Culver’s — Restaurant in Champaign

Location on S. Neil St. I had 2 orders. I did not get part of one and part of the other was wrong. I also had to request and wait for the survey receipt. I ordered a couple concretes (BOGO free) with flavor of the day(brownie overload) and one with Dove added. I received one with the Dove without brownie pieces. I told the runner about the incorrect order and she wanted to take my concrete and add pieces to it and bring it back to me. I said that's not right. Then she offered to bring the brownie pieces out to me. That not right either because it is not blended in the concrete. I asked her if that's what her manager would do? She said she didn't know. I asked her if she could go make another one. She said she didn't think that could be done. I asked to speak to the manager. Vance came out, I explained what the runner told me and how unsanitary and unacceptable the options were that she offered. Instead of apologizing for the error, he told me to give him back the concrete and he would make another one. I asked why he had to take it back, he said it was needed for inventory. I said that was a lie.  I've been a long time, frequent customer at this Culver's since it is near my home and I've NEVER been asked to bring back anything, especially custard, when my order was incorrect, and have never been told it was required due to inventory! At this point I did not feel comfortable with them remaking my order so I told Vance I wanted my money back and gave him the concrete that was not made right. He said he would not give me my money back (less than $5) unless I gave him the OTHER concrete. I said I'm not giving it back because my kids were already eating it and I had been waiting a while to get my order.  He said he would not give me back my money unless I gave him the other concrete since it was a buy one get one free.  At this point I am appalled at the attitude and cold treatment from Vance.  I left exclaiming to him that customer service at Culver's used to be good.  When I arrived home, I called the store and Vance answered. I asked to speak to the manager. He said he was the one. I asked to speak to his manager. He said that would be the owner, Troy, who was not in the store. I asked for Troy's number and he told me he can't give me that information.  I asked Vance if he would be in the store tomorrow. He said he was not comfortable giving out his schedule. I said I did not ask for your schedule and that the question only required a "yes or no" response.  He feigned interest in helping me, but would not provide me contact information for anyone besides himself.  So I decided to look online to share my experience. Vance does not like Black people. If I was a white female, I'm pretty sure he would've handled things differently.  I will be disputing the charge on my credit card and will no longer be a customer at Culver's.

Follow -up: Owner Troy called me to extend apology and remedy the incident. I appreciate the call and acknowledgment that I was not treated as standard practice. He assured me he would handle the matter with Vance....

Culvers gets a 4/5 for me because 95% of the time it is amazing, decently priced, get the food quick made to order. It's the best 'fast-food' you can get for a decent price in my opinion. I could go to culvers just for the onion rings alone!

However I must put a slight complaint. Last time I visited the Savoy Culvers, I got a double butter burger, medium onion rings, and a chocolate shake. My friend on the same order Got the same thing, but with a soda. The cashier person asked me If I wanted to make it a meal, I said no. It ended up being $39 and some change. We paid, went to a table and sat down. I made my friend wait to eat/touch anything, went over the receipt And realized not only did they make it a meal, they charged me for 2X medium onion rings on top of the meals... the meals were not cheaper than getting the specific items and sizes we got individually. So I asked a worker cleaning tables and pointed out our untouched food and the receipt. They went to the manager. The manager came back said whoops our bad and gave me $5 and some change back. So... $34 for 2 double butter burger 2 medium onion rings, a large choco shake and a medium soda. I was expecting to pay $20-29 which is still a lot but reasonable for the better quality fast food experience. I'm still going to revisit because Culvers food is so good, but im going to be much more aware and particular about how they combo things when I say NO and charge me for stuff I didn't get/order. Wasn't even the drive thru, was dining in the store. Always check the receipt and items you...

I came last night around 9:20ish and my visit was anything but good. I have come to this location plenty of times in the past and have always had a decent experience. Last night I went through the druve-thru and was greeted with nothing but rudeness. My card was malfunctioning at first for some reason, and the employees made me feel unappreciated and as if I was wasting their time. Even after the issue was resolved,they still continued making me feel unappreciated. Usually I am greeted with smiles and patience, but I was greeted with the complete opposite this time. I understand it was getting close to closing time, but that is not an excuse to make it a bad experience for your customer.Once I finally get my food, it turns out they got my order wrong as well. This was very disappointing to me. Not to mention I was already having a horrible...