ComplaintsforSteak 'n Shake

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Steak 'n Shake Gift Cards balance has been wiped from them by the company.One card activated no transaction missing $25 Second card partially used missing $9.93 Problem can't contact them by phone or email they only have a feedback form which will probably never get even looked at!These companies should be required by law to have either a legal email or phone number!

  Business response

  08/27/2024

  Thank you for contacting our office to assist you with this issue.  Please provide the 16-digit card number(s) to ************************************* so that we may research the card activity and possible gift card replacement.

  Customer response

  09/06/2024

  I been waiting to hear back from them they said they were sending a gift card but have no seen it yet.

  Business response

  09/11/2024

  ************ provided the information needed reference gift card balance and a new card was sent to him on 9/5/24.

   

  Customer response

  09/12/2024

  I don't accept the answer.  They are liars!  I never used the one card.  So I WILL NEVER ever buy another Gift Card from this company and going to tell everyone don't buy Gift Cards from this company!  They take the money saying you used it robbing you!  I never used the one card at all.  So now out of $35 and no gift card arrived they said they would send to me!  This places is crooked!  I won't do business with them again!

  Customer response

  09/16/2024

  Resolution accepted

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered from **************************************************** on 08/18/2024 at ***** am. When I went to pick up the early they said they cannot make the milkshakes and cannot give me a refund I need to contact on the app. There is no phone number, or email or anyway to contact them I paid $10+ for the shakes and would like my money back.

  Business response

  08/19/2024

  Thank you for contacting our office to assist you with this issue.  Please provide payment type (credit/debit/mobile pay), along with card type Visa/MC/Amex/Apple pay etc., along with the last 4 digits of the account used to email address **************************************

• Initial Complaint

  08/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We entered the *********************************************** at ************************, ordered and sat down to wait for our food. A lady previously sitting in the store started an argument with us despite us minding our own business. When I exchanged words back the womans husband got up and started yelling at us. The manager then walked out of the kitchen and started yelling at us as well. The couple and there family then left and we asked for a refund because we no longer wanted to eat there given the circumstances. The manager refused to give us a refund and refused to give us a corporate number to issue a refund and then trespassed us off the property despite us just wanting our money back so we can leave.

  Business response

  09/04/2024

  Thank you for contacting us reference this issue.   At this time a refund will not be provided as the guest consumed their meals.  Further per the investigation the guest instigated the altercation with other patrons.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the steak and shake location on ***************************** wife and I ordered she ordered an onion rings and a banana shake I ordered a double combo only mustard ketchup and onion and an order of fries and a shake.on July 26, 2024 at around 3pm. waited about 10 minutes when there was only 3 people in the dining room. my wifes order came out first then mine. when I got my burger it had cheese on it. I took it up to the cashier and she yelled to the kitchen it was no cheese. waited another 10 mins got my burger and a new order of fries however this time it had lettuce and tomato which I did not ask for again I go to the cashier to explain I didnt want lettuce or tomato, another 10 mins went by my burger came out again this time the burger was cold when I told the cashier it was cold I have been here 30 mins now and my burger was not right please give me my money she called the manager a young white girl whom said I should accept the burger because the lettuce was free. I said I dont like lettuce she said well we took it off and gave you your burger back I said but the burger was cold if you just took off the leetuce it still touched my meat. After going back and forth with her she finally said well take your money and refunded me only the burger another customer in line said lady if he didnt want lettuce why would you just take it off and give him the same burger he could have had a food allergy against lettuce. she just said well the lettuce was free. me a senior citizen and military vet was very frustrated by the whole thing. if this is how they train young managers to be with customers then I feel sorry for your business ethics. this steak and shake was the worst customer service restaurant I have ever been too

  Business response

  08/13/2024

  Thank you for contacting our office.  This issue has been forwarded to the Franchise Owner to resolve as needed.  Please consider this issue closed.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 1st 2024, I placed an order online at *********************************************** in ****************. When I arrived to pick it up, they did not have the items I ordered, so I asked for a refund. The manager on site told me that he would have to call the owner, so he called the owner and took down my information and said my refund would take 2 weeks to receive. It is now July 29th and I still have not received my refund. I have called them and I keep getting told that they would have the owner call me and I still have not received a call or my refund!

  Business response

  07/30/2024

  Thank you for contacting our office to assist you with this issue.  Your refund will be processed today.

  Customer response

  07/30/2024

  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

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Monday July 15th, 2024 Total Cost of Order: $11.85 (Amount I am looking to have refunded).Placed an Online Order via my phone with the Steak 'n Shake on *************************: Order # ***************** - Did not receive an order confirmation, so placed another order: Order # *****************, did receive an order confirmation for the second order. I was reviewing my receipts (it was for a business trip) and noticed I was billed twice (the first order went to my spam folder for some reason), but only picked up one order.Tried calling the location regarding a refund and was told I needed to contact the service I ordered from (olo.com) and was subsequently hung up on. No contact information was available. Called the posted phone number for Steak 'n Shake **************** *************). Received a recorded message that the number was no longer in service and to go online for a survey. Online survey site has no further contact information. (I would like the refund applied to the credit card I used (last four digits are 0978, as this is a corporate credit card).

  Business response

  07/22/2024

  Thank you for contacting our office to assist you with this issue.  A refund has been processed as requested.  
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into restaurant and order and paid. Drink machine wasn't working, when asked ***** (manager) he had an attitude. Next he set 2 milk shares on counter and couldn't tell me which one was mine. He was rude and I asked for refund. He took my receipt and came back and said I was all set. When I looked at my account online it only showed the charge. When I asked him he said it would take 24 -48 hours. I waited two weeks and still no refund. I went back into restaurant and spoke to female manager. When I asked to speak to ***** he refused coming to talk to me. She said it could take 30 days and they would look into it. It has now been a month and a few days and still no refund. They stole my money.

  Business response

  07/19/2024

  Thank you for contacting our office to assist you with this issue.  Please provide a copy of the receipt to ************************************* as we would like to research the refund that was processed at the restaurant.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order online. The restaurant was closed earlier than business hours. I called the store and they advised me that they do not get online orders and I need to contact the company I placed the order on. I went to the actual site for ************************************************ It turns out that another company handles their online orders called OLO. I received an email from them saying they do NOT issue refunds. I did not get my order. I NEED A REFUND.Location:*************************** ****************************************** ************** Date: 7/6/24

  Business response

  07/08/2024

  Refund has been issued.

  Customer response

  07/08/2024

  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

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to *********************************************** on June 26th and ordered two Unsweet teas among other things. I was charged for them but at the window told they were about to close (it was hours from closing) and had no tea. I told them to sub a diet and give me a water. However, I was still charged 3.17 for a water. Basically the left two drinks on my order. When I brought it to their attention I was told water is the same price as other drinks. I do understand charging some for water but $3.17 is ridiculous.I told them to remove from my order as I did not want it for that price. They processed a refund and gave me a receipt. However, twelve days later the refund never came through. I have never received my refund for $3.17. I was given the original receipt and another with the same number showing the amount minus 3.17 but was only charged the first amount. Never received a refund of the difference. I filled out a survey and received a call while at work from ******. I tried phoning him back but the phone just continues to ring endlessly. I have phone records of calling the restaurant almost daily to reach him and it rings for over five minutes but no one answers so I tried on my boyfriends phone today as this seemed odd. Guess what they answered but said ****** was not there. When I asked to speak to a manager they hung up. They had no phone etiquette at all and just rudely hung up. Seems they have no desire to resolve the issue. Truly ridiculous customer service. I have tried fir days to contact them. This is the store on ********** in ********** **

  Business response

  07/08/2024

  Thank you for contacting our office to assist you with this issue.  Please provide both receipts to *************************************.  Also, we are unclear if the refund is of $3.17 or $19.46.   Also, provide payment information, credit/debit/mobile pay, and the last 4 digits of the account used for payment.

  Customer response

  07/08/2024

  Hi. I am having trouble finding the receipts. I will look but Im attaching where it cleared my bank. Last four of credit card was 8487. 
  

  I completed a survey which had the survey number and had me enter receipt info. ****** received that survey so it should make locating the receipts easy.  Im also attaching the transcript where he called me so it can assist with you tracking  
  

  The refund was for the one drink I did not receive. A total of $3.17 (includes tax). 
  

  if you would like I can also send a call log of the numerous times I tried calling the store back. 

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Hi. I am having trouble finding the receipts. I will look but Im attaching where it cleared my bank. Last four of credit card was 8487. 
  

  I completed a survey which had the survey number and had me enter receipt info. ****** received that survey so it should make locating the receipts easy.  Im also attaching the transcript where he called me so it can assist with you tracking  
  

  The refund was for the one drink I did not receive. A total of $3.17 (includes tax). 
  

  if you would like I can also send a call log of the numerous times I tried calling the store back. 

  
  
  Regards,
  
  *******************************

  
  

  Business response

  07/12/2024

  We have searched for a settlement in the amount of $19.46 (per the bank statement screenshot) between the dates May 25th thru May 27th under card ending in 8487 at restaurant #*** and we could find no transaction.  Please review the information we've provided and email us at ************************************* to either confirmation the information is correct or provide the correct information.  Thank you.

  Customer response

  07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  The charge is absolutely on my bank statement from this store. They can absolutely see this. *** noticed in other responses to other cases they use the same tactic. This is either a tactic to not pay or they have a very poor bookkeeping process and have obviously not looked at the survey ****** the owner responded to. 
  

  The best solution may be that I not ever visit them again and suggest others dont as well.  Hopefully the $3.17 they stole from me was worth losing a loyal customer.  
  
  Regards,
  
  *******************************

  
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I picked up my two daughters from Gymnatstics and we wanted to have a Dad Daughter night out to restuaruant for first time without mom. It was my 7 year old Bday as well and she wanted a Milkshake, of which I had a redemption code for. My other 9 year old wanted ******** icey instead, so we ordered through my Steak Shake mobile app food for us, while we were picking up ******** icey to bring to the Steak and Shake restaurant, so that we could then all sit down inside and eat and enjoy Daddy Daughter time and a moment. We did not order the shake through the app, as the app stated I must be in store when redeeming teh coupon otherwise it could disappear. Upon arriving at Steak and Shake location at *********** on *******, we were greeted by a man that asked us if we had a pick up order, and I said Yes. I then explained as he was going to get our food, that I am quickly going to redeem my milkshake coupon in the kiosk and asked him if he could have someone start working on our Cookies and Cream milkshake for my Bday girl. Immediatley he said NO, and that I was prohibited from placing an order since I originally ordered my food online through the app? I had never heard of such a thing at any restaurant, and deifnitely have never been told I cannot order food in teh ********* where we have freedoms. I asked him why that was again, and told him that I need to redeem my coupon code and that I did not do it with my original order as I showed him the note on my app saying to redeem in store. He confirmed I could not place my order. These upset me, and made my bday girl cry since she could not get her shake now, and now we were not in a position to sit down and enjoy our food due to altercation and restrictions. I then asked for a full refund and i wanted to leave store. Manager refused, yelled at us to leave and take it up with customer service through the App. I video taped altercation and may post on social media kids crying and all due to lad

  Business response

  07/15/2024

  The Owner/Operator has been notified of the complaint filed, a police report was generated due to the actions of the guest.  Please consider this complaint closed as the owner/operator has tried on several occasions to contact the guest.

  Business response

  07/18/2024

  The Owner/Operator has been notified of the complaint filed, a police report was generated due to the actions of the guest.  Please consider this complaint closed as the owner/operator has tried on several occasions to contact the guest.

*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. ↩