Freddy's Frozen Custard & Steakburgers — Restaurant in Wake Forest

It makes me very sad to post this because once upon a time this Freddy’s was my family’s go to for burgers and dessert. Unfortunately in the last year and especially last few months this place has slowly taken a downward progression. Decided to stop by for a treat after my kids youth group and even though the posted closed time said 10, the dining room was locked and the employees inside were cleaning, this was at 8:30 pm. My husband decided to try the drive thru since we’ve seen this happen at other establishments. A very unfriendly voice greeted us to take our order over the speaker. It took her several minutes to take a very simple order. Once we pulled up to the window, it was more of the same. We waited several minutes for someone to come to the window. When they did they took our card for payment, and returned after a few minutes to say they were out of 2 of the 4 ingredients for the concrete we ordered and if we wanted anything else…no if I wanted anything else I would have ordered it! Mind you I paid for each of the missing toppings and when I inquired I was told, “ that’s why I asked if you wanted anything else”. At this point we are there at least 10 minutes and ask for a refund to which we are told (by a woman who appeared to be “in charge”) that she doesn’t know how to do that! Then I ask if they can give us a gift card for the amount we paid and they seem flustered by this too. Then the “woman in charge” throw a “free treat” card at us with no apology whatsoever for their lack of knowledge, customer service or ingredients. She says “your shakes are coming”, finally after 20 minutes total (we were the only ones in drive thru) from start to finish we are handed tiny, melted ice cream. We ordered ice creams with sprinkles, one medium, one small, we received minis and we ordered a medium concrete with toppings. The concrete alone was $8 and the two minis were $8 together. When my husband asked why the dining room was closed the “woman in charge” tells him they are short staffed and she had permission to close it. There were no less than 3 people sweeping and wiping counters and another 2 seemingly doing “nothing” plus the one in charge and unfriendly drive thru worker. More and more it seems places are using “under-staffed” as a catch all to close at whatever time, provide lackluster at best products and downright awful customer service. I really hope this Freddy’s provides some training to their current employees or maybe finds employees that actually want to work. In my experience the quality of customer service trickles down, so when the person (especially adult) in charge (especially of young adults/teens) has horrible skills, so too will the ones they supervise. To the teens working there I hope they get better experience in future places...

Now normally I love that ooey gooey Freddys burger and that to die for frozen custard. However this time it just tasted like mustard.... First I went through the drive through just for there to be no body there. I was absolutely appalled and livid due to this and trust me when I say, this was only the start of my experience at this Freddys. Now I was only going to enjoy that delicious frozen custard A FRACTION of the amount I would've if I could've just gone through the drive through. After we went inside, my youngest child Lynzee Faith, the light of my life decided to ask the kind worker if she could "take a peek of that freddussy" which I thought was a perfectly reasonable request. The front counter worker looked absolutely appalled and asked my child, Lynzee Faith, if she had eaten a batch of spoiled frozen custard. Now this really threw me over the edge because to think I would ever feed my child, Lynzee Faith, the light of my life, anything but THE BEST is absolutely disgusting to me. We both continued to take our orders and at this point I was so ready to eat my ooey gooey delicious freddys burger and get the hell out of there! However, all my hopes were flushed down the drain when my oldest daughter found this in her to die for frozen custard..... The heart eyes emoji is my least favorite and I know that they put it in there just to spite me. Overall a nightmare of an experience, I am just hoping that next time me and Lynzee Faith return on Freddys Friday the service is just the same as...

My name is Ali [31 yrs old] and I just ate here for the first time. Never had Freddy's before and during the Corona scare I was hesitant to stop by because the customer service is very lacking due to the hysteria most places, but Nicole was super kind, enthusiastic, and very helpful at the door and very professionally explained their current protocols without making me feel like I'm diseased. I say this cause Dominos left my pizza outside, and left out my ranch so I had to wait 8 min at the door to have them come out again and ask me to drop the pizza and step back again. It's just nice to be treated a healthy balance of caution and humane. I was only going to get 1 hot dog, but I was so pleased I decided to get the hotdog combo. I am very picky on hot dogs but oh my gosh it was so good. All-beef, fresh, hot, quickly made, and delicious meat. Plus, the fries were amazing, thinly cut sliced fries twice as addicting as McDonald's fries. Pepsi was well carbonated, napkins remembered. I give this a 10 out of 10 first experience. Have Nicole handle the clients cause I can tell she had tact, amazing demeanor, very upbeat. Makes you want to order more and you feel appreciated. I pay attention to the details, and as someone whose been asked to mystery shop a multitude of businesses, I felt very happy with this brief but memorable interaction. I'll be back hopefully...