Culver’s

The (1515 N.
Naper Blvd) Naperville Culver’s is a clean and vibrant location that is always bustling when I’m there.
Their signature offerings including the ButterBurgers are mostly always on point. One significant improvement is for the generally younger staff to really listen and double check the customer orders. The last two times I was there, they added cheese to two separate burgers when I clearly and repeatedly said no cheese [visit 1] and forgot to add the condiments on one and condiments and lettuce on the other [visit2]. Since my wife cannot have dairy, I needed to drive back to Culver’s the second to last visit to get her double ButterBurger replaced. I called the Culver’s on the way back and the manger named Christian was so kind, immediately and professionally empathetic, and offered an immediate solution.
He took my original order number that I read from my receipt and remade my wife’s burger fresh and hot and PERFECTLY made and without cheese as originally ordered. This clean, vibrant, and “locally owned and operated” Culver’s in an excellent location in the best, most accessible part of all Naperville. Food: usually a 4.4 to 4.65 out of 5 stars Drive thru service: needs lots of work and training and accountability Came back for another visit on April 20, 2024 and the service is awful.
I am the second in line in a drive-through and been sitting here for 20 minutes and there’s a line of people behind me. There’s numerous individuals behind the counter and ordered two burgers and still waiting. The girl taking the order rushed me through, and then I tried to double check with the person at the register through the drive-through to make sure I’m getting the right order and then there was confusion with the person who brought the food and totally unsure if what we wanted on the one burger as it stands.
Going to find out when we get home. I appreciate the owner responding to me. I manage a major nationwide retail business myself. As a manager of this Culver’s I would continue to reiterate to the employees who take orders for customers to train / be shadowed to slow down a bit and kindly, confidently, and (good) authoritatively repeat every order back to the customer .
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which gives them high confidence that they were listened to, and that their order will be accurate, and that they are valued. This kind of gold standard customer service which is normative for exemplary businesses will be the exact opposite of my last visit where the girl who took my order raced me through verbally while trying to order, didn’t put the items and condiment preferences up on the screen, and subsequently, I had to nonchalantly and embarrassingly had to try to slow her down and repeat to her twice the specifics on the burgers and why. Maybe it’s time to hire and pay appropriately more older and mature individuals that know what it’s like to have a conversation and treat them the way they want to be treated. Repeating an order back to a customer with authoritative finesse is restaurant server guru 101. I am still a loyal Culver’s customer and plan to come back to this location but unfortunately will have to go into the store to make sure somebody listens and repeats back to me what I ordered. I don’t have time for the drive-through anymore until my confidence changes.

Owner response

Culver's is hands down one of my favorite fast-food spots! The food is always fresh and delicious, especially their ButterBurgers and Frozen Custard.
The staff here are incredibly friendly and attentive, making each visit a pleasure.
The restaurant is clean and inviting, perfect for both quick bites and relaxing meals.
Culver's consistently delivers on quality and service, making it my go-to choice whenever I'm craving a tasty burger or creamy custard treat.
Highly recommend!

My granddaughter and I went here tonight because she wanted to go there.
We ordered a kids meal and drink.
I also placed my order.
We waited quite awhile and they brought out our food going through the entire order.
That was accurate, so I took the bag and drove all the way home.
Get inside and none of her order was in the bag. The Fish Sandwich was mushy and tasteless.
Order number 170.
Never going back!!

Owner response