Culver’s — Restaurant in West Point

Yikes. I honestly don't think I've ever given a 1-star review before, but I couldn't justify anything else after our experience here. We are not often chain-restaurant-eaters, but I've had Culver's before and know they serve good food, so we went here as a family after a soccer game. The food was still as good as at other locations--when they managed to get our order right. (My daughter thought it was kind of a fun game to count how many mistakes they made on our order. I think the total ended up around seven. But, I could be wrong because we had to put in multiple orders in order to actually get all our food. Fun!)

The line was long when we came in, and they only had one cashier working the counter. She was really slow and seemed to have a tough time understanding us as we ordered, so we had to repeat ourselves several times. She also didn't actually seem to understand how their menu worked (like the freebie custard that's supposed to come with the kids' meals). The line had almost doubled by the time they decided to add another cashier at the counter while we were placing our order.

When we got our food and noticed we were missing some food items, we checked the receipt and they hadn't actually been added to our order, so my husband went and waited in the (still ridiculously long) line again to place a new order (he ended up doing that two or three more times, too -- see, fun!).

I really don't tend to be a picky complainer at restaurants; it's a tough industry and I'm grateful for those who put in the effort it takes to provide great service. But, even I was tempted to go talk to a manager after this experience. (I didn't, though, because my husband pointed out that the shift manager was the one who opened up a second cashier line... and then closed it down after helping three or four people, to stand around while the customers continued to pile up behind the slow cashier. I didn't think pointing out the problem with the service would be effective to someone who couldn't already clearly see the problems with their own eyes.)

We'll definitely go to a Culver's again, I think, just never, ever, EVER this...

This was the worst experience I've ever had at a fast food restaurant in my life. My family and I went to eat there because we thought it might be a nice place to try. I ordered a triple sourdough melt with "NO ONIONS" as I am allergic to them. I had the cashier read back my whole order and when he read mine back I said again "NO ONIONS IM ALLERGIC." we finished placing the order and we sit down and wait for our food. Over ten minutes went by before they finally brought our food out. At this point my family all start eating because they are super hungry. I always check my order first and sure enough there are onions all over my sandwich. We called over the nearest worker and explain there are onions on my sandwich and I'm allergic. He takes the sandwich and walks away. Almost ten minutes go by again before a random worker brings me my replacement sandwich. My family is almost finished at this point but I open the sandwich and check it once again. I am now furious because there are onions on my sandwich again. My wife takes the sandwich up to the front and tells the cashier that I am allergic to onions and this is the second time they put them on my sandwich. The cashier asks if she wants it replaced. She explains that everyone in my family has already eaten but me and she expects them to replace it. So we wait again and several minutes later they bring out the second replacement. I open it and check again to make sure there are no onions. Luckily there aren't this time but they rushed so quickly to assemble this sandwich that they put 3 pieces of unmelted cheese on top of the paties and stuffed it in the box as quickly as they could. I took a couple bites but it didn't taste very good at all. Culver's was supposed to be a good family place to eat. Instead they tried to poison me twice because they didn't care enough to listen....

If I could physically give 0 stars. I would. This location is the absolute worst, this is a long rant because I'm so done and others should know to just go to a different location. Every time my husband and I come here, we always have a bad experience. From staff being rude to our order being wrong. And this was the final straw. As we are still ordering, they have made the concrete mixer for the order and brought it over before we even finished the order. I started with telling the cashier I wanted a Culver's Deluxe, add ketchup and mustard, in a Large combo with Cheese Curds and a large Concrete Mixer with Salted Carmel and Cookie Dough. Now this employee brought out a medium. Again, we hadn't finished ordering before it was brought to the counter. Tell him that it's supposed to be a large and he was annoyed. After finishing our order, we say it's to go. After waiting for our food. They bring it out on a tray. Mind you, we said it was to go. So it got taken back to be put in bags and just everyone was rude. We were polite when telling them they made mistakes. My husband's shake barely had any mint in it. Half of it was still the vanilla custard so it wasn't even blended well. It was just overall a frustrating experience and just decided to leave and not have them fix the shake. But now we regret that we didn't check everything in the bag. After getting back home. I open my box for the Culvers Deluxe and there is bacon on it. I am allergic to bacon so I can't eat it. Never did I say anything about bacon on the burger. So my dinner was just cheese curds. We are never going to that...