Freddy's Frozen Custard & Steakburgers — Restaurant in Keller

Brought my twin 7yr old boys in today for lunch around 11:30am today (4-29-24, order #252) my kids love this place and we usually have a pretty great experience, but we usually don’t come during the day. Anyways, upon arriving the first thing we noticed is that there’s only two people inside of the restaurant eating. Then we noticed that the screens that normally show the menu were not operational. also, we were not greeted by any employees. I happened to mention to the guy behind the counter. Hey, I guess the screens aren’t working today and without apology he said unfortunately, while kind of covering his face and mumbling didn’t give us any options as far as looking at the menu so we decided to sit down and get on Google to find out what we would like to order. The kid was decently pleasant and when I ordered the double cheeseburger, he mentioned he usually gets the triple and we got a little laugh out of it. Which lets me know that I absolutely ordered the Double or else he wouldn’t have made that comment I paid and we went and filled our drinks and sat down at a booth with our ticket waiting to be called. Considering it was just us and one other guy I figured it would be rather quick. After 13 minutes and my to go bag sitting on the counter for approximately 10 of those 13 minutes, I finally went up and put my ticket on the counter, and another young man was busy stuffing fries into boxes for the drive-through asked me was I waiting on a to go order. I figured it was pretty obvious since I’m sitting there with just drinks and two 7-year-olds and we were basically the only people in there but maybe not? I said yes I’m waiting on the only to go order and he said this must be it here pointing to the very greasy bag sitting on the counter. I said oh I guess you guys don’t call the numbers out for the orders anymore? Again, no apologies or any type of customer service, just blank stares and no communication whatsoever. I looked in the bag and felt the cold french fries but it looked like three burgers were in there, and I didn’t feel like taking everything out of the bag and into each box. I just wanted to grab a quick lunch and get home as I’m walking out the first employee Asked me is everything in the bag? I said I hope so after 15 minutes. You would think they would know what was in the bag by now and let me know that everything is in the bag not in a form. A bit annoyed, but also understanding that it’s fast food at lunchtime we left And headed to the house. Upon arriving, I realize that my double bacon burger is a single bacon burger and it is very cold also. Anyways, I do a lot of reviews for a lot of places and I normally don’t do them if it’s less than a three star because I don’t like beating down businesses, but this was a really lame experience. Then I called the restaurant to try to speak with the guy that took my order and nobody answers the phone and it sends me to some type of voicemail service. No thanks! $27.00 for this and a couple kids...

We frequent this Freddy’s often. Seems to be a serious issue with management. Staff seems overwhelmed and unhelpful to guests. Very resistant to make a guest experience worthwhile at all. Today my partner picked up an order from Freddy’s. Went through the drive though to see if it could be grabbed through the drive through, was told it wasn’t ready and that they didn’t have a peppermint shake. The order was placed online for a pumpkin shake, so clearly there was an issue with their processing system. Drive through attendant was short and unhelpful, persistent that order said peppermint shake. It was understandable that the order would not be ready given how short since they order had been placed, but she was instructed to go wait until it was ready and then come inside. She waited 5 minutes before coming inside. Food was already done when she went in but the shake did not get ready until she walked inside and he started making it. He proceeds to bag up the items and seal them even though she says it’s not necessary. He returns to her that he has to do it, since they can get flagged if they get secret shopped. Despite him saying this, when she gets home; there is no second drink. Being in customer service, this floors me that he would mention corporate standards to a customer and not fully complete the order. I return myself after this ordeal to get the drink. I come inside to see two workers clearing doing a task. No greeting. I stand there a solid 30 seconds before one of the workers tells me “someone will be with your shortly”. The guy who I assume made the previous shake is making a shake again. He turns after finishing and asks what can he get for me. I tell him I had a mobile order and it was missing the drink. He stares at me blankly before asking what it was. I tell him it was a medium drink and he hands me a cup and I go to get it myself, after saying thanks. Besides asking what the item was, there was nothing told to me in the means of condolence. I wasn’t expecting an apology, but at least a decent experience. Either get more staffing for this location or get better management. There is always an issue with the orders when we go for one reason or another, and for an employee to mention secret shopping to a customer screams that the standards are not about customer service, it’s about...

Freddy’s is honestly just mediocre, and it’s clear the place is run by people who don’t care about their jobs—and it shows. I’ve been there a few times, and every single time I’ve asked for no onions, I’ve gotten onions. It’s frustrating because the taste is so strong it ruins the entire meal. The food itself is generally okay, but when you repeatedly ask for something simple like a correct order, let them know they’ve messed it up before, and they still mess it up? That’s frustrating.

After experiencing this a few times, I stopped going. The food might be decent, but wait times were long, and it just felt like a waste of money.

Then, stupidly, I went back a few weeks ago on October 4th after a stressful workday because I didn’t feel like cooking. I waited five minutes just to have my order taken, and this was around 4 pm on a Friday. I ordered a veggie burger meal with a root beer and a turtle sundae. After waiting about 10 minutes at the window, they hand me my sundae and soda—of course, the sundae was already melting by then because of the wait. I’m told to pull up and wait for my burger and fries. Another 5-10 minutes pass, and a young employee finally comes out to tell me they don’t have veggie burgers. Really? You couldn’t tell me that when I ordered 20 minutes ago or when I PAID?

I told her I’m vegetarian and asked for a refund. She took my card, came back, and handed me a gift card for the cost of the meal, saying she couldn’t refund it fully and asked if that was okay. I told her no, it wasn’t okay, but at that point, I was over it and just wanted to leave. How dare they turn my refund into a gift card when it was their mistake? It made no sense, and now I’m stuck with a gift card I don’t even want to use.

Freddy’s is unprofessional and unrealistic, and I don’t plan on going back...