Freddy's Frozen Custard & Steakburgers — Restaurant in Streetsboro

Headed to the drive thru on the evening of 12/14/21. Zero cars in front of me. Placed the order and pulled around. I waited patiently after paying (transaction time on my receipt was 8:23pm). After a few minutes I saw an employee bring a bag of food and place it on a table next to the drive thru station. I watched the girl at the drive thru counter walk past it several times. I checked my clock, 8:26pm. I watched the girl at the drive thru walk past it again several times. She appeared to be looking in a black binder, which was directly next to the bag of food, and holding a sharpie in her hand. Having restaurant experience, I assume she’s checking off side work for her shift. I watched the car behind me pull out of the drive thru line and drive away (assuming he was upset about the wait?). I watched the girl again walk past the bag of food sitting on the table. 8:31pm she picks up the bag and goes to hand it to me. I ask, “Are you serious? That’s been sitting there for several minutes.” (For those thinking 5 minutes isn’t long, shoe string fries get extremely cold quickly and a burger not wrapped in foil has a tendency to lose heat quickly as well.) The girl explains that she was taking food orders. I tell her, “it would have taken 10 seconds to grab that bag and pass it to me out the window. I’d like to speak to the manager.” A woman walks over and I explain to her how the girl walked past the bag several times over the course of the five minutes and I no longer wanted the food as I’m sure it’s cold now and would like a refund. She told me that they were very short staffed like everyone else. Had she actually listened to me, my complaint wasn’t about the wait for the food to be prepared. My complaint was about the food being cooked and sitting within my view for several minutes getting cold on the counter. Another woman comes to the window, sticks the bag out and says, “Here you go.” I explained again that I didn’t want the food, just a refund. She told me that she cancelled the transaction and the food was on them, which was a nice gesture, but I was correct that it was cold and not even enjoyable. I asked for a receipt as proof of the refund. I was told that wasn’t possible as their system doesn’t allow for it. Or some level of reasoning as to why I could not have verification that my card would indeed not be charged. Maybe that’s possible? But I’ve worked with several different credit card machines and point of sale systems and there is a way to process a refund receipt for all of the ones I’ve worked with in my experience. I’d challenge the management / ownership to review the cameras and count how many times the girl at the drive thru counter walked past / went right next to that bag of food sitting on the counter and looked at her black binder while it sat there. I counted 6. And I’ll be monitoring my bank statement extremely closely watching to see if that charge, which is currently showing a payment being processed,...

I was excited to go to Freddy's in Streetsboro as I'd gotten food from this location 3 times before and had been very happy each time. I was especially excited this time as they had a new pretzel burger that I had been looking forward to trying for a week or so. I went through the drive through and ordered my wife a spicy chicken and cheese fries and myself the pretzel burger and chili-cheese fries. The server told me that unfortunately, they were out of pretzel buns and that they would have to substitute a regular bun instead. Not a super big deal, I get it, but that was disappointing.

Next came waiting in the drive through line behind only 3 cars for over 10 minutes until I got to the window. The server took my money and gave me a receipt. After 5 minutes waiting and many cars behind me just drive off, someone else came to the window and asked for my receipt back to make sure the order was correct, which I VERY much appreciate them asking instead of getting my order wrong. He leaves with my receipt and 5 minutes after that, the original server came back stating that they had a "issue in the kitchen" and to please pull around to the parking spaces in the lot. I did so and waited another 15 minutes before the server came out with my drinks. He asked me, "You got your food, right?" I told him that I did not get my food yet and he apologized profusely stating that he told someone three times to make my food a priority and that he would get it to me as soon as possible.

As I continued to wait another 20 minutes for my food, and 30-odd people came and went from the restaurant, I found that the drinks I had ordered were absolutely disgusting and undrinkable. The Starry was worse than just seltzer water and the Dr. Pepper was flat and awful. When the server did come back, he had cash in hand to fully refund my order, he told me that he was very sorry for what happened and that he threw in a bunch of free food as well. I appreciate that he understood how waiting for about an hour warranted refunding me and throwing in extra food but it's just ridiculous waiting an hour for "fast food". If I wasn't such a patient and understanding person, and because I was looking forward to that limited edition burger for a week, things would have gone very differently inside the restaurant.

Of course, once I got home I found that while I did get a bunch of random burgers and sides, I didnt get my chili-cheese fries, my wife's cheese fries were sad and old, and my wife's chicken sandwich wasn't the spicy kind. After all that, I would have just appreciated receiving what I actually...

This was my second visit there. The place was busy they had a bus of kids come in. However it was very slow to get through the line. It could have been more organized by the manager to have gotten people through the line faster. Food was good however I had to have my hamburger remade because the middle was pink and it was not cooked all the way through. Kind of ruined my appetite but the manager fixed it right away without any question. The manager identified himself as the general manager with no name tag on so I have no idea if he really was the general manager or not. None of the staff really had name tags on. Which in my opinion as a former fast food worker I don't know if they're doing that now or not because of how things have gone over the past couple years. The manager preceded to tell me that he had only been there about a month and that he'd been promoted because he was in school for business management. He also informed me that he was there because he was trying to get the storage to perform better and that they had bad reviews. I don't think that that is something that he should have told a customer that you know they've had bad reviews. Or that he is new to his position. It totally made him look like he had no clue what he was doing and that he had no business being a general manager. Even if you do have a customer that has an issue you want to keep it friendly but if you have issues you don't want to tell those to the customer. It made me feel like the place is going to fail. And I would not recommend anybody getting hired there because he also said that their Strongsville location where he came from was only open to the drive-thru because nobody wants to work anymore. As a customer coming in and somebody who could have potentially been an employee or you know cuz you never know who you're going to talk to. That would be very off putting to me. I think all in all that that manager needs more training before he's put on the floor to talk to people. His inexperience is going to translate to the employees. And I think in the long run it'll be detrimental to the running of the restaurant even if you really does know what he's doing. He made himself look like he did not.and also by telling me the negatives about what's going on with the restaurant it doesn't give me confidence that they're going to get things right...