Culver’s — Restaurant in Kokomo

My wife and I stopped in on a Wednesday night to place an order to go. We were watching our granddaughters that evening and they wanted chicken tenders, cheeseburgers, fries, and frozen custard. We picked Culver’s mainly because they have a gluten-free bun option for my wife, and they have frozen custard which my granddaughters wanted. We didn’t have any problems with placing our order. And the person who took our order was nice enough. It also wasn’t too long of a wait to get our order. As we were being handed our bags my wife noticed that there was as a gluten-free burger (different packaging) sitting on a shelf, so we asked if that was ours. The employee said, “Yes. Sorry about that,” and put the burger in our bags. When we got to our grandkids house with the meal and started unpacking it we discovered that we had received 0 of the 5 frozen custards that we ordered. Our grandkids were disappointed that they didn’t get their “ice cream,” but we felt like we couldn’t leave to drive back to Culver’s that evening. I called the store and spoke with someone who identified herself as a manager. She said she was sorry for the mistake and that she would put some free food certificates in the mail for us to make up for it and asked my address. She said she would actually put the certificates in the mail that evening and it would be on its way the next day. Eight days later and we still hadn’t received anything in the mail. I stopped in to see if they had mailed those certificates and was met at the counter by a lady whose name badge identified her as the general manager. I believe I was respectful and calmly explained the situation to her and handed her my receipt. She first told me that food certificates are only mailed one day a month and that it was on that particular day, and that they had been out of stamps. She started to make the 5 frozen custards for me, and I stopped her and explained that I had purchased those for my granddaughters and that I wouldn’t be seeing them that evening and didn’t want 5 custards at that time. She rudely asked, “What do you want?” giving me the sense that she thought this was all somehow MY fault. I replied, “I want you to make this right.” She went and got a free food certificate and made it out for 5 kid's sundaes, gave it me and walked away. She never apologized for her staff shorting us on our order. She also made no apology for me not receiving the certificate in the mail to make things right that I was told I would get. I really wasn’t overly upset about them shorting us on our order because I know we all make mistakes. But the general manager was defensive, unapologetic, and rude. She needs a refresher course in customer service if she is going to be able to teach it...

When we came in, there was what I'm assuming is an angry employee who was off the clock and she was cussing, being loud, laying all over the counter and just down right disrespectful. She was wearing pink clothing. It sounded like she was harassing employees in the store over some disgruntled events that had taken place. Literally every customers attention was on this girl. After ordering our food we went to find a table.... Almost every table was filthy. Like nobody had been out to clean anything. The straws were empty, the pop station was a mess and the floors were trashed. We finally found a table and sat down. It wasn't until 20 minutes had passed and then my husband had decided to go up and see what was taking so long on our order. He immediately came back with food. Like our food had been sitting there and they just didn't bring it out or call or name. They were too busy standing up front gathered around this unhinged girl dressed in pink. When we did get our food the food itself was good. We were in the restaurant for about an hour (20 minutes waiting on food) and as we were leaving, we see that the girl was STILL inside the store being loud and obnoxious, she then lays across the counter next to the register and is loudly communicating with someone in the back through the cook window. Laying her whole body over the counter where people are grabbing their food from. All with a line of people up front and people sitting down to eat... My question is, at what point does the manager on duty step in and handle that situation?? I've been a manager for a very long time and I usually don't complain about anything when it comes to eating out. However, if this were my establishment, I would want to know how things are being operated and how situations like this effect my customers. I highly suggest pulling up the camera feed from about 5pm to 615pm on April 14th. It's kind of trashy. If she still works there, she is definitely a cancer to the restaurant. If I knew I was going to attend an episode of Jerry Springer I may have just went to cone palace instead. That girl is obviously drama and she is a negative ball of energy. I'm glad I didn't have my kids with me or I would have snapped on her. She was so disrespectful and had zero reguard for...

Upper management is obviously not paying attention to the Google reviews and are trying to play "make it right" after the fact at their bleed blue website instead of fixing the obvious problem at it's source, which is the lack of local management accountability. I used to think this location was great, but lately, it's been iffy. Employees chatting with each other in the front and back about non work related topics causing subpar customer service. For example, I thought I had the order takers' undivided attention when they asked, "What can we make fresh for you today?", but they seemed more concerned about their coworkers. Which explains why I ordered a pork loin sandwich lettuce/tomatoe/onion/mayo basket with onion rings instead of fries, and I received a pork loin that was obviously cooked much much earlier, with fries instead of onion rings. Obviously, I didn't get the attention adequately enough to get an accurate order. The food came out suspiciously quick, so much for "make fresh for you today." The sandwich was hard to chew with any bites taken from around the outer 1/4 of the loin. Barely any lettuce at all, pickles I didn't request, and I don't understand how one tiny sliver of an onion was a decision made in the chatty-horseplay style kitchen. These problems need fixed LOCALLY, not at your...