Steak 'n Shake Rewards Club App Negative ReviewsSteak 'n Shake

Steak 'n Shake Rewards Club Negative Reviews

4.7
4.70224 star

Total 37 Negative Reviews

Steak 'n Shake Rewards Club App Complaints & User Negative Comments 2024

Steak 'n Shake Rewards Club app received 37 complaints, negative comments and reviews by users. Have you ever had a bad experience using Steak 'n Shake Rewards Club? Can you share your negative thoughts about steak 'n shake rewards club?

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Steak 'n Shake Rewards Club for Negative User Reviews

Impossibly Broken App!The old app just worked. Gift cards, saved payments, earning points, everything with a single beep of the reader. It was beautiful. This was my first experience with the new app. You can’t use gift cards. We ordered at the kiosk and couldn’t scan the app. So I ordered in the app and couldn’t pay with gift cards because it said they were for dine-in only (we were trying to dine in). It took FORTY MINUTES for the manager to key the order manually and type both gift cards in by hand… and then I didn’t get points. I have a balance on the gift card and will NOT be back to use it. The people are great, and saints for putting up with such a broken system, but it is not a functional dining experience because the app and ordering system are so hopelessly beyond dysfunctional. Get rid of the app and go back to handwritten orders if you can’t make it work!.Version: 4.0.1

Just Ain’t What She Use to Be!!I am so greatly disappointed in the new app! First of all, I cannot even place an in app order because the ordering feature cannot find any Steak’ N Shake store’s in Kansas City! Really? I can make my nearest store in Liberty my “favorite” store, but it cannot locate one in the “order” function. Also, I like that it use to be able to use my credit/debit card directly for every purchase. All I ever had to do was just scan and go. Awesome! But not now. Nope, now I have to load a virtual gift card! I do NOT like that! I so very much miss being able to go in my app (while I’m at home in bed), order my husband’s (who does work the night shift) favorite meal and just be able to tell him to stop in the drive thru and say there’s an order, and it’s paid for and waiting on him!! I’ve deleted this twice and re-installed it, but still no luck!.Version: 3.3

Many missing options.As I was sitting in the restaurant waiting to get served after waiting 15 minutes to get seated I decided to see if maybe I could order online quicker than getting a waitress. I had the order all ready to go when she finally arrived to take our order. The reason I hadn’t submitted it was I could not find any way to upgrade my fries with my order to a large order. I decided to just add a side of French fries however I couldn’t find that option anywhere on the menu. Same thing with onion rings. The other thing is that there is no flow to the ordering. You can’t tell what the main menu page is so if you click the double arrow one too many times it takes you back the select location page. Make a drop down menu that has all of the categories and easy to know how to go back and forth. And fix your restaurants and get them to start managing the floor and customers better..Version: 2.5.3

Can’t tip on app, and never received foodPlaced an order for delivery on your app, it never arrived. Hours pass. Is it because there was no place to tip the driver., so they just gave up? There’s nowhere on the app to deal with this, so reached out to Doordash, your partner. While Iwas waiting for them to sort, they advised I would be safe to place the order again. Placed a second order, restaurant calls me and says the first driver declined to deliver our food. Confused, i asked why I couldn’t tip on the app, and they didn’t know, I asked to just cancel the new order, and they said “ok no problem, we won’t fire it.”. Still got charged. Food never arrived from either order, and the second one was charged to me too. Charged twice, got zero food. Out over $60, just looking for the refund please. Please reach out. I’ve sent emails using your app, but no one has gotten back to me..Version: 4.4.0

New app is a major step backwardsThe added online ordering lacks toppings that can be ordered at the restaurant, making it a less than useful addition. What used to take a single scan now takes multiple scans at the register. My attempts to use the new app have more often than not, ended in failure. Whether this is due to changes in procedure that the store employees don’t know or is an issue with the app itself doesn’t matter. The food is great, but this app is a terrible experience. Another attempt to use this app. Deducted from my gift card nicely. Too bad it didn’t go through at the store. Points expire now too but not stated anywhere I’ve found. Avoid using this application for gift cards. Chances are good that it won’t work..Version: 3.2

Forces you to add a “side”Are you serious with this app? Bad enough that you have one of the truly dumbest features I have ever seen in a restaurant app (i.e., forcing us to purchase a GIFT CARD instead of letting people load a credit card and purchase straightaway), but you’ve also made it impossible for people to skip adding a side?? Lol, it would be funny if it wasn’t such an amateurish attempt to bilk another few cents out of your paying customers during this ridiculously tough time. Hey, I still really like Steak n Shake’s food. And I will continue to go there sometimes, but not nearly as often as I would if you simply had a functional, respectful app. There are just way too many other burger choices out there for us to put up with blatant disregard for customer wishes..Version: 3.4

It’s a Scam!Always says there’s a problem scanning the codes on receipts. This is the 5th one that hasn’t worked and they all say they don’t know anything about the app. Customers Can only have a shake every 14 days but that’s not true. It’s been a month since I got a shake on the survey and says a family member already got a shake. I have no family members that use my account. If they allowed me another survey it would be thumbs down because of these problems. And Some of the register people won’t even give you a valid receipt. They lie and say if you get a shake on the survey your not allowed a receipt which is a lie because I got a second survey after buying a Shake survey before. And I got a discount from points once long ago and got a divert receipt but then was told if you get a discount you don’t get a receipt. I’m tired of the app and the lies. I want to ask around to find out if it’s happening to others also..Version: 4.4.0

Works but would be better if people can get the order rightWell. The app works like it should. However the location in Edwardsville Illinois is much to be desired. I placed a simple order for two shooter meals. First the app said pick up time was for 11:05 am. When I arrived at 11:10 I was told it would be another 10 to 15 min. At that time they started cooking our order. When I got home with my order. The entire order was wrong. Cheese on burgers that were ordered with. I cheese. Missing fries, no sauce on the shooters. These people want $15 an hour pay but they can't get a simple order correct that was even printed out in detail for them. Shame on them. Maybe they should be cleaning bathrooms instead of preparing meals. But they may be to difficult for them also..Version: 2.5.0

Stay away from outdated app to save you a headacheI recently submitted an order to my local Steak ‘n Shake. I had a scheduled pickup and when I got there I was informed that they are closed due to a broken AC. I’m not mad at the location. What I’m mad at is the fact that the app doesn’t allow you to cancel or refund your orders. I was told by the lady there that I needed to contact corporate. Are you serious?! Every other fast food app I’ve used allows you to cancel your order before it’s picked up. I received a number to their corporate office only to get a we are closed message. So now I have to fill out a guest form and hope somebody replies back. In the meantime I’m out $20 and no food. Screw this archaic app..Version: 4.2.1

Unorganized!!!!I placed my order almost an hour ahead of time. I pulled thru the drive through window as the app stated. The cashier couldn’t hear me when I told her I have a mobile/internet order. Once she gathered what I said she asked me to pull around. So I pull to the window “mind you she didn’t ask my name or a phone number or anything in regards to my order that I requested to be ready at 5pm. I am on my lunch hour. So now I have been asked to pull up and my order will be out shortly. Well here it is 5:20 and a nice young man finally brings m order. Still no questions in regards to if this order belongs to me. I’m not impressed and I’m sure I won’t be back. Now I remember why I don’t go to Steak n Shake.. Level Up!.Version: 2.5.3

Not crazy about new appI understand why for security they don’t want people’s credit card info loaded (as in the old app), but this one is a pain. You have to go to two screens to check out (one to get your purchase points credited to you and then another screen to access your gift card to pay). Or go straight to payment, and have to scan the barcode on your receipt for your points. Oh but it won’t scan! Then type it in. Just seems awkward. And my gift card balance is NEVER accurate on the app (my last two purchases haven’t been debited yet) so I have no idea how much I really have)..Version: 3.2

App is great... WHEN it works!!!!I decided to download the app and bought a gift card. It seemed to work well. But when I still had about $15 dollars available, I bought another gift card. Once I uploaded the gift card, the app has decided to crash every time I have tried to open it. I asked multiple employees for help, even a manager (at least I could assume) and not one of them had an idea how to help me. When I asked how to access my money, I was only told that if I cannot figure out how to fix the app (as if I were the one that made it stop working), then I am out the money. So I guess Steak N Shake just took a large sum of my money and may or may not be able to use it..Version: 2.5.3

IncompleteWhy.... seriously why would you make an option to order food online if you can’t order the full menu? the settings of this app do not allow you to properly upgrade your sides. I worked at steak ‘n shake for a very long time so I know how the ordering system that employees use work. this is noooottthing like it. I tried to switch my “small fries” to “large cheese fries” but there is only an option to make them “small cheese fries”. same goes for every other side on the menu. just absolutely stupid that you wouldn’t make the same options available to order food online as you would get ordering in person. pretty sure this is designed to make naive people pay more money if they order for themselves on the app. if I wanted to actually get my large cheese fries with my sandwich, I would have to order them separately instead of as a meal, which would cost me a lot more..Version: 2.5.3

Never againI downloaded the SnS app and put $50 on my account. After using the app only twice I still have over $34 in my account. The last time I went to SnS they would not accept my card. I had to pay cash for my meal. They claim there were charge backs on my account. Upon contacting them they said said they would check into it. The next response I received from them stated it went into arbitration of my dispute and I lost. Again first of all I know nothing about any arbitration so what are they talking about? To have any sort of arbitration shouldn’t I have been notified and had some sort of representation? No wonder the majority of SnS have closed up across the country. As much as I love SNS I will never set foot in another SnS to eat another meal..Version: 2.5.3

Get it Right !!!Finished eating at my local SnS and pulled phone out to use app to pay and discovered the App had updated. I went thru the ridiculous set up (seeing I already had app before) and was po’ed that it forced you to opt in for notifications. There was no other way to get off screen to continue. Figured I would change in settings later. Beware that it makes you tie a gift card to your account. I set one up for $1 to see if it worked and it fails to scan at register. Employee even manually entered gift card number and it failed. BRING BACK THE PAY BY CREDIT CARD FEATURE AND TIP INPUT!!! This app update was a failure. Fix it and get it right. Apparently this was not in sight because it was not right..Version: 3.2

Payment system will take your moneyArrived to a location in Ohio to find they were only accepting orders via phone and app. Would not answer the phone so we tried this. When submitting the final order, we were greeted with an error and order didn’t go through. Tried another card- another error message and order still did not go through. No confirmation that they had received our order, so we left. Next day, charge was posted on BOTH credit cards. Awful app. Cannot be trusted if this is happening at all and should be pulled from the App Store until they figure out what they’re doing. Fraud.Version: 4.0

This app has issuesI have used the app once. My first issue was that despite having loaded my gift cards to my account, I could not choose them for payment on my app order. The only option was to pay by credit card. Since happy hour was about to end within 10 minutes and the drive through line was several cars long, I gave up on the gift cards and entered my credit card and hit pay $26. The next screen thanked me for my order and showed an order total of $38, an increase of $12 over the price shown on the payment screen. I placed the order and paid at 4:52, still well within the happy hour timeframe, but it took away all 6 of my happy hour shakes and increased the cost to full price after I hit pay. It was quite an ordeal to get it straightened out at the window..Version: 3.3

Love the restaurant, hate the app.Steak n Shakes have drive-thrus, yet this app does not give you the option of choosing the drive-thru as the means to pick it up. They don’t have enough staff to run curbside and I don’t wanna have to go inside to pick it up when I can easily drive thru. Why haven’t you fixed this? This makes no sense whatsoever. Restaurants that are far inferior to you, as far as quality of food, have way better apps. Also, you can’t cancel an order. I don’t know of any other app that does not give you the option to cancel the order. Here I am sitting in the parking lot because the staff doesn’t know that I placed the order, even though it has took my money. I would rather just cancel the order and go somewhere else at this point, but because you already took my money, and you’re not cheap, I’m sitting here waiting. This app is really horrible..Version: 4.3.0

Loses orders and pointsThis app has potential. But way too many flaws. I tried to place an order online. The locations are listed randomly, and you can’t search and the location list jumps frequently and randomly when you try to scroll. I placed an entire large order, but an error message kept saying it couldn’t charge my card. Then, for some reason the app refreshed itself, I lost the order from multiple people before I could write it down. When I went to look at my money balance and figure out the card issue, my account was less the $5 in reward money I had already earned. Apparently it was applied to the order that cancelled and not put back into my account. The basic functionality of the account is fine, the ordering ahead is total crap..Version: 2.5.3

May be ok for earning rewards, don’t use to orderI downloaded this app so that I could place my order ahead of time and then drive to the restaurant to pick it up. This way I hope to cut out the 10 or so minutes of waiting time. Complete failure. The app indicated over and over again that my order did not go through, however, when I open up my credit card statement, I see that it went through four times. I spoke with the manager at the restaurant, and they assured me that they had no orders in this wouldn’t be a problem. I’m not mad at my local restaurant because I expect that they did everything within their control. I won’t be using this app to place orders again..Version: 4.4.0

Doesn’t work for anythingI opened up the application made an account tried to set up for a store near me which is here in Louisiana and I’m literally right in front of the store and it will not input the address or recognize that there is one in Louisiana in its entirety I even tried searching up a steak ‘n Shake in Texas and it still doesn’t work, it’s says No Location Results I deleted the app I reinstalled it & I made a new account and it won’t let me purchase anything I even tried entering my receipt from the other day which isn’t a week old. what’s the point of this app I can’t purchase or enter rewards? Complete trash…. and I love steak and shake I always get a mint shake and a garlic burger but what’s the point of an app the will not help with anything?.Version: 4.2.0

Newest version will not openI used the ‘old’ version for years and literally put thousands of dollars thru the app using the auto-funding option. That option is no longer available. I did get the new app to load once and, after several attempt and assistance from support, got funds added to the app in a gift card and used it once. After that the new version will no longer load for use. And, on top to f that, I have funds locked up in the app I can no longer access!!! I have downloaded and reinstalled the app multiple time and it will not open. Completely disappointed in the new app and actually no longer go to Steak n’ Shake due to my frustration!.Version: 3.2

I can not get this app to workI tried and tried, but I could not get this app to work on my phone. I was trying to redeem my “free” birthday milkshake. It said “your selected order is not valid for this order”. Then I see in the FINE PRINT it says my birthday reward is only valid after 4:00 PM !! What a stupid birthday reward restriction. Anyway, I tried this app again to order my “free” birthday milkshake, after 4:00 PM, and I still get the same stupid message saying “your selected order is not valid for this order”. What a waste of time. Next, I tried to order the milkshake without the reward, just paying for it. Now the app freezes and just has three dots going back-and-forth continuously. I tried one more time - I deleted the app, I reloaded it, I logged back in, but I still can’t get an order to go through. I wonder what’s going on with Steak ‘n Shake?.Version: 4.6.0

Gift card payment won’t submit.I Have tried to order multiple times on the app and went to check out with a gift card and when I go to submit the order it says sorry something went wrong. I also tried to order milkshakes for delivery with my gift card online and when I clicked to submit the order it says “ Something Is Wrong We're sorry. The gift card number you entered is either invalid or restricted to dine-in purchases only.” My gift cards are not invalid as the guy at the window the other day swiped them and had no issues swiping it to pay. I have never heard of a gift card that’s not able to be used for a mobile order before. Not sure why I can’t seem to place any mobile or online orders and pay with either of my gift cards but it’s very stressful when I am at the restaurant and unable to place the order to do curbside and have to wait in the drive through. The old app used to work way better..Version: 4.1.0

Awful app update.This app we pretty good when they first started the reward program. You could setup Apple Pay for payment and they would scan a barcode to take your payment and your rewards were automatically processed. Then they updated it to not work with Apple Pay. Now you have this disaster. If you want to pay for your meal you have to load a gift card for them to scan. When taking your payment it does not process your rewards. You have to have another barcode scanned or enter your receipt manually. Everything that was one translation, including adding a tip, is not several separate translations. After redeeming my last rewards I will probably not use the app anymore..Version: 3.2

Terrible appThe latest update is awful. It signed me out, lost all of my favorite orders, my favorite store, and my payment info. After reentering everything, it gave me an error message that said my order couldn’t be placed. It turns out that I was charged for the order anyways. When I called the store, they told me there was nothing they could do and I had to go online to file a complaint if I wanted my money back. A few days later, I tried to give the app another shot and ordered again, only for it to happen AGAIN. I have since gotten a refund for both purchases, but it took 10 days for my money to be returned. It’s safe to say that I won’t be ordering here until a new update is released.Version: 4.0

Can’t upload gift cardsThe app is no longer allowing gift cards to be uploaded, so if you want to order ahead or use the app even in store, one cannot use gift cards. I’ve never had a restaurant with online ordering that does not allow gift cards. Steak and shake restaurants have the worst customer service in the industry. The redeeming quality is the food is decent, and the app and rewards and gift cards always worked seemlessly together. I still don’t eat there as often as we used to because I don’t have the patience to sit in a 30 minute line (the average wait time at our local Steak N Shake with just one car ahead in the drive through), but if this gift card issue isn’t resolved, I won’t eat there at all..Version: 2.5.3

Huge Disappointment!!!I requested Mushroom and Swiss only on my Hamburger and it came with mayonnaise which I do not eat and did not realize until I took the first bite. Took forever to get my Server to bring this to her attention so by now I had no appetite or any desire to have them remake the burger. She offered to speak with the manager and to no avail that seemed unsuccessful so I went to the counter with my plate with uneaten burger and Monica, the Manager wanted to argue with me at first but I told her that many times I ordered it like that in the drive thru and never had it been wrong!! Some other girl who told me she was not a manager kept getting involved in the conversation and at the end had some snarky comments to make after Monica agreed to remove the burger off my bill. I ask Who Is She? Monica said She’s a Manager and I replied... She told me she Was Not!! They were both rude, unprofessional and upset the Server. I paid for my onion rings and milk shake and tipped my Server but once my money is off my App I will never be back to this location again!!.Version: 2.5.3

Management ProblemsOn one of my visits on December I was given a spoiled salad, the smell was so bad that the people sitting on the next table told me not to eat that, told the waitress and she care less; paid the whole bill including the bad salad and left. After a while returned last night and there were no utensils available; ate the fries with the finger, no soup cups; gave us the soup in a paper cup, no placemats; gave us after asking breakfast placemats; the bathrooms were dirty and smelly and the floor were so greasy that you need to hold to the tables on some areas to walk. We went at 10:30 PM after the movie. Food was good..Version: 2.5.3

Pretty much about done with Steak n ShakeUse to love this company, stopped many times especially when traveling out of town going through Weaverville and Myrtle Beach, but the Weaverville store and the new store they built near our home at Pinnacle in Bristol has shown this company gone down hill in big way, and when I’ve called to voice concern there was none shown nothing done or any compensation offered for the mistakes. This App we weren’t shown or helped to use, I know I had a credit of over $2 on it that disappeared with no explanation as to why, then twice I’ve been to store and paid for product and gotten no credit through the app when I asked the second time before I paid the girl said oh well you needed to tell me before etc etc ...bs she could have easily redone order.....Version: 2.5.0

DisappointedMy family loves steak and Shake. We go to the one in our town Muncie Indiana. Every time I go there esp in the drive thru 20 min waits, I ordered a bowl of chili they brought me half a bowl with basically only broth told me that is all they had no offer of another side or my money or nothing. I got my kid a 4for$4 combo one time, no cookie they are out can’t do anything for me after a 25 minute wait. Another time, $40 order got someone else’s $12 order had to come back all the way across town and they give me the original order that had been sitting there since I left with the wrong order ice cold no offer to fix. But this time is the final straw I order some food on app it takes my order and my money I get to restaurant they tell me they are closed busted water mane they can’t give my food, nor my money and told me to call corporate. When I asked for the number they can’t get it for me and told me it is on the app. I have been searching for this number on the app for 20 minutes. It is not on the app!!!.Version: 2.5.3

Suggestions for a search engine for locationSuggestion for searching for locations use a search engine with key words. Recent location finder of restaurants is nerve reckoning. Another suggestion is not to put restaurants by address number. No one is not going to know by the address number. Not organized this way. Try putting alpha order by state then city. This will help with frustration for your customers when wanting to order ahead of time. From an organized, let’s make things easier for your customers person..Version: 2.5.3

GarbageThis app is worthless, you give me a bday free burger but I cant order it from your app. I know you guys make it a point to make sure we cant redeem free stuff because god forbid you were to give out a free burger every year. Garbage of an app, I cant redeem because I need $7 minimum for delivery but wait I keep pressing curbside and it still saying the same thing. Im like well let me redeem at the store and click on the offer wait another message saying I cant redeem because its been clicked too many times so I have to wait 3hrs? What is this I never got the free freaking burger, dont send anything if you are not willing for people to redeem stuff. Thus the reason I have stopped going to your stores..Version: 4.1.1

This app is complete garbageI tried to place an order for pickup and redeem reward. I get “$7 minimum for delivery” EVEN THO IT’S NOT DELIVERY. I tried for 5 minutes, no luck. Fine, terrible app, but I’ll go through the drive through to redeem my reward instead. I get there, click “redeem” on the reward and it TELLS ME I CANT USE A REWARD FOR 3 HOURS EVEN THOUGH I NEVER USED MY REWARD. I was so mad I just drove off. Absolute garbage app where literally nothing works, they somehow managed to get WORSE with update. Wasted over an hour of my time and gas. Never coming back, deleting the app. Absolutely infuriating at how lazy the developers were, and I would know, I’m in the business and also use all the other food apps. One of the absolute worst, can’t believe they paid the developers to deliver this trash..Version: 4.1.1

Tired of seeing temporarily disabled for adding gift cardsI used to use this app all the time but now I don’t get rewards on it anymore so I don’t use it. It says it has temporarily disabled the ability to add gift cards on it anymore and that was the way I received all my point for rewards. I know you can still get rewards if you add a credit card but I refuse to add my credit card to an app. I haven’t deleted the app just because I’m hoping that it’ll let me add gift cards back to it someday. When that day comes I will gladly give the app 5 stars again but until that day gets here I have to give it 1 star cause all the app is doing right now is taking up space..Version: 3.1.1

Cannot link to credit card :(Go the new Steak ‘n Shake app. The interface is a cool upgrade, but on the downside, you are unable to link a credit card to the app. Rather, you have to “load up” funds ahead of time by purchasing a gift card or electronic gift card. More of a hassle to predict how much you are going to spend on a meal than simply paying with a credit card at the time of purchase. Please bring this “link to credit card” feature back to this new version of the app! I used the old app religiously for over 2 years and it worked great and was *super* easy. While I like the new look of things, the reduced functionality has led me to not even use it. Wish they wouldn’t have changed something that wasn’t broke..Version: 3.2

VERY Poor App DesignThat’s probably not what I mean, as the menu is laid out crisp & clean. However, there’s a problem with the payment. Checking put as a guest was ok last week, but for some ungodly reason I decided to give away personal information to be stored, and possibly “hacked” later. But, you can’t get points as a guest, and since I’m poor, I need all the help I can get. Anyway, the “save” button is completely cut off when adding a payment card. Therefore no way to pay. People ordering fast food need it fast, hence the name. I’ve wasted 45 minutes on 3 devices trying to make payment work. You’re losing customers because of app dev dude. It’s too easy to order chick fil a or Wendy’s and be done with it. Very few customers will sit around and fight with the app..Version: 4.3.0


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