Freddy's Frozen Custard & Steakburgers — Restaurant in San Antonio

This review reflects my deep frustration with a disappointing experience at the Quarry location and the lack of follow-through in addressing the issue. I hope this feedback encourages meaningful improvements in customer service and operational systems. On December 26, 2024 I placed an order at 4:30 PM using the Freddy’s app. The app informed me my food would be ready in 9–14 minutes. When we arrived at the location approximately 15 minutes later, we were greeted by a sign on the door stating that the restaurant could not cook its full menu due to a broken grill/griddle. While I understand that equipment breakdowns are sometimes unavoidable, what was unacceptable was that the app still allowed orders to be placed, and no mechanism existed to notify customers of the issue in real-time. Upon entering the restaurant, we found the staff confused and disorganized. They could not offer clear explanations or solutions, other than to say they were unable to fulfill any orders. When we requested a refund so we could order dinner elsewhere, the manager, Megan, informed us that refunds could not be processed at the store for orders placed via the Freddy’s app. I clarified that this was not a third-party service like DoorDash, but rather Freddy’s own app. She reiterated that I would need to call corporate and handed me a strip of receipt paper with a phone number scribbled on it. When I asked if the refund would be processed immediately, Megan was unable to provide an answer. I called the number provided and worked my way through various prompts, but regardless of the option I selected, I was always directed to leave a voicemail. I called multiple times, trying different prompts, hoping to reach someone—yet no one ever answered. It is absolutely unacceptable that a busy restaurant like Freddy’s has no system in place to handle these situations. The app is happy to collect money but does not seem willing to return it in a timely manner when no food is provided. Faced with the prospect of spending days chasing my own refund—a task that should have been handled by the restaurant—I drove back to the store and spoke again with Megan. I explained that no one at corporate was answering and that my expectation was an immediate refund, given that no food had been provided in exchange for my payment. At that point, Megan gave me the phone number of the district manager, Irving. He was polite and said he would attempt to process the refund and get back to me. Unfortunately, I never heard back from him. I am now in the position of following up yet again to receive my refund. To date, neither corporate nor the district manager has reached out to resolve the issue. This entire ordeal has been beyond frustrating, and we will not be dining at this location again. This restaurant appears to have bad luck, having had a fire a few months back and now this, but bad luck cannot excuse the complete lack of systems, policies, and accountability to properly care for customers. Had we been promptly refunded, or at least had someone from corporate or the district manager followed up to address the issue, we would have been understanding. Instead, we paid, received no food, and are now essentially “working” to get our money back. Freddy’s needs to implement significant changes to avoid future situations like this. A few suggestions: A system to block app orders at locations experiencing closures or limited service, much like what was done during the fire. Real-time notifications to customers who have placed orders, informing them of the situation and refund process. Proper training for employees and managers on how to handle these scenarios, including the ability to process refunds directly at the store level. Ensuring corporate customer service is accessible, with live representatives available to handle issues promptly. We expected better from Freddy’s, and I hope steps are taken to ensure no other customer has to endure a...

This is the first Freddy's I've eaten at. In about 2 years since I got cardboard in my burger. At the 6626 Blanco location next to the mall..

I have to say I think Freddy's Burgers are pretty tasty . Looking around I was very hesitant. I ordered a burger and ask for no cheese as usual people think that you don't want anything else with it. I explained that I did want my lettuce and tomato nothing was mentioned about any special sauce after looking around at the kitchen and seeing the lady with a nut pinched between a pair of pliers as they were working on the custard machine .

Certainly didn't Inspire confidence by the time the food got to us and I looked at my burger I just couldn't bring myself to eat it my dog really enjoyed it though and my wife enjoyed hers.

I guess I don't like the style on how the kitchen is set up and I don't think I'll ever forget about chomping into a piece of cardboard like you would back in the day in the school cafeteria.

Freddy's Burgers are tasty . However when it comes to trusting what you're going to get in that burger I prefer Culver's over Freddy's any day..

I was out with a couple of handicapped friends in wheelchairs and I must say that the staff really helped out a lot I was there on Friday about 5:30 and before the cook got off he took care of us and stopped before he left and asked us if everything was alright I didn't remember his name but he was kind of a skinny tall guy really appreciated his sincere concern for his product and his hospitality.

Really can't say that they put out a bad product or that any one of the employees didn't take care of what they're supposed to do basically just looks like an ugly mess behind the counter and in the cooking area and because I've had a really bad experience at a different location however it was something with their patties so it could happen at any location especially if someone's not paying attention during...

I had originally posted a five star review, but I am now updating the review. Let me start by saying that the food at this Freddys is great! It's freshly made, it's consistently made the right way, and the service is wonderful. The reason for my 3 star review is the noise level in this building is outrageous. First, since it's 2019, most people insist on talking in restaurants at unreasonable volumes, this in turn makes people at the other tables talk even louder. (This is beyond Freddy's Steakburger control) However, adding these loud people competing over each other's conversations into Freddy's steakburger at the quarry, (which is a tall building with tile floors and no carpet to absorb the sound) , the result is not being carry on a conversation with the people at your table.Now imagine all of that noise I just described , and add the employees at the pickup counter speaking incredibly loud on a loudspeaker to call out order numbers and tell you that your order is ready.The loudspeaker makes the already loud conversations even louder. This is where my issue lies and this is the reason for my 3 star review. I believe in constructive criticism so I feel like the solution to this would be to stop using the loudspeaker and mount a flat screen TV above the pickup order window. Use the flat screen TV to display the order numbers or customers names whose orders are ready. I will gladly update my review if a solution to this noise level is...