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:09/25/2023

  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.

  In late April or early May 2023 I contacted Culvers through their website to complain about 3 of their restaurants only filling their large chili cup full. Since it happened at multiple restaurants this appears to be a common practice at all Culvers restaurants. On 5/23 Culvers replied and opened case ID: ************************************. They asked for a picture of the chili I had received. On 5/23 I replied to their email and I gave them a copy of the photo that they requested. I never received any reply to my 5/23 email so on 6/12 I followed up with Culvers again. I never received any reply to that email either so on 7/21 I followed up with Culvers again. For the 3rd time in a row I never received any reply to that email either. I also never received any reply from any of the 3 stores (Wixom, Okemos, *********) even though Culvers said my feedback had been shared with the owners of those locations. I can only assume that Culvers does not care at all about customer service. I gave them multiple chances to contact me and provide an explanation but they chose to ignore me each time. Since no explanation/apology was ever provided, I would like corporate Culvers to provide me with a refund equivalent to 4 large chili. Additionally, if Culvers is going to continue to only fill the bowls full then they need to change their advertising so they dont show a picture of a completely full bowl. If you advertise a completely full bowl and then only serve a full bowl then this is false advertising. Your advertising should honestly reflect what the customer will actually receive. I will include a picture of Culvers advertised chili which is filled all the way to the top. I will also include a picture of the chili they serve which is only filled full. You will notice the top of the cup I received is completely white/clean so you can tell that the bowl was never filled beyond that point.

  Business Response

  Date: 09/27/2023

  Good afternoon **********************,

  My name is ********************* and *************** to your concern regarding Culver's Chili portioning. We are disappointed to learn you have not been contacted by any of the restaurant owners/managers where you've had the experiences and are reaching out to each of them to gain further understanding of why that did not take place. We will respond back to you after we receive additional information back from each of them.

  Thank you for bringing these concerns to our attention and for your patience as we contact the appropriate restaurant operators. We will respond back within 48 hours.

  Thank you again,

  ********************;

  Guest Relations Manager

  Culver Franchising System, LLC

   

  Customer Answer

  Date: 09/27/2023

  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.
  
  The business indicated they will follow up with me again in 48 hours so I will await their next reply. Thank you!!
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/30/2023

  Type:Billing 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 arrived at 7:34 p.m. and the food was not served until 7:54 p.m. Even then the order was served incomplete. The entire restaurant was chaotic. I am requesting store credit and contact by the owner. The owner needs to investigate why customer service was poor this day, when there is plenty of staff.

  Business Response

  Date: 07/10/2023

  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 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 and the date of your visit. 

  Thank you again,

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

  Guest Relations Manager

  Culver's Support Team

  Customer Answer

  Date: 07/10/2023

  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.
  
  The address of the restaurant in question is **********************************************************************
  
  Regards,
  
  ***************************

  Business Response

  Date: 07/11/2023

  Thank you for providing the additional information requested. Since each Culver's restaurant is individually owned and operated, we will provide our franchise owner-operator in ******* ** with your contact information so they can follow up with you directly.

   

  Thank you again,

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

  Guest Relations Manager

  Culver's Support Team

  Customer Answer

  Date: 07/11/2023

  [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:02/28/2023

  Type:Service or Repair 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.

  The incident initially happened on February 2, 2023. I took a picture of my food after I was told that the other person's sandwich was not right. We did not discover this problem until we had driven home, which is in another county. The person on Register 6 took our order and he stated that the items I requested to be on both sandwiches included the mayo, extra tartar sauce, lettuce, tomato, and pickles would be on our sandwiches. I parked and waited for a period of time and there was no reason for them to have my order wrong. The matter is irritating because I tried to call this restaurant to address the issue and the phone did nothing but ring. I tried calling back today, February 3, 2023, at 10:31am, before their busy hours in hopes of speaking with a manager or someone, to no avail. Also, the irritation comes from the fact that the bag was sealed by them so that made me feel that all was correct. On February 4, 2023, ******** contacted me, and I explained the matter with her and thought based upon what was shared that she would resolve the matter without it having to resort to this stage. On February 21, 2023, via text message, I contacted ******** sharing my concerns with her about replacing what was incorrectly delivered by one of her employees. Her attitude was that she is sorry about both meals, claiming that this was all she could do. I asked her to go back to review the customer service concerns and to just honor what was already paid for. Which she did not. I did not ask for a *********** with a drink. She herself acknowledged there being two items that were to be made the same. The customer is supposed to be right, I thought.

  Business Response

  Date: 03/01/2023

  Good morning *****,

  We apologize for disappointing you recently at the new Culver's in ********* **. Apparently the team member taking your order neglected to add tomato (there would be an upcharge for this condiment) and pickles, so that information did not reach the kitchen team to prepare your sandwiches exactly as you wanted them. We want to make this right with you and will be happy to send you another Value Basket voucher to replace the second sandwich.

  Thank you,

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

  Culver's Guest Relations Manager

  Customer Answer

  Date: 03/01/2023

  [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:12/14/2022

  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.

  My wife and I went to the *********** ** location after her graduation and went through the drive through because we have a newborn baby. My wife ordered the 2 piece dinner fish meal and I wanted just the 3 piece fish, not in a meal. After we ordered and were told the total was $36 we were shocked and thought there was something wrong. When we got to the window, we verified the order and the order was correct. We were still confused because we have ordered these meals before. When we got our food, I saw my fish was in 3 separate boxes. I then realized I was charged per piece of fish. I also asked for honey mustard during ordering and did not receive it so I had to pull over and go inside to get it. After seeing the receipt I saw I was charged almost $6 per piece of fish. I paid almost $18 for 3 pieces of fish when I could have gotten the 3 piece fish meal for $14 and they didnt inform me of that when I was ordering. I was also disappointed to find out the fish was over cooked and chewy. I called the store to complain. The person I talked to just said Im sorry. I left a concern on the website and requested feedback and still havent received a reply so I decided to report it to HQ. I am very disappointed in the situation and it makes me never want to return to Culvers and tell everyone I know about my experience.

  Business Response

  Date: 12/26/2022

  Good afternoon *****,

   

  Thank you for taking my call and providing us with what follow up from the restaurant that has taken place since you reached out to us here. As you explained, the restaurant team has following up with you via email to apologize for the misunderstanding at the time you placed your order and will use this as a training opportunity with their team to help avoid any future misunderstandings if a guest should make a similar request. In addition, thank you for sharing that they have offered to send you some coupons to make things right with you.

  We will follow up with the Warrensburg team to ensure that final step has taken place and we look forward to serving you and your family in the future.

  Happy New Year,

  *********************, on behalf of ***************************

  Culver Franchising System, LLC

   

   

• Initial Complaint

  Date:12/12/2022

  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.

  Attempted to order through their drive-thru when another customer cut in front of several of us in line.I informed her that she had cut line and she needed to start at the BACK of the line. She finally pulled forward away from the kiosk and when I went to place my order, the manager refused to serve me because I got out of my car.I spent ********************************************************************************************************************************************* FOR DOING THE RIGHT THING???I contacted the corporate office and was told the franchise owner would contact me. He/she has not. I am presently not satisfied with the treatment I got at this store and it sickens me that people cutting in line are supposed to get away with it, at least accordinng to the restaurant manager at this location (**********, manager *********************).

  Business Response

  Date: 12/13/2022

  Good morning ******,

   

  Thank you for reaching out to us again about your experience at the ********* restaurant. After receiving your phone call here at Culver's *************** we contacted the restaurant's owner-operator, reviewed all the information about this incident, and believe no additional follow-up is required.

   

  Thank you,

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

  Guest Relations Manager

  Culver Franchising System, LLC

  Customer Answer

  Date: 12/13/2022

  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.
  
  [Completely unsatisfactory.]
  
  Regards,
  
  *********************