They are probably fresh cut. Fresh cut fries are never as good as frozen. Even if I cut my own fries, I soak them in water, then freeze them. The ice on/in a frozen fry really activates the cooking oil and gives you a crisp, airy fry. A freshly cut and fried fry is like you say--limp and soggy.
Maybe that’s it. Their fries are fresh cut. They’ve always got one person doing nothing but putting potatoes into a slicer and pulling down on a big arm that cuts them in one stroke. From there they go straight into the fryer.
If it were up to me I’d probably turn up the oil temp just a tiny bit, and cook them a little bit longer. I like a nice crispy freedom fry. Not quite crunchy, but darned near.