Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stopped at Culvers and purchased a 2pc fish dinner. The cashier explained that they were having system issues and their system was offline. I said ok. I understand these issues happen everywhere ever so often. He gave me number 92. I went and cleaned a counter off, left my 92 number, washed up in the bathroom and came back to the counter and waited. After waiting for approximately 20 minutes, I went back to the counter and waited there to save time from them walking around in the dining room trying to find me. After waiting about 5 more minutes, I said never-mind, just give me a refund. I waited a few more minutes for the shift lead to come up for the refund. She explained again about the offline issues and said it was not her fault that I had to wait for the refund. She printed out my original receipt and refund request and said to contact her if not received. My initial main concern had nothing to do with the offline issue or refund wait which if she had of taken one moment to LISTEN, she would have known that. It was waiting so long for my order. Sure they were busy but they had many employees standing around holding their counters up doing nothing as if the offline issue was an excuse to appear dumbfounded. They were not doing much of anything to keep things moving. One employee had time to stop and wipe her nose with her hands while bagging orders and I did not see her wash them. The Culvers in ********* and ****** IL are even more busy on Fridays, the orders are up much faster and everyone is hustling. Everyone knows Culvers makes the orders fresh when ordered and there may be a little wait. This Culvers had too many employees on hand with nothing much to do but complain about the offline issue. One of them should have had a sanitizing towel cleaning tables and counters in the dining area. I want my refund ASAP and they cannot give me back approximately 1/2 hour total I wasted by stopping there in the first place.

  Business Response

  Date: 10/29/2024

  Thank you so much for reaching out in regards to Mr. ******** concern. 

  It was unfortunate, but we were having some connectivity issues during his visit on the 11th of October. While this is uncommon, I certainly understand the frustration that Mr. ****** encountered. It took a phone call and some time, but  I fixed the issue by replacing a cord and restarting the communication system which runs on Wi-Fi. He is correct we cannot replace the time he spent at our location and I wanted to offer a coupon to return another time if he was interested, however I was told that he would not be returning and didn't want the offer. I also offered to have the food made fresh once we realized that the order wasn't properly sent to the kitchen via our register system; it was declined and reiterated that the only thing desired was a refund, to which I addressed as soon as I was able to access the register again. I will attempt to reach out again, as some time has passed and Mr. ****** may have different feelings as some time has passed since the visit. I have attached the refund receipt to which shows the refund was successful and $13.54 was sent back to MasterCard # ending 1972. Please let me know if you need any further information.

   

  Kind regards,

  ****** *******

  Culver's of ********, ** - E. Riverside

  ************

  Customer Answer

  Date: 11/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and although there was a boldface lie told.  The refund has shown up on my credit card.  ****** lied when she stated an offer was made to me as it was not and she knows very well that I was a woman as I spoke to her at great length, there was no "Mr".  Complaint closed as I will let God handle her willful deception.
  
  Sincerely,
  
  ***** ******