Culver's review: Disrespectful team member

I filled out an online complaint, on the Culver's website. This was the response I received, as well as my response to that email:

Dear Jill Collins,

I am writing you on behalf of the Culvers team. I am very sorry that you drive thru experience was unsatisfactory. Our customers are very important to us, and I would appreciate the chance to show you how greatly we value you. Please except 2 Free Value basket (Good at only this location) on your next visit

Thank you for giving us another chance.

Shelby
Manager

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Shelby,

Again, thank you for taking the time to respond to my concern. I don't usually take the time to review or file a complaint, but after the treatment we received, last Saturday night, I felt compelled. From your response, it appears that my email, to the Culver's website was not provided to you. We were dine-in customers, not drive-thru patrons.

We walked in around 7:30 pm. We stood at the counter, while team members conversed with each other and filled drive-thru orders. Finally, after several minutes of being ignored, aa young man came around the corner, greeted us, and took our order. I apologize for not knowing names (African-American man, tattoos on his forearm…very nice, personable, and professional.) We filled our drinks and sat down at the far windows to wait for our order.

We waited for nearly 20-minutes for a two-chicken strip meal and a mushroom swiss basket with cheese curds. During that time, we could clearly hear a teen-age girl (long blonde hair) talking very loudly about hating her Culver's job and being stuck there until she can find something else. She continued to verbally banter with another loud teen-age boy with gauges in his ears. She used to profanity that was clearly heard throughout the eating area. One older couple, dining with their grand-daughter got up and left before finishing because of the uncomfortable conversation and language.

After 20-minutes passed, I got up, with my ticket, and went up to the counter to inquire on our food order. The blonde girl looked at me, looked at the ticket in my hand and walked over to the trough to put our food on a tray. It looked like our food had been sitting there for a while, but was on its way out, so I went back to our seat, without saying anything. She brought our food to the table, and "tossed" it down without a word. I was appalled at the service, and said, "Not so great service tonight." She rolled her eyes and kept walking. Our food was cold, when it came out, but we lacked the confidence that if exchanged for fresh food, would not be tampered with.

Part of our order was missing, so my husband went up to the counter. He, and the other customers waiting in line could hear this girl laughing with another employee (guy with gauges) about throwing our food on the table and walking away, then repeated my comment and laughing with the entire crew cooking the food. My husband looked at the other customers, who commented, "What is going on here tonight? That's terrible!" So, my husband looked through the window and asked to speak with the blonde girl. After two attempts to gain her attention, she finally came out. He told her that her service and behavior was [censored]. Mocking customers and treating them this way is disrespectful and appalling. We have been patrons of Culver's for years, and have never been so blatantly disrespected. Clearly, there was minimal managerial leadership that evening, and it showed. We were very disappointed, and we left without finishing our meal.