Culver’s — Restaurant in Sheridan Township

Our food was hot and fresh. It was slow coming out of the kitchen. Our porter, counter person apologized. She moved quickly to return to the counter. The problem we had was with the rest of the service. When our order was brought out they had forgotten an order of onion rings for my wife's meal. When she returned to the counter, the counter service was so slow that her sandwich was cold before she was able to get their attention to inform them of the problem (an 8+ minute wait before acknowledging she needed to talk to someone despite many people behind the counter and trying to get their attention. She was eventually able to ask to speak to the shift manager, Alex). No apology was offered. They did remake the sandwich and made the onion rings. This all took so long, that I had finished my meal before my wife returned with her food; she also then, ate "alone," as I had (and the Cooler she had ordered had melted). This happened at 4:00 pm on a Sunday afternoon and business was not a rush situation. My wife managed an A&W for four years and was a public school teacher later; she understands the confusion a rush can cause. This however, was not the case. The order was placed correctly. Both the kitchen and the person filling the order had the opportunity to make sure the order was correct. The counter people had the opportunity to correct the problem in a timely manner by being conscious of the customer, obviously needing something; they did not. The manager, Alex had the opportunity to practice great customer service, he did not. He did listen politely to the problem's explanation (with order slip) and offered the solution of a remake of the melt part of the order and provided hot, fresh onion rings. That was good customer service. Great customer service would have been an apology for the order's error, for the wait for the original order, the long wait to be acknowledged at the counter to speak to someone to ask to speak to Alex (who did come from the kitchen immediately). Even greater customer service would have been an offer of a refund of the meal price or an offer of a "good-will" complimentary item, although that is not the point of this review. Offering great customer service is my point. P. S. The ladies room was greatly in need...

If you don't mind waiting 25 minutes in the drive through to receive kinda warm food, and watch the 3 other people that arrived after you receive their food first then you're going to love this location. I can see if the wait had been because we were receiving fresh hot food, But it was barely even warm. It wasn't even busy when we arrived! First one's in line at the drive thru And we waited 25 minutes from the time we ordered to the time we got our 2 appetizers and 2 malts. Also, I ordered a strawberry malt and that was shake instead. I don't often leave for review for places, but this is the fourth time I've gone to this location and the fourth time that something has gone wrong. I have turned down free meal vouchers while that's nice compensation for me waiting. It doesn't fix the root of the problem and obviously they're still having this problem. I do not recommend...

We've been coming to Culver's in Watertown every Wednesday after confirmation class and have seen attention to quality and service sliding downhill. Four of the last five times we have stopped the order has been wrong. We usually do drive through and I feel like I need to open and check every sandwich before leaving the property. The last two times I have ordered inside and taken it home. Tonight, I got home and there was another error--cheese on a hamburger for someone who can't have cheese. The order showed a hamburger but we got a very melted cheeseburger. One week a chicken sandwich had no mayo-just a bun. Another week one sandwich was missing half the bun. Another week cheese on the burger again. I'm disappointed. DQ, I think you will be the benefactor of the business Culver's doesn't seem to care...