Company information:
Culver's
Lake Avenue
Colorado Springs, Colorado
United States
I went to the Culver's on Friday at noon to get lunch for myself and pick up a salad for dinner. I am gluten intolerant (celiac) so I ordered a salad with no croutons. I ate my lunch and when I drove home that night I opened my salad and it was filled with crumbly croutons. Impossible to eat. As I was 20 miles away and was in the process of moving, I decided to return it on Monday. I thought it would be an easy fix.
Not only did the assistant manager lean out the window and talk loudly telling me he could refund because I "may have purchased it at another Culver's" but the money I paid for the order that day was lost as I was so embarrassed I drove off.
I did follow up with a phone call to the manager and he was equally as rude citing the purchase at another Culver's philosophy.
This restaurant doesn't have a clue about customer service.
I even called the corporate office and spoke with Judy, who I was told handles complaints. I admit I was impressed by her professionalism in returning my call and her manner. I was also disappointed that though she promised she would follow up - I never heard from her again.
Celiac patrons need to know that when they order something, they can depend on the food not making them sick.
My responsibiilty: perhaps I should have called them that night. I really didn't think it would matter. I offered to send my bank statement to Judy, and it would have shown the purchase at Culver's. She stated she didn't need it.
The managers/owners at this franchise are rude and arrogant - and they are obviously very worried that the citizens of Colorado Springs are going around purchasing food at other Culver's franchises and requesting refunds at their branch. This is beyond ridiculous!
I gave this franchise several opportunities to make this right - I'm out about $10.00, but they are out my business forever.
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