Carvel — Restaurant in Hackensack

I went in-person to order a special cake for Mother’s Day. The sales person accompanied me to the display case where I was able to pick out the type of cake I wanted - a colorful design with pink and yellow flowers - half vanilla and half chocolate. I paid for the cake and all seemed well. A few days later I got a call asking if I was going to send an email regarding what I wanted written on the cake. I told them I didn’t have any special request for what was written, but to please be sure the cake was the same one that I picked out. She asked me to describe it, which I did, and she quickly said “yes yes I know the one you’re talking about” … I thanked her, and we ended the call politely. On Mother’s Day, I picked up the cake - to my disappointment, it was not the one I had picked out or described during their follow- up call. The girl at the register was at a loss of what to do because obviously it was too late to create another cake. I figured that’s ok… no big deal, what’s the difference? As long as the ice cream is the right flavor and is good - that’s what really counts. Unfortunately, when we cut the cake later that day, we found it was not half vanilla and half chocolate as discussed. It was mostly all chocolate with a very tiny bit of vanilla layer on the top, which rendered it unedible for many of us at the party who can not eat chocolate. Disappointing to say the least because it was the main dessert. I love Carvel ice cream and will continue to stop in for a cone or something, but I will never again order anything special that will be the centerpiece of my dessert table....

So I am a regular custome I came to get a carvalanche cake batter, and I ask for it large so I ask if she can mix it . I clearly seen that the cake batter wasn't mix and she said I only can mix it for 10 seconds I live in Hackensack my whole life and I enjoy Carvels and she attempted to debate with so I tasted it and it was so off the taste so I asked her to add for to it and she said I can put it on the side instead of giving what I asked for at $8.00. So now I am walking away UNSATISFIED AND WITHOUT MY ICECREAM, NOW I WANT THE OWNER TO CALL ME HIS NAME IS MATT AND EXPLAIN TO ME HOW TO TRAIN YOUR STAFF TO DEBATE WITH A CUSTOMER NOT ONLY WILL YOU LOOSE ME I HAVE 100,000 FOLLOWERS. I told her to charge me and I am so disappointed, and I want my icecream. What really took me away, was that even if you have systems in place and there is a way you should make the icecream or mix it for 10 seconds. Im the customer and it didn't taste, anything close to what I get at night, and now I understand why it slower in the day time, because everything she says is. I can't, I can't, I can't. What happened to customer service 🤔. Then you find it necessary to talk to me when other customers come into the store. I am a store Manager and I take pride in my community and also know in Lodi and in wayne. I would never treat my customer 😤 this way. So I told her I didn't want it and walked away empty handed and...

Wow been a customer for 15+ yrs and this visit was by far the worst I’ve ever encountered. Walked in 15 min to closing to find certain staff upset at the fact that I was there with 3 other people. Upon asking closest person if they would help me (btw she had EarPods in both ears) I quickly was greeted with attitude. Wanted certain flavor and she denied my order stating the ice cream was too hard too scoop. I asked her if she was ok and she proceeded to take tub out of display case and while returning it back into freezer, it was thrown back over other tubs of ice cream to make a statement. I specifically asked to speak to a manager in order to clarify what the problem was I was told by another staff member that she did not know the name of a manager nor did they want to help the situation instead claiming I was being rude by asking for a supervisor. I’ve worked in customer relations for a decade. This generation is too privileged wearing headphones while talking to customers claiming me and my family are wrong by asking for upper management or coming in close to closing time. Let’s just say I will not be returning nor family or friends will come...