Culver’s — Restaurant in Sun Prairie

Update: The owner of this location reached out to me after the fact. She apologized and offered up some free vouchers for our meals. My family has returned several times since (not even using the vouchers) and the visits since my review have been great. Definitely good to know the owner cares and is paying attention.

The speed of service every time I come here is very slow. I usually do a to go order or CurdSide online. By the time I arrive and let them know I'm there the order still takes 10+ minutes to come out. It's not the end of the world and I partially expect that with the staffing issues most businesses have (my place of employment included). Last night was the worst experience I have ever had. I waited 20 minutes for an order I placed online and I arrived on time for pick up. I did an in store pick up order this time because I needed to buy a gift card for someone. I told the cashier about my order and he notified the team member bagging orders. At this point, my food was already sitting under the heat lamps. By the way, you learn a lot when you watch what's going on. Anyways, I wait 10 minutes and food is still under the lamps. I let someone else know and the team member bagging orders said he would bag it up next. Okay, that's great. Set it off to the side to collect the shakes. I don't know how many people had to check my order and realize there were no shakes yet. A few checked around but must just moved on to do something else. during this time my son's kids meal was separated from the rest of my order and ends up going to someone else (I watched it happen). So another 10 minutes go by. Finally shakes arrive. They go to hand me the order and I told them about the kids meal. They got a new one together right away. Got home and realized that the shakes were wrong and my son's chocolate milk were missing (he was looking forward to that). Anyways, by this point my food was cold and had to microwave everything but...

Typically, I love Culver's! I've always had great experiences at the Madison, WI locations. However, tonight I was in Sun Prairie, so I ordered curbside at the Main St. location. First, I touched the "I am here" on my order confirmation when I arrived (approx. 1 min prior to quoted time). I waited... after approx 8min, I texted back "Here," thinking perhaps they were busy. I still waited... so I called the store. The gentleman who answered the phone knew who the order was for when I called. He then brought out my order, which was great. Unfortunately, I tried my smoothie (which is supposed to be lemon ice and custard with fruit), I could not taste any lemon ice and it looked like pure custard with fruit. I have had plenty of this item, so I'm aware how it should look and taste. I went inside to inquire, the gentleman who brought my food said that yes, it should have 1/2 lemon ice and 1/2 custard. I stated that I couldn't taste any lemon flavor. It felt like he did not care, because he walked away without an apology or offer any resolution. I left. I also ordered a grilled chicken salad. Usually the chicken breast comes warm, which I appreciate. Here it felt like they just pulled it out of the cooler and cut it and put on the salad as it was ice cold, I was able to resolve that once I got home but its nice when it comes warm. All in all, I got food and was able to eat, so that's good, just not a real...

I love Culver's, but the staff has been ridiculous. Three times now have we had to pull forward to wait for our food like normal, have the entire line of cars behind us and all the cars that were also waiting get served, and we get forgotten. Each time we have had to call inside and they have told us that they thought they brought us our food already after a 15+min wait. Saturday we had the same issue happen, after 30 minutes we see an employee walk out with our food, look around and go back inside. Does not approach us, we are the only care in sight. We went in and the employee was incredibly rude, and told us there was no car out there and we shouldn't have left the area...even though our car was parked in the drive-thru waiting area. When we explained that, he still refused to give us our food because we couldn't provide a receipt, because they are not handed our anymore when we pay. After arguing for a few minutes, he finally said "whatever, I don't care." And gave us our food.. all of which was cold, and the custard we ordered was melted. No apology, nothing to make it right, no manager came to assist even after we asked. Culver's needs to have an adult working instead of all high schoolers who clearly don't care, and would rather be anywhere else. I'm glad Sun Prairie opened another location, because this one has...