ComplaintsforCulver's

• Initial Complaint

  03/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 6, 2022 I proceeded to go to the drive thru of H313537**343233393938H and I placed an order for a H313537**343233393938H Deluxe Meal at 7:16pm. After observing five cars being serviced that pulled up after me, myself and the car that was parked in front of me entered the building. As I walked in I was greeted by a young lady that asked if she could take my order. I smiled and told her no thank you but I need to speak to a manager. She pointed to a tall African American male with a black hat and said thats our manger. I waited patiently while he offered the patron that was waiting before me two pints of ice cream for free and gave him his food. When he walked over to me, I gave him my order number #** and I explained that I had waited twenty minutes in the drive thru and five cars who pulled up after me were serviced and I had yet to receive my food. ** turned to the team members and asked them what order number were they on and a young lady replied 35 and 36. A young man proceed to hand me my food and said Oh it just came up. I took the bag and the manager told me I can offer you what I offered him and thats two pints of ice cream. I replied No thank you, I would like a refund. ** stop and looked at me in disbelief and with disdain in his voice he said Well if I give you a refund, then I will need to take the food back. I then proceeded to slide the bag across the counter and ask hi, for his name. ** said How did you pay? I said With a card. But what is your name Sir? ** replied ****! ******************************* or whatever you want to call me! I gave ******************** my card and I asked for the **************** number. ** stated it was franchise and he couldnt provide it. I asked for The General Manager number and I was told I just cant be giving out peoples names and phones numbers like that. You can call back in the morning and speak to a manager and the General Manager will not be in until Tuesday. I confirmed his name and requested my original receipt and refund receipt.

  Business response

  03/22/2022

  Thank you for relaying the official complaint to us.  I have reviewed the situation with both parties.  We were running behind on the order in question.  The manager on duty offered the guest two free pints of custard for her inconvenience, worth more than the actual order itself.  After speaking with the guest, I was informed that she didn't care for custard at that time and then requested a refund.  I apologized to the guest and will send her a certificate for her next visit if she chooses to give us another chance.  If posted online, please remove names from the posting if possible to protect the privacy of both parties.

  
  

  Sincerely,

  Matt

  Culver's of ***************

  
  

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