Steak 'n Shake
Reviews and Complaints

Please bring back the cottage cheese! It is why I come here. It is cheap, easy to stock, and lasts a good while. It is the perfect side. It is a healthy option instaed of a salad. It was a unique feature to Steak 'n Shake that other restaurants do not offer. While I enjoy the 4.00 meal, you always made a profit off of me because I could not pass up the cottage cheese with pineapple. Cole slaw sucks! Bring back the cottage cheese.

We are really distraught about removing of the cottage cheese from the menu!
That has been a main staple item for years & everyone knows about & loves the cottage cheese with the pineapple slice!

I can't understand why the cottage cheese would be removed- it seemed like that was a popular menu item. Is there a reason for this?

Please consider bringing it back- with so few heathly options out there, this was one we could count on.

Also, it seems you've removed certain shake flavors, specifically double fudge brownie. W are very disappointed in these changes & it could impact our frequency of visits in the future.

I order a spicy chicken sandwich and an Oreo cookies and cream milkshake paid $7.66 order online. Receive the correct sandwich but with fries, I didn't want fries, I wanted a milkshake I didn't get a milkshake. I contacted Steak 'n Shake #518, 950 Market Place Boulevard Irving, TX spoke Chelsea stated which I know she lied about her name according to her voice which was ghetto. Inform her of my order she stated she didn't know that a milkshake had came with the order. I told her how I order from online. She stated she would have a manager to call me, I never received a call back from this store. I wasn't reimburse for a shake I didn't get.

Jermaine Jennings working at Grandville Steak ‘n Shake posts a rude/ bashful thing on Facebook about making an employee walk out by calling her “a little brat” I feel something needs to be done with this manager or he should be fired. Being a manager you should never post anything unprofessional on social media plus being at work doing so. He was also very rude to her.

Good evening.

Me and my husband went to eat dinner at steak and shake tonight. After i ordered a Burger with extra tomato and letters and without unions i got 10 minutes later a burger without tomato and letters but with unions after i complaint she said i ordered that and brought me another burger but this time it was a totaly diffrent one so me and my husband had to leave because that is just a unaccepable service.

[protected]@hotmail.com

My mother and I visited the Zanesville, Ohio Steak and Shake at approximately 8:45 p.m. Seated quickly, and the waitress took our order in good time. They weren't very busy. another girl brought our chili - no problem. Our order came, and she left. After I took a few bites I realized I had a double cheeseburger and not my bacon cheeseburg single. Both our fries were cold. Another customer had returned fries that were cold. Another waitress brought our shakes and left. I didn't get a chance to say anything. I usually don't say much or complain, but the attitude they all had wasn't appropriate. There were at least 6 servers all sitting around talking and laughing, Even the cook. I heard the cook say the order said double cheeseburger, kind of joking. Might not have been my order, but don't talk about customers where they can hear you. The waitress finally returned and I told her about the cold fries and the sandwich, and she said she would check into it. Did bring my mothers to go container back right away, then nothing. We waited for close to 10 minutes, had not gotten a bill or anything. Meanwhile they are all still sitting up at the counter. We finally just got up and went to the checkout. I told her we never got a bill, and she never really attempted to get our waitress. And I honest to God couldn't tell you her name. Gave her my coupons and told her that was what we had. I asked for a receipt so I could see, and she said she couldn't since she had already cashed out. I would have liked to have seen the original ticket. I could have argued and requested to see the manager, but I was too upset. I didn't want to say something I shouldn't. As I said before, I am usually not this way. Needless to say, I don't think I will be returning. It wsn't the food. It has always been good. Aside from the cold fries and wrong sandwich.

Tonight 10/17/17 @4:30pm I thought I would go try the primer burger for the fifth time (Lake mary blvd and near the sanford mall). I thought the first two times must have been a great sandwich because they had none, third and fourth time still none available, I thought well maybe due to storm irma. Now the fifth time, very frustrated was advised that they had none and I asked have you all ever gotten any in? Last started no. So why run numerous commericals, post signs around buildings when product is no every available. This trip has me very irritated since that was the only reason I went out. When and where can I find a prime steak burger?

October 16, 2017, about 11:50 AM
Steak & Shake at 1709 S. Neil, Champaign, IL
I am taking the time to write this complaint after being very upset with the way I was treated by a manager at this location. Name J. R. Ruggeri.
I was going through the drive-through. At the window I handed the clerk a ten dollar bill. He gave me back the wrong change. When I told him I have him a ten dollar bill, he said no I have him a five dollar bill. I was alone so I had no witnesses, however, I knew I only had a twenty dollar bill and a ten dollar bill in my car. He said he didn't believe me and he would have to count his drawer. I pulled up and went in to talk to the manager when I then found out that the manager was the person disputing my word about the money.
He then came and told me that he counted his drawer and it was even. He proceeded to call me a liar and that he did not believe me when I told him I knew the money I had in the car a twenty and ten dollar bill. He called me a liar again in front of many other customers and repeated he did not believe me.
When I asked for a number to report this incident he told me to google it and get out of his store.
When one's honesty is questioned and then called a liar in front of other people I feel that this is unacceptable behavior from a manager of any store, therefore, I feel a need to report this. I am a University of Illinois alumni, retired teacher and a Champaign resident. I am upset that such a manager works in my hometown. Obviously he does not have the people skills to fill the job of a good manager.

I visited Steak and Shake on North Point (in Alpharetta GA) at 1:24 a.m. Instead of asking what they could make fresh for me today, Sterling advised me he would take my order 'as soon as he could'. At 1:36 a.m. I asked was he ready to take my order. He said they were really backed up and continued to give excuses, then put me on hold again. At 1:43 (after sitting in drive thru for 20 minutes) he FINALLY took my order. He repeated it back to me incorrectly 3 times. I again gave the correct order and pulled to the window to pay. I literally sat at the window for 5-6 more minutes. When he came to the window he did not apologize for the wait. He gave more excuses about how they were short a cook, the car behind me only wanted fries so he could serve them, but it would be an additional 10-15 minutes wait for my food while he was taught how to make it . I understand he was having a rough shift, but he was rude, unprofessional, and snippy. An hour wait for fast food is totally unacceptable. The service at night with the all men crew is typically longer (about 15 to 20 minutes total) but I was thoroughly disappointed and angered about today's experience. I expect to hear back from management with an apology and resolution before I consider patronizing this restaurant any further.

We walked into the restaurant and stood and waited for a hostess to seat us. Four different employees saw us and ignored us. One was mopping in the area and one was standing at the counter. A manager came out from the kitchen, no one tryed to help us. All of them made eye contact or looked in our direction. There was no indication that anyone would be even moving in the direction of seating us. After trying to get the attention of the manager we decided to leave.

After 83 years in central illinois, you youngsters are doing a fine - no great - job of running it to the ground? No parfet any more - now it is shakes with cereal. No french toast sticks - supplier problems? Today - no bacon - now your rationing bacon - what hell you serving for breakfast next tofu? Went for bacon cheeseburger today - sorry we are still out of bacon we are rationed only 4 boxes now - no more cottage chese - no white bread - with 34, 000 people here in pekin, il we eat pork. Yeah I know there are other restranuat here - guess that is your new goal - let them eat else where! Why don't you do it like the good old boys did - a store manager knows what his/her customers want not some [censor] sittin in his cubical in new york or penn.
C bennett

10-16-17 I don't blame the personnel at the location, but find it hard to believe that portions of the menu was out of product.
The local unit does not get to order their consumables. That is done at the corporate level, and corporate decides how much product and when the product arrives at locations.
The product that was missing was bacon, therefore a number of items on the menu were not completely available.
Micromanagement is not the answer to getting and keeping customers.
I had my meal but not the meal I wanted, I desire to be able to order what I want when I want it.

We stopped at our local Steak and Shake in Grove City, Ohio today and were very unhappy with the service. We arrived a little after 2 PM and waited 15 minutes or more to have our order taken. While waiting, I took a wet wipe out of my purse and cleaned the table as it still had crumbs, etc still on it. Also the surround and glass around our booth was filthy with food and fingerprints. We got our drinks in a few minutes but did not receive our food until 2:50 PM. Other people that were seated after us ate and left before we got our food? The server came back once to leave the bill and I asked for a refill on my soda. After a while I flagged her and reminded her again of my need for a refill. We go to this restaurant about once a month, but seriously may not go back. When the cashier, who I think was a manager asked how things were, we told him the wait was very long and that others came and went while we waited. his reply was “wonder why that happened”. Seriously? We were polite, regardless. The # was 720187

We stopped at the Tifton, GA, Steak and Shake next to the Pilot Service Station, Service was realy slow, took about 20mins to get our milkshakes then another 10 minutes for the food .Then I saw the state of the kitchen .And was nearly sick ...Nobody took any notice of the dirt and trash on the floor..Plus under the fryers was more trash and old food .Which in its self is a fire hazard .All the people working in the kitchen just kept walking over the trash and then just added more to it ...I'm sure the health Dept and fire chief would love to see my pictures of the kitchen .Will never eat at Steak and Shake again and will recommend the same to my family and friends..Please look at attached picture..

On 10/13/2017 @ 8:11pm at the Abbe Rd store in Sheffield Ohio. I pulled into the drive-thru and waited over 20 minutes in line to order. I ordered 3 double cheese burgers and fries or onion rings, also chicken tenders and fry meal. Also 3 small shakes. For this order I was charged $28.00. I believe the way it was rung up I was overcharged. My main complain is that once up to the window I had to wait another 8 minutes for my food. Once given my meals I then had to wait over 12 minutes for the milk shakes! MY burgers got cold, the fries and onion rings were so soggy we could not eat them. This is the worse meal and service I have ever had at any restaurant and will never go back! When I asked why it took so long for the shakes, the cashier rolled her eyes and closed the window ignoring me. I will post my experience to notify friends and family hoping they will not have to waste their money as I did. Just as a side mention, not one person was wearing any kind of hair net around the food.

Ordered my usual Frisco w/Fries and a Shake. Alos asked for add on side salad for $1.25 as per menu. Server came back and told me it was $1.95! I showed him menu price. He left and another person came over to tell me I was wrong and they wanted $1.95. I took picture of menu if anyone wants to see it. I then canceled salad and they would not take off bill (for $1.95 of course).

This is bait and switch! I ordered at same time as Frisco and Shake.

Milkshake came out 10-15 minutes after my Frisco.

Manager still tried to claim it was $1.95 and that Milkshakes are separate order than sandwich. One bill, multiple orders! Come on.

Train your franchise holders and obey the law. Tell them common sense works most every time.

Really crappy performance. I will be sure to tell my friends.

I visited your location in Morrow, Georgia on Sunday October the 9th 2017 at about 1 pm. I understand this is a buzz time but I did not appreciate having to ask for a manager after waiting for a table to be cleaned for over 15 minutes at the same time a second table became available and the only thing that was picked up was the tip from the table. When the manager asked for the tables to be cleaned the waitresses had an attitude about it and then continued with the same service while placing my order. I was not alone there was 3 adults and 3 children. Thank you for your time.

"To whom it may concern,

My name is Myles Forgey. I’m writing to you from the Cedar Ridge High School Environmental Club for help in an incentive program for recycling at my school.

The Environmental Club wants to promote recycling at Cedar Ridge by raffling prizes at the end of each grading period for teachers who recycle and students who attend park clean ups. Would Steak n' Shake be interested in providing $15 or $20 dollar gift cards as prizes to aid our cause?

Hopefully we will be able to work together and find a way to benefit both your business and strengthen recycling at Cedar Ridge! We appreciate any help you can provide.

Thank you for your time,
Myles Forgey

My husband bought several gift cards from Steak and Shake a couple years ago and we've slowly been using them, however, I was shocked to learn that our $40.00+ in gift cards was worthless on my last trip to your restaurant. Apparently they decrease in value after 24 months by $1.50 per month?

I'm so dissappointed and have never run into this with any other gift cards! I'm not sure why there's a fee involved and I certainly wouldn't buy them again knowing this. We do use are gift cards but obviously not often.

Is there any way i can get credit for our lost $$. We very much like your restaurant but this has really turned me off, especially since I think of Steak and Shake as a good value for my money!

Oct 3, 2017 I ordered 2 Shakes at 7pm sharp. no icecream shakes went out to the drive-thru or inside the restaurant. It took 19 1/2 minutes to make 2 shakes to go...was very unset, because I was taking them to Washington, In fm Vincennes in a cooler and was late for an appointment...watched the icecream man cleaning the counter, shake cups, loading cups into the cup dispenser (plenty in the cup holder for awhile) and doing everything except make 2 shakes...wont go back for awhile...McD's is right down the road...shakes are not as good, but cost a lot less also...