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Upset With Culvers


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#1 nikelodeon79

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Posted 20 September 2010 - 11:34 AM

The only restaurant in my town that has anything gluten free on their menu is Culvers. Whenever friends want to go out to eat, that's where we go, and I have the same thing: chicken cashew salad. Sometimes I have the frozen custard for dessert.

I was just diagnosed with celiac the beginning of last month, so I'm still adjusting to things like giving restaurants instructions on cross contamination. The first time I ordered custard, the employees were very nice and washed off a scoop to use when I explained to them why I couldn't eat the ice cream if they used the ones sitting in the water (the "flavor of the day" always has gluten, and the scoops are used in both kinds).

Well, the second time I went to Culvers, I explained (nicely) that I needed them to use a fresh scoop for my ice cream. The girl at the counter looked at me and said in an irritated voice, "Those are all the scoops we have." I asked if she could please wash one off, and told her that's what they did the last time I was in. She seriously rolled her eyes at me and just stared at me. I said, "nevermind!" and started to walk away. Well... I decided I didn't deserve to be treated like that just because I have an illness, so I asked to speak with her manager. The manager proceeded to go over to her and listen to her whine BEFORE he ever came over to talk to me. I felt this was inappropriate and he should've talked to me first, then gotten her story.

At any rate, I explained to him what I wanted and what had happened, and he told me she just didn't understand what I was asking for. I told him that she rolled her eyes at me. He told me that was just her "panicked face," and that she was new, so she didn't understand a whole lot. I said she'd better get a better panicked face, because she was going to upset a lot of people by rolling her eyes at them!

He gave me a free dish of ice cream but I just felt embarassed by the whole thing. I HATE drawing attention to myself and having to be so specific and insistent when I order. The next day, we went to Perkins and I didn't even bother giving specific instructions... I just tried to order things I thought were gluten free, but of course I ended up getting glutened. I haven't been out to eat since.

Sorry to be so lengthy... I just really needed to vent. :(
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#2 jackay

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Posted 20 September 2010 - 02:40 PM

At LeAnn Chin I ordered a gluten free meal. The server dished up my rice and and set it in the warmer by all the other foods. He put together quite a few other orders by the time my food was ready. I politely asked him for a new dish of rice. He didn't look to happy about it but did get me a new one.

Another time I ate there, I found a piece of fried rice in with my white rice. I was famished at that time so just scooped out a big chunk of rice and ate the rest. Luckily, I didn't get sick.

I got the eye rolling at a grocery store when I asked the cashier to clean the conveyer belt because it was full of flour. She rolled her eyes at the customer in front of me. I didn't see how that customer reacted. I should have reported this to the manager as it really made me feel bad.

I don't have a problem buying wheat bread for my husband but I do have a problem with flour all over the conveyer belt. Anyway, the time I got the eye rolling I didn't have any wheat products.

I wish all grocery stores had self check aisles. It often takes longer if I need help from a cashier but at least it is less handling of the food.
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#3 Rissmeek

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Posted 20 September 2010 - 03:28 PM

I read my husband your post, he's the celiac in the house. He suggested the following. Go to Culver's website and find a feedback form of some sort. In the feedback form fill in the following:

I'd like to thank Culver's for providing gluten-free options on their menu. I used celiac.com's world-wide community to help find options for myself. As a newly diagnosed Celiac I found it comforting to know that a local restaurant had provided safe options for me to choose from. Culver's in _________________ must not be aware of the corporation's wish to provide safe eating options for Celiacs though.

(Put the store about eye-roll and manager's reaction here.)

It is with a sad heart that I must remove Culver's from my eating options both locally and during my travels. After this experience I can not trust my health with people who are not willing to take small steps to ensure my safety. I have also shared my story with my fellow Celiacs to help ensure their safety as well.


He's guessing this will get someone to notice.
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Mel

#4 MelindaLee

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Posted 20 September 2010 - 05:19 PM

I read my husband your post, he's the celiac in the house. He suggested the following. Go to Culver's website and find a feedback form of some sort. In the feedback form fill in the following:

I'd like to thank Culver's for providing gluten-free options on their menu. I used celiac.com's world-wide community to help find options for myself. As a newly diagnosed Celiac I found it comforting to know that a local restaurant had provided safe options for me to choose from. Culver's in _________________ must not be aware of the corporation's wish to provide safe eating options for Celiacs though.

(Put the store about eye-roll and manager's reaction here.)

It is with a sad heart that I must remove Culver's from my eating options both locally and during my travels. After this experience I can not trust my health with people who are not willing to take small steps to ensure my safety. I have also shared my story with my fellow Celiacs to help ensure their safety as well.


He's guessing this will get someone to notice.


Love it! You're married to a smart man! :rolleyes:
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#5 Rissmeek

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Posted 21 September 2010 - 01:38 PM

Love it! You're married to a smart man! :rolleyes:


He has his moments. lol :lol:
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Mel

#6 sandsurfgirl

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Posted 21 September 2010 - 10:17 PM

Number one I ALWAYS use the word allergy. That word scares them and makes them think of people blowing up with hives and stopping breathing. We are there the save our butts from glutening not educate the world about the difference between an autoimmune disorder and an allergy. We can do that elsewhere but not at a restaurant where we want to eat their food.

I never go into detailed explanations except what is necessary. It confuses them and they don't have time to listen to it.

I always thank them for the extra time it takes to prepare my meal. If you've ever worked in a restaurant you know that it's a total pain the ass to deal with us. It totally interrupts their work flow and their mental process when they are busy. And it's scary wondering if you'll get sued by some jackass with a chip on his shoulder if you make a mistake.

If there is no gluten free menu I always ask for the manager or chef. I say "I have celiac which means I'm allergic to gluten. Gluten is in wheat, barley and rye. Can you please help me figure out what I can eat on the menu?" I've never had anyone be unhelpful and I eat out a lot. I tell them I have to be careful with sauces and salad dressings. Often they will bring me a list of ingredients for dressings or I just stick to oil and vinegar. As a matter of

The other thing I say whether they have a gluten free menu or not is "I am VERY sensitive and my allergy is severe. If just a few crumbs get on my plate or trace amounts of gluten items like bread touch my food I can get sick for days. Can you please ask the chef to be extra careful with my food?"

Then I give suggestions like cleaning the grill, etc based on what I'm ordering. I have had many instances where the manager or chef actually gave ME suggestions on how to avoid CC, like pan searing my fish instead of grilling it.

Hope this helps! I have pretty good luck and eat out many times per week. I do get glutened but not often and only once did I get a bad glutening.
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Lots of doctors diagnosed me with lots of things including IBS, lactose intolerance, wheat intolerance, and quite a few of them threw up their hands in total confusion.

Had GI symptoms, allergy symptoms and unexplained illness my whole life.

Jan. 2010 Diagnosed celiac at the age of 40.
Ready to get well and get on with my life!

#7 Marilyn R

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Posted 22 September 2010 - 06:28 PM

She rolled her eyes at you! I just hate that! She didn't squint, and her teeny weeny little forehead didn't contract in a wrinkled, questioning expression, she rolled her eyes! Good for you for talking to the manager! Even though he's miscalculating his server's intentions, he made it sort of okay. I'm impressed that you didn't get really angry!
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Positive improvement from elimination diet. Mother dx'd by Mayo Clinic in late 1980s. Negative blood tests and Upper & Lower GI biopsy. Parathyroidectomy 12/09. Recurring high calcium level 4/10. Gluten-free 4/10. Soy & Dairy Free 6/10. Corn free 7/10. Grain free except rice 8/10. Legume free 6/11. Fighting the battle of the battle within myself, and I'm going to win!

As of 2/12, tolerating dairy, corn, legumes and some soy, but I limit soy to tamari sauce or modest soy additives. Won't ever try quinoa again!

Discoid Lupus from skin biopsy 2011, discovered 2/12 when picking up medical records. Systemic Lupus Dx 6/12. Shingles 10/12.

#8 lub2bmom

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Posted 10 September 2011 - 01:43 PM

Eye roll?! that is unacceptable that you were treated that way -- panic face or not -- Sorry to hear that happened -- and this is what I love about this site.. .that you can vent, share ideas, and overall be here to support one another!
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~6 years of being mis-diagnosed with Chronic Hives and digestive problems
~August 2011 self diagnosed as DH Celiac
~August 2011 Gluten Free
~Hive Free since September 2011

#9 MysticStarLite79

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Posted 21 March 2012 - 07:15 AM

I go to Arby's because ours has baked potatoes on the menu. Nearly every time, if I dont get the cashier that knows of my situation, I confuse the life out of who is trying to help me. I have been told, "We cant do that," and "I dont understand what you are asking for," when I say, "I want the regular roast beef, but I would like it this way: take what is on the sandwich and put it on a plain baked potato because I cannot have bread." I really dont know what is so hard to understand when I say that. One person said to me "Oh, so you want no meat but you want a potato on a bun with the sauce?"
I also must note that it is hard to eat out when places refuse to have wheat free/ gluten free options. I steer clear of Culvers mostly because I dont know what I can get there and because I cannot have the cheese curds. My heart used to belong to cheese curds but alas, I stay away from Culvers as a means to not tempt myself. :)
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#10 rayme20

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Posted 23 November 2013 - 08:26 AM

Nike, as a Culver's owner, I want to sincerely apologise for how you were treated at this Culver's location, there is no excuse for how you were treated by either the cashier or the manager. I am not one to get involved in other owners operation, but what you experienced at this location is highly unusual at a Culvers location. We actually have a food allergy button on the register, and per policy we do not use the same scoop on different types of Custard. When someone tells us that they have a sensitivity or allergy, we alert our team members with that button, and lets all of our team members to be extremely cautious with your order, it is actually a pretty seamless process. I know it was a long time ago, and I understand that it was rediculas the way that you were treated, but I ask please do not have this experience reflect on the entire restaurant chain for this experience. I would expect that 99.9 % of the Culver's that you visit you would have a great experience. I would highly encourage you to talk to the owner of the restaurant, he or she will likely be working in the restaurant a minimum of 40 hours a week, and this issue WILL be fixed by them, and if not I recommend you put in a comment on www.Culvers.com or I would be more than happy to help you address this personally, my name is Rayme Swan, and my restaurant store number is 765-573-4955. I care about each and every one of our guests system wide and I would like you to give us another shot, if you need any assistance please give me a call.



The only restaurant in my town that has anything gluten free on their menu is Culvers. Whenever friends want to go out to eat, that's where we go, and I have the same thing: chicken cashew salad. Sometimes I have the frozen custard for dessert.

I was just diagnosed with celiac the beginning of last month, so I'm still adjusting to things like giving restaurants instructions on cross contamination. The first time I ordered custard, the employees were very nice and washed off a scoop to use when I explained to them why I couldn't eat the ice cream if they used the ones sitting in the water (the "flavor of the day" always has gluten, and the scoops are used in both kinds).

Well, the second time I went to Culvers, I explained (nicely) that I needed them to use a fresh scoop for my ice cream. The girl at the counter looked at me and said in an irritated voice, "Those are all the scoops we have." I asked if she could please wash one off, and told her that's what they did the last time I was in. She seriously rolled her eyes at me and just stared at me. I said, "nevermind!" and started to walk away. Well... I decided I didn't deserve to be treated like that just because I have an illness, so I asked to speak with her manager. The manager proceeded to go over to her and listen to her whine BEFORE he ever came over to talk to me. I felt this was inappropriate and he should've talked to me first, then gotten her story.

At any rate, I explained to him what I wanted and what had happened, and he told me she just didn't understand what I was asking for. I told him that she rolled her eyes at me. He told me that was just her "panicked face," and that she was new, so she didn't understand a whole lot. I said she'd better get a better panicked face, because she was going to upset a lot of people by rolling her eyes at them!

He gave me a free dish of ice cream but I just felt embarassed by the whole thing. I HATE drawing attention to myself and having to be so specific and insistent when I order. The next day, we went to Perkins and I didn't even bother giving specific instructions... I just tried to order things I thought were gluten free, but of course I ended up getting glutened. I haven't been out to eat since.

Sorry to be so lengthy... I just really needed to vent. sad.gif


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#11 kareng

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Posted 23 November 2013 - 08:50 AM

Nike, as a Culver's owner, I want to sincerely apologise for how you were treated at this Culver's location, there is no excuse for how you were treated by either the cashier or the manager. I am not one to get involved in other owners operation, but what you experienced at this location is highly unusual at a Culvers location. We actually have a food allergy button on the register, and per policy we do not use the same scoop on different types of Custard. When someone tells us that they have a sensitivity or allergy, we alert our team members with that button, and lets all of our team members to be extremely cautious with your order, it is actually a pretty seamless process. I know it was a long time ago, and I understand that it was rediculas the way that you were treated, but I ask please do not have this experience reflect on the entire restaurant chain for this experience. I would expect that 99.9 % of the Culver's that you visit you would have a great experience. I would highly encourage you to talk to the owner of the restaurant, he or she will likely be working in the restaurant a minimum of 40 hours a week, and this issue WILL be fixed by them, and if not I recommend you put in a comment on www.Culvers.com or I would be more than happy to help you address this personally, my name is Rayme Swan, and my restaurant store number is 765-573-4955. I care about each and every one of our guests system wide and I would like you to give us another shot, if you need any assistance please give me a call.


The post you are responding to is over 3 years old. Perhaps policies have changed in that period of time? I know about 4 years ago, our local Culvers didn't know anything about this nor did the company website have much info.
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#12 rayme20

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Posted 26 November 2013 - 06:23 AM

I am not sure about your local Culver's but I have been open for over 4 years and we have always been instructed to be very cautious of cross contamination and food allergens, the point is regardless of the situation 99.999% of Culver's will do what you ask with a smile and a please and a Thank You, and that's the way it should be. I did realize that this post was old , and that is a big reason I responded to it, because someone needed to at least say "I am sorry.".
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#13 Kimbalou

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Posted 28 November 2013 - 01:41 PM

I agree with just telling restaurant workers you have an allergy. Then they get it. And they dont want you to stop breathing. Lol.
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11/19/10 diagnosed with Celiac disease after positive blood test
12/14/10 Biopsy positive for Celiac disease


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