Freddy's Frozen Custard & Steakburgers — Restaurant in Jacksonville

Man where do I begin, for sure mixed feelings about this place!!! I’m actually reporting my entire experience live from my bathroom .. peep the time stamp on the photos; 😫😫🙄

I was extremely excited to try this place after picking up a DoorDash delivery and while the service was excellent given the circumstances I have to say I have a lot of issues fundamentally!!!

Let’s begin with the price point to portion size!! OUTRAGEOUS … for 30.00 (I redeemed a discount code online which made my total 24.00 instead of 30.00 but you get the point) : I got one combo (which included a milkshake), a side of tots and a second milkshake for my nephew 🤯 Compare that to steak and shake and you will never look back!

My second issue was the milkshakes aren’t actually made with ice cream .. rather their “frozen custard” which unfortunately leaves very little time to drink before getting warm (by the time I’d gotten home from this location to my apt right next to the Wawa less than 1 mile away it was no good) ALSO Idk what’s in the custard exactly but it ran through me faster than ANY Taco Bell ANYTHING I’ve ever ordered 😫 I literally could barely finish my meal before running to the bathroom bubbling like a witches cauldron (and this was my first meal of the day)!!!!!

Third I looked in my bag before leaving and noticed my medium tots container was only 1/2 full.. which the team dropped another bag and apologized with an upgraded tot .. HOWEVER I noticed that the man cooking had pre portioned baggies of tots .. meaning it wasn’t his fault THE COMPANY pre portioned 8/9 tots but they DID double it just to make me happy .. this is one of those fundamental issues where Freddys as a corporation wants to charge the most money but give as little as possible!!!!

Ultimately, my opinion is this is a fast food place basically wanting to act and charge as if they are a upscale diner when it gives very much slightly below Chic-fil-A’s level of ambiance;

The “fry sauce” & “smoked fry sauce” is basically Mac sauce and spicy Mac sauce.. I opted for regular ketchup!! The tots and burger was pretty good so overall I’m not angry, just disappointed with the experience overall BUT I wanted to try something new right?🤦🏾‍♀️🫣

OVERALL don’t fix what isn’t broken : Go to steak & shake .. you’ll get DOUBLE the food for 1/2 the price with the quality being equal (food) if not better (shakes) …

SHOUT OUT TO the STAFF : specifically Ash & Val …they ALONE are why I gave them the 2 stars that I did because they answered all my questions the best they could with a deep level of kindness!!!! They are clearly doing the best they can on the front line with guests representing a very “questionable” at best company…

UPDATE: after writing and uploading this entire review I noticed my nephew didn’t even finish his milkshake (he is 9yrs old) when asked he said he preferred steak and shake.. it’s not bad just tastes like really sweet strawberry...

I'm going to tell you that this was the most up and down experience I have ever had at a place I have reviewed. My wife and I were out after spending some time with our son and his girlfriend during this COVID-19 crisis. We were looking for something different and a place we could support during this. You know, spreading the spend. Well I didn't expect a fast experience since I thought the food was made to order. Cool. Get to the drive-thru and look over the menu. This was the first time for us. So, we order. The nice lady was patient and nice. BUT, we didn't get a total and were instead told we'd get the total at the window. OK, no probs. We were slow. LOL! So, we got to the window and IMMEDIATELY knew they had no clue what was going on! She asked if we had ordered something we didn't. Nope, not us. Next order. Nope, not us. "Let me tell you what we ordered", I said. Ran it down. Well, they had given our order to the car in front of us. We saw them sitting in the parking lot. I knew that wasn't going to go well. I saw them pull back into the drive-thru. Well, let's get back to our order. We were waiting for the manager to come help the people working. He had to do some POS magic. I heard him say, OK, this is his order. They handed me a bag, and gave me half of my drinks and were moving on to the next order. Never said, have a nice day or anything. Just gave me my stuff and moved on. Well, I said, we're missing a drink and a fry. So, then, I handed them the bag back and said, can you make sure this is our order. I'm not very confident. She took the bag, never looked. Someone who seemed to be training the nice lady, looked in the bag and said, "all we're missing is the fry". They put the fry in and handed us the bag. Apologized and off we go. Not far, just past the window. We check the bag and NOT ONE thing in the bag was ours except for the fries. We pull around and go to the front door. The manager was very nice and got the correct order. Great!!! Nope!!!! We got home and my wife had a fish sandwich. Well, halfway into the sandwich, it was RAW! I've attached a picture. I first want to thank the employees for the work they are doing. But we will not be going back. First, the food is overpriced. Their patties are smaller than Steak and Shake. I wasn't impressed with the burger at all. The fries are great, if they are hot. They were going to give us fries that had sat on the counter in a bag for over 10 minutes, just an FYI. My wife's ice cream treat, by this time was melted and made wrong. At this point, we are not impressed and will not...

Food has always been good and this particular visit it was. Unfortunately Sunday service July 14 between 1245-2pm was very low.

For awhile, orders were coming out slow. Workers look disorganized and confused as they slowly made orders. Several times they would just stare at the order board. Observed a female employee have an order of four meals put it on a tray for dine in customer, then slowly change it to a "to go" and hand it to the employee doing the drive thru worker.

Finally a male employee came out from the back and was trying to get things going as he took over the fries station. He was doing the best he could calling out food he needed to complete. But disorganization or lack of effort by his fellow employees, orders were repeated or skipped.

My order 138 and my in-laws order of 139 were called out a second time for pickup. By the time they were called a second time, we had nearly completed our meal.

Next they called order 141 which were for customers who came in about 10 mins after the group we were with , completely skipping order 140. The gentleman in my group who had order 140 inquired with male employee running the fries station and was told it would be two-three minutes, just waiting on the chicken strips.

About 5 mins we observed the male employee who had good intentions carry on a conversation with other customers all the while order 140 left unfilled. Finally the gentleman and his wife who had 140 went back and politely asked a second time for their meal. By the time order 140 was fulfilled, everyone else in our group had finished their food.

Additionally we observe two instances of unfulfilled custard orders. One gentleman who arrived before us waited 10 mins for someone to help complete his custard order. Because of the lack of service, we went elsewhere for custard.

If wasn't for the male employee who came out from the back and take charge, orders would come out at a snail pace, ice for soda machine would have been left emptied, etc... Wondered if he step away for a lunch break and everything fell apart.

Hopefully the regional manager or franchise owner sees this and take the opportunity to personally train...