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:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  A little over a week ago I noticed in the rewards section of the Culver's app, "you've earned a value basket" and to watch out for an email. I got the coupon, almost a week later, but it is for "buy one, get one free", not a free value basket. The notification did not mention anything about a purchase required, or it was a BOGO offer. I called corporate and was basically told "too bad". I've given Culver's a lot of money over the years, but it's apparent to me rather than make it right, the agent I spoke with seemed to have no concern or care whatsoever, and frankly if she is representing Culver's this is not a good look for them. I would also like to point out it has nothing to do with the store, the reward is sent from corporate. I would like the free value basket I was promised.

  Business Response

  Date: 11/13/2024

  Hi *******,

  We are sorry to learn of your disappointment in our offer through our MyCulver's program. When signing up for MyCulver's we offer a value basket in the form of a Buy One Get One Free Value Basket as a reward for completing your MyCulver's profile. We are glad to hear that you did receive the coupon for completing your profile and would still like to offer a value basket coupon for the misunderstanding. We have sent the coupon via **** to the physical address you provided. Please allow 2-3 weeks for it to arrive in your mail.

  Thank you,

  Culver's Guest Relations Manager.

• Initial Complaint

  Date:09/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We are frequent patrons of Culvers, but have never visited your *********** #*** store. We were there on 9/20/24 and it was a shockingly awful experience. The employees were so unprofessional. I placed the order and after over 20 minutes one of the workers who didn't speak a word of English brought me a small bag. I told him it was missing 75% of our order. I started eating the fries while waiting for 4 kids meals and 2 more adult meals. He came back and ripped the bag of half-eaten food out of my hand without saying a word and walked outside and handed it to a car waiting. My jaw was dropped for several minutes. I waited another 10 minutes and had to ask for a manager to find our order. She apologized and after a few minutes, brought what I thought was the rest of the order and I left. I realized that two of the meals were incorrect and they missed all of the kids meal milks. We also didn't get the ice cream for that comes with the kids meals.When I called they said I'd have to come back, but we live an hour away and just drove through on our way to visit my dying mother in the hospital. Worst restaurant experience of my life.

  Business Response

  Date: 09/24/2024

  Good morning, ***,

  Thank you for taking our call regarding your experience at the Culver's in ************, **. As we shared with you, each restaurant is individually owned and operated, and we have shared your experience and contact information, per your request, for the owner to follow up with you.

  Thank you again for sharing your experience with us. We look forward to serving you and your family again.

  Thank you,

  Culver Franchising System, LLC

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  We did talk with Culvers HQ and they said the franchise owner would contact us, but they did not.  We have had a horrible experience and no one will take accountability for it.
  
  Regards,
  
  *** ******

  Business Response

  Date: 09/25/2024

  We have spoken with the owner and operator of the Culver's in ************, ** who shared that they have spoken with you and resolved the experience.

  We appreciate you sharing your experience with us and look forward to serving you again.

• Initial Complaint

  Date:07/25/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  July 25, 2024 I want a full refund, burgers were burnt and dried out, took 15 minutes to bring order to our table, burgers were not hot. I ordered coffee with creams and sugar, after the 15 minute wait, there was no coffee on our tray. I complained about the 15 minute wait and no coffeehis response was everyones on a backup right now, then he left to get the coffee, came back with no cream and sugarwe were there at 7:46. Superbly disappointed! I want a full refund! Unbelievable, how many workers there were on the flooryet, poor quality service!

  Business Response

  Date: 07/26/2024

  Good morning,
  Thank you for making us aware of your experience at Culver's. We are sorry to have disappointed you and would like to learn more about the experience and to share your concern with the appropriate Culver's franchise owner-operator. To help us proceed in addressing your concern, please reply back with the location of the restaurant you visited.
  Thank you, Guest Relations Manager Culver's Support Team

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  ************** 30, 2024 at 6:50PM <**********************> wrote:Hi ******** thanks for a fast reply we purchase one medium and one large Concert mix.1. We left with not getting an ice cream.2. we never got refunded. We just got of the store 3. I hate to say the workers were too busy to stop and talk. When my wife asks to speak to the manager, he was too busy.he walked away. He just walked away.4. so we walked away without ice cream or our $$$.My wife was so mad. So was i.5. As we were waiting I went to get some napkins ..There were none .I ask a worker. She said ok and walked away.6. Finally my wife went up again. And asked for our order. She said wait and 10 minutes later we walked out.7 total of 30 minutes for two ice creams 8, we normal go your store on route 100 in ********** .9 the store was dirty cups and food on the floor , tables dirty not cleaned ******************************* the wrap 11. very dirty very unclean ******* ************************************************************************************************************************* ************

  Business Response

  Date: 07/12/2024

  We received a voicemail from ******* regarding his experience at our office in ********* on July 11. We were unable to reach him by phone and have left a voice mail message with direct contact information for him to return our call. We look forward to speaking with him to learn more about his experience prior to sharing with the restaurant's owner-operator.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  6/27/24 .. Culvers #********************************* a drive-thru order for a family dinner. We drove 20 min to our sons residence. One order was missing; the $7 chicken tenders; we had the fries and but no tenders. I drove back to Culvers the next day. The manager ****** said we should have called them the night before, I had the receipt; because of the error, I wanted another order or a refund. The manager said no, it was too late, no refund of any kind even though it was their mistake. Its the principle. He said how does he know that Im not telling the truth, in so many words. My husband and I love Culvers, we eat at one at least once a week, if not more. I am very disappointed in the manager at the ****************** location for lacking common sense!, over a $7 order of chicken tenders!

  Business Response

  Date: 07/01/2024

  Good afternoon,

  We were unable to reach ****** by phone and have left a voice message with direct contact information for her to return the call. We look forward to speaking with ****** to learn more about this experience prior to sharing with the restaurant's owner-operator.

  
  Thank you,
  Culver's Support Team

• Initial Complaint

  Date:05/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 placed an order for french fries and cheese curds in the drive thru in ******** ** on May 12 2024 at 2:10pm and waited over 15 minutes while everyone else after me got their food. I couldnt wait any longer and had to leave without my food because i had a sick kid in the car. This is so unacceptable. I called for a refund and they told me they couldnt refund me unless I went inside!! Also unacceptable since its their mistake. I had to turn around and go back. I made them come out and get my card to refund me. That took another 10 minutes and they never even made my food in that time! Im so upset. I had babies in the car. How do they expect me to come inside when I initially went through the drive thru for a reason. You should be able to refund a customer without needing their card. Plenty of businesses can do that. I wasted 30 minutes of my day at Culvers and didnt even get food. Hire some competent people. I want to know what happened to my order and why 1 order of french fries and cheese curds couldnt have been made in 30 minutes.

  Business Response

  Date: 05/13/2024

  Good morning,

  We were unable to reach **** by phone so have left a voice message with direct contact information for her to return the call. We look forward to speaking with **** to learn more about this experience prior to sharing with the restaurant's owner-operator.

  Thank you,

  Culver's Support Team

• Initial Complaint

  Date:04/17/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 have spent over $120 over the past 30 days on horrific food and abuse by the general manager at the ***************************** location. I have had at least once a food poisoning moment and to no avail of getting a Regional Manager to make this right. They do not always want to make it right or refund the money and I am now sick of it. Tonight was the last straw. The grill chicken and the deep fried chicken sandwiches were undercooked and the fries were dead - $14 of wasted money and my personal time as i had to wait and when i called to have it remade the General Manager was just abusive and would offer no reprieve and even refused to give her name. She was more worried about her name being trashed she said and it was too personal to share. If i was a voice analyzer i would say we have talked with her before on many occasions and she absolutely does not care about customers and should be fired. And potentially others who act just like her - as we have been lied to by others claiming to be managers or people who can help and cannot. it is AWFUL. HELP....Culvers....Corporate is the last reprieve!!!!

  Business Response

  Date: 04/29/2024

  Good morning,

  We are sorry to learn of your experiences at Culver's in ****** and will convey your message to the restaurant's owner-operator. Our quality standards are high and if we don't deliver on those standards we certainly will make it right. Thank you for providing your contact information so we can mail you replacement vouchers for your recent experience.

  Thank you again,

  Culver's Support Team

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No i want a call back from the Culver's ******************** and some potential refund for all the absolute horrific food we have paid for and received...

   

  My phone number is ************
  
  Regards,
  
  *************************

  Business Response

  Date: 05/06/2024

  Good morning,

  We are sorry to be unable to meet your request for a full refund of meals you purchased over a 30 day period at Culver's. We have researched your concerns and learned that the restaurant operator has replaced multiple meals for you due to isolated complaints from you that the meals did not meet your expectations. We have also learned the allegation that your team became ill after eating at this Culver's was not confirmed and could not be validated. In addition, the restaurant operator was not notified of any illness concerns which would always be the first step in seeking resolution.

  Thank you,

  Culver's Support Team

   

   

• Initial Complaint

  Date:03/29/2024

  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 was shorted on my drive up restaurant order about a month ago. I filled out a complaint on line to the corporate offices of culvers, and never received a response. I filed a 2nd complaint via their website and still no response. Crickets. Culvers offers a very good product, but its expensive. I understand that errors happen in this business, but its poor business to not respond to customer complaints/concerns, especially when the request for reimbursement is small. Requesting $4.00 in coupons to replace the food I was shorted in my order.

  Business Response

  Date: 04/22/2024

  Good morning,

  We apologize for the delayed response. We certainly want to make this right and will send a voucher for a free Value Basket that can be used at any Culver's restaurant in the future. The value will far exceed the requested amount of $4.00.

   

  Thank you,

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

  Culver's Guest Relations Manager

  Customer Answer

  Date: 04/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:12/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Forgot my fry

  Business Response

  Date: 01/08/2024

  Good afternoon,

  Thank you for contacting Culver's ************** regarding the error with your order. We are very sorry for the delayed response and believe previous messages may have been diverted to a spam folder. 

  To make this right with you, we will be mailing you a coupon for a complimentary Value Basket, valid at any Culver's restaurant, at your convenience. The coupon does not expire. 

  If you should ever have any questions or concerns, please feel free to visit www.culvers.com, select Contact Us, and we will address your message promptly.

  Thank you,

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

  Culver's Support Team

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  There is no specific date for this issue. My son is 9 years old. We have been visiting various Culver's locations all over the midwest since he has been able to eat solid foods. He likes Culver's corn dog kids meals the best. He has autism and takes a very long time to eat ice cream. We rarely used the ticket for the scoop of ice cream. Several years ago, the manager at the ***********, ** location told ** we could turn in 4 of the tickets to receive a pint of ice cream and we could take it home and he could enjoy the ice cream a little at a time. This was a perfect arrangement. We had done this several times. There was a new manager assigned to this location and he told us that was not allowed. The system would not allow us to do that. I question that I had previously and he acted like I was lying to him. I tried a couple other locations with the same result, all different reasons. I tried to call as well as email headquarters with no response back. Since then we have accumulated a large number of tickets in which we paid for the meals. We are not expecting anything for free. It is included in the charge of the meal. I am in shock that I could come to the store and turn in one at a time and put into a container of my own, but I cannot turn in the tickets and receive a pint. To me, this make no sense what so ever. I would be wasting employee time and the sheer number of containers wasted would be absurd. At this time, with the number of tickets we have accumulated, we could share custard with his entire 3rd grade.

  Business Response

  Date: 10/12/2023

  Good morning,

  Thank you for sharing your experiences at Culver's and offering your suggestion to add custard pints to our Kids Meal program. We are disappointed to learn you had previously made attempts to contact our team with this suggestion, however we were unable to find the messages in our archive to reference back to. 

  Currently the Kids Meal free scoop tokens are not redeemable for Culver's custard pints as part of our Kids Meal program. However, we are happy to know the *********** restaurant manager had previously found a way to accommodate your family. We will share your suggestion with the members of our team who work with this program. For the time being, we can suggest you take your son's free scoop of frozen custard home in a lidded dish to enjoy a little at a time as he wishes.

  Feel free to reach out to us at ****************************************** or by calling ************ M-F, 8-5, with any additional questions or concerns.

  Thank you,

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

  Guest Relations Manager

  Culver Franchising System, LLC

   

  Customer Answer

  Date: 10/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Thank you for the quick response. This however does not solve the issue. Our closest Culver's is 30 minutes from our home. We frequent the **************** location, the *************** location, *********** and Spring Green. None of these locations are close enough to transport a scoop of custard home for our son to eat at a later time. My husband works in *********** as a Director just across the street from the Culver's there. He would bring a cooler to transport the pints which were frozen solid home. For example if we had 4 scoop tokens, he would turn them in for one pint. At this time we have collected 40 tokens. That would be 40 individual scoops of custard! The response you have given is in no way a resolution. Very disappointed that this is your way of accommodating our special needs child.  
  
  [Please type your response here.]
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/16/2023

  Good morning,

  We are sorry you are disappointed with our response to your concern. As explained, Kids Meal free scoop custard tokens are not currently redeemable for pints of custard from the retail freezer. We have shared your request with the members of our team who work with this program for consideration in the future. In the meantime, an option would be for your family to purchase a small value basket which includes equal menu portions to the kids meal, minus the custard. You could then purchase the pint of custard separately to transport home.

  Thank you again,

  *********************, Guest Relations Manager, Culver Franchising System LLC

  Customer Answer

  Date: 10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Unfortunately your response does not resolve the issue we have with the now 71 free scoop tokens (pic attached) he has accumulated. I believe that shows how good of a customer we are. It is disappointing to say the least, Culver's will not accommodate this request. We are only requesting what we paid for. How hard is it to put the number of scoops we turn in, to a pint container? I have an MBA in accounting and business and have worked with customers all of my career and this goes against all of the principles ever taught, not to mention the act of being kind to others. 
  
  Regards,
  
  ***********************