Freddy’s Frozen Custard & Steakburgers Customer Service FAIL

Freddy’s Frozen Custard & Steakburgers
4675 W Charleston Blvd, Las Vegas, NV 89102

Recently, I’ve been seeing ads for “Freddy’s Frozen Custard & Steakburgers“, and the photos of the food looked amazing. So, I finally decided to try them out, and found the nearest location near me in Las Vegas. They close at 10pm, so I had plenty of time to get there.

I got there at 8:47pm, on a Tuesday night. There were two cars in front of me – one at the speaker box, one car behind that person, then me. It took longer than expected just to get to the speaker box, but I finally made it. It took me a minute to look over the menu and decide what I’d like to try. Then I waited for an employee to say something on the speaker. Another minute goes by. I figure they’re just busy, and I don’t want to be one of ‘those people’ yelling at the employees. I know they’ll eventually say something. ANOTHER minute goes by. There are now 3 cars behind me, and the cars that have ordered before me have pulled around the building. So, I finally call out, “Hello?” Nothing. I say hello a few more times. Another minute goes by. I keep saying hello. Nothing. I think… ‘Are they closed?’ They can’t be… the building lights are still on; the menu board lights are still on; the order screen is still on; and there a big sign below the menu board that clearly says they close at 10pm – and – other people ordered just before me.

I think I spent 4 minutes at the speaker box, waiting for someone to come on, when I finally figured their headset must have died, or something with the speaker broke, so I decided to pull around to the window to place my order. I get there and wait for about 30 seconds before someone comes to the window… and they just point to a poorly written sign that says “DRIVE THRU CLOSES AT 9PM!!!!” I try to tell the employee that I’ve been waiting in line since 8:45 (I was wrong, based on looking at my Google Maps history… I actually got there at 8:47.) She didn’t care. She literally said “We go through this every night! The drive thru closes at 9! We took our last order at 9:02!”

Wow. First… WHY are all the lights, menu board, and order screen still ON after 9pm? Second… if they ‘go through this every night’, WHY don’t they put up signs AT the drive thru? OR, why don’t they send someone out to put up a cone blocking the drive-thru? OR, why don’t they SPEAK to a customer who’s sitting at the speaker to tell them they are closed?! I ASSume that it’s just the manager and employees at the Charleston Blvd. Freddy’s location, and not ALL locations that give this bad of customer service. BUT, it doesn’t matter. I won’t be going back there, and I hope others consider NOT going there either, if this is how they treat people who try to give them money.

As soon as I left the Freddy’s Frozen Custard & Steakburgers employee at the window, I pulled back around the building and got in line (again) and recorded this video to show exactly what I (and every other customer) was seeing. After going through the line again to prove the lack of signage and bad customer service, I pulled right next door to Raising Cane’s chicken, and grabbed some food.