Freddy's Frozen Custard & Steakburgers

This review reflects my deep frustration with a disappointing experience at the Quarry location and the lack of follow-through in addressing the issue. I hope this feedback encourages meaningful improvements in customer service and operational systems.
On December 26, 2024 I placed an order at 4:30 PM using the Freddy’s app. The app informed me my food would be ready in 9–14 minutes. When we arrived at the location approximately 15 minutes later, we were greeted by a sign on the door stating that the restaurant could not cook its full menu due to a broken grill/griddle. While I understand that equipment breakdowns are sometimes unavoidable, what was unacceptable was that the app still allowed orders to be placed, and no mechanism existed to notify customers of the issue in real-time.
Upon entering the restaurant, we found the staff confused and disorganized. They could not offer clear explanations or solutions, other than to say they were unable to fulfill any orders. When we requested a refund so we could order dinner elsewhere, the manager, Megan, informed us that refunds could not be processed at the store for orders placed via the Freddy’s app. I clarified that this was not a third-party service like DoorDash, but rather Freddy’s own app. She reiterated that I would need to call corporate and handed me a strip of receipt paper with a phone number scribbled on it.
When I asked if the refund would be processed immediately, Megan was unable to provide an answer. I called the number provided and worked my way through various prompts, but regardless of the option I selected, I was always directed to leave a voicemail. I called multiple times, trying different prompts, hoping to reach someone—yet no one ever answered.
It is absolutely unacceptable that a busy restaurant like Freddy’s has no system in place to handle these situations. The app is happy to collect money but does not seem willing to return it in a timely manner when no food is provided. Faced with the prospect of spending days chasing my own refund—a task that should have been handled by the restaurant—I drove back to the store and spoke again with Megan. I explained that no one at corporate was answering and that my expectation was an immediate refund, given that no food had been provided in exchange for my payment.
At that point, Megan gave me the phone number of the district manager, Irving. He was polite and said he would attempt to process the refund and get back to me. Unfortunately, I never heard back from him. I am now in the position of following up yet again to receive my refund. To date, neither corporate nor the district manager has reached out to resolve the issue.
This entire ordeal has been beyond frustrating, and we will not be dining at this location again. This restaurant appears to have bad luck, having had a fire a few months back and now this, but bad luck cannot excuse the complete lack of systems, policies, and accountability to properly care for customers.
Had we been promptly refunded, or at least had someone from corporate or the district manager followed up to address the issue, we would have been understanding. Instead, we paid, received no food, and are now essentially “working” to get our money back.
Freddy’s needs to implement significant changes to avoid future situations like this. A few suggestions:
1. A system to block app orders at locations experiencing closures or limited service, much like what was done during the fire.
2. Real-time notifications to customers who have placed orders, informing them of the situation and refund process.
3. Proper training for employees and managers on how to handle these scenarios, including the ability to process refunds directly at the store level.
4. Ensuring corporate customer service is accessible, with live representatives available to handle issues promptly.
We expected better from Freddy’s, and I hope steps are taken to ensure no other customer has to endure a similar

Atmosphere: 1

Food: 1

Service: 2

Recommended dishes: Fresh Fried French Fries, Burger, Cheese Curds

Please don't get me wrong. I love the steak burgers. I only went back because the started serving tater tots. I just don't like shoe string potatoes. I get there and they do not have tater tots anymore. You would think that with a steak burger you would get STEAK FRIES.
Still, I'll eat at Freddy's when I'm on a time crunch and there is nothing else nearby.

Atmosphere: 5

Food: 4

Service: 5

This Freddy’s has gone downhill… order of fries took almost 15 minutes… when we got them they were way too salty… I threw over half of them out because we just couldn’t eat any more of them… to throw out Freddy fries is borderline sacrilege!! And the place was dirty too! I had been talking up Freddy’s to my mom from Illinois & this is her impression we I finally took her there! Disappointing!

Atmosphere: 1

Food: 1

Service: 3

The food here is always great but the onion rings are perfect!

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Onion Rings

Kind of confusing to get there if you aren't familiar with the location. Staff is friendly. My first time going to Freddy's, not a personal liking by taste, but overall good first experience.

Atmosphere: 5

Food: 3

Service: 5

Yummy sundaes

Atmosphere: 5

Food: 5

Service: 5

well Freddy's steak burgers are in my opinion pretty good. I've never had bad service every Freddy's establishment I've frequented everyone been friendly and polite. The Atmosphere is nice great for a quick bite lunch or dinner.

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Burger

Quailty is falling quickly.

Atmosphere: 3

Food: 3

Service: 3

Wish I could put 0 stars. Years ago this location was great. Our recent visit was disgusting. Every table was filthy. I couldn't find anyone to clean one so I had to so we could sit down. There was no ketchup or napkins. Employee hands me ketchup from the back that was covered in something nasty and sticky. The tea bin had no cover in it. Our food was dry and tasted nothing like FREDDY'S always has. The bathroom looked like it hadn't been cleaned in days. What a sad sad excuse for a company that use to be great

False advertising, it says there is a drive thru here and there is none.

The young guy so rude in placing my order. Food good but service not at all

Atmosphere: 5

Food: 5

Service: 3

Recommended dishes: Onion Rings, Burger

The general manager here is really good at his job. The food was really good and the staff super friendly and professional.

Atmosphere: 4

Food: 5

Service: 5

The general manager here is really good at his job. The food was really good and the staff super friendly and professional.

Atmosphere: 4

Food: 5

Service: 5

Food is always fresh and delicious. Staff attentive polite and helpful. Dining room attendants always ready to grab you napkins or clear a tray after you finish eating. Top notch service and atmosphere. Grateful to these employees for keeping my lunch hour peaceful and for their service with a smile.

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Freddy's Original Double Combo, Sundae or Concrete Mini, Kid's Steakburger with Cheese Combo, Chili, Burger

The cashier richard was a good 10/10 cashier he helped me a lot when i go there and he always gets my order right and he polite

Atmosphere: 5

Food: 5

Service: 5