Carvel — Restaurant in Glastonbury

Over a week ago, I ordered something through UberEats with specific instructions for including a topping in a small container on the side - since it was for another individual and I'm allergic to said topping. Instead, the topping was included within my item, specifically, the Carvalance I ordered. I immediately contacted UberEats customer service requesting a refund, submitting pictures I took as proof, and was denied my refund. Instead they advised that I should contact the vendor - being Carvel - directly. I did so in good faith, requesting to speak with someone, instead the Manager at this location was exceedingly rude, cursing obscenities over the phone, and screamed "contact corporate." He then disconnected the phone in my face. Calmly but evidently frustrated, I reached out and spoke with three different representatives, each time being advised they will send an inquiry to the Regional Manager/Administrator, requesting a 48 hr resolution by which someone would contact me back directly. But unfortunately, no one did contact me back. It is now over a week later, and I still have no resolution for this matter. I am fully aware they are a franchise, therefore processes/procedures are different, but I really hoped that someone at corporate could assist me more resolutely with this matter, but I had to call back more than four times, each time believing my issue would be escalated, but it was not. After today's call, I was advised UberEats should issue a refund, and if not, because it's a matter of contracting, their Marketing Manager should contact me back. I'm so frustrated with the level of deplorable customer service I will never ever be a customer of...

Terrible customer service! I can not believe how unprofessional and the kind of service these franchise owners are. My parents come and get ice cream here at least 1 day a week for a late night snack. It’s near their home and convenient. My mom ordered two strawberry Sunday’s, one for her and my dad. What she received was two chocolate sundaes. My mom told the gentleman that she did not order chocolate. He proceeded to tell her, yes that is what she ordered. Needless to say, he told her she did in fact order the chocolate sundae and that now he had to throw them away. This is a terrible thing to do to your customer. Accuse them of lying, when he clearly heard incorrectly. Then make my parents feel guilty by saying now I have to throw this away. Since my mom refused to accept the chocolate sundae which she did not order, he then told them they are no longer welcome there. I am just in disbelief and shocked that my parents were treated this way. You are to make your customers happy and want them to return regardless of who’s fault it is. I will no longer come to this location and will make sure to tell my friends and family not to come either. Sweet frog and Ben and Jerry’s is just a few miles...

Welcome to the ice cream shop with lots of attitude and arrogance!

We visited this shop yesterday with friends & families (a party of 17-18 individuals including kids). Most of us ordered ice cream.

1. the space is so CRAMPED that it did not allow all of us to even stand comfortably. It has just one table with 4 chairs and 2 bar stools.

2. the man behind the counter is RUDE that he does not have any courtesy to talk the customers in a polite way. For sure we will NOT VISIT this store again. He lost the possibility and opportunity to ensure that the customer will return again, WHO CARES!

Note - I am giving 1 star just because I am not able to submit the post...