Culver’s — Restaurant in Rockford Township

Dear Aaron and Stephanie Koch...

We have a Tuesday ritual, that starts the day with ice skating, then grocery shopping then going to the library then Culvers before returning home... Yesterday we order 4 single scoop specials... and the one I got was noticeably under sized... when I asked about it, I was told they would remake it and to pull forward. After about 5 minutes I went to go inside and was met at the exit by an employee with the remade order. When I told him it was for me, he then went on diatribe about not getting fired for icecream. Then handed me an order that was clearly worse than the first... I explained to him that it seems some people are more generous than others and he aggressively snapped back with "they're not more generous, they need to be retrained". I asked for a refund and was accommodated... When I later got home I learned you have a BOGO happy hours when doing research to write you... Yet NO ONE has EVER mentioned this durring out visits. We arrive during your happy hours... I think its a really bad business decision, to lose customers over what you give away for free. Your very rude and aggressive employee shouldn't be in contact with customers. He clearly has some mental issues to be angry about a scoop of custard. He said the exact size was to be 5oz. SO... waited to get home to weight it... it was 5 oz with all the toppings and the container, Meaning the scoop wasn't what I paid for to begin with. The manager sent me out with the order for the situation. Either way... this was a very poorly handled situation, that cost you about $52 a month... just in custard. When trying to leave the review on culvers webpage, youre limited to 1200 characters... and once you accommodate that requirement and submit the review, you are told the session timed out and you have to start over... adding far more insult to this...

Literally writing this from my toilet right now; me and my wife both just VIOLENTLY threw up after eating dinner from this place last night. We know it’s food poisoning, because we weren’t sick when we went to sleep, and feel fine after getting the food out of our systems, and we know it’s from here, because it’s the only thing both of us ate yesterday, and we woke up around the same time with the urge to purge.

This also isn’t the only time we’ve had issues here. This location is generally slower, and I’ve had multiple instances where I didn’t get my drink filled up all the way. Once I asked to get the drink topped off, and was told that, “once it exits the window, we’re not taking it back in!” Despite the drink having not been filled in the first place. There wasn’t even a straw in the cup yet; I hadn’t even left the drive through yet.

The food is also considerable less good than the one just down the road. The burgers are drier, and they’re more likely to get the custard wrong.

We’ve tried coming back here multiple times, because it’s the one right by our house (literal walking distance), and after a while we figured we’d give it one more chance, but after this experience, we’re just going to drive the extra 10 minutes to go to the other one.

I’ve seen a few other comments talking about how this location used to not be so bad, and I have to agree? They use to be faster, friendlier, and just all around better, but it feels like...

Update: December 3, 2023 …I stopped in again today with my grandson so we could order a meal and take it to the park. The person taking my order in the drive-through was more worried about what was going on behind her instead of who was on the other end of the speaker. they got our order wrong again. Gave us a spicy chicken instead of a crispy chicken, fries seem like they been thrown back through the fryer instead of fresh. And instead of saying you’re welcome, she said yup…. very unprofessional. I will go to the other culvers in the area who get our order right and treat us like a customer instead of a number, very unpleasant dining experience.

I ordered a crispy chicken, and they gave me a spicy crispy chicken. And I ordered a pork tenderloin which I believe they cooked with the spicy chicken so it came out spicy and burnt. I spent $18 for two sandwiches and two fries. I sat in the drive-through for over a half an hour. Your employees walk outside and walk around for five minutes before they figure out the next order should be the first car upfront not the last car in the row. Your employees only care about their paycheck not their patrons. I will never spend my money at this North Main culvers location ever again. I will take my business to Roscoe or loves park where the people actually care about their patrons. Now I’m gonna go eat my burnt pork tenderloin and get a bellyache from it cause I haven’t had nothing to eat all day.thank...