Freddy's Frozen Custard & Steakburgers — Restaurant in Florence

Went here for lunch on a Thursday afternoon. I am used to giving great reviews when earned. This is not one of those times. Entered from the tight parking lot. As we walked in we noticed the tables were not being cleaned and debris was on the floor in many areas. Soda fountain had not been tended to with liquid and garbage all over the counter. Waited in line for a few minutes as there were several ahead of us but only 1 register being used. As we waited we heard a girl calling out order numbers in a very loud voice which was a bit unnerving. They were relatively busy at the time, but not overloaded. I had 1 employee of mine with me. He ordered a chicken strips meal and drink. I ordered a Prime Burger which was on the menu board and looked good. I also got a drink and fries. As we filled our drinks and found the cleanest table available, we wiped it down with water from the fountain since it was sticky. We waited and watched as several people who ordered after us had been served. I finally went up to inquire about my order to find out my specialty burger was not available and no one had thought to tell me about it. There only response was asking what I wanted instead, without even a brief apology for not coming to ask. There were two managers who seemed overwhelmed. I agreed to a different burger and returned to my seat. We waited for a couple of minutes and our number was called out. Burger and fries were ok. Fries were not hot and sandwich appeared to have been hastily prepared and not all the fixings were on it. The next thing we hear is this girl calling out numbers again. Apparently someone's number was not heard immediately and she then got on the microphone in a louder voice to call it out again. Apparently a mgr pulled her quickly off the microphone and from calling numbers anymore as we did not hear her again during our visit. This was the third time there and I would never have recommended them on any of the visits. There was no leadership here and no customer concern. I will not return to this location again, although I have been to others which I would be glad to return to. I do not recommend this...

This was my first time ever in a Freddy's. I am in KY for business, and we don't have Freddy's where I live. I walked in with another patron right behind me. There is no one at the register. At least three people behind the counter see me, as well as the other customer, but say or do nothing. After about 3 or 4 minutes, a girl comes from the back to take my order. I assume she was assigned to run register, but I don't understand why any of the others didn't call to her to let her know there were customers. As I ate my food, I watched this same exact thing happen again to another pair of customers. The girl wasn't at the counter, and no one else did anything. Eventually another girl who was running the drive through left her station to fill a drink for herself, she acknowledged the customers and said she would "get them," but she continued around the counter to fill her drink first.

I got the patty melt combo and some cheese curds. I enjoyed the food. Everything seemed fresh and tasted good. Cheese curds were a little greasy, but that's my only real complaint there.

On the way out, I decided to get a PBC & B concrete to bring back to my hotel. Once again, the girl is not at the register. About a minute or so before she came and took my order. Got back to the hotel, and the concrete was made without any banana. This might have been my biggest disappointment since you can get vanilla ice cream/custard with peanut butter cups at Dairy Queen or Sonic. You'd expect that when you order something on the menu with no changes, it would be made right.

As for the atmosphere, the decor and feel were great, but the service problems definitely knocked down the overall feeling. On top of this, the girl from before who was running the drive-through was now sitting on the floor behind the counter at her station while I waited for my concrete. When it is all said and done, it felt like no one was steering the ship. Some sort of leadership was...

I attempted to go to this location twice. The first time there was one car in front of me in the drive through. They were sitting there for quite a few minutes. I assume that maybe they were just taking a long time to order and make decisions. However ehen I got to the speaker to order in the drive-thru I sat for 5 minutes with nobody acknowledging me. I just left.

I thought maybe it was a one off. Things happen. So I attempted to go again a week later. This time there were no cars in the drive-thru waiting to order, still nobody greeted me. After another 8 minutes I left for a second time.

As I drove off there was a car at the window. By looking at all these other reviews it seems like it would be best just the skip this restaurant if you want quick fresh food.

I'm so disappointed in that because I was so excited that we had a Freddy's here now it just seems like a building attempting to masquerade as a restaurant.

Maybe it would be a good idea for this particular location to shut the doors, scrap the whole team, except for the couple that I have read that seem to be customer-oriented and start over with a new crew.

Just an idea.

Update: So I went in again today just to see if it was better and it was a much different experience then my previous ones. The place was packed and I mean packed but the line was moving quickly and the customer service was amazing.

Cameron, the manager on duty had her team on point. It seemed like everybody was working together like a fine oiled machine and the restaurant was clean. I also do not remember what our waitresses name was but she was super kind as well. Glasses, short hair and tattoos. Her energy was awesome and welcoming and as a business owner I would be proud to have her as the first person patrons see and come in contact with.

Whatever change has happened at this location I'm here for it. Freddy's now has a loyal...