Culver’s — Restaurant in Rogers

I would recommend Culver’s to everyone I know, except the Rogers, MN location. I started ordering from this location around Oct of 2019 and for months I received the same outstanding service and food as any other location I visit until about the beginning of January 2020 I am not sure what happened, but the service on the weekday night shift has been a constant disappointment and tonight is the last night my family will be ordering from the Rogers location.

On multiple occasions the employees who are taking drive thru orders have been below standard for basic customer service and show an extreme lack in manners and accountability for when errors are made. Not only that but this location has a bad habit of letting cars line up in the drive thru because they are not issuing numbers for cars to pull ahead. Instead they are serving all beverages and food out the drive thru window even when the have a line of 10 cars behind that customer. I don’t know if I just happened to be there on nights when they are short staffed and don’t have food runners or they just are that lazy. To my surprise last week they issued me a number and pulled ahead. I waiting for 15 minutes and watched 5 cars behind me get their orders and leave. I started backing up, thinking perhaps I pulled too far forward? The food finically came, with no apology for the excessive wait time. My gut tells me that our food was ready within 3-5 minutes of paying and just sat there until one of the employees finically decided to do their job! It looks very poorly on their service when ever other location processes drive thru customers with a number/pull ahead system.

I have zero complaints with the quality of the food. The food is always Culver’s top notch quality. I did have to turn back around from heading home and get food that was missed in my order. Multiple times I paid for cheese curds with my child’s meal and received French fries. Frustrating, but mistakes happen and they always made it right, but without an apology. It’s like they want to gone as soon as possible if you come back to have your order fixed. I’ve been made to feel like an inconvenience because I came back to get what I ordered and paid for.

Another occasion I ordered 2 pints of vanilla custard and only to have the person working the drive thru hand me 2 scoops instead! The manager stepped in and took care of the situation, but the person working the drive thru seem clueless and didn’t apologize once. Speaking of their vanilla custard, there has been a handful of times in the last 2 months when we have gotten home and started eating the vanilla custard only to have our mouths coated with a wax like substance. Seriously gross. Tonight was the last time we will be visiting the Rogers location. My husband went through the drive thru and ordered food and custard. Two snack pack meals, two kids meals (with their free scoop of custard) and 2 pints of custard. After paying he was handed the two pops that came with our meals and a number at the window. He pulled ahead and waited. The food was brought out and he drove home (10-15 minute drive), only to notice that he did not receive both chocolate milks that came with the kids meals, both scoops of custard ordered that came with the kids meals and both pints of custard. 🤦‍♀️ Livid he went back to get the items left behind. When he went inside he explained what happened and the employees gave him all the left behind items that had been sitting on the counter since he ordered them (roughly 30 minutes). How absolutely disappointing. I hope the manager of this location reads this so they can address the multiple issues with their weekday night shift employees. I would we embarrassed...

DON’T MAKE THE SAME MISTAKE. EVERYONE, PLEASE CHECK YOUR ORDERS BEFORE LEAVING!!!

Today (6/4 around 9:30 p.m.), I stopped by the drive thru to order a butter burger deluxe meal with a strawberry mango cooler and a vanilla cone, which I paid close to $18 for. At the window, I was met by a teen, specifically a male with brown curly hair, who told me to pull forward and wait for the order. As I was in a rush, I did not check to see if my order was right, which I do admit I was at fault for.

It wasn’t until mid way home when I came to realize that my drink was missing. However, I didn’t make it a big deal as I was almost home, and they were about to close.

When I arrived home and opened that bag, it was an ENTIRE BAG FILLED WITH KETCHUP PACKETS. The food was no where to be found. At first, I was completely fine with them forgetting my drink; however, I was extremely frustrated to have not found any food in the bag. Essentially, I paid $18 for a cone and an entire paper bag filled with ketchup packets. This is completely unacceptable.

I called to explain the situation. The girl, who was on the line, probably thought it was hilarious. From her tone alone, it was quite noticeable that she was giggling. Somehow, the phone call got disconnected and I returned another phone call. I was then told, “we’ve checked the books to see who had missing orders and there wasn’t any missing. Your order was simply not made at all. The employee (teen mentioned above) was just messing around/joking/playing. Forgive him, he is just a teen and we hope that this will be a learning experience for him.” Completely a waste of $18 and TWO phone calls.

This is clearly a work place. There is no reason for any employee to be playing around with someone else’s food/orders. You are supposed to be professional, and your work ethics matter. I paid for the food, so why, or for whatever reason, did you feel the need to pull such a prank on me ?

April fools was two months ago. The thing is I’ve never met any of you before. But, let’s say we were friends and I ordered food at your place of work, would it be right to even pull a prank on me? Clearly not - especially at work when I’m the customer. Learn to differentiate between the two. Work is work.

While I do acknowledge there is a time for everything, every employee must learn when it’s time to play or not.

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As a long-time fan of Culver's, I am writing this as both a five-star review and a passionate plea: please open a location in Fredericksburg, Virginia! Every time my family and I travel, whether it's to Minnesota or Tennessee, a visit to Culver's is the highlight of our trip. The food is simply unbelievable. The burgers are so flavorful and juicy—they're truly "to die for." The chicken tenders are perfectly cooked every time, and that signature house sauce is so good it keeps me up at night, dreaming of my next meal. But it's not just the food. The people who work at Culver's are consistently amazing—always friendly, efficient, and genuinely happy to serve. The last time I was there, a team member recommended the strawberry banana shake, and I swear, it was the best shake I've ever had. Culver's, you have a devoted fan base in this area, and a location in Fredericksburg would thrive. We need a place where we can get your incredible food and experience your wonderful hospitality. Please, please consider us for your...