Culver’s — Restaurant in Holland Charter Township

When I first came here this one was so friendly and sanitary back in the fall I did a revisit yesterday after one of the shift leaders got back to me and apologized and to my surprise it was worse than the last time when I came in none of the people were wearing gloves on ice cream( this location usually usually has gloves for ice cream this was the first time I seen no one wear gloves for ice cream luckily on my way out there was at least one wearing gloves on ice cream) the managers on duty yesterday evening were so unhelpful( and complaining or talking more more controlling saying do this do that than helping crew members) that both times orders were incorrect the 2nd time it was incorrect because the burger was correct the 2nd time a round but not the veggies on it so I just took the tomato off there was only one nice crew member there and she was willing to go above and beyond tried to help me the best she could and the guy food runner did not seem happy to be there, no smiles, when I first started coming here I liked it because it was the second most clean store I was in last fall/winter and everyone was wearing gloves just to be safe even though not required these were the two reasons I rated it 100% last fall/ winter besides friendliness if it was not for that one nice crew member last night I would have rated this Culver’s only 40% but since she helped me it stays at 50% out 100 and the cleaning lady was still not wearing gloves which was the other reason for the low rating I don’t know Why this location is so bad now compared to to what it was almost year ago it was 100% in September 2023 this year it’s already August 2024 and the rating is still 50% this year I am hoping it gets back to its cleanliness and sanitary ways I was used to seen last fall when nice girl Michela was there she would always apologize for crew not wearing gloves and said they should be at all time it’s funny how you can get two totally different answers she told me they should be wearing gloves at all times but tonight the other one of course a guy said they don’t have to wear gloves at all times which has gotten me totally confused also as mentioned in the Hudsonville post both of my local ones owned by the same company have everyone wear gloves including some cashier eveh though there not required too but just because they rather play it safe I wish this location would go back to the way it was when Michaela would apologize I don’t why when most guys email be back they say gloves are not required but when girls email me they say gloves are required and should be wearing them...

Don't do it. Unless you have AN HOUR to kill waiting on fast food, don't do it.

The food is fine. It's Culver's. If you love Culver's then you know what you like and this Culver's is going to give you exactly that---eventually.

I stopped here for a quick break on a three hour drive. With two animals and a husband in the car, and one animal waiting at home I was counting on popping in to pee, snatching a snack and a drink and getting back on the road. Boy was I mistaken. 45 minutes after placing my order, having watched multiple people walk in off the drive through asking for a refund bc they'd been waiting 30m+ and they had to go, and diners bring the food they'd been served back up to the counter bc it was the wrong order, a staff member who'd clocked out for her 30 break well into my wait came back up to the counter asking her friends for the meal she'd ordered because her break was almost over.

It was at this point that I lost my cool.

Once I did everyone scrambled and I had my order (made fresh) with coupons and apologies tucked into it within 5 minutes. But #$;!+ I was livid. I felt bad for all the other people waiting who weren't going to lose their cool and get their food anytime soon. Absolutely ridiculous. Added AN HOUR to my trip. Will NEVER stop here again.

To the store: figure it the hell out. It's FAST FOOD. You had 7 or 8 kids milling around the front with Nothing to do, the custards were all already made and just Sitting Melting waiting on their orders. Cody actually had one of the kids take a notepad and go through the waiting would-be diners, apologizing for their wait and asking if they'd like a free concrete while they WAIT SOME MORE. I watched a bag get taken out to the drive through and brought back 3 times. Cody and his partner at the kitchen window were just cracking jokes, and laughing, and enjoying being able to tell ppl what to do. There was PLENTY OF FOOD IN THE WINDOW, I don't have a clue why they weren't bagging it up. But to each other, after they put a rush on my order, while I was standing, steaming at the counter,I heard them telling each other ALL the other fast food restaurants close by that all these customers could have chosen.

So the message was clear: Go Somewhere Else.

Noted. Will do....

This is my full comment from my survey, but it was too long for my receipt survey.

So firstly I want to say Audrey helped me at the window at the very end, and she was very friendly and quick to help retrieve one of my missing items. She was wonderful and none of what will follow should reflect on my interaction with her.

I waited over 25 minutes after I was told to park on the side to wait for my food(two burgers, a side of fries with cheese sauce, a side of pretzels and cheese, and two additional cheese sauces for 4 total) and drinks(a shake and a concrete mixer). After finally receiving the drinks and only one bag of food, I decided to check it because it did not seem like enough for our $37 order. We had one burger and one side of pretzels, with 2 cheese sauces. I flagged another person down and let them know I was missing half of my food, the other side of fries, the other burger, and another cheese sauce. After several minutes they returned and said they needed my receipt because the manager did not believe I paid for it. I gave them the receipt that listed all the items. They returned several minutes later, and said "here's your other bag". No apologies, the manager on duty did not come out, nothing. Just here's your food. I checked the bag and there was fries and a burger box inside. I went around the drive thru again and apologized to Audrey and said I just want the other cheese sauce I paid for. Again, she was very helpful, fast, kind, and apologetic.

Upon arriving home, we discovered the 2nd bag we recieved had completely the wrong burger in it (it was supposed to be mushroom and Swiss, it was something else with sauce pickles and onions on it, and inedible for my husband.)

I completely understand being busy, and mix ups happen. But to have multiple missteps along the way as well as the extremely long wait, and lack of any apology or care from neither of the team members who brought the food out to my car (both the first who brought the correct half and the second who I flagged down), and no manager involvement or apology, I am so very frustrated, disappointed, and my husband is still hungry.

Many many kudos to Audrey at the window, she was exemplary, and my only positive interaction...