Culver’s — Restaurant in Alcoa

Store mngr Emma & store owner need remedial training in following up in a respectful manner, when dealing with a dissatisfied customer. Simple issue of not having a concrete mixer made to size usually ordered and forgetting to add strawberries to a “ strawberry mixer.” Simple solution would have been , “ we’re sorry about that sir and will make you a new one.” As opposed to getting an attitude from the girl who made it incorrectly and the store mngr stating “ so your complaint is that you didn’t get enough strawberries?” While a male co worker was standing behind her smirking at us. Corporate was notified as store manager refused to give us general mngrs contact info, after initial call was answered by a young make pretending to be the store manager and refusing to id himself to us.After being out on hold ,Put on previous manger with attitude Emma further refused to provide name or contact info of general manger and said our info would be relayed. It’s been four days and no follow up even after contacting corporate who advised complaint would be passed to owner ( Ron) Not surprised when it’s a bunch of kids making shakes and burgers for a living and acting like 8th period study hall. Better group work at Knoxville location that got a previous order wrong and corrected it with no issues which is what you do in the food industry. Laughable from the owner to the current store manager and it’s obvious “the apple doesn’t fall far from the tree” when it’s comes to this locations accountability , in dealing poorly with a customer issue or poorly prepared order and zero accountability or follow up from the owner. In the end it’s all about profit and next time we’re there , it’ll be recorded as we’ll likely get an attitude and will attach to post for all to see including corporate ,so beware kiddies as to who you disrespect. Only worker to get a pass was girl at order window of drive thru who did admit the size was a scoop to small and apologized. May wanna consider...

Edited to reflect most recent visit 2:35:36 PM 10/13/24

Came in during apparent shift / staff break change. Not busy, only a few customers in lobby. Ordered 3 senior cups of flavor of the day frozen custard at 2:35:36. All the people ahead of me receive their orders. Evidently a new 'scooper' came on shift and was left with no product mixed. After a little more than 5 minutes after ordering, I see and hear the 'scooper' annouce the bucket was empty. A couple minutes later, someone else starts the mixing machine (the 'scooper' told that person they thought they weren't supposed to turn the machine on.) Still a few more minutes and I was asked what I still needed by a cashier, I told them that I was more than 10 minutes waiting for three cups of their special flavor.

I have left nothing but good reviews and had great experiences at Culvers across Missouri and Tennessee, until today.

This Franchisee needs to work on training both their front-line workers and front-line shift leads...

One final note, whole I was waiting I witnessed another customer (a Boomer, like I am) who had a complaint about some type of twist or knot ??pretzel?? telling an apparent supervisor about their complaint and that they would not be coming back. Initially he was just told that they were sorry he felt that way, but the portion he had received was correct. Not certain of the final outcome of that interaction.

10/4/24 review : Great food friendly...

First time trying one of these restaurant's a probably be the last. What a experience so we went through the drive thru and we had a couple of questions about how to order if there where ways to make combos and so on. The girl that took our order was so hateful and we even told her again we had never been to one of these. She said look at the sign a read it. I was like ok I see the shirmp plate can be a combo so can the burgers be done as pne also she was like NO everything else is purchased separately. So we ordered still just to try the place out and we pulled up to window she snatched the money out of my hand and then gave me a little square paper with a number like a sticky pad so I'm looking at it trying to get her attention again to ask her what I do with this she never came back over so finally a boy came over and explained it to me to go pull over to the curb and they would bring orders at by the number they gave and ask me if I would please just stick it to the window and I was like ok. The girl that day was very rude but it is what it is the food was not the best I've eaten and I've reviewed better place. And for what we got was almost $40 was a kids meal corndog 6 shirmp fries onion rings a roll a burger and a small fries and 3 small...