Culver’s — Restaurant in Rapid City

Usually Culver's gets it right and that's one of the main reasons my family and I stopped there at the Rapid City, SD location before we headed out of town on our 3 hour trip back home this evening. My husband and I love the fish and chips. However, this time both my onion rings and my husband and daughter's order of fries came out cold. We showed up shortly before 9 PM on a Thursday evening, not sure if that had anything to do with why our food came out cold. I debated going back up to let them know, I didn't want to be a bother. My daughter convinced me to ask for fresh onion rings so I went up and politely let the young woman at the register know my dilemna. She then turned to who I suspected was the shift manager (an older, heavier set lady) to see what she should do. To my dismay, the manager seemed annoyed with me and proceeded to rudely holler to the back "drop a side of onions," loud enough for every patron to hear. She did not offer an apology or say anything further. We felt embarrassed and it looked like the lady at the register was just as embarrassed of how her manager handled what could have been an easy fix. We aren't sure that we will ever return and wonder if Culver's supports this level of professionalism amongst their managerial...

Very poor experience at this location. Ordered 2 Cranberry Bacon Bleu salads, when they came the bacon was missing. Assuming an innocent mistake, I went back to the counter to ask if I could have a bit of bacon for my salads. I was rudely accosted by the manager who demanded to see my salads for proof of the missing bacon. I showed him, and let him know that I thought it was unacceptable for him to ask that. I also asked if it was Culver’s policy to inspect customer meals if there is a complaint. The manager told me it was not, but I wouldn’t believe the kind of customers that he had to deal with and that he often proved the customers wrong after inspecting their food. What a poor attitude to have as a business, and a manager. I will definitely not be spending any more of my money at Culver’s when it is ran by people like that. Poor business practice, there are plenty of other establishments that respect and value their customers. This is not one of them.

UPDATE 8/10/2021: I submitted a formal complaint to Culver’s the day after receiving the response below. I it has been several weeks now and I have not heard a single word back. People, please don’t spend your money here. They do not value guests as...

Typically their food is on point and fresh. Their concrete is excellent. The listening skills of one particular drive thru operator? Not so much.

First off, the individual was not in uniform and wasn't wearing a name tag. Secondly, we ordered three sandwiches and a mixer. He rang up only two of the sandwiches and the ice cream. We didn't realize that we were missing a sandwich until we got down the street and we headed back. Once we got back we told him the order number and pulled up. He asked for the receipt and we paid for the third burger. On the receipt it clearly says that if you bring the receipt back, you can get a free soft serve so I ordered one. He rang up the soft serve and I showed him the receipt and asked him for the free soft serve, he dismissed this and rang it up anyway and asked for me to do the survey. I told him to cancel the ice cream, but they didn't.

When I was in fast food, good customer service was listening to what the customer wanted. If you made a mistake, something like an ice cream cone should be complimentary, at least that's how service is in the south... Either that or the Zoomer generation wasn't raised right. Poor...