Freddy's Frozen Custard & Steakburgers — Restaurant in Papillion

I came thru the drive thru at 8:20pm on 10/20/2024. As much as I have ordered here. My son gets the same kind of sandwich. When I ordered I said a single steak CHEESEburger with Only ketchup meal large fries but medium drink. (Seems simply right) And a Grilled chicken meal no Bacon. Large fries medium drink. When we got our food. Made sure it was made correctly. The single steak burger had everything on it. I went in and nobody seen me at the front so I went to the side where this 19yr old boy with long blonde hair was scrubbing out a pot. I mean soap in and out of the pot and I had asked if anyone was going to help me. The guy cleaning out the pot said yah. I said I ordered a single steak cheese burger only ketchup and yall gave me no cheese and everything on it. So he yelled to the cook to make a single steak burger only ketchup. I said a single steak cheese burger only ketchup.

He goes single steak burgers don’t come with cheeses. I repeated a single steak burger with. A single steak cheese burger. He goes so a bun single steak with cheese only ketchup and tried to break it down to me as if I was slow. I’m getting even more frustrated because how complicated can my request be.

So there was a bun laid out with a ketchup on one side and a single steak burger on the other side. The 19 yr old boy that was scrubbing that pot said you have to melt the cheese on the patty. So another kid put the cheese on the burger. The guy that had them dirty gloves from washing the pot is going to grab the patty put it on my bun, pick up my burger and put it in the foil. And hand me the bag and said here. I looked at him and said I know you didn’t put your dirty gloves from washing this pot all over my food. He looks at me and just said uhhh yaaah I’ll make you a new one. I said of course you are why would you think I would want hat unsanitary sandwich. He said okaaay calm down. He washed his hands put on new gloves. And he is just being aggressive with attitude as if I am at fault like I should be upset. He makes my burger and then hands me my bag and I said thank you. He said up now peace out.

I turned around and said let me give you some advice. If a customer is coming in on the held of y’all’s fault be more understanding. The first time I was annoyed and at level of 30 percent of being upset. But when it’s a 2nd and it’s clear evidence that you was touching my food with your chemical hands. ( then my husband comes in asking what’s takin so long. I told him) and went to finish sayin that you don’t make the customers feel like they are at fault. You put yourself in their shoes and understand why they are frustrated. The 19 year old kid is going to say well it’s fast food. So apparently fast food gives me the reason for employees to not care for the health and well being of customers. I literally lost my mind, and left to wonder if the guy is making people’s food what else he don’t care about. I just know I’ll be goin in for now one and making sure he is not...

I went to this location after a long day at work. Wanted to get my pup and I a cold treat to share. Pulled up to the drive thru a couple of minutes before 10. There was a large group of people walking out of the seating area inside. I pulled up to the speaker box and waited. No big deal. I know a lot of places are having staffing issues right now. So, I continued to wait. A few cars got in line behind me. Still nothing from the speaker. I waited a few more minutes before pulling away. I drove around to the window, maybe to see if I could get someone's attention. There we three guys that I could see standing inside, chatting with each other. So, I figured that I would get back in line, maybe they were busy with something. As I pulled around I could see another person cleaning the dining area condiment stand. I pulled up behind the two cars that were behind me and put my car in park. The car at the speaker sat there for about 5ish minutes before pulling away. The next car pulled up and she waited for a few minutes. No voice ever came through the speaker to say they were closed or anything else. After that car pulled away, I pulled up for the second time. I waited for a few minutes before pulling up to the front again. A guy had pulled into a parking spot and was trying to go in. He looked at his phone after unsuccessfully trying to open the door. I assume it was to check the time. Finally an employee came to the door to tell him that they had to close early because they were short handed.

Now my frustration comes from the fact that they just let people sit at the speaker box for 30 minutes with no attempt to tell them that they had to close early. And if they were short handed, they sure had plenty of time to hang out and chat while one person cleaned up the dining area.

At the end of the day, I didn't need a custard, I just wanted one. But I will never visit this location again, because the night crew obviously doesn't know what...

Edit 2 update: original person said they would send $50 gift card, district mananger only sent (qty. 4) free burger cards worth about $15.00…

Edit: Update: District Manager Travis Ingwersen reached out and rectified the situation, thank you.

Late April 2023: I went to Freddy's a few weeks ago for lunch. I brought the meal home and began eating it. I found that I was chewing on a black long hair. I looked at the burger further and found another black hair in the burger.

I called to speak to the manager to let them know. The person who answered the phone call stated she was the manager. I offered to send her a picture of my burger and the hair, but she declined as she stated "I know what the problem is, I am looking at it", whatever that meant.

She offered for me to come back to remake the meal, which obviously my appetite was lost because two long black hairs in my meal is disgusting. I get that accidents happen, but not with hair in your food as there is obviously sanitary precautions not being taken.

She offered to send me gift cards, where the highest she could send is $50.00. This seemed like a terrible consolation for the disgust, $50.00?. I said fine, gave her my address. 3 weeks have gone by and I have not received any consolation.

The whole conversation and the consolation seemed extremely unprofessional & inadequate. Not what I would expect from a manager in the fast food industry dealing with unsanitary practices and then not even getting the gift cards is even more frustrating.

I've deleted the disgusting hair-in-burger picture off my phone as she said she didn't need it or I would've...