Freddy's Frozen Custard & Steakburgers — Restaurant in Tucson

UPDATE: Freddy's Guest Service Coordinator, Dawn, reached out immediately to address the issue I experienced at Freddy's Broadway location in Tucson. Although Dawn could not "fix" the problem, she owned it from the corporate level with empathy and understanding. Plus, sent a couple of vouchers for Freddy's custard. (These won't last long!) Dawn is the face of a brand that is truly about exemplary customer service. Temporarily, I downgraded my status to just a fan. Because of Dawn, I am again a RAVING fan of the Freddy's brand!!

It was Super Bowl Sunday…and almost time for the game to start. My son was cooking up a deep-dish pizza. So, I volunteered to make a run for Freddy's Frozen Custard to be enjoyed after...and headed out to the closest location on Broadway Boulevard.

Besides custard, I knew our dog, Darwin, would like a Freddy's Puppy Patty. However, Freddy's associate, Alison, had not heard of a Puppy Patty. Although I explained it's a regular menu item for a dollar thirty, without letting me know, Alison rang up my 3 pints of custard PLUS $7.79 for the single patty of meat in a box.

When I realized this, Alison and I had an exchange…first of words. Then money; I told her to refund the entire amount.

Surprisingly, after leaving a VM message at Freddy's corporate headquarters to report my encounter, I received no response. Was I too bold to suggest Alison needs customer service training? Or should be reassigned to a role that does not require interaction with customers.

Meanwhile, having already driven 4+ miles to Freddy’s on Broadway, I was now committed to drive another 12 miles to the Freddy’s on Orange Grove. Thankfully, that turned out to be a Five-Star...

I have visited several other Freddy's locations over the years, and those experiences were acceptable. This location, however, is a disgrace.

To begin with, the Google Maps entry falsely advertises dine-in service. In reality, there are only a few outdoor tables situated mere feet from the Broadway traffic. Most customers resort to the drive-thru. The employees are clearly relying on the fact that you won't see your food until you get home. If they prepared food this poorly in a dine-in setting, they would be redoing orders all day.

The burger components were carelessly thrown into the box. The way these were put together, I was surprised that the order of the ingredients was even correct. The patties were cold, and everything looked like it had exploded in the box. The chicken sandwiches we ordered were in the same miserable state—exploded inside the box and cold. No surprise, the fries were also cold.

I understand this is fast food, but this was beyond unacceptable. This was one of the worst dining experiences we've ever had. We are done with this chain. Lastly, the quality of the restaurant is apparent when you have to use marketing photos...

Hello Freddy’s! I’m updating my review and adding a star. I’ve been back several times. I still haven’t tried the chili but have tried several steak burgers and they were excellent. What really got me excited was your cheese curds. Several places in town offer them but none are as fresh as yours. They were obviously made to order. The cheese inside was totally melted and were so delicious! I bought a large order and ate them in the parking lot. The cheese in the last ones were still as hot and melted as the first ones I bit into. Some places you buy them they are barely warm inside, so you know they’ve been sitting around for a while. Great job! Stopped by for the first time two days ago. I wanted to try a chili cheese dog. They had no chili. Ummm, ok. So I got a chicken tender combo instead. Very good. Loved the shoestring fries. I will be back! I hope they have some chili for...