Freddy's Frozen Custard & Steakburgers — Restaurant in Highland Village

It wasn’t the food, it was the service starting with the cashier couldn’t get order right she was upset with us because we didn’t want what she put in the register an other woman assuming asst manager maybe over the front told her just do that order and took off the drink, huffed and walked away,now what she put in the register was not what we ordered. Order comes we get it 1. Double cheeseburger missing but paid for, then the next double cheeseburger just had Mayo on it now when we placed it Mayo only but with everything else. Went to the counter and assuming the asst manager comes and wanted to know what the problem is tell her that the order is wrong and missing a double cheese burger showing her the receipt, the receipt wasn’t enough she wanted me to make sure it was missing she was basically now calling me a liar so her and I went back to the table the hamburger that was on the table she picked up lifted the top of the hamburger bun up checked to make sure it was a single. She now has handled our food! That was the turning point they messed the order up, paid good money and was called a liar and basically getting told to be happy with this order told her the double cheeseburger was missing and she had the nerve to ask me what did I want, I told her to get her head out of her a** and she yelled at me with my grandkids get out Get Out you can not talk to me like that!! Told her I wanted my money back she said go get your refund, she grabbed the hamburger that was on the table picked it up and threw it away, she then went to the drive thru cash register got the money, now another woman assuming the manager tells me I’m so so sorry sir. If the loud mouth unhappy woman working was the manager Freddy’s need to send her to manager classes about customer service. I love Freddy’s but never going back to the one on 407 they seem to hire unhappy people, starting with the cashier.. just couldn’t get the order correct. Then to getting your order that completely wrong. Embarrassed to have everyone...

Horrible. Not worth your time or money. Both times we have ordered on the app, they were out of something. Ofcourse we were still charged. The first time they ask if we’d like to substitute, the second time they just said get a refund, but we will have to call up the number on the app for it. They won’t do it there. So you’ll be charged and drive away without the item you were charged for. Management is just terrible. Looking at the reviews, it’s time to get a new manager who can keep up with ordering products advertised on the menu and app and to handle this situation better. I called the store like they told me to do for a refund and the number seems to be disconnected. So now I will be contacting corporate to report this location and discuss the problems with them and I’ll be doing a chargeback since you fraudulently took our money for something I didn’t receive.

Update: Was not able to get ahold of the store as their number seems to be disconnected. Odd bc I’ve never heard of a store where you could not reach them with the number provided. Called the corporate number instead, explained to them everything that happened. They assured I would be taken care of and reached out to the district manager of this location to reach out to us for a partial refund. Days later and nothing, so I called my bank and disputed part of the charge that I was charged for and didn’t receive the item. Seems stupid to make it difficult to receive a refund, rightfully, for something I didn’t receive but paid for, and in the end the bank forced you to give my money back and you probably paid for chargeback fees. Not very smart on your end. I 100% back my statement that this location needs to be looked into (especially the number not being reachable) and needs new management (store manager, general manager, and district manager). My fault for going to the knock off...

I used the Freddy’s app for the first time today. I was excited to use it because whenever I order through the drive-thru, it almost always takes 20 minutes before you get your food at this location. I wrongly assumed the app would be faster. It’s not. I pulled in to the drive-thru and let them know I was there to pick up my order. They shouted that I had to come inside. I parked and went inside, and again told them I was there to pick up. I asked why I had to come inside and was told in a pretty rude manner that it was store policy and if I had a problem with it, I should contact their corporate office. And just to be clear, I didn’t ask rudely or raise my voice. I simply asked a question. My food was prepared but everything else was self service. The condiments I requested in the app weren’t in the bag, no napkins or straws, was given empty cups to fill the drinks myself. I was by myself and had a pretty large order that was cumbersome to carry out alone. This wouldn’t have been an issue if they had delivered the order through the drive-thru window like every other fast food restaurant with an app does. In short, people use fast food apps for convenience and speed. Using the Freddy’s app made my experience slower and less convenient, and I was treated rudely to boot. Since the only other option is to wait in the drive-thru line for a ridiculously long time, I most likely will not be spending my money here again. Advice to store manager: You should probably consider changing this policy because it will ultimately cause you to lose customers like...