Steak 'n Shake
Reviews and Complaints

This is not the first, or second, but THIRD time I have found hair in my burger. It made me throw up because I was so disgusted and I lost my appetite. When you go to a place to eat you always expect the best but it seems that any time I go to Steak ‘n Shake I end up with a hair in my food or the order is wrong. Our waitress seemed to have a very hard time figuring out our orders also.

Went to the drive through at Steak N Shake in Goshen, Indiana on June 5th. There was a car in front of me and I had to wait a couple of minutes for them to finish their order. Then I pulled up and just sat there and nobody took my order. Finally somebody said something but didn't take my order. I sat there waiting again and finally somebody took my order. When I pulled around to the window to pay, the car that I was waiting on to order was sitting there. Somebody finally brought them a drink and then a few minutes later they brought a bag of food. The person in the car sent the drink back and I continued to wait. I waited over 5 minutes and that car was still sitting there waiting on something. I finally just left. The service is awful. When you eat inside you normally have to wait and wait for somebody to take your money. Something needs to be done at this place.

I went to my local steak and shake yesterday to order my favorite #19 foot long hotdog. I've always enjoyed this hotdog combo. When pulling up to the drive through I was unpleasantly surprised to receive a normal hotdog. The associate told me that they put up a sign stating that they had removed the beloved foot long hotdog. There was no visible sign to indicate it had been removed, and it was still listed on the drive thru menu. Needless to say I will not be a patron of Steak n Shake anymore until the foot long hotdog is reinstated.

I walked in and the cashier was sitting with her boyfriend/husband and kids who are under the age of 2. I wait a while until I get helped. Once I do get helped I ask for my online order that i placed.she brings me the order and asks if theres anything else. I ask her if I could get buffalo sauce. I'm not sure what she gave me but its not buffalo sauce. I also ask later if I cant get my diet coke I ordered with the food and she gives me a root beer (realized after I left) it was not a positive experience for me at steak and shake.

I was overcharged and have called the customer service phone number multiple times with no call back to resolve the issue. It has been a month and nothing. I was very understanding at first because things happen but a month with no help and not being resolved is ridicuolous. My file # is 1470168. I will not return if this is the way customers are treated.

Stacey Garcia
Order # 402119
Keandre W is the server
5/4/2019
4:25:19PM

Was at cleveland ave location in columbus ohio was worst dine in experience in 43 yrs waitress was rude ! Had party of 6 couldnt keep cokes refilled food was cooked at diff times was cold wasted 48$ told manager they was rude ! They should close this location i use hilliard location and its always nice and fresh ! So as a company they should take care of the people who keep them in business ! Then that expect u to pist a novel to explain a bad exp at one of there establishments ! Wow give me a call i got a earfull for u ! Lol i will never go to that location as long as i live !-

My husband and I eat here 2, 3 x week. Over the past year the store has become taken a down hill spiral and become filthy. The staff tries, but I think its under staffed. I am sure that most customers will agree it needs a cleaning crew to come in and give it a once over. If you dont the board of health will shut you down. It's that bad. How could it not. Everywhere you look it is dirty. You have a new Starbuck's and the focus will be on this store. Someone needs to help this staff and YOUR CUSTOMERS DESERVE BETTER. I was a regional trainer for Blockbuster and this is unacceptable. Im trying to save my restaurant. Someone please help. Terri Passaro [protected]

Highway K and Highway N in Ofallon, MO. Tonight at 12:10am I encountered a handwritten note on the drive thru speaker that read "new hours 7am - 12am" This isn't the first time this store has abruptly closed, one late night around 1am the delivery truck was blocking the drive thru so I parked to go inside. I was greeted at the door by an employee that they were closing for a few hours while delivery was being dropped off since it was a large order and they couldn't handle serving customers while the delivery was being accounted for. This Steak n Shake is known for being open 24/7 then with notice it began closing at 2am and now with no notice but a note that it's now closed at midnight. Nothing is ever consistent at any Steak ‘n Shake anymore. Rumors of permanently closing, and/or remodeling has many customers confused of the future for this chain. What gives?

No fish platter or fish sandwich, needs to be there at restaurant year round for a better menu selection for everyone to pick from.
Took away turkey club sandwich, less menu selection for everyone.
Chicago hot dog gone, less meun selection
U have to have a menu with more than burgers and high calorie chili/spaghetti
Need chicken nuggets on children's menu because children love them.

On crowded lunch times, you need one person cleaning up finished meals on tables, so people can be seated. Alot times there are open tables, but are not cleaned up after people have finished eating.

Steak n Shake is my favorite place to eat, but I went 2 days ago and I was displeased. Our waiter took forever to get to us and take our orders. When we finally got our order in, I was pleased that it did not take long to get to us, but we did not receive many french fries at all. We counted like 15ish of the small steak n shake fries. It seemed like they did not care and just threw everything on the plate. At the end, I had to flag down our waitress to get a refill on my cup. I will not stop going to Steak n Shake because I do like it so much, but some kind of compensation for the disappointment would be nice such as certificates or something. Thank you!

I and my wife and her friend visited a local restaurant a month ago, registered a complaint about our service there a month ago and still no call from main office... A month, really!
I have called 4 times, worst way to treat customers from any business, very sad, does the company pay their phone bills, maybe this is why I have not received a call...

I spent $30 on this place to be waited on last and now I see the problem, its not the location, its the corporate office lazy [censored] people...

Another customer lost...

I live near Beaumont, TX. I have been a fan of Steak 'N Shake since I was introduced to it 13 years ago. It was my favorite restaurant to visit anytime we went somewhere that had a Steak 'N Shake. My wife and I even discussed opening one in our area because we know it would thrive. However, my past four experiences (throughout different parts of the US) have been absolutely horrible on wait times. The past experience I had in Beaumont was so unacceptable I cannot be silent anymore.My wife and I took our children there about 10 days ago and it looked absolutely packed. We walked in to check it out and there was booth open so we decided to stay. The process to get our meal was very quick and impressive considering how busy it was. However, while we were eating we noticed several families come in the door to be waited on and no one ever sat them. We saw them turn away and leave. After our meal, we ordered some shakes. Only four. One for myself, my wife, and our two children. After about 15 minutes our waitress came to us and told us they were out of M&M's. Why did it take 15 minutes to discover you were out of M&M's? And, one would think they were making our order for the waitress to come and tell us this. We waited another 10 minutes and still nothing. Our waitress, and pretty much all waitresses for that matter, were no where to be found. I decided we were leaving and we were not going to pay for our shakes or wait for them any longer. I went to the counter to pay and there was one person working the register. The line was a bit long so another person came to help on the second register. When the second person came to help the first person left; still leaving one person at the register! In the mean time two families had walked in waiting to be seated. No one ever helped them! When I was next in line at the register the waitress finally brought our shakes out to our table. We ordered these shakes at 8:44 pm and received them at 9:16 pm. Thirty-two minutes to receive 4 shakes! That is absolutely ridiculous. I know it was busy, but we were sitting there watching. It is not as if shakes were just rolling out of the back and coming in. Not only did it take thirty-two minutes to receive our shakes, but they were wrong and we received no straws. We had to take the straws out of our water and use them for our shakes. We couldn't ask for straws because no waitresses could be found. Again, if this was once occurrence I would chalk it up to bad management at one location. However, there has been an issue with waiting at 4 different locations across 4 different states. This one in Beaumont was just above and beyond. As much as I enjoy Steak 'N Shake's food, I do not know if I will go to an establishment again. Something has to change!

This is NOT a service complaint.

With all the recent press... on failing restaurants etc

You need to address the location of this restaurant.

We attempted to visit this location last night ...
June 2 2019 10 pm

Looking for another location to drop a vehicle for service in the area, , , ,
I saw this location on google maps -

after dropping the vehicle we decided to eat here.

I knew where it was Generally...I do not use any vehicle map service, , , , , ,

I drive thru the area twice, , , , , thinking it might have been one of the
locations recently closed...

We then only found it by a chance glimpse... thru shrubbery

there was no visible road side signage... at all

and the only entrance close to the store is totally un-lighted
with no clue as to if the roadway would even take us to the restaurant.

there is a neon "OPEN" sign in the south side window that was also not lit

which is probably why the restaurant... except for on person ... Was totally EMPTY

Friday, May 31, at about 1:30pm, I went through the drive through at the Steak and Shake at 281 University Blvd Round Rock, Texas. There were about 5 cars in front of me and it took over 30 minutes to get my food. This is ridiculous. I told the guy at the window and he said it was because it was fresh cooked. 30 minutes to cook a burger? I will not return.

Stopped in today as we often do when we are running around shopping with the kids, family or even my employees..
All new faces again the only constant is steven and he wasn't there.
Only about 8 occupied tables looked like about 8 staff with 2 managers.
Sat in a few minutes in that time 3 complete families complained at the counter aggressively about different issues including a 1 hr wait.
Our issue was my shake never came at all. My water glass was never refilled once the entire time.
I stopped at the counter to pay told the new manager ana and she was as clueless as the bathroom attendant at a truck rest stop.
What a disappointing experience once again at this and only this steak and shake location

I only order 3 items from you guys and you just killed 1 of them. Here in Batesville Indiana we don't have a huge variety of take out food and breakfast take out is even more limited. I'm talking about the country skillet which was the only skillet option left and now it's gone. Even if you don't really sell that many, it's impossible for the staff to make one or even leave it on the menu for the rare few that do apparently enjoy the skillets? If you're not fast food, then a requested item (even if not on menu) should be possible to make. I really hate to be that petty but this skillet decision really turned me off from your restaurant.

Me and my family have been going to the S&S in Leesburg Florida today June 1st around 845-9pm. I ordered the same thing I always order, a Portabello and swiss burger, WITHOUT onion. I stress this several times as I get sick at the tast of it and every time without fail I recieve the mushroom n swiss with onion in there when the person who took my order specifically told them no onion. I asked that they take it and fix it. The burger came back to my table quick enough my 7 year old made the comment "wow that was fast" and when looking at it what we thoguht at the time was the cook had just scraped off the onion and sent it back out. So we asked for the Manager. We had our server come back out and wanted to relay the information back to the manager vs coming out to talk to us. We then explained that we wanted a NEW burget without the onion as even taking it off the last sandwich one could still smell and presumedly taste the onion. It then took about 15 minutes for them to make my 1 burger correctly and was long enough my 2 kids wife and the rest of my family was done and wanting to leave. So I ate it quikly as my wife went up to pay the bill and talk to the manager (Jackie) sp?. So everything was explained to her as we saw it where we were then corrected that SHE was the one who took the onion off and gave it back to us. My wife then explained the idea of digging though the burger to get the onion out is not appatizing regarless of the manager explaining her hands were clean. After further protest and words we were blown off and they refunded the cost of the burger which seemed to be done more so she could go about doing what she wanted vs helping a customer. Ive not witten any other company in my life but this felt like a complete violation on the idea behind ordering food and having a customer satisfaction driven goal. Again this is just the last time in a line of several instances where I received incorrect orders and have to either walk back inside and correct them or worse drive back the 20 min when we find out at home. I feel the lack of care by the manager was absolutely unacceptable and I would like a follow up on anything that comes from this letter. Thank you for your time

Ted Kendall