Culver’s — Restaurant in Goodyear

We used to visit this location about once a week, and we just can’t justify it anymore.

We spend between $70 and $90 for 4 people. Simple meals with custards. I know the cost of employment is high right now, and food isn’t cheap, so we paid it for the convenience of me not having to cook dinner.

But every single time we go we are pulled forward where we have to wait between 15 and 30 minutes for our food, and 9 times out of 10 when we get home and serve the food, something is wrong or something is missing entirely.

Our trip today was the last straw. We got two very simple meals, double burgers with custards (the exact same burgers, the exact same custards). We wanted fries with one meal and onion rings with the other. Clarified this 3 times before pulling forward AND at the window when we paid.

10 minutes later a food runner brought us our food, that’s a record actually. He was almost all the way back to the store door before I could even open the bag and confirm all of our food was in there. It of course wasn’t, we were missing the onion rings and had two fries instead. The young man said he would run inside and grab them.

A few minutes later Ashley came outside and informed us that there had been a miscommunication and we were not charged for the onion rings. I told her that was unfortunate but we had been waiting for 15 minutes at this point and really just like to get our food and go. She insisted that it was store policy to charge for the upgrade, I agreed with her that upgrades should be charged, but since we had now been waiting for 15 minutes and it was their mistake that they didn’t originally add the upgrade, I asked her if she could just go get the onion rings. She said fine and stormed off.

A few minutes later, Chris the general manager came out with a receipt. I’m sure he wanted show us that we hadn’t been charged the $1.10 upgrade, which we clearly already knew. At that point I was done and over it. Before he could say a word or explain what he came out to say, I put all my food in the bag and handed it back to them, and just asked for a refund.

It seems silly to lose a customer over an employee not putting in the correct upgrade, especially when that upgrade is only $1.10. There was never an apology during this entire situation. Never an explanation as to why it took 20 minutes to get all of this resolved. Just excuses, slow service and mistakes.

We...

Made an order September 18 at 9:54 PM. Purchased a deluxe double butter burger, cheese curds, and concrete mixer. I began to take some scoops of the concrete mixture on my way home, but had to stop because it was too watery.. mixer but that’s not what I called to complain about.. by the time I got home, it was around 10:20 PM. I got into the cheese curds, they were great and begin eating my burger, which was kind of like biting into a soft soggy burger, no real flavor on the patties, which is something uncommon for a Culver’s burger. I probably had 3 bites total before I could not handle the flavorless moist burger any longer.

Being that it was already past my bedtime, I called it a night and went to bed. Trying to make it a priority to call during the workday. I was too busy with work life to call Culver’s. finally after having some time after work at around 5:15 PM I called and was transferred to a manager then after explaining my story, I was transferred to another manager Anthony, since apparently the first person who answered, wasn’t a manager, so I had to explain the story all over again. Anthony explained there’s a rule where if it’s not a complaint made within the same night or 12 hours, there is nothing that can be accommodated or done.. but what they can do is let their team know about the situation so they can do better? Didn’t make much sense to me but I hope this helps to get them...

2025.01.19 Update

Today I walked into Culver's after Brianna held the door open for us. Thank you Brianna

I was expecting new color or new seats or something as the place had been closed for remodeling.

Yet after speaking with Ady at the register she advised that the remodeling was in the kitchen. I look forward to seeing the new flooring. Ady did a really good job and was very helpful.

Then Chris H came in to check on us and fit my my concrete flavored of the day. It was a little strong on the butter flavor but over all it was good. Thanks Chris H

I am really excited as this is the Culver's I remember. I hope that what changes have been made are kept up with, and that the staff you currently have employed is taken care of and acknowledged for the amazing work they are doing.

Per the door signage, I see that the lobby closes at 10:00 p.m.

I do not appreciate that when I take the time to park my car and walk into the lobby about 30 to 40 minutes before 10:00 p.m.

The cashiers remind me after they take my order that the lobby closes at 10:00 p.m. What is the intent of this?

For me to swallow my food down in one bite and to make sure I run out of the lobby by 10 p.m. on the dot?

Why not lock the lobby doors at 9:30 p.m. and put up a sign that says since our lobby closes in 30 minutes and if you still feel like eating Culvers tonight, go back to your car and join the wait at the...