Freddy's Frozen Custard & Steakburgers — Restaurant in West Chester Township

We went through the drive thru and waited on our order for 10+ minutes. Upon receiving our order, our tots were missing. We waited in the drive thru for our tots for an additional 5+ minutes and left the drive thru to check the rest of our order so we weren't holding up the line. By this point, everything else (two burgers and fries) was cold. When we checked the order our double burger was incorrect, despite the receipt being labeled correctly, so I went inside to get the burger corrected. No big deal, I understand mistakes can be made. I asked if the rest of the order could be remade as well since it was ice cold by this point, because we had been waiting 25+ minutes now for our "fast food".

Grace, who said she was the manager, told me they would correct the burger that was wrong (despite picking through the rest of our food with her hands), but that they would provide no discount, refund, or further remakes for temperature or quality unless I just wanted a refund for everything and would leave. I told her that was an odd way to handle multiple mistakes they made, especially the amount of time wasted waiting for them to be corrected, and she told me it was company policy to serve cold food if they messed up an order (multiple times) unless a customer wanted to just take their money back and leave. I asked for clarification, because of how odd of a "policy" this is, and she said that it wasn't their problem if the food was cold from waiting for their mistakes to be corrected. Absolutely deplorable customer service.

I always try to approach situations like this kindly, because I know food service can be stressful, but Grace was immediately rude to me for bringing in our incorrectly made food to the point that she didn't care if Freddy's lost a customer. I'm also really surprised Grace is a manager because the last time we saw her in the drive thru a few weeks prior, she complained to us that she didn't want to be there because she was supposed to be off 30 mins earlier, which is an odd thing to dump on a customer, but we chalked it up to her just having a bad day and being a regular employee.

Really disappointed in Freddy's supposed policy about not taking care of loyal customers, really disappointed that this location allows managers to be overtly rude to customers and tell them not the eat there unless they'll accept cold food and mistakes. I'll be deleting my Freddy's loyalty rewards and avoiding Freddy's in the future. There are far more fast food restaurants that care about customer retention and have friendly staff that work under the same fast-paced, customer-driven...

EDIT: the "response from the owner" is infuriating. I FILLED OUT THE FORM TWO WEEKS AGO AND NO ONE BOTHERED TO RESPOND BECAUSE NO ONE ACTUALLY CARES.

I attempted to pick up a mobile order from Freddy's around 9pm on Friday, September 13th. From the moment I stepped inside the restaurant, which was enveloped in a smoky haze, I was horrified. Every surface was sticky, floor to ceiling. Employees were flustered and bickering at each other. When a manager finally noticed a soda spill in the middle of the floor, she called for someone to bring a "wet floor" sign and went outside for a cigarette break while customers waited impatiently for their orders. I watched who I assume was a trainee make 4 or 5 dessert items, after which a manager nonchalantly suggested "don't forget to run those under hot water first" while walking away.

I was inside for approximately 20 minutes waiting for my order, and not once did an employee acknowledge my existence. One employee stopped making desserts for several minutes to help the cashier assist a customer having a problem with her mobile phone. Another employee took a personal phone call and then argued with an acquaintance in the restaurant area. A few minutes later she gave this acquaintance a giant bowl of spaghetti (??) and yelled at him to go home. I admit I am not familiar with Freddy's spaghetti policy, but I don't believe it can be found on Freddy's menu.

After watching this horrific scene unfold and my order nowhere in sight, I decided to leave Freddy's without my order. I admittedly did not ask for a cancelation/refund in-store, as I did not believe anyone working that evening would be capable of such a feat. Instead, I completed the survey/feedback form I received via email, but did not received a response. I followed up via email and did not receive a response. I then followed up via Facebook messenger, where I was told "We have reached out to our Management Team to follow up on this." After several more days without a response, I followed up again via Facebook messenger and was told "We have followed up with our Senior Management Team about this."

The entire experience was equal parts disgusting and...

NEVER EVER EVER AGAIN! This is the absolute worst experience we have ever had at a restaurant by far. The order was for $72.00. We arrived at the restaurant to pick up our order. Immediately at the entrance the place was full of smoke so it was already uncomfortable. My wife was looking for our order, but no one was up front to help her. She waited a few minutes, before a young girl noticed her and when my wife asked for the order the young girl had an attitude, and was ripping receipts in the back with anger and frustration. She gave my wife the cups for our drinks, and slammed them on the counter. When my wife went to fill the drinks there was no ice. My wife asked for a carrier for the 5 drinks that probably should have been given with the 5 slammed cups. The worker was not happy that she had to retrieve the carrier as she rudely rolled her eyes and did not say a word while shoving the carrier on the counter. The facility was a mess. Very dirty. garbage fool, tables dirty, the back was equally as filthy. No apologies, no thank you. The worst experience ever. We got home, and the food was nothing special. Under portioned fries, along with cold food. bags had grease stains, and did I mention no ice in the drinks. We will never go back to this Freddy's again, and most likely will not return to the Brand again. The team on staff should be ashamed, and some type of progressive discipline is in order.

Of course, the link that was sent by the owner in response to this review to rectify the bad experience does not work. What a poorly...