Culver’s — Restaurant in Blaine

So we arrive quarter of 10 in drive thru. Gavin took our order he was kind and helpful. Unfortunately after receiving our food one of the meals was missing. We hadn’t even left drive thru yet so we backed right back up to the window. When we told Gavin one of the meals was missing the GM “Tony Olness” came to tell us that the grills were off and that they could not help us. I mean we just drove six hours from WI it was late we were tired all we wanted was our food and to get home. It was their mistake not ours but he refused stating it would take 15 mins for grills to get hot and that I should have caught the mistake when Gavin read the order back to me. Well Gavin didn’t read order back and I was a passenger placing the order. Regardless not even as a manager but a GENERAL MANAGER should have been able to fix this simple mistake that happens multiple times a day at multiple locations. Tony Olness shouldn’t be a manager much less GM if he can’t descalate a situation and find suitable solutions to make the customer happy. ITS YOUR JOB BEING IN CUSTOMER SERVICE to not only provide professional customer service but to teach others. And this was just a bad representation of Culver’s and its management team. Tony doesn’t deserve to be a GM. Clearly he still needs training on front line. I’m certain there’s someone more capable of meeting the requirements of customer satisfaction at this location. CORP HAS...

I went to Culver's this week because it is National Nurses and Teachers week and it is advertised online that they were offering specials for nurses and teachers. Being a nurse, I asked what the special was and was told this location runs a special for teachers but not nurses. I then asked what the special was for teachers and was told "I don't know." On top of that I was in the drive thru and they handed me my sundae that I ordered at 6:53 PM and by the time I got my food 29 minutes later I could drink my sundae through a straw! The girl bringing the food out to the car at least apologized for the wait, but it's too little too late. The manager of this location had many opportunities to turn this really bad experience into a positive one and failed them all. Knowing it's National Nurses and Teachers week how hard would it have been to say "The sundae is on us." It would have cost them pennies and it would have made a customer happy and more likely to return at a later date. Or, instead of just saying "sorry for the wait", after 29 minutes in the drive thru, they could have said "I'm sorry for the wait and because you've been so patient here's a coupon for a free Butterburger on your next visit." Again, it would cost them very little and they would have appeased an angry customer. As it is, they did none of that and I am posting a not so great review and will not likely return to this location...

I stopped in to grab a quick lunch to go while I was staying at the Best Western Plus hotel next door. I believe it is well established that Culver's as a whole offers high quality food at a good value. What struck me today was the exceptional service of one employee. At the height of the lunch rush, Angie (I hope I spelled that right) was calm, professional and engaging in meaningful (but brief) conversations with her customers (myself included). I was particularly moved by her demeanor as the guest ordering in front of me was an elderly woman who was not moving very quickly at all. Angie made a point of not rushing her and even continued to give this customer her full attention and respect after the order was placed. Angie acknowledged that I was next in line (waiting) by making eye contact and smiling, but then gestured to me to please "hold" for one moment while the elderly woman was putting her purse away and gathering herself to walk away. I found this gesture appropriate and refreshingly respectful and I applaud her for that mindset and service mentality. Way to go, Angie! I appreciate that you were much more than transactional today, choosing to be interactional and engaging instead. Cheers to you! Incidentally, my food was brought to me more quickly than I expected and (as always) it...