Freddy's Frozen Custard & Steakburgers — Restaurant in Surprise

Review updated from 4 to 5 stars due to great customer service experience. Had been a long day and picked up Freddy's on the way home. I quickly glanced in the bag before driving away and looked like it was right (correct number of boxes). Got home and as I pulled out the food for the family, discovered the sandwiches were completely wrong. Frustrated that I had to leave the family waiting for dinner and go back, I went back in and explained to an employee. She immediately apologized and said she would remake the order promptly. She not only provided the correct burgers but the fries too. I told her we didn't need the extra fries, we had gotten those already, but she said their policy is to go ahead and replace the whole order. Furthermore she also gave me two coupons for free combos on our next visit. I was impressed, then as if that weren't enough, she also offered a custard as an apology for waiting for the food again. What a great way to handle messing up an order. We often go to another nearby restaurant and when they mess up an order (which they do far too often) and I have to do that very frustrating drive back to have it corrected, they just replace the missed item and leave it at that. No offer of anything further in recompense like Freddy's went above and beyond in providing. Wonderful customer service. [Original review below] Good burgers, but I feel they overcook them often. Delicious fries, get the fry sauce - that's good too. I picked up some of their special seasoning to add to my own fries and...

I’m giving one because I was there yesterday 6/9/25 and I was having a pretty bad day so I went to get some food and ice cream. I went through the drive through. The customer service was good but I ordered a Patty Melt meal, and then I ordered a mini vanilla concrete with m&ms. It said it only came with 1 topping so I asked how much to add caramel. The lady said it’s $1 extra so I said ok. So it should have been a mini M&M concrete with caramel. I got my food, grabbed the ice cream and then drove home. When I got all the way home, after eating I went to eat my ice cream and it was a whole peanut butter shake. I was so upset! That’s not even close to m&m/caramel. It looked a bit yellow to be but I thought it was just because it was all mixed up with caramel. But thank God I’m not allergic to peanuts because that would have been all bad. Employees just Need to pay closer attention to detail please!!! Especially if a customer is paying extra for something and doesn’t...

Went to Freddy's Last week my wife went through the drive through when she got home the order was severely WRONG ! We ordered 7 chili cheese dogs and 2 chili cheese fries. Needless to say I took the order back. MIND you they were slammed busy. As soon as I entered the door the manager was already waiting for me already was aware of the problem I asked why and what happened ? I hate putting people on the spot as I've been in that spot before! However his response was spot on " I don't have an answer we messed up as a team" The manager then replaced my entire order with an extra bonus in the bag. I was floored by this gesture and will continue to come to this Freddy's Location which happens to be litterlally across the street from my neighborhood. This manager here male approx 5'9 bald always professional jumps in with his team when needed expedites. Staff definitely reflects the leadership with their professional attitude...