Freddy's Frozen Custard & Steakburgers — Restaurant in Collinsville

First off this place USED to be awesome. We went there on the 8th and several things we saw made it to where we won't be back to this location again. We ate inside and the person who took our order was very friendly but not very knowledgeable about the register and took us about 15 minutes to cash us out using our app for our free burger. She could of been new so i gave her the benefit of the doubt. My child wanted a chicken strip kids meal (he is VERY picky and thats all he will eat there besides the fries) well she said they were all out of chicken strips. So we just ordered him a large cheese fries and a drink until we can get him chicken somewhere else. We'll as he was eating we seen them putting chicken strip into the fryer! We went back up there and said we literally see you have chicken strips back there! She insisted they didn't until we told her to look on the counter behind her. She was like Ooohhh I guess we do then 🤦‍♀️. So I ended up paying more because I had to get him chicken strips separately now.

What really disgusted me tho was that the drive thru lady that was taking money and handing out orders was putting her fingers in her mouth and licking them. Then proceeded to go the the frozen custard machine and stick her bare hands INSIDE of it to push out the custard faster. With the other bare hand she had it on the outside scooping the custard down the shoot. That really was unsanitary and some sort of utensil should of been used. That whole batch of custard was now contaminated by her dirty hands she was constantly licking and putting in her mouth. After seeing that we left. I don't even want to think about who prepared...

We went through the drive-thru; ordered a #1 with no cheese, only pickles and ketchup; large size with a chocolate shake. We got the bag, the burger had mustard and ketchup, no cheese, no pickles. I hand it back to her and said, this is supposed to have pickles and ketchup only, no mustard. She apologized and said they would remake it. She hands me another bag and said, sorry about that. They threw in an extra fry. I said, okay, thanks. I opened the box and there's pickles, ketchup, and cheese on the burger. I waited for her to open the window. When she does I showed her the burger and said, this burger has cheese on it. I asked for no cheese. I only want pickles and ketchup on the burger. She takes it back again and said they'll remake it. I'm watching through the window this time. I see the boy put ketchup and mustard on the burger. The girl comes back to the window and says, you wanted ketchup and mustard, right? I said, no, pickles and ketchup only. No cheese, no mustard. Just pickles and ketchup. By this time we've been there about 30 minutes. She has them remake yet another. After several minutes go by she hands me another burger that has ketchup on it. No pickles. I just left because it has now been 40 minutes or so and I have pickles at home.🤦‍♀️ Now listen, I get that mistakes happen. Sometimes people get flustered. This was the fourth burger that was messed up. That's too much. She seemed like a nice girl but clearly her head was in not in the game. She did apologize each time, which I did appreciate, stating 'it was her bad' but c'mon. After that many times what are you doing that you can't relay the correct message...

For the past year this place has gone down hill. Every once in awhile we go back because we love Freddy's and every time we leave disappointed. Tonight (11/8) we were assisted by a young gentleman named Chris in the drive thru. He was the only one of 6 employees that worked with a sense of urgency. Between taking orders and stocking ice, he eventually had to make our 2 shakes. That's all we ordered and yet we still had to wait 15-20 minutes watching only Chris work. At one point he yelled for help and no one batted an eye, no one came over to check on him. Both of our shakes were wrong and we can't even be mad because how hard he was working. Who knows if he was even trained to do them? Or correctly, given or past history with this place. It was so unfortunate and Chris deserves better. There is no job worth having to carry a team that doesn't work as hard. I tried calling the restaurant and it went to voicemail... I don't think it would matter speaking to the manager as they are obviously letting this slide. Also, don't even get me started on the employee who had his pants falling down his waist, where everyone could see his orange underwear. Completely unprofessional. I will not go back for a long time, not until I see feedback on how things change. It's a shame because this used to be one of our...