Culver’s — Restaurant in Carmel

We're regular customers at the Carmel Culvers or when we're on a trip. We ordered two fish sandwiches, and were disappointed with the large onion rings as the box was large but quantity of rings was a small size; we make our own French fries when ordering carry out at home as the Culvers fries are not even comparable to Mickey'Ds fries and obviously frozen, dry and bland. Wish they had seasoned fries or sweet potato fries. My husband ordered a concrete mix frozen custard with peaches and (Hershey) heath bars but was told they didn't have the Hershey as shown on the website, and got dove instead and it was grainy, 'muddy' and visibly unappetizing and the peach was hardly visible in the murky mix. When I called and requested a refund for the frozen custard, and explained that the lady taking the order said they didn't have the Hershey's heath bar and she didn't seem to comprehend or be able to communicate clearly while taking the order, the supposed manager was rude on the phone and called me mean for complaining. She expected me to go back for a refund or a free custard, expecting me to drive 30 to 40 mins there and back on a Friday night, and she should have credited my card for $5 instead of being argumentative, rude and unapologetic, and that is extremely poor customer service, unlike other Culvers I've eaten at or previously experienced. I tipped the cashier $5 at a Culvers en route from NY just last week for being so pleasant. So , IMHO in a service based industry whether it's fine dining, or casual, cashiers or servers should strive to be polite, and familiar with the menu, and be able to speak basic English, and especially a manager who the lady on the phone said she was, and he or she should train her staff/servers properly and lead by example and communicate politely with customers without an attitude, and resolve matters amicably. Why should a customer pay for a poor experience be it $5 or $50?And servers should learn to speak basic English so they don't make mistakes. I don't normally complain, but this was disappointing and the so-called manager's rude response and unapologetic attitude was tacky and unacceptable, otherwise I would not have bothered to post this review. Perhaps feedback will benefit the owner/Franchisee to ensure a better...

Some first impressions for this location is that it definitely hits a mark that a couple of the other locations seem to consistently miss on. Namely, the speed of service and quality of the food are always on point. Out of our first few visits, only one or two of the odd order mistakes were made (such as no bacon on a double bacon deluxe).

Often, these are common growing pains when a new location opens up. Long ago, I helped open the Olio store and little 15 year old me told the manager that a Carmel location would be a hit. Let's prove me right please! I hope to extend that experience and provide any helpful feedback from what I can remember of what was once required by management and secret shops.

On that note, I think that any of the service related issues mentioned in the other reviews could be solved by the simpler secret shop items. Particularly with the greeting. As far as the drive-thru, the greet welcoming the guest and introducing the speaker is really the one major script item that I hear being missed. Additionally, I'm yet to have been inside to see if any of those boxes get checked or try mobile ordering, now that it's up and running with the app available. I know Carmelites can be strict with their reviews. Rest assured, this location is on the...

The food was good, normal Culver’s, and the staff was friendly. What I did not care for was that about 20 minutes before closing they shut down and locked the soda machines, both in the dining room and at the drive thru. What confused me was that there were still cars in the drive thru and people were still walking in. Were they telling customers they were closed 15 to 20 minutes before the posted closing time?

I asked for a refill and the cashier/crew member got it for me after tracking down the keys. A guy who was cleaning up said, “We are cleaning up now and that is why the machine is not working.” I said, “That is fine, but you are still open.”

I understand wanting to clean up and get out the door quickly, but if it is during posted open hours I really do not like a lot of cleaning going on while I am eating. The staff were...