Freddy's Frozen Custard & Steakburgers — Restaurant in Shiloh

You know I love me some sweets. Freddy's is my go to for my PBC&B sundaes.

This is my second time at this location. Both times have been underwhelming with service. Seems to be new hires with not enough communication with more experienced workers or managers.

My 1st time ordering from this location. I had a massive craving for a PBC&B sundae. So a ordered double banana and Reece's. When I receive my sundae I realized there were no bananas and some yellowish liquid in my sundae. I walked back up to the counter and asked what was the substance in the sundae and I'm missing banana's. The person was under the impression that they were completely out of banana and that was a banana flavor placed in the sundae. Another employee approached and noticed the situation and with their guidance showed the employee where the bananas were located. Lucky enough I was able to get some bananas in my sundae that I was craving so badly.

My 2nd time. I ordered another PBC&B sundae. I was the only one in line. And no one after me. I noticed my sundae was made pretty quickly. I do not like cherries on my sundae. It's a give away it was mine that was prepared. I noticed the employee holding it and walking around with it. From the drive through to the front a few times and checking the screen. I walked up and let another employee know. I believe that's my sundae. They asked me to sit down and wait until I was called. Then stating it could be someone else or drive thru. I do understand. You don't want people coming up assuming that's their order. But after seeing this go on for another 3 minutes. The employee needed help and guidance and no one helped. They finally were able to find out it was my number and called me up.

This is unacceptable. The inexperienced employees seem motivated, fast and kind. They need more guidance and help along the way. It is affecting the service of this restaurant location. I'd like to see more help from other staff members. Especially when we're working with fastly perishable foods. I don't believe I'll be coming back to this location. Encourage staff to ask for assistance or help. I believe it will...

I was at Freddy’s about 40 minutes ago and my friend slipped and fell due to a leaky freezer that was sitting unplugged along the wall. The leak left a puddle that was not marked with a wet floor sign. She fell so hard that her phone flew from her hand and at least 10 feet across the restaurant. I almost slipped in the same area shortly afterwards, but she was able to warn me before I stepped further. She asked for assistance and nobody cared. She had to speak to several staff members just to get help and then finally someone called their GM. They gave her a plain sheet of paper and a sharpie to write down her statement and info as opposed to giving her an incident report. I’m so disappointed that my friend got hurt after we just drove in from out of town. Now she has to limp with a sore, bruised knee for the remainder of our trip.

In the midst of all of this happening, I waited 10 minutes for my concrete to be remade since they messed up. I had to speak to 3 different people for progress to be made. The staff all looked to be high schoolers, so I recommend retraining all staff and hiring an experienced, higher level staff member/manager to work late shifts with young adults. If you value your safety and want to feel like a valued customer, please DO...

So I love Freddy’s. And I will say that today, I just got off a hot sweaty shift at work that closed on a nasty note. I’ve always loved Freddy’s; their fries are amazing love the burgers, shakes are great. I have two complaints, one major. The drive through always takes forever. I work in food service and I understand staffing shortages, but I have never waited less than 20 minutes in that drive through. Today, I bought myself a shake, started drinking it as I drove home. When I got to the bottom I found a plastic shard from a broken knife in my mouth. I don’t want to make a huge deal out of it because I am obviously fine, but combined with the atmosphere inside and the lack of attentiveness I have received from staff, it’s gotten ridiculous.

Edit to include experience today (2/17/25) Floors absolutely greasy, my feet were actually sliding, an employee swiped food bits and trash onto the floor of the kitchen, which was littered with trash and food. Counter tops and tables were greasy and gross, trash in the booths, under the tables. The counter by the drink machine was not stocked, not clean. I was actually unsure if I wanted ketchup bc the container that held the little cups had dried crusty ketchup all over it. Seriously, a scrub of the floor...