Culver’s — Restaurant in Flower Mound

The food was just okay, but the real issue was the terrible customer service with one specific employee.

Today was our first visit to Culver’s. I had perused the menu online so I had a bit of an idea of the offerings. When we first got there, my 5YO son asked the employee at the register (Chris) if there was a toy with the kids meal. He asked multiple times and never received a clear answer. I also asked if there was a custard included with the kids meal and was told no. Looking at the menu board, I didn’t think that was right, but fine.

So I ordered the kids meal and my burger and went to go find a seat while my husband finished ordering. When my husband found us, he told me that I needed to go back up to the register to tell them what I wanted on my burger. When I went back up, I asked Chris if there were toppings that were typically included and he said no and listed all the options. I was pretty sure there is a “standard” topping option, but I just told him what I wanted on there. I asked if I needed to pay or if my husband had already done so. I was told my husband had already paid and went to sit down. I asked my husband if he got a receipt and paid already and he said he hadn’t.

While my husband was filling up his drink, Chris asked if he wanted to finish his order. My husband thought it had been finished already, so he was confused but paid for our order. When my husband got back to the table, we looked at the receipt and saw an extra burger that we didn’t order, or there had been a misunderstanding when adding my toppings. My husband went back up to the counter and talked to the manager to fix the receipt. The manager commented that it was a weird receipt, and gave us a refund for the extra burger.

When Chris delivered our meal, he gave the excuse that “we’re busy” for the trouble. The restaurant really wasn’t that busy, but that’s not a valid excuse for the level of incompetence we had seen so far. Two out of the three burgers we ordered were incorrect. What we received matched what was on the receipt, so there must have been a misunderstanding when ordering.

After our meal, I looked at the receipt again and saw that there was a custard included with the kids meal after all, so I went up to ask about it. Chris was the one up there again and when I asked him about it, he had no idea and had to ask the manager. The manager explained about the tokens and gave us the kids custard right away.

The other employees seemed to be doing a good job, we just had the misfortune to interact almost exclusively with Chris. He didn’t seem like he was under training, just incompetent and apathetic. There were so many basic questions about the menu he couldn’t answer. The entirety of our bad experience comes back to Chris. He either needs better training or...

PLEASE REALIZE THIS WAS OUR OWN WEIRD EXPERIENCE! It took us awhile to find Culver's...and we were starving! Very easy parking. The restaurant was very clean and we were warmly greeted by the gal who took our order behind the counter. We really ordered the basics...butter burgers and fries and sodas. I knew I wanted to "try" the custard! I asked if I should wait to order a dessert until we were all done with eating, but she said I could order my custard (ice cream) with caramel sauce...in a small to medium size and IT COULD COME LATER. Well, we took her at her word, and found our table. There were a lot of places to find to sit at! So there we were waiting on our food and this worker comes with the most pathetic, soup-like, runny to the max custard/caramel dessert. Even though we told her I was not to get it until "LATER"...she boldly said that this WAS HOW IT WAS ORDERED. With that, she defiantly turned on her heels. No customer "service" whatsoever, and what an attitude. What she brought almost looked like milk with streaks of caramel in it.....it was that melted. You would never have known this "HAD BEEN" ice cream. Well, I was beyond upset, tore to the counter, which was not super close to where we were sitting, and I presented my case. It turns out that the gal at the counter had forgotten to write "FOR LATER" on the ticket. Of course, they were in shock over what the tepid custard I brought to them looked like and of course they made things right. All I can say about that other worker is that she had a big time ATTITUDE, and it really wrecked our luncheon date. For the rest of the meal, someone would come about every 5 minutes to see if we were ready for the dessert yet! That happened about 3 times! Nope....once the burger and fries are gone...I will be ready! Oh my! Just our experience, but we don't want to go back to Culver's again. It is just all we had to go through. But that being said, the hamburgers were very good, as were the fries. I think this series of events was enough for us and I would still encourage people to go here and have a delicious meal! In my humble opinion, see if you still have room for dessert after your main meal, and then go stand in line and order that dessert. *OH, when I finally did get the caramel over the custard dessert, it was heavenly, and you could really see that it WAS ice cream and not a melted mess. It was super! ...

I am writing to formally express my deep frustration and disappointment with the completely unacceptable level of customer service I received at your Flower Mound, Texas location during my visit tonight. Quite frankly, it was one of the worst fast food experiences I’ve had — and it’s not the first time this has happened at your establishment.

From the moment I pulled up to the drive-through, the interaction was cold and indifferent. The young woman who took my credit card did not say a single word to me. I had to initiate a greeting just to get a response — which is backwards, considering I’m the customer. Then, without any explanation, she taped a number to my side mirror and shut the window. I had to honk my horn just to get her attention to ask what it was for, and her rude response was to “pull up” — followed again by the window slamming shut.

To make matters worse, when the food was finally brought out, the young woman simply handed me the bag and walked away. No greeting. No thank you. No acknowledgment whatsoever. I even had to say “Thank you” loudly just to break the silence — and still received no response. Out of sheer frustration, I asked, “Do any of the workers here speak to customers?”

This type of service is not only unprofessional, it’s completely unacceptable. It’s happened multiple times now, and I am tired of being treated like an inconvenience instead of a valued customer. I expect to be acknowledged, respected, and at the very least, thanked — especially when I’m the one spending money.

I am asking that this issue be addressed with your staff immediately. If your team cannot handle the most basic elements of customer service — courtesy, communication, and respect — then perhaps they should not be working in customer-facing roles.

I look forward to hearing back from you regarding how this will be corrected moving forward. I expect a prompt...