Freddy's Frozen Custard & Steakburgers — Restaurant in Williamsburg

This was by far the worst customer service I have ever experienced. I'll go ahead and explain why I feel this way. On 18 February 2023, my family and I came through the drive-thru. We ordered two double cheese burger combos along with 2 kids combos. We waited 30 minutes just to get to the window after placing our order. When we got to the window, we found our order was missing one kids combo. I told this to the cashier, she just looked at me and stelated "well, I don't know". I responded saying "what do you mean, we need the additional kids combo we ordered". She continued as if she did not care. I asked for her name and she told me, "I can't give that to you" and shut the window and walked away. I tapped on the window multiple times because the issue had not been fixed yet. After waiting and tapping on an empty window for 7 minutes, I pulled into a parking space and proceeded to go inside to speak with a manager. When I got in I spoke with the manager. I told him what happened, and I asked for the cashier's name, he told me her name. He began to make the additional kids combo I was missing. When he went to fill the drink which came with the combo, the manager and the cashier were smiling and laughing as if it were a joke. I told the manager that my problem was not the order being messed up but that it was the way the cashier handled my issue and decided to walk away while I was trying to find out her name so that I may write this horrible review. Ricco said there wasn't much he could do about it. The manager was very incompetent and should not hold his position if he is unable to correct poor customer service. This is unbelievable and unacceptable. I was disrespected for an order they had messed up nor did the cashier try to fix it. I will not ever return to this establishment nor will I ever recommend this...

I swear every time we go here our order gets messed up. The parking lot is a nightmare to exit too. Sometimes the food is fresh and its really good. But other times we go and the fries taste like they've been sitting out for a while. The food is tasty but when we order to go there is always something wrong with our order. Sauce we ordered is missing, toppings are missing, the whole appetizer like chicken tenders is missing. And yes we were charged fro it. So now we have to go through the trouble of driving all the way back or calling to explain they once again forgot our stuff. This time they forgot the lettuce and tomatos and pickles on one, forgot the pickles which we said extra pickles for on 2 other burgers, and completely forgot to give us our chicken tenders. But at least this time we got the sauce cause the other few times we ordered it we didnt get it. The food is good when fresh but im sick of missing whole portions of our order. And now someone in my household has to call again. This has happened multiple trips months apart. It keeps happening. Idk why we go back but this is the closest freddys. Check your take away bags before you leave the property. This is like the 3+ time we've had to call and explain what we're missing. Every time someone in my household has to call and/or go back and grab the missing stuff by driving all the way back over same day...

I want to start off by saying I work in food service and I know there will be a wait for my food. Now that being said after a 50 minute wait for my food and all three of our entrees are messed up. I didn’t bring it up to management in store because I didn’t want to wait another 50 minutes for it to be fixed. My son asked for no mayo and guess what he got, mayo. I asked for onions and guess what no onions. The best for last my husband ordered a number 2 and got a bottom of a pretzel bun and a regular top bun and his fries were cold. Food was edible and we did eat it. The thing I always tell my new employees at my food service job is remember what it’s like being on the customers side of the counter. They would rather wait and have their food made correctly than get their food quick and it’s made wrong.(I work at a sandwich shop so the customer can see us make their food. New people get nervous and try to go too fast and make mistakes.) Not sure if or when we will come back. I know it was busy and like I said I don’t mind waiting but I don’t want to wait for incorrectly...