Culver’s — Restaurant in West Branch Township

Hello,

I recently visited your location in West Branch, Michigan on Crook Road, and I am extremely offended by the conduct of your manager. I placed an order for six people, spending a considerable amount of money. While the store was very busy, I waited for my carry-out order, which I had placed online. When I received my food, I noticed that I had not been given the medium drink I paid for. Instead, I was handed water cups. Not wanting to inconvenience the busy staff, I decided to use one of the water cups for my drink.

As I was filling up my drink, your manager stormed over and caused a scene, upsetting the entire restaurant. She accused me of being dishonest for using the water cup for my drink. I calmly explained that I had paid for a medium drink but had not received the proper cup, and instead of waiting in line again, I chose to use the water cup. She then refused to give me the medium cup I paid for, insisting that I show her my receipt. When I tried to show her the receipt on my phone, she refused to look at it. Instead, she placed her hand on the water tab of the pop machine and insisted I use it. Eventually, she threw me a cup in a dismissive manner.

When I asked for her name, she refused to provide it. I informed her that I would take her picture instead. Other patrons in the store expressed their outrage at her behavior, with one family even commenting to me, "That lady is crazy."

I have never experienced such poor treatment at any other Culver's location. I demand a full refund for my order and a coupon for a complimentary meal to compensate for this unacceptable experience.

Update 8/9: I just spoke with the owner of this location, and he was very courteous. He addressed and resolved the issue caused by...

Worst experience at West Branch Culver’s!!!! I had to give it a 1 star but honestly it deserves zero stars!! My family and I went thru the drive thru at the West Branch Culver’s. We started driving and we realized we were missing our kids meal, pretzel bites and hamburger. We turned around and I went into Culver’s. I showed them my receipt and explained to them I was missing my kids meal, pretzel bites and hamburger. The whole time the front manager was packing my food she kept saying to other employees that she personally packed my food in a bag and that the only thing they didn’t give me was my kids meals. She had them make me a hamburger and she gave me my order but I still didn’t have my pretzel bites. She again started talking to other employees stating that she needed new pretzel bites because the customer keeps saying she didn’t get her pretzel bites and insinuating that I was a liar. That is not how you treat customers and there were other customers around shocked by the way I was being treated and what this manager was saying. She never would let me see her name tag either to get her name. I walked out and came back upset about how I was treated, I asked to speak to another manager and the lady at the cash register asked a manger named Issac to talk to me and he stated he was too busy and there was managers up front. I walked out because they were not caring to fix the situation and I was talking to the manager who was up front insinuating I was a liar. I will never be back at that Culver's in West Branch due to how I...

Went to Culver’s west branch on 6/3/25. Found what I think was plastic in my chicken strip. Spoke with a staff member who firmly disagreed with me that I found plastic in my chicken. (As she watched me pulling the plastic in the chicken). She said it was part of the chicken. I asked to speak with the manager. She too disagreed with me about plastic in my food and asked me if I wanted another piece of chicken. I declined. I started to leave and went to the drive thru and asked a staff member for the managers name. I went to go into the store and was approached by a male claiming to be the manager, chuck. He asked me, in an accusatory tone, if I had cursed at the staff. I definitely did not. I told him I only asked for the managers name, and wanted to tell them about the plastic in my food. He did offer a refund. I declined. The attitudes of all Culver’s staff is awful and disrespectful First they disagreed with me, then they send someone claiming to be a manager to speak with me, who is very rude. Then, I think the real manager, Chuck, Accused me of cursing to a staff, when all I asked for was a name. All I wanted to was to make them aware of plastic in the food. I hope the next person who has had the same issue, sues them. Maybe they will learn to listen to the customer and be polite to their customers, who are keeping them in business. Worst customer service I have...