Culver’s — Restaurant in Kentucky

We were in on Friday 5/19/17. Service was great, food was awesome. Staff was friendly. However when we walked in there was someone at the front counter who clearly was upset and talking to a young girl. The conversation went from being just upset to making unreasonable demands and wanting cooperate numbers etc. From what I gathered because she (customer complaining) said this very loudly several times she had to wait 18 minutes with 2 kids in the car. I thought to myself that was a pretty precise number, but okay. As we were taking our order I felt my voice being downed out over this complaining customer. However at the end of my transaction I said in stern tone that could heard by pretty much all at the counter "Take your time, I realize it is a Friday night and you are busy" As we moved off to the side to wait on our order I felt the mood the complaining customer while still upset she wasn't as vocal as she had been.

When we had walked in there was only one vehicle, a truck, with one gentleman waiting on food. As we were waiting there was a couple girls with bags who walked back inside looking around to give these bags to. Possible this was this upsets customers order and she parked in an incorrect spot. The 18 minutes thing still rings in my head, 18 minutes from the time her order was taken or 18 minutes from time she pulled in? In either case, I don't think 18 minutes is a terrible long wait when clearly the orders are cooked to order (meaning it is NOT a fast food restaurant), in addition it was a Friday night around 6:30-7 pm. There was no need to get that level of upset to make those girls feel that way to be so rude and continuously cut them off as they were trying to talk to her and find a reasonable working solution. I am posting this both on Google as well as Facebook to get maximum exposure and hope the staff working that night did not get in trouble for someone being what I felt was...

Placed a curdside order this morning like we do weekly. Timed order for 1045am. Parked at 1046am, used my app to check in like always, 1 car in drive thru, and 2 others in the lot. I sit and wait.....and wait....and wait. People have gone into the restaurant that arrived after me and come out with food, cars have come around the drive thru again after I had been there and gotten food and left. I say for over 15 minutes waiting for my order before finally going inside. Why offer curbside pickup if you're clearly not paying any attention to the orders. All the this time mind you there is an employee outside just watering plants like they're not busy, water the plants later, serve the paying customers. I finally get the attention of someone working the counter. Give the name on the order and they just look at me and ask "uh is that the last name?" YES! it very clearly was. Employee proceeds to look around like he's lost, can't find my food. Finally another employee points over to this rack off to the side, oh look magically my food. That has sat there the whole time and is getting colder by the second. Finally get the food home, I live less than 10 minutes away. The food is cold, my fries which I ordered to be extra crispy are extra soggy, the dipping sauce my wife wanted for her onion rings missing entirely. On the previous visit the lady IN THE MIDDLE OF BAGGING MY ORDER stops to chat with her family that came in and I had to listen to their whole discussion. Talk to your family on your break that's what it's for. This is a complete joke. The service quality at this location has gone so far...

If no stars were an option, I'd still give them negative 5. SEVEN separate times I've come here over the past few months and I either waited for 45 minutes for my order or after 30 minites somes pre-teen comes to tell me they've run out of patties, they're done taking orders OR....today the tipping point, I placed an online order, paid for it and was sent a confirmation number. I get to Culver's parking lot, let the app know I'm there and I wait for 20 minutes......nothing. I finally call the location and was told by some VERY less than pleasant lady that they closed at 9 because of short staffing amd was hung up on when I asked about my card being refunded. I am calling corporate and not letting up until this CONSISTENT issue is resolved. I'm sorry that your night was bad Karen but I don't particularly care that a chain restaurant is short staffed that night. Offer a reasonable wage. get your a$$ behind the grill, or file for chapter 11 and let someone who actually cares about owning a customer oriented business take over to servethe community. I work 70 hours a week and consistently sacrifice time with my family so save me your sob story about not having minimum wage minions at your disposal Karen. And DO NOT hang up on me when I'm asking about getting my hard earned money refunded because you need to go home early. (Sorry for the rant but after so many times of disservice, this was the straw and my back has been aching)

If you want fast food, go ANYWHERE else. This Culver's will continually disappoint you with one excuse...