Freddy's Frozen Custard & Steakburgers — Restaurant in Fairfax

Reposted from original review 2022 SEP 5: Once an exemplary, fun restaurant. Now it's hard to find a clean spot while you wait for the slow service.

A short two years ago, it was a dependably decent and clean family-burger-fries-and-custard place. Now, complacent management and poor mid-level leadership has left it dirty, unorganized, and with laggard service. We've visited five times in 2022, because we generally like "the Freddy's story," the fries, and the custard, but I'm afraid today was our last visit. Watching this Freddy's decline has been heartbreaking.

The place is filthy, unkept, and slow. See photos nearby. As we walked to the ordering counter, our shoes made sticky sounds on the tacky floor. We couldn't help but notice the floor behind the counter, which was covered in food bits, some litter, and standing liquid in places. The outside seating area was buzzing with flies and gnats feasting off the spilled condiments, dropped food, and old soda stains. The tables are sticky with old food and grime. It's really too bad since the weather is finally turning cooler and it would otherwise be a nice place to sit and eat. We noticed a family who took their order to the van rather than sit at the open tables.

The service is now slow and inadequate, which is quite a change from two years ago when we started coming here. The team is overwhelmed with simple order fulfillment and seems disorganized and untrained. I ordered a sundae at 4:51pm (time from the receipt); I received my order at 5:11pm. That's 20 minutes for a Sundae. Usually, they have simple service kiosks on the counter with utensils, condiments, and Freddy's Sauce for the fries. Today, those kiosks are half empty with no sauce at all (we had to ask twice).

For those who like the data: two combo meals (#1 and #6) ordered straight off the menu with no changes totaled $22.25 including tax (yes, an unbelievable high price for a couple burgers and fries, but that's where this country is--VOTE!). The bathrooms looked like they had been cleaned at opening but needed refreshing (the floor was gross). Overall, no one seemed particularly worried about the condition of the restaurant, which sums up its fate nicely.

We really hope Freddy's cleans up their act. We really liked it once. Maybe the old Freddy's...

I bought with my car and they asked me to park to wait for my order. So I did. When my order arrived, I checked it and I was missing part of my order. I went inside to ask them to please complete my order, but when I started to take my entire order out of the bag, the presentation of the fries (which are extremely thin), the presentation of the hot dogs with chili made me want to vomit. Even so, I only wanted the part of my order that was missing. Taylor served me with a very rude, arrogant attitude and in a loud voice. She left me talking to myself and there was also a moment when she took my receipt from my hands. In view of this, I asked her to please give me my entire order again. I asked for her name and told her that I would give her a review and she just as rudely told me her name “Taylor”. Then a man spoke to me who did not tell his name and also spoke to me as if he were upset. I live 10 miles from this place and I come to buy takeout because I love the taste of their hamburgers. Can you imagine if I got home and found that my order was incomplete? Gentlemen and Lady’s of Human Resources please take into account these suggestions:

That the quality of customer service is never lost. If the team or someone on the team made a mistake, please correct that mistake by offering an apology and something that the customer wants at no additional charge. That your first standard be cordiality and respect towards customers. That work under stress be handled with better leadership to avoid errors. That one of the conditions of employing someone be good customer service. If you do not have this requirement, unfortunately you cannot work as a customer service and you must change positions to avoid contact with customers. I will go back again because I love the taste of their burgers. I hope they have made the appropriate corrections so as not to lose me as a customer and with me anyone who wants to be treated...

Freddy’s is my son’s favorite place to eat almost every Sunday and sometimes during the week. We have been dining here since this location opened its doors and have gotten to know all of the managers and even some of the division and corporate managers and employees. They are very accommodating to clients with special needs and special food requests. Lately they have had some problems with cleanliness of tables and floors not being kept clean or cleaned when customers leave their tables. Today we were there and a young lady was doing an awesome job of keeping the tables cleaned as customers left and also cleaning the floors under the tables! She was also using a cleaner/disinfectant on the tables! This hasn’t been done like this for a long time. She was taking the trays and baskets off the shelf of the trash containers and not letting them build up. I was extremely impressed at how seriously she was taking her job. She had pride in her job and it showed. I went to her and complimented her on the great job she was doing and told her that it had been quite a while since someone took that job so seriously and that as customers we really appreciate being able to come in and sit down at a table that is really cleaned and no food on the floors! She thanked me. To me her job is just as important as any other job there. I also spoke to the corporate manager who was visiting and found out he brought her and a few others with him from his store in Pennsylvania to help out. The young lady’s name is Carly. I hope that Corporate can share this with Carly to show how much she is appreciated and maybe give her some kind of an award as she is a real asset to Freddy’s! Freddy’s is a great place for kids. A great variety of hamburger sandwiches, fries, onion rings, hot dogs, etc. The custard and shakes are awesome and many kinds of toppings. You get a great value...