Culver’s — Restaurant in Round Rock

Ever since this Culver's opened up in Round Rock my family and I have been addicted. We've been going several times a week and enjoying great food and great custard. Very pleasant and friendly staff. Our experience has always been a positive one up until the s@#t show that was 7/19 around 8pm.

... and yes I know this is just ice cream, it's not matters of world importance or life or death. Mistakes happen and everybody's well-intentioned there just needs to be some additional training involved.

My wife and I went through the drive-thru and ordered large and small cookie dough cravings. The girl entering our order entered them in as Sundaes with cookie dough topping. We didn't think it was unusual just thought maybe it was how she entered the order in and it would be fine when we got to the window. When the lady at the window confirmed that we had ordered Sundaes with cookie dough we said no we had ordered cookie dough cravings. She asked if we wanted the Sundae or the concrete. We had only ever ordered just a cookie dough craving and they had always come out the same way. We didn't quite know how to answer that. So we said okay we'll just go with sundaes. We we're given gravy boats full of plain white Custard with cookie dough crumbles on them. Not even close to what we got before but okay we'll give it a shot. Started eating them and yeah it just wasn't that good. So we were like okay we made a mistake now we know to order the concrete for now on. We put the Sundaes up on the dash and I went in to order and pay for new cookie dough craving concrete's.

A very pleasant young lady took my order and then I walked back to wait for my concrete. About five minutes later a girl came over to hand me two all vanilla concretes. The cookie dough craving concrete is a mix of chocolate and vanilla with cookie dough pieces. I let her know that it should be chocolate and vanilla mixed and she went back to make them correctly. 2 minutes later she came back to me again with the same vanilla concrete and said that these were in fact cookie dough craving concrete's. I informed her that they were not and tried to pull up the Culver's website on my phone. She grabbed a menu and we both looked it up and I pointed to the menu which said the cookie dough craving was a mixture of vanilla, chocolate, and cookie dough pieces.

She took the concrete's back to another lady to remake them... Or so I thought. I stood there and watched as the other lady scooped out the vanilla from the concretes that were sent back, put them in new cups, threw some chocolate on top, and then proceeded to blend them. By this time I've been standing against the wall waiting for my concrete inside the restaurant for about 15 minutes. That doesn't include the additional 20 to 25 minutes we had spent in the Drive-Thru line waiting for the original order. The concrete's I ended up getting back we're all vanilla along the bottom, chocolate on the top and only a few cookie dough crumbles since no additional cookie dough was added when the concretes were remade. The picture below is after I had spent a minute trying to mix it up with my spoon. Is custard more valuable than gold? I'm not sure I understand why instead of doing it the right way and simply remaking them from scratch you try to salvage the incorrect order throw chocolate on top, give it a quick mix where it isnt even mixed, and call it a day. That's not good customer service, the correct way to do things, and it's doing your employees a disservice by not training them on how to make the items on their menu. I understand that part of it was my ignorance on how to actually order the item I wanted but at the same time how am I supposed to know what's on the menu when even the people that work...

My husband and I decided to give this place a go for the first time the other day and it was disappointing to say the least especially considering the rave reviews other people have given it. To start with the person running the drive thru made it clear she was annoyed and kept trying to explain what we ordered in a way that made no sense. We ordered a double with bacon and she kept saying that just comes with meat and cheese and we were both confused because that is exactly what we ordered. She said that like three times before we realized she meant it didn't come with condiments unless it was ordered. If she had just asked if we wanted condiments from the get go rather than telling us what we were ordering 3 times we would have, obviously, understood what she was saying. But after that we asked for the condiments we wanted and they got it wrong but we were able to get it corrected at the window though she seemed to think it was our fault even though we clearly said what we wanted and on both. So service definitely leaves a lot to be desired.

For the food we both decided to try the double with bacon and fries, the root beer and the pretzel bites. The pretzel bites and cheese were definitely just you're generic pretzel bites with cheese. For the price we expected better but I definitely wouldn't get those. You can get the same thing from any grocery store in the frozen section. The cheese had powdery clumps in it. We assume that either this cheese comes in powdered or there was some kind of thickener in there but cheese is yet another thing you can go get a can of at any grocery store for cheaper than you pay here. The fries were cooked well but, again, just generic fries. The burger was just underwhelming. It wasn't terrible but the bacon was super thin and tasted more like pork rinds than bacon. Definitely not worth the extra to get it. The burger itself was ok. My husband and I both rated it a solid 3. Was well seasoned and well cooked and tasted ok.

The root beer was definitely the best part about the whole meal and probably the only reason we would go back again. One of the better root beers we have ever tried.

Overall this place leaves a lot to be desired and is definitely overpriced for what they...

Ive eaten here 30 times l love the spicy crispy chicken sandwich..so the wife and l go on 6/5/24 and l decide to get a double with cheese and the wife a single they both come out in like 3 minutes BURNT an DRY and the cheese wasn't melted my wife goes up there to get a remake and the MIC said that's how we cook our burgers Well Done..lve worked in the fast food/restaurant business with 20 years experience in it and lve cooked food since l was 6..lm 47 and medium-well is ok done it's ok but NO one cooks burgers till there and burnt black pieces of meat..and No one does WELL DONE unless you are at a restaurant and ask for it..so we got a refund of 2 burgers ONLY and we had fries and a drink combo l ate some of the fries because they we were hot and fresh like their supposed to be but shouldve got a refund for all it..l just think the whole experience wasn't good and we weren't the only ones getting refunds or remakes because they were having issues keeping up especially in the drive‐thru because you can hear people ordering and upset..the dinner room wasn't nice and clean and behind register they had things out of whack no ketchup in either dispenser which wasnt that bad they did have singles ketchup's on the counter by the registers which isn't sanitary random people put their hands in grabbing them..l love their food and service is usually on point but this night they all dropped the ball it needs to held to higher standards and have quality service and better Management of training and Management that cares a lot more l felt like l was at McD's and l don't eat there now Culver's will be on that list unless they acknowledge the problem and fix it..lm sorry but I know you guys can do better..l just want someone to tell me how the burgers are truly supposed to be served burnt dry and and cheese not melted it should've been nice HOT and FRESH and cheese melted/melting..l want the same burger that you guys eat on your breaks that work there..please fix this l don't want anything free or giving to me lm doing this because I know Culver's is...