Culver’s — Restaurant in Jasper

Where do I begin?

On Friday, July 20 I went online and ordered $34.82 worth of food from the location in Jasper, GA. I have been a loyal customer since this location opened and spend about $40-50 / month - but never again.

I pre-ordered my meal at around 4.00pm with the request that it be ready by 6.00pm. I arrived at the restaurant at 5.55pm and tapped "I'm here" on my phone, receiving the stock response that my food would be right out. I waited 15 mins...nothing. I tapped my phone a second time, and got the same response. Another 5 mins elapses...nothing. I decided to go to the drive thru and let them know I was there - and this is where the issues began.

I told the lady at the drive thru (DT) speaker that I had ordered food online, but that no one came out to bring it to me. She immediately adopted a defiant tone, telling me that she could not see me at the designated area. I responded that was because I was in the drive thru and that I wanted to pick up my food. I then asked if I could get it through the DT window. Her reply? "That's "not possible". I responded that I was willing to drive to the DT pick-up point if they could bring it there. She also refused this request point blank.

I then asked to speak to a manager; a lady named Allissa came on the DT speaker and told me I would have to come inside. She too refused to have my food brought out to me when I requested that option.

You are probably asking, why not just go inside? Answer - I was not dressed appropriately and was wearing sweatpants, with only socks on my feet. I told Alyissa this fact but she still refused to assist in getting my food to me and insisted I go inside. Is this some sort of weird company policy?

At this point I could see there was no reasoning with your staff and asked for a refund. I think Alissa had a desire to go down in the Guiness Book of World Records that evening as The Worst Example of Customer Service in the Modern Era- Hey Culvers, Alissa's desire was fulfilled with her reply that I "would have to ask for a refund online". I told her I didn't believe that I can get a refund online and wanted her to process it. Her response "It'll take about 7 days to get your money" TOTALLY UNACCEPTABLE!

I went to your website to report the entire incident within 10 mins of leaving the DT, but have not received a response as of yet. My guess is that is because of the weekend and your office being closed.

I work in the hospitality industry and HATE entitled customers. I know that associates have a hard job and it infuriates me when I hear folks say "I want to speak to a manager". That being said, all I wanted was the food I had paid for. That was it. The first associate was quite hostile and left me no option but to escalate my request to a manager, whom I thought would be empowered to make a simple decision in my favor. I was incorrect in that assumption. Why didn't either associate ask me to pull into the DT spot and say "We'll bring it right out"? Again, is this your company policy?

I ended up driving to the Sidelines sit-down restaurant (2 mins away), ordering pretty much the same food I wanted to purchase from you and for only about $6 more (so it's not like Culver's is reasonably priced for a fast food restaurant) and guess what? They brought it to my car! I know, crazy right?

You offer "Curbide" as an option for customers - my question is why?

So here we are. You have lost a loyal customer and somewhere in the region of $400-500/year of lost revenue. I will not be back. And for what? Was all of this worth it? Definitely a head scratcher.

My expectation is that Culver's process my refund of $34.82; I am available at the phone number I provided on the comments section of your website. I have my order number and screen shots of the response to "I'm here" sent to my phone that "We will bring out your meal shortly".

Culvers had a reputation of being on the level of Chick-Fil-A in terms of customer service. However, I think you can agree, CFA would NEVER have treated a customer...

Disappointing Experience – Incorrect Order & Poor Customer Service at Culver’s Jasper, GA

After a long 12-hour workday, my husband and I decided to pick up dinner from Culver’s in Jasper, GA, for a convenient meal. He ordered the cod combo for me and the chicken sandwich combo for himself. However, upon arriving home and unpacking our food, we noticed multiple issues with our order:

His chicken sandwich was missing the top bun,and it was cold. One order of fries was missing. The extra tartar sauce we requested was not included.

We called the restaurant and provided our order number (80). The employee located our order but, to our surprise, when we mentioned the missing bun, she responded, “This is very common.” It was shocking to hear that such mistakes are considered routine. She further justified the errors by stating, “Well, we’re human; we make mistakes.” While occasional mistakes are understandable, consistently providing incomplete orders should not be accepted as the norm.

We were given the option to return to the restaurant, but after an exhausting workday, making another trip was not feasible. The employee also mentioned mailing something to us but did not specify what or how much. In the end, my husband had to eat his sandwich without a top bun and share half of my fries—an entirely unacceptable situation.

Considering that customers wait an additional 3 to 5 minutes after ordering, there should be sufficient time to verify the accuracy of each meal. I strongly encourage Culver’s to improve its order accuracy and customer service training to prevent similar issues in the future. This experience was extremely disappointing. I do have pictures but...

A dutiful side quest brought me to this palace of protein by which I was sat amongst my comrades in arms betwixt a Mazda Miata and a Bmw X5 by which I was hatefully brought my order. After reviewing such lavish condiment I was agast for there was deception amongst my order, but before I could harken towards the nearest steward they had already begun due process of rectifying their err. Forthwith I was showered with my missing codfish vestibule and thusly presented with a token of honor for the error brought about by the cast of hardworking tavern keepers. Due to their kindness, generosity, and honorable service these lords and ladies deserve naught but the finest of praises by which the kingdom should be singing by more than just the local pageboy. While the meal and service were both one fit for a king, alas my children dare not return my calls to action to attend such a lavish display of care. I did make an observation that while the region is quite remote there were nary a bear to be found amongst the local finery. Fantastic five star service that I only wish my children could be in attendance of. Alas my quest continues onwards but may you be blessed you sagacious and proud people of Culver's, cheers to you for your kind service as your legend shall ring out proudly at my next tale of dining experiences across these wild...