Culver’s — Restaurant in Northfield Township

I ordered food for a curve side pickup. Online order page said there was a 5 minute wait. I got there and parked at the pickup spot and clicked "I'm here" per the instruction. I waited for 5 minutes. No food, guessed that it must be busy inside. So, I waited, and waited. After about 17 minutes (at 6:45PM) and no food, I went inside to find out if my order was ready. I spoke to a casher, "I waited over 15 minutes for a curve side pickup. Is my food ready?" The casher replied, instead of a simple apology, "if you wait more than 10 minutes, you should have come in", then checks the shelf. There it was. My order was sitting on the shelf and cooling nicely. The casher handed me the food, and I refused to take it and asked. (I do not like cold burgers.) Where in your online order page or order confirmation email does it say that I have to come in and ask if curve side order food does not come out after 10 minutes of wait? You should ask your manager to add it to your online order page or confirmation email. The casher calls a manager on duty and tells me to talk to the manager. I explained the situation, and the manager checks the order screen and goes, "we must have missed your order. Here is your food." (BTW, still no apology) I did not have appetite for a cold burger and flat soda. (over 25 minutes passed by then) So, I asked for a refund. The manager goes, "oh, I cannot process a refund. I will go get another manager who can." 2nd manager showed up, and I explained again. The 2nd manager finally said she was sorry, then goes, I cannot process a refund, but the manager who can process refund is in the back. Let me take it over and process a refund. What? Yet another manager? I thought the first manager brought the 2nd manager to process a refund! Anyhow, the 2nd manager goes to the back, and came back out again to ask me to take the food. (over 30 minutes passed by then) I said no. The 2nd manager goes to the back, and after a little while, she came back out with refund receipt. Instead of handing it over to me immediately, she decides to take time to grab the cold burger and drink that I refused to take and dunk them into a trash can next to me and started talking to workers in the kitchen. (it was not English, so, I did not understand any.) At that point, I snatched the receipt and asked, "is this my receipt?" and walk away.

What would have been settled quickly and friendly by a simple apology ended up taking over 30 minutes and resulted unhappy employee/customer. I understand fast food is competitive business, but I think the employees should have been trained a little better.

A lesson learned today, don't go to Culver's. There are many more (and better) burgers. Second lesson, if Culver's is the only available choice, don't use a curve side pickup. Third lesson, if a curve side pickup is the only choice and food does not come out in 10 minutes, walk inside. Fourth lesson, oh well... I will just skip the meal if Culver's is the...

Be cautious when ordering through the drive-thru. This is the 2nd straight time they have messed up our order. I have to leave a recap of my experience this time. First, the kid who took my order was very robotic and talked very fast. I had to slow him down and review the screen to make sure that my order was correct. His entering the order was accurate but it also took my patience to slow him down. So I pull up to the window and the other kid hands me a drink. My wife and I ordered different drinks so I asked him which one it was and he looked at me with a puzzled look on his face and said he didn't know. (This is what they got wrong the first time) He asked the other guy ( who took our order) and he told him what it was. I asked him how do I decifer between the two and he couldn't answer that. So I pushed 2 things down on the lid. I then pull up and waited for my food. Then another kid walks the order too me and reads it off which is what I ordered. The problem was when I got home and opened the sealed bag, it did not contain what I ordered nor what the kid read to me. So the breakdown is whoever reads the monitor is not putting the correct food in the bag. I guess that I have to go in next time and make them show me item by item. Or I will have to find a different Culver's. Two consecutive errors in the drive thru have lost my confidence in that service. And for the capper or lack there of in this case, when picked the drinks up in my cup holder the lid wasn't completely on and came off and spilled inside my car. Lucky me, it was my drink and not the one that I...

Culver's moves into Glenview - Thought they would never get here, much less open. Must be driving Taco Bell nuts. They have to share rear access easement. I am NOT a burger fan, but Culver's may instill me with a change of heart. Had a double bacon 3 cheese burger, onion rings & plain side salad...best meal I have had in a few weeks. Food is fresh, properly cooked, is HOT when served (unlike McD's tepid warm rubber ducky patty mash; or Taco Bell). Amazed - watched the drive through system. People place their order and pull around and their meal is delivered to them in NO MORE TIME THEN sitting down inside. It takes almost as long to get handed a bag of McD's slopped together burger, filet o fish & fries. Staff is very helpful, friendly. Facilities clean & bright. Go Cubs Go!...Go...