Freddy's Frozen Custard & Steakburgers — Restaurant in Boise

I ordered through the app last night. Our order had three VERY particular burger customizations, and all arrived correct. We ordered about a week ago with similar customizations and it, too, arrived with all burger preferences done correctly. Unfortunately, we had an issue with Door Dash, the company that provides their delivery if ordering through the app. Door Dash sucks. They ALWAYS take longer than estimated because they have drivers pick up multiple people’s orders at multiple stops, rendering my orders later than expected and nearly stone cold. This particular driver also did not make sure my vanilla custard Oreo sandwich was included. Burgers, cheese curds, and onion rings were spectacular, per usual, but also arrived without any of the sauces and seasonings we selected in the app, no straw for the drink, no napkins, and again, was without the frozen dessert part of the order. I submitted a comment online through the website letting Freddy’s know I was disappointed that our sauces, straws, and napkins are never included in the delivery orders as well as that particular order missing the custard dessert. I was hoping I would just get refunded the amount for the Oreo custard sandwich. I decided to just call the store directly, and that is when a young man named Kevin picked up the phone. This gentleman, folks, is the epitome of FANTASTIC customer service!!! He immediately apologized profusely, stated they hope I return as a customer so they “can do things the right way” on my next order or visit. He acknowledged my frustration, took responsibility and didn’t pass blame regarding my delivery order issues and unsatisfactory experience on to some new person or to Door Dash (who was more than halfway responsible for our total issues). He said he wasn’t sure if he was able to refund my order, but he would try; however, he offered me free coupons for an entire value meal. I really just was looking for a simple “sorry” and a refund for missing items, but I was very grateful. He then asked how many I wanted!!! LOL I said our order was only for three people and really just my order was the one missing things, but he said he would put 5 aside for me to pick up whenever I could and to tell the person at the counter or drive-thru window to look in the safe for an envelope with my name on it. Trust me folks, even if he had not offered anything free, I would come back to this Freddy’s location based solely on Kevin’s fabulous attitude and OUTSTANDING customer service. I’ve worked fast food before and it is rather dismal when dealing with frustrated, and often rude, customers who had issues with their order. Kevin is one of those employees I can picture saying “let’s turn that frown upside down” to himself before dealing with us crabby folks who are hangry about order issues. If I owned a company here locally, I’d try to poach him for my business. That young man is going places with his positive attitude and true interest in customer satisfaction. To top the whole experience off, I received a phone call today from Sarah, the store manger there at the Broadway location I ordered from, and she was equally fantastic. She said she received the comment I turned in online outlining our issues. She validated my frustration and very much appreciated my positive comments about Kevin. She also offered to leave free meal coupons for me in the office safe, AND she refunded my ENTIRE order!!! I am so grateful to know that outstanding customer service exists somewhere, especially in the fast food vertical, which isn’t typically associated with a “dining experience” like sit down fine dining is. I would HIGHLY recommend Freddy’s if you’re looking for a fresh, not greasy, customized burger that is DELISH, and customer service that has you leaving their establishment with a full belly and a smile (and maybe a few crumbs) on your face. Ten out of five stars!!! Thank you Kevin and Sarah at the Broadway Freddy’s...

Awful Customer Service...We tried this location for a late lunch on 04/16/23 at 03:15 pm. Our order number was 252. The receipt said the employee was Joshua but that would be wrong because she was a young female. In the past we had patronized the Meridian location on Eagle Road where they had great customer service. So we walk in and stand at the counter for a long time. There were only four customers inside and no one at the counter. We saw four employees behind the counter. No one helped us so we started to leave. Finally, a young female reluctantly came to the counter and stood there without saying a word. We ordered a combo meal and a second double cheese burger ala carte. The employee rang up the order and held the receipt out without saying a word. We asked her why she was not friendly. She said she didn't know. Fearing that she would tamper with our food, we canceled the order and got a refund. Before leaving we spoke with the manager and told her what happened. She told us that the employee was probably having a bad day. That was it. We told her we would not be coming back. She seemed not to care. She never asked for details, nor did she apologize for the employee. There was a bad vibe in this place. Their employees are low quality and not good for...

I came in July 4th to pick up an UberEats order. I parked against a curb with my hazards on. As soon as I walked in the store, a young lady named Tatum asked me to move my vehicle because I was parked in a fire lane. She was very rude about it and seemed annoyed. I immediately turned around to go move my vehicle. On my way back outside, I suggested that management designate a delivery parking spot, as I typically have a hard time parking in the lot. Again, I was met with rudeness and told there was plenty of parking spaces open. Seeing as it was a holiday and there were only 2 people in the restaraunt, there was open parking, however 90% of the time I pick up orders here, the lot is full. I asked Tatum for her name and informed her that I would be leaving a Google review due to her poor customer service. Personally, I think she was not happy about having to work on a holiday and was projecting that on to me. I have zero empathy for this, as I've been working on holidays my whole life and I always made a concerted effort to smile my way through it. Having a poor attitude towards customers is never good for business. I doubt I'll pick up orders or eat here going forward. It's just...