Culver’s — Restaurant in DeKalb Township

Since it opened, this Culver's has had three owners. Nothing changed with the first change of owners, but it has with the new owners. The food is still good, if the order is correct, check your order before you leave! I've been shunted over to the waiting area, and when the order was brought out, I had to go back in for the milkshakes, they were sitting in a holding area plainly marked with our order number. Wrong orders have become so frequent that we have quit getting food here. It seems that management is either not very good or they're distant from daily operations and employee training.

I sent the same observations to corporate via their website, and marked the box asking for a reply, and have never received one.

Food and service ratings based on numerous wrong orders.

Edit 09/29/2023 Another shorted order tonight; food item was paid for and not in the order.

Edit 11/20/2024 Another order with an item missing from it. I had ordered a value basket for my wife consisting of a chicken sandwich, small fries and a small milkshake, and I ordered a reuben and onion rings for myself. I checked the tag before I left, and yep, everything was there. Drove home and unpacked the order to find that the reuben was not in the bag, but I had certainly been charged for it! The bill was $24.83, the rest of the order was returned for a refund.

If you're eating in, this is likely much less of a problem, but based on my experiences, it you're ordering carryout, best to unpack the order and take inventory before you leave the lot. As for us, we're done with carryout from here.

And the owner's response previously suggested contacting the home office. I did that, and marked the form for a reply. No reply was...

Found the restaurant dining room closed at 9:50pm when website hours had them open until 11pm. There were no signs on the doors to indicate they were closed. Decided to order at the drive-thru, which ended up being another frutrating episode. We ordered a Malt, a concrete mixer, and a hot-fudge sundae WITH PECANS. When we got to the pick-up window, we were handed The malt, concrete mixer, and the sundae MINUS the pecans. We advised the employee working the pick-up window that there was an error on our order, and that employee was clueless about what to do. We asked for a small cup of pecans to fix the problem, but the employee said that we would have to pay for them ($1.24 w/tax). Even though we asked to peak with the manager, he/she only called out, "charge them!" That's right, per the manager of that shift, we had to pay for their mistake! The whole issue was not that we did not want to pay for the nuts because we were prepared to pay for them when we ordered them, but even the shift leader would not accept accountability for the actions of the employees (who seemed to be having a mighty good time while upsetting customer after customer; and abide by the customer service mottos that "the customer is always right,and "the customer is our KEY to Success." Such a disappointing end to a...

Update July 2024: Service here has still been much improved from my experiences last year. Online orders get brought to my vehicle quickly, the person bringing food has been very polite, and my orders have been correct. Keep up the great service!

Update: Much improved from the hot mess they were a few months ago. Fast service, accurate orders, and polite service. Exactly what you'd expect from a Culver's.

Original Review: I have lived in DeKalb for several years now. I've only ever ordered online or via drive thru. This Culver's location was mostly good, until about 6 months ago. They started having issues with order accuracy and bringing online orders to my vehicle. These issues occurred multiple times over a few weeks. I posted a review and stopped visiting for a few months.

I started ordering again a few weeks ago and have not had any issues. In fact, it is vastly improved. Online orders have been promptly brought to my vehicle, even when the drive thru is busy. The person bringing the order to my car has always been polite and cheerful. Plus, my orders have all been exactly as I placed them.

Based on my experiences so far this location is much improved and exactly what I'd expect from a Culver's location. Way to go...