Culver’s — Restaurant in Mount Vernon

If you are on a road trip, do not stop here unless you have an hour to waste.

Waiting nearly an hour for what was supposed to be a fast-food curbside pickup is simply unacceptable. To make matters worse, when our order finally arrived, several items were missing, and the food quality was severely lacking: cheese curds were cold, the concrete mixer was melted, and even the burgers were lukewarm. Culver’s advertising had encouraged us to “skip the line” by ordering online, which we did in hopes of a quick stop during our 13-hour travel day. Unfortunately, this experience fell far short of that promise.

Our mobile order (32093478753091587) was placed at 12:25 PM on Sunday, 12/29/2024. The confirmation email promised our order would be ready by 12:31 PM. We parked in the designated curbside spot promptly at that time, yet by 1:00 PM—half an hour later—there was no sign of our food. I eventually went inside the restaurant, completely defeating the purpose of curbside pickup, and spoke to a staff member, who identified our order as “third in line.” She assured me that she would bring it out “shortly.” Meanwhile, I observed that the drive-thru line, while busy, was steadily moving, and multiple customers who had arrived well after us were served long before we were.

Our food didn’t arrive until 1:13 PM. Despite the staff member’s earlier assurance, someone else delivered it. The order was incomplete, missing a drink and a large cheese curds, and what we did receive was of poor quality. The concrete mixer was melted to the consistency of a milkshake, the cheese curds were cold, the ice in the drinks was almost completely melted, and the burgers were lukewarm. The state of the food suggested it had been sitting for at least half an hour. After pointing out the missing items, we waited longer for the second order of cheese curds (which was the only item served at the correct temperature) and the missing drink (again, with melted ice).

By the time we left, we had spent nearly an hour at Culver’s curbside spot—an unnecessary delay that extended our already long travel day. For this frustrating experience, we paid $38.31.

I will be reaching out to Culver’s through their contact page to give them an opportunity to make this right, but as of now, this experience deserves no more than a 1-star rating. For a fast-food chain, this level of service and quality is not just disappointing—it’s...

Culver's has a problem with this location. Usually you can count on them for great food and service, but I think all fast food resturants are starting to suffer as finding staff is a bigger challange. Only Chick fil a seems to have this issue under control. We ordered two pork tendorlines and neither was eatable. They were tougher than leather, you couldn't even tear the sandwich in half. Staff was unattentive, order came out wrong, they brought the 2 sandwiches and fries instead of mashed potatoes. When we asked the waitress said she would have to take the entire order back and bring it out again. We waited almost 15 minutes, so we suggested she just take the fries back and bring out the potatoes while we ate the sandwiches, since they were correct and she informed us that it didn't work that way. If we actually wanted what we ordered, we would have to wait again. Seems to me that they have this backwards, we suffer because of their mistake. Upon leaving we called Culver's Customer Service number and informed them about the issue. To their credit they offered to send us some coupons for a return visit, but since we were traveling through they wouldn't be of much value. They said we could only redeem them at this location. Not sure this is the best customer service policy, as I can tell you that while I actually like the Culver's near me, I probably won't go there again either. The prices here are higher than most, and if they want a premium price, they need to consistently provide a premium product. If they fail, they need to correct it and make it right. This is a highly competitive market with many choices all fighting for the same dollars. Customer satisfaction is what wins in...

My fiancé and I had a great experience here after stopping off from the road on our way home from out of state.

We specifically waited until getting to Mt Vernon because we believed there would be more food options.

We stopped in two other restaurants prior to coming into Culver’s. One of which no one ever came to the hostess counter to greet or seat us (nor could we find anybody to do that by walking around) and a second one in which we were greeted (grumpily) by one person who immediately said they did not have staff for table service and then proceeded to bad talk drive thru customers in front of us. We walked out of both.

We understand that the service industry has taken a hit and are happy to be patient with people doing their best. What we don’t understand, is a failure for businesses to keep their customers informed and direct them to solutions instead of telling people the problems. We certainly don’t understand bad mouthing paying customers to other (potential) paying customers.

When we got to Culver’s, we were skeptical because there was quite a line. However, we witnessed the four employees that were there talking about what the immediate coverage issue was and solve for it. They were kind to each other, appropriate with their conversation which was in ear shot of waiting customers and shifted positions so that another register opened getting people out of line just standing and waiting and then shifted back to the back room to assist the cook. Once the line and food was under control we even had someone come out from behind the counter and check on all the tables.

It was very friendly, professional service and ended up actually...