Culver’s — Restaurant in Bountiful

In response to Culver’s owner:

We were even going to take the initial review down and let the horrible customer experience go. My husband felt like going out to bountiful to run some of our weekly errands and hit the Culver’s on the way home. Instead of going through the drive-thru we decided to go and place the order in person as a take out order. 3 piece Cod, mashed, NO LEMONS, two Tartar sauces and a double butter burger with no onions, no pickles and a ketchup packet on the side.

It took forever. That was fine I’d rather they take their time and get it right than rush and get it wrong. I took the food out to inspect it. Right off the bat those lemons 🍋. I like lemons but they make the fish soggy. So I dc’d them years ago. I didn’t bother tearing the burger apart. My husband was ravenous by the time I finally got out to him. He opened the packet of ketchup and opened his burger to find 2 beef patty’s with cheese. Um tomato and lettuce? Nope! The pattys were so greasy they slid off the bun. I opened my cod meal and my husband yelped, “GREASE! Heidi your fish is sitting in a pool of grease!!!” So I got on the phone. And Adam answered. The same manager I spoke with earlier. Mind you we were halfway back to east salt lake from the bountiful location. He was hardly apologetic. He offered to make us fresh food. Again we’ve actually hit salt lake at this point. I know my husband and turning around was not an option. My husband just wanted the money back for the latest debacle. Not even the first one we wrote about. Adam said the only other option was to send coupons. My husband mouth dropped. He grab the phone and hung up. “We’re just not going back EVER AGAIN!” $50 and they can’t rectify the situation? So the end of days of Culver’s. We work really hard. As do most people. We own our businesses and customer experience is everything. It can really break a business. When I have the energy I’ll send something off to corporate. Terrible to throw hard earned money and food into the...

New Comment: The owner personally reached out to me to express his appreciation for providing them feedback. I truly appreciate that level of follow-up and service.

Previous Comment:

Like many other reviews here, I had high expectations for this new Culver's Restaurant. And to be fair, perhaps too high of expectations (Chick-fil-A expectations). In addition, this was my first real experience visiting a Culver's (Drove through once and order some delicious concrete custards from the 7200 store). Nevertheless, my family and I decided to visit for dinner. First off, the ordering process was a bit confusing. Probably more my fault, but with the place being so new I would have hoped for some help in understanding what exactly they mean, when you order a Reuben sandwich and they're asking me what I want on it. I mean, I'm looking at the picture of the sandwich, I would expect that the Reuben sandwich simply come as I see in the picture. From there it took 25+ minutes to get our food. When you have a 2 and 5 year old... that is a very long time to wait (miserable really). Now, I can be patient, but I would of expected management or someone to come by and ask or explain the wait. Unfortunately, that did not happen. Though when we did get our food, it was delicious. They did forget our cheese curds, but the quickly got them to us. All in all, not quite the service I would have expected. Hopefully they can work out the kinks and the place will get much better in the time and customer service department. If I find a reason to go back and the service is better. I'll be sure to update this review. Wishing...

This is not a review on food quality, but a review on an incident that happened to me that includes both this location and the location in Spanish Fork, UT. A few months ago my wife and I went thru the drive thru in Spanish Fork where we waited for our food for over 35 minutes. Have you ever actually waited more than 35 minutes in a drive thru? It feels like an eternity. They dont even know what to do with cars that have been there that long. It was a mess. When we got our food it was good, but because of the extremely long wait, the manager gave us 2 cards, each good for a "Free Value Basket", which we appreciated. The cards had an expiration date that had already passed, but the Mgr. had crossed that out and initialed it. He said it would be good at any location, which was good since we live about 90 miles away. Today I took my free meal card into the Bountiful location and explained what had happened. The young man at the counter turned to the manager (or at least the person in charge) and asked if she wanted to honor it. After asking which location I got it from, she told me that because it was from a different location and that it had expired, that I would have to go back to the Spanish Fork location. Unfortunately, that is not in my plans in the near future. To some degree I understand her decision, but on the other hand, it sure put an awful taste in my mouth (no pun intended). To the Culver's...