Culver’s

My wife and I stopped in on a Wednesday night to place an order to go. We were watching our granddaughters that evening and they wanted chicken tenders, cheeseburgers, fries, and frozen custard. We picked Culver’s mainly because they have a gluten-free bun option for my wife, and they have frozen custard which my granddaughters wanted. We didn’t have any problems with placing our order. And the person who took our order was nice enough. It also wasn’t too long of a wait to get our order. As we were being handed our bags my wife noticed that there was as a gluten-free burger (different packaging) sitting on a shelf, so we asked if that was ours. The employee said, “Yes. Sorry about that,” and put the burger in our bags. When we got to our grandkids house with the meal and started unpacking it we discovered that we had received 0 of the 5 frozen custards that we ordered. Our grandkids were disappointed that they didn’t get their “ice cream,” but we felt like we couldn’t leave to drive back to Culver’s that evening. I called the store and spoke with someone who identified herself as a manager. She said she was sorry for the mistake and that she would put some free food certificates in the mail for us to make up for it and asked my address. She said she would actually put the certificates in the mail that evening and it would be on its way the next day. Eight days later and we still hadn’t received anything in the mail. I stopped in to see if they had mailed those certificates and was met at the counter by a lady whose name badge identified her as the general manager. I believe I was respectful and calmly explained the situation to her and handed her my receipt. She first told me that food certificates are only mailed one day a month and that it was on that particular day, and that they had been out of stamps. She started to make the 5 frozen custards for me, and I stopped her and explained that I had purchased those for my granddaughters and that I wouldn’t be seeing them that evening and didn’t want 5 custards at that time. She rudely asked, “What do you want?” giving me the sense that she thought this was all somehow MY fault. I replied, “I want you to make this right.” She went and got a free food certificate and made it out for 5 kid's sundaes, gave it me and walked away. She never apologized for her staff shorting us on our order. She also made no apology for me not receiving the certificate in the mail to make things right that I was told I would get. I really wasn’t overly upset about them shorting us on our order because I know we all make mistakes. But the general manager was defensive, unapologetic, and rude. She needs a refresher course in customer service if she is going to be able to teach it to her staff.

Order was wrong but they fixed it. My daughter ordered a gluten free bun and the manager yelled at the cashier 3 times very loudly that they do not have gluten free. Then another staff yelled at a young guy trying to find things. Telling him to open his eyes. The food once correctly tasted good but the atmosphere was not good at all. Not sure I will return to that Culver's. We spent almost $60 but my daughter felt bad because the cashier was shaking after being yelled at.