Culver’s — Restaurant in Albertville

I’ve been a customer of this location for many, many years with no issues or complaints. However, my experience today has changed my opinion. I ordered curdside online as I usually do. My order was brought out in a timely fashion but the team member handed it to me through the passenger window, in turn spilling 2 custard drinks (a size large and a size small - both completely spilled out) inside my vehicle. She apologized and took the 2 drinks back inside and came back out with new ones as well as about 5 of the thin paper napkins… which were completely useless. I thought maybe a manager would come out to make things right (refund, free meal, apology etc… anything!), but nothing. So I thought oh well, I realize this was a total accident, and she was very apologetic. She is a young teenager and I didn’t want her to feel bad, I was very kind and said it was ok. However, when I got home I quickly realized what a mess it had actually made. It was spilled all over the front seat, floor, down the door, and the back seat floor as well as all the little crevices inside a vehicle. There’s no way I can physically get all of the custard out of my vehicle myself. I will need to pay to get it professionally detailed. Upon arriving home to discover how bad it was I called the location and asked for a manager. I explained what happened and that I didn’t want the team member to get in trouble, I know it was an accident, but just wanted them to be aware this happened and that it was quite frustrating. I suggested a learning experience for next time to pass food through the drivers side window. I was hoping again they would make things right (refund, free meal, again - ANYTHING!). But this person didn’t even give me an apology! All she said was “I’ll talk to her and she’s not in trouble”. Literally didn’t even say sorry for that happening or empathize at all. Completely useless for me to call. So I went online to submit a complaint and that was a hassle in itself, they ask for “more details the better” but only allow 1200 characters so I could not even state my whole complaint. I rarely submit complaints and I am a very understanding person over a mistake but the way the mistake was handled is completely unacceptable...

I went inside tonight and was greeted by the nicest Culvers employee ever. She is blonde, had a beautiful smile and happily greeted and welcomed me, helped me figuire out the best way to order what I wanted, got my order correct, AND thanked me for coming in. This level of friendliness and competency is so appreciated. This girl was obviously raised right...and also trained well by a great team. As I waited for my order, I continued to observe and appreciate the high energy employees and how well they were working to get food out accurately, with speed and precision. It gave me a feeling of nostalgia, as I remembered that this is the way that it used to be...that customers were acknowledged, staff had a great understanding of the menu to best give the customer what they might like, and customers left feeling like they got a good, quality meal and understood the cost vs value of the of the product. Thank you, to the Culvers staff for investing in cultivating and training good employees that represent your product and brand in ways that you can be proud of. It is no wonder this Culvers is so busy! Definitely the best location...

Once was great food now is not so great. As Albertvill does not have enough food places we stopped in during off hours as the wait times are out of hand during peak times. Every time we come we are more and more disappointed. This time the chicken sandwiches were sub par it was more of a deep fried chicken wafer. Kids ice cream came out melted, and the Ruben was as dry as the grass this summer. I will give it 1 star and end optimistic that they will turn it around and say at least the lobby was clean!

May 21, 2023 update. Stopped in for ice cream after driving back from up north. Took 30 minutes to get only ice cream. That is completely ridiculous. Lobby and tables were not clean and bathroom we walked in and right back out. The rest area down the road is cleaner. Not stopping here again.

AUGUST 3, 2023 stopped in since we were at the outlet mall on the way up north, and after a long wait for ice cream. We were served ice cream soup. This is the last straw for this family. No more...