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Steak 'n Shake
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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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B
5:36 pm EST

Steak 'n Shake Service

I just moved to the area 6 months ago and visit this location about once a week. The waitresses do a great job of holding the store together. They always work hard. Often there is only one waitress working the whole floor alone.

However, there is one particular manager, John, who does as little as possible and every time I speak to him he complains about how hard his job is and how hard it is working with/or keeping "children" in line.

Today I ran by at lunch to order a to-go order and it took at least 20 minutes. There were 3 customers ahead of me at the register and apparently they had been waiting for someone to show up. John walked up with an employee and left the young man there to take care of us. John walked away. It seems he should have stayed and gotten the line down. John came back as they were still being checked out (it was difficult for the employee) and I called John by name asking him to help us, then he did. You should have seen the look on the other customers who walked up after me. They were rolling their eyes at John.

Another time, I called to place a to-go order because I didn't want to wait. John told me there was "no reason" to place an order on the phone because they were not backed up.

If I wasn't hooked on your food, the chili in particular, I would never go back because of the apathy.

If I owned that store, I'd want to know what was going on.

p.s. the waitress there today, Sherry, did an outstanding job!

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R
8:25 pm EST
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Steak 'n Shake lack of service

My wife and actually did not even get to eat there! We arrived at 10:50 chose to sit at the counter where the manager looked at us along with other employees while never coming to see if we wanted drinks or anything. Finally at 11:00 a waiter came to us in which we already knew what we wanted as we were there for 10 minutes already looking at breakfast menus. He asked "Are you wanting breakfast? We responded "yes" He responded "Let me check if we are still serving breakfast" we watched him ask the manager whom ignored us for the whole ten minutes we were sitting in front of her and her respond "no!" He turned to us and informed us that "at 11:00 we stop serving breakfast" and said "I am sorry that I ruined your morning, is there something else I can get for you?" I said "No thank you" and we left feeling that obviously even though their parking lot was practically empty and only about 8 customers total in the restaurant that they do not need our money. We visit our daughter whom lives 1.5 miles from this location often and I can promise you that since they do not need or want our business that we will definitely make sure that no one in our family will spend money or waste time trying to get service there in the future.

My suggestion to the owner of this franchise is to make sure your management cares about you being profitable at least 10% of what you are as an owner. I actually feel sorry for the owner that they have such pis poor management running the location.

We are not looking for anything at all from this just feel the owner should be made aware of how poorly managed this location is.

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A
7:12 pm EST

Steak 'n Shake service

This is my very first time sending a complaint regarding bad service in my 40 years. I went through the drive through at your Monroe Street Toledo Ohio location and waited the 20 minutes or so for my food to be brought out (I was told to pull up). My order was missing both fries. I drove back around to the drive through speaker to explain that my order was Just brought out and is missing the items. I was told "Ma'am I'm sure your fries were in your bag" when I replied they weren't and they can come search my car, I was told I would need to come inside because there are orders ahead of me. Keep in mind my sandwiches are now getting cold and they are telling me I need to come inside and they called me a Iier. I was so mad! My young daughter offered to go inside as she knew I would no doubt have caused a scene if I went inside. This was absolutely the Worst service and I will never nor will anyone I can tell this story to return to this restaurant! Rude Rude employees!

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J
12:42 pm EST

Steak 'n Shake cleanliness

We were travelling through and stopped in the advice of friends. Our waitress was lovely and the burgers were delicious, but this location is filthy. The floors are greasy, the bathroom was dirty and smelled horrible and tables, booths and partitions were gross. When we stepped up to the counter to pay we noticed the state of the kitchen...so gross.

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C
4:12 pm EST
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Steak 'n Shake sundae prep

I have been going to the Winter Haven location since it opened for the awesome hot fudge sundaes. Today 1-10-2019 when I was served my sundae there was no whip cream or cherry, when I questioned the server she said we do not use whip cream on sundaes. Wow that was a first and the picture in the menu shows it with whip cream. Because I did not want it she put on the whip cream.
Another employee told me she is the manager, where are all the other workers that know how to make a hot fudge sundae? Not sure I will continue to eat at Steak and Shake.

The enclosed picture is from the Steak and Shake menu and my sundae did not look like the picture.

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10:38 pm EST
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Steak 'n Shake customer service/ drive through/ rudeness

Just went through a drive through experience with a steak and shake in bourbonnais IL. Not only did I sit at the speaker to place my order for a good 10 minutes I also sat in line for 30 minutes. During the time period of sitting in line my brother and myself (had a family outing mother was driving) had to use the restroom so we got out went into the establishment to try and use the restroom. Not only were we told that we couldnt use the restroom which after arguing with the manager for 5 minutes she ended up letting us use the restroom. After using the restroom I asked the manager why hasnt the drivethrough moved in 30 minutes. She tells me oh well I have a party of 30 and party of 20. now I understand having a party and all, but you dont have your drive through waiting in line for 30 mins and not have them moving. Not to mention the food wasnt even cooked fresh and was thrown together at the last second.

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M
9:55 pm EST

Steak 'n Shake drive thru order on 2/7/2019

I placed my order at 8:28 pm and finally left at 8:53pm This was after waiting in line 10 minutes and sitting at the window for 10 minutes, I had to honk my horn and knock on the window repedidly to get someone to come to the window at this point it was 8:48 per my email time stamp. At this point I was greeted by a man I beieve to be the manager in a not so friendly way. It appeared to me that he was the only one working. The window was foggy so it wasnt clear enough to me but it looked as though he was cooking serving and cashing out the customers on his own. After all of this wait time I was given cold food. I would not have waited in a normal situation how ever this is what my 6 year old wanted. After all of this He had to ask me again what kind of shake I ordered. My order was simple, a plain cheeseburger, fry and a child shake. Get it together, Steak and Shake used to be a clean well known place to grab a fresh burger, now you are lucky if you can even get to place an order. Order # 506379 a refund would be the easy way out. Things need to change. [protected]@sbcglobal.net

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J
12:58 am EST

Steak 'n Shake steak ‘n shake

Did not receive the order that I drove all the way to get and pay for. Was told to pull forward at the window and when she brought out my food she ran back in and by the time I noticed I was already home. Spent the last 17 dollars I had to my name for a meal I didn't even get. I normally wouldn't complain but the last time I was there I had to leave because the person at the window kept saying racist words. Thanks a lot 🖕🏼🖕🏼🖕🏼

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R
8:33 pm EST

Steak 'n Shake lack of cash option on the rewards program for us folks who prefer cash

I was excited to learn about the Rewards Program that Steak and Shake had started offering. My husband and I have been loyal, weekly customers for over forty years. We feel discriminated against because we prefer cash instead of using our phones to pay for things. We cannot participate in the rewards because of this. We have discussed finding a new date place to eat that won't penalize us for using cash! Please change this to allow a cash option. We are not stupid old people and can navigate on a computer. C'mon people, there has to be others who prefer cash too! Speak up and join us.

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B
8:10 pm EST
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Steak 'n Shake cookies, fries and service

On 2/3 my wife and I went to the Pekin No 17 and ordered our food, when our food came my Fry's were cold and very dark in color and my wife ordered a side of Cole slaw . She never got her Cole slaw . I ordered a triple steak burger with fries and Cole slaw and a cookie. I never got my Cole slaw and my Fry's were cold and dark in color plus someone had taken a bite out of my cookie. When we went to pay the lady asked how our meal was and I told her about my wife not getting her Cole slaw so she took her Cole slaw off the bill. Then I told her about not getting my Cole slaw and how my Fry's were and the bite out of my cookie and I Evan showed her a picture of it because I took a picture with my phone and all she did was to take.50 cents off my bill and never even offered an apology or anything. I think .50 is a little cheap when 3 out of the 4 items that I got for the pick 4 for 3.99 wasn't eatable. Worst service I ever had at Steak and Shake and I eat there in Pekin or Morton at least once or twice a week. If this is how I'm going to be treated I will not be back and I will let everyone know about it. I'm in customer service in a large store in Morton Illinois and we would never stand for this kind of behavior

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C
6:24 pm EST

Steak 'n Shake food

On our way home, my family and I decided to get some milkshakes. We arrived to Steak and Shake at 6:45pm on February 3rd. We pulled up to the drive through, to hear a person come over the speaker stating the drive through was having technical difficulties. So we drove around and my 15 year old son went into the restaurant and ordered 3 milkshakes to go. He came out of the restaurant 25 minutes later and said they forgot to make the third. My son handed us the 2 milkshakes, and attempted to go back in to get the last. The employees locked him out of the restaurant. So we had to walk up to the drive through window and knock on it. My son told them what happened and the manager left watching the super bowl and came over to the window. He then gave my son the third milkshake. During the entire time my son said he felt like he was bothering the employees. We tried to go through the drive through again, and over the drive through speaker, we were told that the restaurant was closed due to difficulties. I have included a recording of our second drive through the drive through. Please contact me further if needed.

Thank you,
Chelsea Ballard
[protected]
4174 Beach Ridge Road
North Tonawanda, NY 14120

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T
4:46 pm EST

Steak 'n Shake incorrect order and poor service

I ordered in the drive through Sunday Feb 3, one milkshake and two #14s. She handed me my order and I asked her where the sides of chili and cole slaw were, she said she already cashed out my order..then I said, doesn't each #14 come with a side? She said ‘I can give you the cookies' and handed me two cookies. At this point I was super confused and thought maybe I was wrong about the combo meal now including a side so I said OK, thank you, and I drove away. Upon arriving at home, one of the burgers had the correct toppings the other burger was missing two of the toppings ordered so I was disappointed yet again. So, I ended up not getting all of my meals and then one was made incorrectly. It would be greatly appreciated if I could have my meals remade correctly and completely.

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1:51 am EST

Steak 'n Shake milkshakes

Every single time I come to steak and shake on mt. Zion in the jonesboro /morrow area in ga, the shake machine is mysteriously 'down'. It's been that way at every single mcdonald's in the county for several years, now yall are doing it to. I honestly believe the employees are to lazy to use the machine, and management allows it. Take the shakes off the menu if you are not going to make employees serve them. It is mainly the late night shift that has problems w shake machine.

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K
6:11 pm EST
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Steak 'n Shake ac way too cold; surly server

Despite three requests, the air conditioner continued to blast cold air throughout the dining room. All the tables around us were complaining. We couldn't even finish our meals -- and our warm food was too cold to eat within 5 minutes. Our server, Deanna, complained about another who called off, and was sarcastic and unhelpful when we asked for assistance. She was training a new server and was downright unkind as this rookie was struggling to learn the protocols. Deanna should not train anyone without serious retraining herself. We did not penalize her gratuity, but did complain to the manager -- who also seemed to care less.
We look forward to a Steak and Shake treat each year we winter in Ocala. Suffice to say, we won't be going again.

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T
3:47 pm EST

Steak 'n Shake entire meal was horrid!

We went today at 1:48 and ordered the $4 Chx Strips meal & $4 Triple Hmbg Meal.
The chx tenders were cold, fries were old, I asked for BBQ dippin sauce got ranch, no cookie as in my meal stated, my husbands burger was so dry, hardly but a dot of mustard on it and barely any onion, he gagged it down! We usually eat at another facility in the area but this was closer, but we will never go to this S&S again! For $15 I could have eaten at McD's and gotten a hot meal and better food! Id request a refund but the lady didnt give me back my reciept. We wnet in at 1:48 He had a side by side strawberry/banana shake and I had a lg rootbeer/ thats the only thing they got right!

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S
11:56 am EST

Steak 'n Shake service

I recently visited the Steak ‘n Shake in the Fort Lauderdale international airport. I have always been a big fan of the franchise and never had a problem until this. I waited in line, while two people cooked, for around 10 minutes before having my order taken. Upon ordering I was told there would be no shakes for the day. this seems outrageous. it would definitely be worthy the look into the matter. This franchise definitely put a black eye on your establishment.

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T
11:10 pm EST

Steak 'n Shake drive through

I have some complaints about the Steak ‘n Shake in Findlay Ohio. First off, I went through the drive through and they told me it was a 5 minute wait for some chicken tenders. I waited 20 minutes. And they forgot my ranch for the chicken tenders like always. And I've had some problems with their food. Their chicken tenders have been awful and very tough, only being able to eat a few good bites of it. Wasted money. They made me wait 20 minutes at the drive through, and didn't even give me anything for it. I've waited other places and they've given me something for making me wait so long. 20 minutes for chicken tenders is outrageous. 20 minutes for chicken tenders you can't even eat is ridiculous. The steak in shake in Findlay Ohio is absolutely disgusting.

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5:26 pm EST
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Steak 'n Shake customer service/milkshake

I went to purchase a milkshake at the location 2205 Grapevine Mills in Grapevine TX. I sat and waited for what was an unreasonably long time for a milkshake. I went to the bathroom, and when I came back my milkshake was not there. One of the waitresses told him i had left, (I didn't). Waitress asked where it was and he told her loudly "she just gonna have to wait" and continued ranting and raving. I asked for a refund which was another long process and left. The atmosphere was extremely unpleasant and unprofessional minus the waitress that took my order. If you don't like working with people the morgue is always hiring. Needless to say I'm done giving them my business

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3:29 am EST

Steak 'n Shake service

On 23 Jan 2019, at about 1929 I left the Steak'n Shake (7101 West Colonial Drive, Orlando, FL 32818) because I'd been waiting since 1908 for my order. The to-go order was 2 triple cheeseburgers with fries and was cooked by 1908 (shortly after I ordered them). The cook placed them for the next man to put the condiments and vegetables on... but there they sat while the second man waited on everyone else's orders (even those that came in after me). I estimated that after over 20 minutes, my burgers would be a bit cool, if not cold, and the man could see me as I was at the counter waiting for them.
Also, I don't know if is was to do with me or not, but he seemed to be laughing a bit when he looked my way. That could have been a coincidence, even as I was white and those that were being waited on before me were not, even as he was not. Again, this might have been coincidence, and it might not have been. I just know that after 20 minutes waiting for burgers that were just left to sit there after being cooked, I was not about to take them.
I told the cashier that I didn't want them any more, explained why and asked for my money back. After that, I traveled a bit further to go to a Burger King. My daughter was feeling ill and wanted the triple cheeseburgers from Steak'n Shake, but after I explained, she opted for the double Whopper instead. If this is the level of service, I believe I will continue to go elsewhere. I am usually patient, but this was most apparently deliberate on the employee's part (again, not the cook).

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C
3:25 pm EST

Steak 'n Shake milkshake

I went to Steak and Shake today to treat myself to a milk shake. I asked for a chocolate malt and was told you no longer carry them. How can a company that has "Shake" in its name and who offers "classic" milkshakes not offer a chocolate malt? (Not to mention that you offer about twenty other flavors). I am flummoxed beyond belief. I guess I won't be visiting your restaurant any time soon (if ever again) as it was the thing I liked best on the menu.

Sincerely

Cheryl Longstreet

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