Culver’s — Restaurant in Verona

I rarely leave negative reviews, but after my experience tonight, I feel I need to.

After a long, exhausting day, I stopped at this Culver’s to pick up food for myself, my partner, my partner’s roommate, and my younger brother who lives in a group home nearby. I placed a large order (about $50): two double cheeseburger value baskets, a single cheeseburger basket with onion rings, a mushroom Swiss burger, a strawberry field salad, a concrete mixer, and drinks. When I picked it up, the receipt looked correct, the bag seemed full, and I trusted that everything was there.

I then spent the next 20-25 minutes driving around, dropping off food to everyone. I dropped off my partners food first because his roommate had the concrete mixer and I didn’t want it melting. I hadn’t eaten yet, I hadn’t even left my car, but when I dropped off my brothers food, I looked at what was left in the bag, at the same time I got a call from my partner, and realized 2 items from the order were missing. My double cheeseburger was missing, and the only food left with me was my strawberry field salad, fries, and a soda. He had his single value basket with onion rings, but not the mushroom Swiss burger. Everyone, except myself, had started eating their food.

I was honestly really frustrated, but mistakes happen, so I went back to Culver’s with my partner to have it corrected.

When we explained the situation, the staff seemed apologetic at first, and again I was super polite about it. But then the general manager came over and immediately questioned me, asking if I had the missing food with me. I explained that I didn’t, I had dropped off all the meals before realizing the mistake, and showed her the only item left untouched, my salad, some cold fries, and my lukewarm soda. Instead of understanding, she said they would “take care of it this time,” but next time I should “bring the food” because “people try to steal.”

After spending $50 and over an hour and a half of my night driving between my house, Culver’s, my partner’s, and my brother’s group home, and then back to Culver’s all without having even touched my meal yet, being treated like a potential thief was completely inappropriate. I have enough going on right now preparing for finals and finishing my degree this week, I didn’t need the extra 30 minutes added to my already overwhelming night, sitting hungry and hot in the car before it’s about to storm outside dealing with an error that was not my fault.

At the very least, the store should have fully corrected the mistake, apologized properly, and either refunded the missing meals or offered coupons for the trouble. Instead, I was made to feel guilty for something I didn’t do.

I haven’t gone to Culver’s in a long time and wanted to treat myself and my brother and partner and I absolutely won’t be going back, especially to this location,...

This review goes more for the manager tonight so they can learn from it to be better next time. When customers ask for a Quart of ice cream twice when ordering and then pay with nobody mentioning that you don’t offer quarts any more. Try making sure your staff discusses first with customers when you don’t have something so it doesn’t create more issues later. To just bring out a lesser amount (pint) without saying anything to the customer will just make the customer think the order is wrong. So when your new employee goes back in after I said we ordered a quart, this would be an opportunity as a manager to just take care of it and move on. Nope, you sent your employee back out to ask if I wanted two pints for the quart since they don’t have quarts. When I said yes, he said you told him to charge me and would need a card. Not trying to get anything free here, but if a customer orders something and you don’t have it, it’s not best practice to just not say anything to the customer and give them a lesser product than what they thought they were getting. Your employee who brought out the food was at NO fault so please don’t blame him,...

They didn't put our cheese curds in the bag when we went to the drive thru. I can forgive that, mistakes happen. Discovered this after we got home. Normally I check the bag before departing the drive thru, but was in a hurry and did not this time. We ate, then I drove back to get the cheese curds that we paid for. We live close by. I brought the receipt. Was basically interrogated by the staff when I told them that they forgot to put the cheese curds in the bag. Apparently there has been a wave of cheese curd thieves, and "next time you need to bring the bag and call ahead". Wow. No "sorry we forgot to put them in the bag, have a nice night", which seems like it would be more appropriate. I did present them with the receipt. I do not appreciate being treated like someone who is scheming to get free cheese curds. Not my style. Also, the reason I ordered cheese curds is because this location always burns the french fries. Culvers of Verona is the worst Culvers in the area. Won't be back. Used to be great, with wonderful employees, but...