Freddy's Frozen Custard & Steakburgers — Restaurant in Lexington

This starts about 3-4 week ago when I ordered a meal while in town for a dentist visit. I ordered my food, which I believe was a double burger with ketchup, mustard, pickles only, no cheese. I get 15 minutes down the road, almost home, and go to eat the burger and I ended up with someone else's sandwich. I called the store to speak with the manager and she asked something along the lines of "I bet you're calling about the [other customers' sandwich name]." I believe it was some sort of BBQ or spicy chicken sandwich, but don't remember to be honest. She apologizes and put my name on the list to get a replacement meal later. This is the reason I don't have a receipt as this was weeks ago and I knew I had a replacement waiting for me.

Fast forward to today and I stop by to redeem that offer since I was in town for a dentist appointment again. I get to the window, explain the situation, the manager remembered the conversation and took my order. I asked for another double burger, basic hamburger with ketchup, mustard, pickles only, with no cheese. She handed me the order after a short wait and said "It is right!" with plenty of confidence. I certainly believed her. I got the food and ate until I was part-way home again when I went to eat my burger. I get the burger out and it's a double burger with cheese, bacon, ketchup, mustard, pickles, and onions. In normal circumstances, if they hadn't put cheese on it, I can just take the toppings off and everything would be fine, but the cheese is literally melted to the meat. At that point, it's worthless to me. I hate cheese. I'm the minority, I understand, but I hate it. I like it in very specific situations and on my burger is not one of them.

I have attempted to call the store number on google maps and also the number directly from the Freddy's website. I have called about 6 times in total and every time no-one answers and it tells me the voicemail hasn't been setup yet.

I will say through all of this, the staff have always been extremely friendly and caring, but the quality control is so frustrating. I really do like Freddy's, but this experience makes me want to shout from the heaven not to waste your time with it. I could always check the food, but even with that argument, it is not my responsibility to make sure someone else does their job. Not to mention, I'm in a rush trying to get back to my own job, I don't have time to quality control someone else's.

Ultimately, all I want is what I paid for initially, and that's an entire meal, made how I ordered it. If that can't happen due to bad luck, juju, divine intervention, or whatever may get in the way, then I would like a refund. I like Freddy's a lot and I'm sad I don't live incredibly close where I could resolve this easier in person.

Note: The attached picture is of the burger after I made it home today. Also, there were 2 pickles and I ate one of them due to still being hungry.

Perhaps someday I will get through on the phone and rearrange another future visit to get a...

I decided to test drive Freddy's in Lexington. I chose an early lunch time. All the tables were quite dirty and 6 employees were literally standing in the kitchen doing nothing. After I cleaned my own table with my own wipes (pandemic training), 1 employee came out to wipe down all the tables. All the booth plexiglass partitions and the exterior glass may have never been cleaned. The hamburger patties were thin and reminded me of either Culver's or Steak n Shake. I got a triple with cheese wrapped in lettuce. They further wrapped the entire sandwich in paper which made it very difficult to eat since you couldn't easily separate the paper from the lettuce. I finally took the paper off and it was difficult to hold the lettuce wrap without all the separate pieces falling. Eventually I was able to eat it and it was quite delicious. Now I was ready for dessert that they're apparently famous for. I went to order the Chocolate Brownie sundae which is their signature sundae only to be told they don't have chocolate custard with no explanation of would it be available in a few minutes, or ever. I left with no dessert. Now every time anyone wants or expects chocolate, you'll have to call ahead until the end of time. UPDATE: At the behest of management assuring me that problems would be addressed and that their custard machinery was just having a bad day before, I decided to give them another try. The tables were much cleaner than before. The floor was having a bad day. It was so slick that it was much safer to shuffle-skate from register to table rather than taking a chance on actually walking. I wanted another try at the lettuce/paper wrap conundrum. This time I tore the paper wrap and peeled it down from the top and was able to eat as expected. Once again it tasted great. For dessert, I ordered the Choc Brownie sundae. The brownie is under the ice cream so you have to dig a little but well worth it. They forgot to give me a cherry (1 of my favorite fruit snacks) but very good despite the omission that would have made it better. My wife ordered the turtle sundae. Two thumbs up from her and her's was topped with a cherry. Overall this is an excellent place to cool off (if you're averse to cold you should take a light jacket) and the food is excellent. They seem to be trying to work out the kinks. Suggestions to management, clean the glass surfaces - it'll raise your class level, and never let your floor get that slick again - someone will fall and that's bad...

First time here and was actually not expecting much, not from fast food! Well we were greeted immediately everyone was so friendly and the lady taking our order was sweet and very patient while we asked questions and took forever looking at the menu. The ambiance was giving me Steak n Shake vibes, not a fan of SnS but this place I’ll be back to. We got the original (#1 combo- added veggies) and the bacon original (#2) which were very good. I appreciated the flavor of the meat as well as how thin the pattys were. Being so thin allows for the edges to crisp up really nicely that was new for us but pleasantly surprised by how good that is. Love a good crispy edge! The fries were very thin and crispy, we inquired about the fry sauce and got a packet of the jalapeño it was tasty, not at all spicy, there were people ahead of us asking about fry sauce too. Hint PR: you’d sell more of it if you offered it on the side automatically and made it part of the meal, no one else does that with the burger and fries and be more appealing to have it in an open container instead of a sealed packet where it comes separated. Anyway: We also got a chili dog with onions. The meat was tasty like a classic hot dog, it’s the Texas toast-style bun that makes this! It’s thick and has a little bite to it and holds all the chili and the dog in long enough for you to eat it without turning to mush like other buns, that was a great call! Lastly, we got the brownie custard. It was put on hold so we could grab it after lunch and glad we did it’s a warm brownie topped with thick custard, warm chocolate sauce and whipped cream. This was my first custard experience too and it’s amazing, it’s like thick soft serve or frozen pudding the texture is wonderful. I have zero complaints from our trip aside from other very loud patrons with children running wild. We will be back for sure. Thank for you the great service, food,...