Culver’s — Restaurant in Rich Township

I just had a horrible, frustrating and disappointing experience tonight at Matteson Culver’s .I ordered two simple S and M snickers concrete mixers .Normally they pass an order like that at the drive thru window .If they’re backed up I’ll be asked to pull ahead and someone would come out shortly after with my order .Tonight I ordered my ice cream at 639p.I watched everyone behind me and on the side of me who came AFTER me get their orders (some had ice cream orders).I saw someone get their orders passed through at the drive thru window.Finally I stopped the young lady that was passing out orders.I knew it was not her fault but I told her how long I had been waiting and I said I wanted my small and medium concrete mixers to be upgraded in size when they come out for the inconvenience .She apologized and said she was new .I told her it wasn’t her fault .She told me she would let them know and it’ll be right out.This was at 650p.I saw some more confused workers come out to assist to pass out food ,going up to the wrong windows .What appeared to be the manager came out to guide them.STILL NO ICE CREAM !I saw the girl I complained to come out and pass out food to more cars behind me and the guy who originally took my order come out with one concrete mixer and passed it to the car behind me! Finally at 7p the girl came out with my order.No size upgrade was provided for my long, inconvenient wait.I had all of my children in the car hence the reason I went through drive thru.Otherwise I would’ve been inside to complain .The service is horrendous and I am a loyal customer for years at this location .

Update: I want to provide this much needed update on service recovery from the owner Dawn Murray.She personally called me to discuss my encounter that left me dissatisfied and she rectified the situation.She was very kind and personable and I did tell her that she retained a customer .I have been coming to this location for over a decade because of the quality of food and service .I want to thank her for taking the time out to look into my concerns from my isolated incident .Customer service means a lot to me...

I have frequented this location since it opened. Within my last 3 visits the food was of EXTREME POOR QUALITY. The burgers were thin, dry, and cold. The burgers definitely did not represent the Culver's brand that I've supported for many years. Further, our order was about $43, which is not cheap for a drive-thru burger restaurant order.

I tried calling the Matteson location as soon as I opened my food around 3pm on 12/20/20, in order to alert them of the poor food quality. The phone was busy during the entire hour that I tried calling (from 3pm-4pm).

I was finally able to reach a manager around 7pm. The manager told me that there was nothing she could do unless I BROUGHT THE FOOD BACK TO THE RESTAURANT. As a reminder, the food was purchased at 3pm, so have discarded the food at this point (it's now 7pm). I told the manager that I had pictures. She said I should have kept the poor quality food in order that I could show the restaurant in person. I then asked the manager, "So in order to rectify this situation, do you suggest I get my food out of the garbage can and bring it back to the restaurant?" Her reply was,"YES".

I am completely appalled by this suggestion. To ask a customer to retrieve food from a garage can to fix a customer service issue is unsanitary and in my opinion, completely crazy. Further, in the wake of the COVID-19 pandemic does it make sense to ask a customer to bring partially eaten food back into a restaurant?

By the end of our conversation, I was told that this was their policy, and the best they could do is give me a Culver's Sundae coupon. In short, I'm terribly disappointed, especially as I've supported this specific location for many years. I will not go back to this location as I see they do not handle food according to Health Health Department guidelines, nor do they deem it important to their poor food quality issues. I hope this issue is fixed as this is a very poor representation of the...

I'm done. I've been coming here for 10 years. I'm not sure what happened. The workers will not change gloves. The guys lean on the counter with their gloved hands, adjust their masks and ties, touch the refrigerator doors, condiments and bags. With the same gloved hands, the workers will touch two exterior, publicly accessed, doors to deliver drive thru orders outdoors. When I discreetly spoke to the young man and explained the cross contamination that I witnessed and suggested that he change his gloves; he says, "he knows", and resumed bagging and grabbing condiments. It appears that there's an attempt at segregation of duties, with another young lady that exclusively consolidates sandwiches, fries, rings and other items into the bag. The separation would have been accomplished if the guy that adjusts his clothing and touches door handles hadn't touched the same refrigerator doors that the lady touched. I was done. I spoke to a staff worker who directed me to "The Lady". She was supremely unconcerned about my reason for a refund request and stated that my request for a refund "sounds like a plan". I looked on the internet for the owner so that I could privately express my displeasure; "The Lady" is the owner. It's no wonder she didn't care. Thanks for years of otherwise good service. I need to find another Black owned Culver's. I'm pretty sure the owner should be as happy to see me go as I am to never have to return. I would have called the owner a Proprietor, however in the absence of any semblance of propriety; I guess I'll just stick with the title of owner.

When you walk up to the counter, watch out for the...