Culver’s — Restaurant in Macedonia

First of all, let me say I have never downgraded a review (I'm doing that today), but my previous three-star review of this restaurant is no longer valid. Secondly, we will never return to this restaurant location. Ever. Our experience has been so poor at this Culver's, it makes me wonder how well other locations are run-- at this point, I don't think I want to find out. We began visiting this location shortly after it opened, and the food is delicious when it's properly prepared, but after multiple visits and many mistakes-- at least 80% of our orders I would say have been incorrect with wrong toppings or no toppings-- and interactions with management where we were given apologies and coupons, we stopped going there altogether. After a three-month hiatus, I decided to pick up dinner because my husband and I had both had long days at work and neither one of us wanted to cook, and I thought I would give Culver's another try. I kept the order simple. They used to always screw up what toppings went on our burgers, so I started ordering Wisconsin Swiss melts, and I ordered one of those along with a Bacon Deluxe, a small order of onion rings, small order of fries, and a pint of the custard of the day which was something they called chocolate eclair. I paid for my order at 7:58 p.m. and was told to park in one of the spaces and wait for my food. Also, I was handed the pint of custard that I ordered, and it was dripping, so I asked for a napkin to wipe it off, and the cashier asked me if I would like to put the pint in a bag, and so we bagged it up. I parked and waited. I was patient, and watched many cars come and go. I had seen them busier, so I thought nothing of this until it was 8:20 p.m., and I still didn't have my food. Several cars that had arrived long after I had parked came and went. At 8:23 p.m., I picked up my phone and called the restaurant. Whoever answered the phone was very nice and apologized and said they would take care of my ticket number right away and also bring me a coupon for my trouble. At 8:32 p.m., a young man sauntered out with my food. I asked him about getting me another custard as mine had turned to soup, and he replied that he thought it would be just fine and said it had probably stayed cold enough. Rather than debate whether this soggy cup was indeed still cold enough, I decided I didn't want to wait any longer. I thought to myself, "If I send him back in for custard, I probably won't see him again for another 20 minutes, if ever, so I'm just going to take this custard soup that I have and leave now." Keep in mind that HAD I NOT CALLED the restaurant, I would still be sitting there waiting for my food! They had no idea my order had been forgotten! I checked my bag and made sure everything I had ordered was in it, and it all looked like it was there. By this time I was starting to get hungry, so I reached into the bag and ate the soggy onion rings on my way home. They were disgusting, but I was too hungry to care. They were not crisp. It's as though the batter was not even done. But I ate every morsel, and by the time I pulled into the driveway, my husband was beginning to wonder what had happened to me. When I told him about my experience, he just shook his head and said, "Guess we won't be going back there again." Baby, you...

We placed an online order at 4:24 (timestamp of confirmation email) for a 5:15-5:20 pickup. I arrived with 2 kids in carseats and 2 dogs in the car (why we did online, save time and I didnt have to go in) at 5:19. We marked arrived per instructions at that time (520 per timestamp in email). Around 5:25, someone came out with the wrong order so I clarified the name on our order. Another 10 minutes passes and I knock on the drive thru window as no one was in the line (2 smaller rushes had arrived and had their food delivered from the drive through prior to that, 10-15 customers) to let them know I'm still waiting. Food is brought out shortly after that, about 20 minutes after first arriving. Concerned it would be cold I questioned the young man delivering the food, he notified me it was under a heat lamp the whole time. Beyond frustrated with the experience I asked to see the manager but decided I didnt have more time to wait. I notified my wife we were leaving and she called the manager to notify them of our experience.

This call to the manager is the sole reason for this post. When my wife let him know of the whole situation his excuse was that the online ordering system was down until a few minutes ago, while also acknowledging that the order that they tried to deliver was placed after ours. Even if their online ordering system was down, his complete lack of owning that they knew we were there at 525, we witnessed multiple cars arrive, order, and leave well before us, and the person delivering the food notifying us that it was under a heat lamp the whole time is beyond frustrating. Highly recommend remedial training by franchisee and/or regional management. Employees delivering delicious food as always, customer experience was quite possible the worst I've ever experienced...

Last night 5/28 around 7ish.

When i first pull up to the window, the person taking the order just turned the speaker on, never said “may i help you” or anything like that. then goes “hello ?” and i said “ sorry i didn’t know anyone was there” so then I ordered a chicken sandwich combo meal with fries and a diet pepsi first.

i ordered my wife’s food which was correct.

then i ordered a sourdough melt, no onions add mustard , more fries and onionrings with a doctor pepper. and i ordered my kid a grilled cheese kids meal.

i pull up to the window, and the guy starts arguing saying i only ordered the dr pepper. i said “that’s not true i specified diet pepsi with the first combo meal” i could tell by the look they shared that my order was going to be all sorts of messed up. the guy said “i’m gonna go get your pepsi then” and i said “it needs to be diet, and he said okay” then he comes back and said “pepsi for you” and then quickly said “i mean diet”

then they make us pull up and wait for about 30 minutes , the car i. front of me was brought the wrong order like 3 times. i finally get my food and left cuz i didn’t want deal with them anymore. my entire kids meal was missing, a fry was missing, my melt was like not even put together and had a bunch of onions and no mustard. and i get home and give my roommate his drink, it’s a regular pepsi. i was kind to the people at the restraunt even tho this was a miserable experience. i drove about 40 minutes to have culver’s and waited there for 30 minutes just to get home, and have to go back out to mcdonald’s to get food for my son and i, and the correct drink for my roommate. if i could give 0 stars i would...