Shake Shack – The Premium Burger Problem

When customers can’t stop complaining about a restaurant being “overpriced,” “expensive,” and a complete “rip-off,” you know something’s gone seriously wrong with the pricing strategy. Shake Shack received more complaints about overpriced food than any other restaurant chain according to a recent analysis of nearly 60,000 Google reviews across more than 10,000 restaurants. The burger chain has earned the dubious honor of being named America’s most expensive fast-food restaurant.
The chain rolled out a 3% price increase in mid-March to address food and wage inflationary pressures, then raised prices again in October by 1.5%. What makes this even more frustrating for customers is that while Shake Shack focuses on sourcing premium ingredients and meat from farms with ethical practices, and their beef has no antibiotics or added hormones, many diners feel the quality doesn’t justify the sky-high prices.
Five Guys – The “Out of Control” Pricing

Five Guys follows Shake Shack as the second most overpriced fast-food chain, with prices that customers have described as “out of control”. The chain’s pricing structure has become so notorious that it’s sparked countless social media complaints and frustrated reviews from long-time customers who remember when a burger and fries didn’t cost as much as a sit-down restaurant meal.
At Five Guys, burgers with two beef patties cost between roughly $9 and $13, depending on location – and that’s before you add the famous Five Guys fries. The reality is that what used to be considered a quick, affordable burger option has transformed into something that feels more like fine dining without the atmosphere. Many customers now find themselves paying upwards of twenty dollars for a meal that leaves them questioning whether they should have just gone to a proper restaurant instead.
The Cheesecake Factory – Menu Variety Can’t Save the Value

The Cheesecake Factory presents an interesting case study in overpricing because it actually ranks number one for menu variety among casual dining chains. However, The Cheesecake Factory comes in at number 9 out of 10 for customer experience and value despite having the top-rated menu. This disconnect between food quality and perceived value has left many customers feeling frustrated and ripped off.
Customer complaints include servers being inattentive and failing to meet service expectations, such as timely drink refills or acknowledgment of customer concerns, plus lighting that’s too low for customers to properly read their menus. When you’re paying premium prices for food, customers expect premium service to match, and The Cheesecake Factory seems to be missing the mark on this basic expectation.
Pizza Hut – The Decline of the Pizza Giant

Perhaps no major pizza chain has drawn quite as many customer complaints as Pizza Hut, which operates more than 6,500 stores in the United States alone. The pizza chain that once dominated family dinners has become a source of sticker shock for customers who remember when their offerings were both affordable and satisfying.
One customer wrote that Pizza Hut has been in decline in quality for so long that the pizza isn’t worth the price anymore, calling them “$10 pizzas, not $15-20.” Another customer reportedly paid an astonishing $87 for two stuffed crust pizzas and 12 wings. Other customers agree, with one writing that a couple years ago they ordered an X-Large and it came out to nearly 50 bucks, and haven’t been back since. These aren’t isolated incidents but part of a pattern that’s driving loyal customers away.
Chipotle – The Burrito Bowl Budget Buster

Chipotle has become synonymous with price increases, and customers are getting fed up with the constant upward creep in costs. An average burrito bowl has increased from $7.65 in 2020 to over $10 today, representing a 20% increase that customers haven’t failed to notice. What’s particularly frustrating for customers is that what used to be a big, filling meal for $8 can now cost as much as $18–$20 with a couple of add-ons, and customers complain they’re not getting enough rice, protein, or toppings while being charged for basic extras like guacamole or cheese.
As far back as 2017, Chipotle was making headlines with its 5% to 7% price hikes, and with July 2023 pricing sailing 20% above the close of 2020, it’s clear the company isn’t shy about piling on the price increases. The chain has rolled out multiple price increases throughout recent years, creating a constant frustration point among customers who feel like they’re being nickel and dimed for what should be a simple, affordable meal.
Panera Bread – The “Overpriced Hospital Food” Problem

Panera has earned the unfortunate reputation of serving what customers call “overpriced hospital food” with increasingly smaller portions. Customers have been bashing the chain for its “overpriced hospital food” and small portions, with one complaining that they ordered grilled cheese and soup duo and pasta for like $15-18 and it wasn’t even filling. This disconnect between price and satisfaction has become a major issue for the chain.
In a Reddit thread about overvalued fast-food chains, one customer specifically called out Panera, saying they got a sandwich, cup of soup, and chai tea for $28, then tipped, so $30 total, and vowed “Never again”. In response to the backlash, Panera is now reportedly looking to lower its prices on some items, announcing new menu items, bigger portions, and some lower prices, with some newer items priced at under $10.
Texas Roadhouse – Steakhouse Pricing Without Steakhouse Experience

Texas Roadhouse came in at number 7 for customer experience and number 8 for menu, but scored points for value, though reviews suggest customer satisfaction is generally negative, particularly around food quality, with guests complaining about over-salting and inconsistent seasoning. The chain has been steadily raising prices, which customers are noticing and complaining about.
Prices at Texas Roadhouse have been steadily ticking up, with the steakhouse chain rolling out a 2.2% price hike in April 2023, followed by another 2.7% increase in October 2023, and implementing another 2.2% price hike around late March 2024. While the restaurant tries to position itself as offering good value compared to other steakhouse chains, many customers feel that the quality and experience don’t justify the premium pricing, especially when service and food consistency issues persist.
Subway – The Shrinking Sandwich Scandal

Subway has faced massive closures, like 600 locations in 2024 alone, with the main reason being that customers pay much more for their sandwich but the meat and toppings have shrunk, and customers complain their “footlong” isn’t even close to a foot, with lawsuits accusing Subway of being misleading. This combination of higher prices and smaller portions has created a perfect storm of customer dissatisfaction.
Customers noted the price jumps in their go-to picks, with one saying they used to get a roast beef footlong for $6 but over the last 10 years the price has gone way up while quality has actually gone down, feeling like they’re getting more bread and less toppings. The company called an emergency meeting with franchisees in August 2024 as sales continued to decline, attributed to deep discounting of popular items, rising costs, and increased competition from other sandwich chains.
Applebee’s – The Neighborhood Disappointment

Applebee’s has a reputation for providing pretty good value compared to some of its competitors, but customers are deeply unsatisfied with wait times, rude staff, and subpar food quality, with customers speculating that shrinkflation is to blame for the change in quality over the years, as prices have gone up drastically while portions have become smaller. The chain that once positioned itself as the friendly neighborhood grill has become a source of frustration for diners.
The downside of table tents featuring photographs is that customers notice when their dishes don’t measure up to the airbrushed images, and there’s no casual dining chain where the gulf between what’s pictured and what’s served is greater than at Applebee’s, with spinach artichoke dip being gloopy, burgers bland, and fries tasting like they’ve been sitting around. Applebee’s biggest issue is the menu, which lacks creativity and is low on variety, making almost no effort to offer vegetarian entrees.
Buffalo Wild Wings – Wings at Premium Prices

Buffalo Wild Wings comes in last among major chains, with customers unhappy about wait times and new menu items, and with such inconsistent experiences across the board, prices are only going up, adding insult to injury for dissatisfied consumers who complain that prices are excessive for the quality and portion sizes. The chain that built its reputation on sports viewing and chicken wings has struggled to maintain value in customers’ eyes.
Buffalo Wild Wings sinks 4 percent to 76 in customer satisfaction rankings, placing it among the worst-performing restaurant chains. The combination of long wait times, inconsistent food quality, and rising prices has created a trifecta of customer dissatisfaction that’s hard to overcome. Many customers report feeling like they’re paying premium prices for what amounts to bar food that doesn’t live up to expectations.