Freddy's Frozen Custard & Steakburgers — Restaurant in Beavercreek

This was my first time ever visiting a Freddy’s—any Freddy’s—since I just moved to the state a few months ago. My son was visiting and suggested we give it a try. After placing and paying for our order, I noticed we were charged for a burger we never ordered. I immediately brought it to the attention of the young lady who took my order, and she admitted the mistake and apologized.

She went to get her manager, Paige, who then attempted to issue a refund. Their POS system repeatedly failed to process the refund back to my debit card for whatever reason and after several tries, nothing worked. I suggested a cash refund since their system wasn’t functioning properly. That’s when the experience took a frustrating turn.

Paige flat-out refused to give me a cash refund, claiming she could lose her job if she did that—even though it was a refund for something I never order, but paid for only because of their mistake. I explained that her internal policy wasn’t my concern—I paid for an item I didn’t order and was owed a refund, plain and simple.

Instead of resolving the issue like a manager should, she eventually handed me a “Free Sundae” card with a handwritten note on the back, saying it could be used for a free combo meal at any Freddy’s. That is not a refund. That’s store credit, which I never asked for and made clear I didn’t want—especially since she was assuming I would ever want to come back to another Freddy’s.

I told her the card wasn’t a legitimate refund and I didn’t appreciate being pushed off with a makeshift solution. But it was clear I wasn’t getting anywhere, and I didn’t want to continue holding up the line behind me. This whole situation was beyond frustrating—your POS system failed, your management refused to do the right thing, and I was expected to be okay with it.

Please look into this situation and get your POS system and your refund policy sorted out. No customer should have to jump through hoops to get their own money back. The food was cold by the time we got to my car to eat it after all of this. My burger and onion rings were okay, but I believe they would have tasted better if I could have eaten everything...

UPDATE I went back to Freddy's in Beavercreek, OH on 9/29/24 Order #29986667051565062 It was a miserable experience, again. The exact same issues I experienced in July. I ordered online, the food took 20-30 minutes longer than anticipated in the app. I checked in when I got there, and the food wasn't ready. The worst part was that I watched a guy bring food up from the back and set it in the 'online order' area. It took 10 minutes for the front counter person to look at it and attach the receipt to the bag. They didn't call out a name at any point. After a few minutes, I went over and looked and saw it was, in fact, my order. The worst part is, I opened the bag and none of the sauces I ordered were in there. I helped myself to the sauces I ordered because there was nobody up front to assist me. Clearly, whatever problems you all were having in July have not been resolved. I was excited to have Freddy's in my community, but this location consistently fails to meet minimum standards for fast food. The Centerville location is marginally better, but further from my home. As it is, I told my son today that we won't be returning to the Beavercreek location ever again. I'm willing to try the Centerville location because they have been marginally better in the past, but at this point, I don't look forward to going there either. This is really a shame. Freddy's has a great menu, and we love your food and frozen custard. We just can't keep dealing with the long waits for our food, especially when we see it sitting on the counter and nobody trying to let us know that it's ready! Whatever you're doing to fix your issues hasn't worked.

I ordered through the app. Estimated pick-up time 8-13 minutes. It was 41 minutes before I got my food. That's after it sat on the counter for 5 minutes while the cashier, who knew I was waiting for a mobile order and that mobile orders had shown up, took 3 more orders of customers who were standing in line. Fries were luke-warm by the time I got them. Absolutely...

We do not eat out often. When we do its a treat for our family. My husband LOVES Freddy's. He was so excited when i mentioned it. The kids were excited for shakes. We get there and order the kids first. It then gets to where my husband is ordering the adult meals and the screen goes out in the drive through. We mention this to the worker and their reaction was. " Oh, um okay." The screen was out for a few minutes for we attempted to order out of respect for those waiting behind us. We stated the bacon cheeseburgers for both of us and guessed it may have been the number 2? The worker comfirms it and we ask for side of fries for both and pepsis to drink. We then pay and the worker says the receipt will be in the bag. I thought thay was odd but didnt say anything. Minutes later were handed one bag and i tried to check to see if everything was there but it had already taken so long i didnt want to upset those behind us. Took 20 minutes to get home im helping the kids with their food and i notice there are no burgers in our bag. I was immediately filled with guilt because i had tried to check. And now there was no receipt either. But there were enough drinks and fries to go around so i dont understand why the burgers were missing. My huband called and explained what we were missing and stated the receipt wasnt there. They asked for a number on the bag and, of course, no number. We spent almost 70$ on food to be told we recieved what we paid for and there was nothing wrong. So with no evidence, we lost money and didnt have dinner for ourselves besides fries. Unfortunately, i dont think we will be back. I hope others have better...