Culver’s — Restaurant in Naperville

The (1515 N. Naper Blvd) Naperville Culver’s is a clean and vibrant location that is always bustling when I’m there. Their signature offerings including the ButterBurgers are mostly always on point.

One significant improvement is for the generally younger staff is to really listen and double check the customer orders.

The last two times I was there, they added cheese to two separate burgers when I clearly and repeatedly said no cheese [visit 1] and forgot to add the condiments on one and condiments and lettuce on the other [visit2].

Since my wife cannot have dairy, I needed to drive back to Culver’s the second to last visit to get her double ButterBurger replaced.

I called the Culver’s on the way back and the manger named Christian was so kind, immediately and professionally empathetic, and offered an immediate solution. He took my original order number that I read from my receipt and remade my wife’s burger fresh and hot and PERFECTLY made and without cheese as originally ordered.

This clean, vibrant, and “locally owned and operated” Culver’s in an excellent location in the best, most accessible part of all Naperville.

Food: usually a 4.4 to 4.65 out of 5 stars

Drive thru service: needs lots of work and training and accountability

Came back for another visit on April 20, 2024 and the service was not very good. I am the second in line in a drive-through and been sitting here for 20 minutes and there’s a line of people behind me.

There’s numerous individuals behind the counter and ordered two burgers and still waiting.

The girl taking the order rushed me through, and then I tried to double check with the person at the register through the drive-through to make sure I’m getting the right order and then there was confusion with the person who brought the food and totally unsure if what we wanted on the one burger as it stands. Going to find out when we get home.

I appreciate the owner responding to me.

I manage a major nationwide retail business myself.

As a manager of this Culver’s I would continue to reiterate to the employees who take orders for customers to train / be shadowed to slow down a bit and kindly, confidently, and (good) authoritatively repeat every order back to the customer . . . which gives them high confidence that they were listened to, and that their order will be accurate, and that they are valued.

This kind of gold standard customer service which is normative for exemplary businesses will be the exact opposite of my last visit where the girl who took my order raced me through verbally while trying to order, didn’t put the items and condiment preferences up on the screen, and subsequently, I had to nonchalantly and embarrassingly had to try to slow her down and repeat to her twice the specifics on the burgers and why.

Maybe it’s time to hire and pay appropriately more older and mature individuals that know what it’s like to have a conversation and treat them the way they want to be treated.

Repeating an order back to a customer with authoritative finesse is restaurant server guru 101.

I am still a loyal Culver’s customer and plan to come back to this location but unfortunately will have to go into the store to make sure somebody listens and repeats back to me what I ordered.

I don’t have time for the drive-through anymore until my confidence changes.

Since then, my wife went to this Culver’s and got a ButterBurger meal deal basket …and when she got home, discovered she was not listened to. She cannot have dairy / cheese and repeatedly said no cheese . . . and sure enough, there was cheese on her burger.

Update: 3/27/25

5 star service! 5 star crew! Food as ordered was Perfectly made! My wife’s

The person who appeared to be the Owner Operator was so amazingly kind, gracious, hospitable, welcoming...

Best. Fish. Sandwich. I have not enjoyed a fish sandwich this great in over twenty years. I was there before the dinner rush, had never been there before, yet they treated me like a regular customer at the counter -- excellent customer service, an exceptionally clean dining area, and when I returned to the register to ask about buying a gift card, the owner Jake was there with smiling employees around him. Ask yourself when you last saw that in a restaurant, or anywhere. This is a well-managed establishment with staff who are treated well and in turn care about their customers. Drive here and ask for a fish sandwich (get it with grilled red onions, which they will add for no charge!). Even better, dine-in after doing your holiday shopping at the stores nearby and enjoy great food and even better service. Tell Jake that Elvira...

They need to work on getting orders right. I have been there twice. First time I ordered a single burger with bacon, cheese, lettuce, tomato, ketchup and mayo. They forgot the bacon. Second time they were really confused. I ordered the same thing. They said, our burgers come as doubles, is that ok? No, because I ordered a single. There is a "build your own" section on the drive thru menu which clearly has the choice of a single or double. The screen showed my correct order, then it showed a double bacon deluxe and something else. So I just went to the window. She said "you had a bacon double deluxe, right?" No, I had a single and I repeated my order. So I get my burger and they rang it up as a single bacon deluxe, no onions. So I got pickles and no ketchup. It really shouldn't be that difficult to get an order right...