents took place on 10/02/17 and 09/18/17 both times between 4:30 and 5 pm. I would ask for refund however never received a receipt either time and do not want food why would I want to go back to a place with bad service who serves cold and wrong food and will not allow the customer to make a complaint to a manager.

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8:26 pm EDT

Steak 'n Shake wrong order

I went to the Steak n Shake on Abbe Rd in Elyria, OH around 8:30pm on Monday night after class. I didn't receive a receipt with my order. I ordered a Frisco Melt meal with a side of cheese, but instead got some sandwich that had bacon on it and no cheese for my fries. I didn't even notice until I got home and it was too late to exchange or do anything about.

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4:59 pm EDT

Steak 'n Shake raw chicken strips

Went to Steak n Shake in Tallahassee, Fl to get chicken tender meals for the kids (I have five kids). After my children had eaten some of it we realized the chicken was raw. Not a little pink but raw! Called and complained. What a waste of time. They could care less. No apologies or reimbursement for the money spent there. I am very disappointed.

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11:43 am EDT

Steak 'n Shake customer service

On sept. 15 (two weeks ago). I reported an incident that happened at location 503 W. Main Street
Branson, MO 65616. When was my turn to pay by drive thru the manager who was on the register just disappear and after 5 minutes took my money. I asked how long i have to wait for the shake and he look over the counter and gave me the shake. After that he told me: what you said about wait? "We are busy and you have to wait" "we have other customers". His tone of voice was very rude. I tried explain that i waited around 5 minutes until somebody see me, talk me or take my money on the window but he was constantly interrupt me saying they was busy and refused to hear me. I told him: don't hurry me to talk because english is not my main language and he start yelling at me say it, say it, "you are in america, speak english" with a despective tone.

I decided go inside the restaurant because i wanted my money back and take his name to report to the company. The employees ask me what was wrong and i said that he disrespected me on the drive thru. When he saw me he stood front of me with aggressive attitude and and yelling for what i wanted his name. He doesn't care i was holding my son 2 years old on my arms. The restaurant was full of customers and employees and his actions made me feel embarrassed and nervous. As customer i never had this situation like this. My reaction was throw the shake on him.

I left the restaurant and he followed me until my car. I was afraid and i started screaming: Don't touch me. Other employee took my license plate number and said she was calling the police. After that the manager told her don't call the police and started calling me bad names as m_t_e_f_c_e_.
I left the place and I notified everything to the company but i'm still waiting for response.

This manager was very un professional and had poor control of his self. This manager can't mistreat the customers. All we deserve respect especially as customers.

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Update by Suli21
Oct 06, 2017 9:04 pm EDT

Be alert! Fake profile using my name Suli21 for reply. If you click the name you will see only 1 coment and 0 complaints.

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5:00 am EDT

Steak 'n Shake service

I was the only customer there however, I was asked to pull forward to the front. After an hour of waiting there, I had to reverse back to your drive thru window to ask what was taking so long on my shake and chicken strips. The man apologized because he forgot about me, and then reassured me that he would then go make my good. After another 10 minutes I finally got my food.

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3:31 pm EDT
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Steak 'n Shake over charged mean had a coupon

I had a coupon when the lady took my order, well when I got my ticket it was the amount it should be with the coupon so I didn't worry. When I paid I ran my card then the price popped up being 2 times to much. The manager said the card already went through so she can't fix it. My number is [protected]. She was rude and over charged me. They should learn how to treat their customers

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3:07 pm EDT

Steak 'n Shake service and food

We went to eat there after church on oct 1 2017 at 12:30. First off we had to wait 10 minutes to be seated while servers just walked by like we weren't even standing there. Then once seated another 10 before anyone came to the table to take our order. Never got our drinks until the food arrived then took 10 more minutes to get straws. Appetizer was brought before anything then the empty plate sat on the table while the waitress walked up at least 4 times. After waiting an hour our food arrive (we have 3 kids hungry and waiting) the food was cold and burned! We order two milkshakes they arrive completely melted. 6 parties walk up to be seated wait 20 mins then a waitress walks over and turned them all away saying they should go somewhere else. Finally we go to pay the waitress told us our kids meals would be free. We go to pay nope not free and they can't split the check. Fed up I called the manager over and he fixed the free meals but didnt apply our milkshake coupons. I paid $15 for a hamburger and shake when meals are under $5. Only thing the manager said was sorry we had a lot of people call out. We leave the restaurant at 3:00. The restaurant is filthy and Service is horrible. They all need training in customer service. Very very disappointed. Won't be going back anytime soon.

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2:05 pm EDT
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Steak 'n Shake wait time and server

My husband & I stopped for lunch while traveling at 12:30 p.m. today, Oct. 1, 2017 in Southaaven, MS. It took about 10 minutes to get seated & have our order taken. After our order was taken, we waited about 40 minutes for our food, although during this time our server stopped by at least 3 times & said "Your food will be right out." Finally I noticed people that arrived after us getting their food & after getting our servers attention, asked her where our food was. She said she didn't know & had checked and our order was about middle ways down on the screen & she didn't know how much longer it would be. The restaurant wasn't even half full & I told her that was ridiculous & we were leaving. She turned and walked away. We left at 1:30 p.m. after being there 1 hour & never received out food. I have NEVER in all my life had such a terrible experience at this establishment & still never even received my food. We have a Steak n' Shake where we live in Poplar Bluff, MO and have always received fast & friendly service & they are always busy. I am very upset over this whole ordeal & will never stop at that restaurant again.

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