Culver’s — Restaurant in Dubuque

Latest Update: The owner of this Culver's establishment, called me and apologized very professionally, and with understanding. He explained the mix-up, as they had recently started serving smashburgers, the latest trend, I did not know this myself. I told him that the traditional Culver's Burger is what I wanted. In my opinion, sometimes traditional is best. He was very kind in his offer to make up for the mistake.

I mainly work at night, and yesterday I left on a 5-hour trip southwest, not eating any lunch or dinner, as it would make me sluggish for work. I worked overnight and then drove another 6 hours back to Dubuque honestly, looking forward to some Burger King, but when I arrived at 9:45 a.m., they refused to make me a burger and fries, because their policy said they couldn't serve lunch food until 10:30 a.m. So I said to myself, Culver's won't let me down, they'll serve me a burger and fries at any time as long as they're open, and they were, so I ordered a double bacon cheeseburger in the Drive-Thru. The attendant asked me if I wanted anything else on my burger besides cheese and bacon, and I said a light amount of mayo please. They said okay, and please move forward. I then requested an extra small fry at the window, and they added that. They then asked me to move forward after putting my number sticker on my truck mirror. After moving up multiple times, and eventually being the first car in the line, I noticed three people had been served before me, and they were behind me. I called culver's, and they apologized that they had served my food to another party by accident, and didn't bother to tell me, but instead hastily remade my meal. Again I had ordered a double bacon cheeseburger, with a light amount of mayo on it. They provided me a double bacon cheeseburger with pickles, onions, mustard, and ketchup on it, a sloppy, soggy, mess, and they rushed the cooking of the patties, burning them on top, and not cooking them enough on the bottom, and it looks like they smashed the heck out of the patty, as it does not look like the usual thick and Hardy butter burger patty (see the picture). The freeze must have been Doug out of the remnants of the last batch, instead of being made fresh, because they were all stuck together and not the hottest they could have been. When I got home, 20 minutes later, expecting to be able to sit down, watch an old movie, and finally eat some good food, I opened up my food and put it on a plate, and saw this. I called about it, explain the screw-ups, and that I was allergic to onions (not something like a tiny bit of onion powder in ketchup, but full on onions and their juices), and the manager, Ann, was very bureaucratic about it very robot like, giving me the usual response that you would expect from management. "Oh, I'm so sorry for that. If you come in before 4:00 p.m., we will replace your meal for free, and give you a coupon. If you don't come in before 4:00 p.m., I'll have to mail you a free coupon." So I asked, "a replacement meal, after all these screw ups? How about a couple free meals, or a free family meal?", and she responded, "I'm sorry, I can't do that, but if you come in before 4:00 p.m. I can replace your meal and give you a coupon", her programming responded. It seems like a lot of fast food restaurants, even culver's, are now just a bunch of robots, that have no compassion, no care for their jobs, or the quality of their work, or treating customers with respect, and actually making up for three major mistakes in a row, giving my order to someone else, and not telling me, remaking the order but making it wrong, and cooking the food too fast on the remake, and creating crap, instead of food.

Update: Either a Culver's Bot responded to my post, or again they are shirking their responsibility of truly making up for this, by telling me to go complain somewhere else and give them some feedback; with no mention about making up for it. That is the Culver's of today folks. The Dubuque Culver's can now be the prime example of what Culver's is now...

Went through the drive through, ordered a concrete mixer mint chocolate chip (she never asked what size) ordered two cheeseburgers wanting one to be a meal, with upgraded cheese curds and a drink. The girl kept wanting to make two meals and sub the drink for the shake. My nine year old even said she was really confusing.

We got the drink at the window and then our number for food. The food came out and NO CONCRETE MIXER!! When they repeated the order back she listed the mixer as ordered but it never made it on the order I guess. Instead of going to eat in a spot by the lake, we drove back thru and ate while we waited again. I wanted to be eating rather than parking and going in to stand in line.

Order the mixer at speaker and I say we just went through drive through and apparently the mixer we ordered never got put in so we were wanting to order that. The girl had zero active listening skills as her response was what size? Anything else today? (Nope since we just ordered everything we wanted the first time around) would you like salt or ketchup packets? (What???)

Pull up to window and the guy says "sorry about the wait". I said "I don't care about the wait as much as the fact I didn't get the mixer the first time I ordered and Im having to do this all over again." He completely disregarded anything I said. I'm not sure if they're on autopilot over there or what but customer service CLD def use...

Never have I had an issue here. But today was the absolute WORST experience I've ever had. They took my son's mixer off our order. Did not do my burger how they ran it in then forgot my fries. My husband went in to get my burger fixed and order my son's ice cream and get my fries. After being in there for 20 minutes they forgot the fries again so at that point I went in and asked them to remake everything because waiting that long made everything soggy because instead of helping us with our 2 things they got every other order done first. Then we started leaving and I did not see my son's food in the bag just an empty kids bag so I called and the cook literally screamed at me saying he made my order twice. No you remade everything once and fixed my burger the first time. So I went in and thankfully my son's food was at the bottom of a bag why tf they put an empty bag in th3 bag beats me but the way he yelled at me was absolutely unnecessary. There is a way to talk to customers whether they are wrong or not and...