Freddy's Frozen Custard & Steakburgers — Restaurant in Provo

I visited Freddy’s at the Provo UT location on 2/16 at 7pm and had a very disappointing experience.

My husband and I have been coming here since the restaurant’s opening in October, and each time the experience has been worse and worse. At first we thought it might be due to the new restaurant and staff, but now we suspect it may just be staff under-training or incompetence.

At 7pm I went to order our food for take out. I originally had tried ordering on the app, but the coupon for a mini sundae could only be redeemed in the store. I ordered 3 bacon cheese burger combos and upgraded to a mini sundae/concrete for each and a kids meal. The cashiers name was Nicolas. Upon receiving the $80 total I was shocked and stated this wasn’t correct because the app had priced the same order for $54.95. I showed him the same order on the app and he began to look confused. We decided it may be in part to the regular sundae/concrete upgrades instead of the minis. So he changed the order to what I thought was 2 bacon double cheeseburger combos with mini concretes, one bacon cheeseburger, one mini sundae and one kids meal. I discovered this was not correct.

After paying and reviewing my receipt, I discovered I was charged for 2 bacon cheeseburgers, 2 bacon cheeseburger combos with mini concretes, 1 large fry, and 2 mini sundaes. I was over charged $16 for an extra burger, fries, and a sundae that I did not request.

I had my husband go speak with a manager to request a refund for the incorrect charges. The manager apologized, cancelled the extra food, and went to the back and returned with a coupon for a free combo meal…but no refund . When my husband realized that was all the manager intended to do as compensation he again requested a refund and was told that a refund wasn’t possible. So we agreed to the extra food, which we didn’t want but we were getting charged for and went home. Unhappy and a good twenty dollars poorer.

I’ve never heard of a company not offering a refund for an incorrect over charge. It should have been an easy fix: cancel the extra food, refund the difference. I am very disappointed in this experience and ask for a restitution.

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Update. Freddy's Customer Service got in touch with me and gave me some vouchers to make up for the poor experience. I've since gone back and the food was really good. The service had improved drastically. I'll be returning in the future. Updated to 5/5 stars instead of my original 3/5.

Original Review

The food we ended up getting was good and the only reason for the 3 stars. The problems were none of the items we ordered were correct.

I ordered a 5 piece chicken tender meal and my brother ordered a Jalapeño Pepper Jack Burger meal. My mother ordered a double burger which I had a free reward for. After I paid and wasn't handed a cup I asked the cashier "doesn't this come with a drink?" She replied no but gave me one anyways. In my mind I was like "that's weird but oh well". She also had me scan my reward (twice).

When I got my food I only got my tenders, no fries. It was then I checked my receipt and found that she only charged for the tenders and not the meal even though I asked for the meal and repeated that i wanted the meal twice. I went back up and asked if I could pay for the difference between the tenders and the price of a meal and she said I could just order a fry. Not wanting to point out the now dollar extra I was being charged for buying things separately I just paid and sat back down.

I looked at my my mother's meal on my receipt and her double burger (that was to be paid with my reward) was charged and my reward was not redeemed. Even though it was scanned twice.

Now surely my brother's meal was fine. Nope. They gave him the french onion burger instead of the Jalapeño. Once again we looked at the receipt and sure enough she'd put down the french onion burger. So we couldn't go back and say they screwed up that burger because according to the receipt they were right.

They get 3/5 only because the food was good. The service sucked and gets 0 stars and they managed to get everything wrong. Whatever you do if you go here... make them read back everything and even then check the receipt immediately. Don't trust that they got it right. We'll see...

“We would like chili cheese fries no onions and a Dr Pepper please.” “Okay. A chili cheese dog. What else?” “No. Chili cheese fries please.” “Oh. Okay. And what side” “…cheese curds?” “Okay. That does come with a side. Sorry” “That’s fine. Just the chili cheese fries no onions and a Dr Pepper then” “Okay”

Yeah so we got fries with ONLY cheese on them. So we went back after getting home and explained the situation to them, plus ordered a sandwich. They told us they could take the price of the fries off the sandwich.

“okay so a spicy crispy and fries will be $8” hands card “That was the chili cheese fries no onions right?” “Yeah.” hands receipt “This doesn’t show chili cheese fries.” “Oh yeah. I’m not a manager so I can’t do that.” “Can you please give us the chili cheese fries no onions?” “Let me check with the manager checks yeah we can” “Thanks”

We pulled up to the second window. We were given the sandwich. So we explained again

“Yeah well no one told me to make them so…” “Please can you make these. We came all the way back here and were told we could get them” angrily “yep”

Guess what we were given? Chili cheese fries with onions. Not a great first experience but a great last...