Carvel — Restaurant in Hialeah

Worst experience ever and ruined our company lunchtime Halloween party. I ordered online from this store a week ahead of Halloween for an 11am delivery to my office. I noticed that the order confirmation did not have the delivery address on it, so I called the store 3 days ahead to confirm they had the address. The staff seemed oblivious to anything I said. They denied having the order and said orders do not come in until the the day its ready for delivery. I was skeptical so I asked for the manager. The manager responded diligently and asked me to text him all the information to ensure it all goes well. This put me in a false sense of confidence. I called early morning on Halloween, the delivery day, to ensure everything was ready to roll. Staff again oblivious to the order. They tell me that not only do they not have the order, they do not make that specific cake that I ordered a week ahead, AND that they do not deliver. This makes me panic because the lunch starts in two hours and its a specific Halloween theme. I contacted the manager and apparently he had to tell the staff how the cake is made, and offered an extra cake for the inconvenience. Ok, so now I feel good about this.

The delivery was slated for 11am, but the manager told me it would be a little late... by 11:30. I'm good with this. Our party started at 12pm...no cake... 12:15 no cake, I call and they tell me the cakes are sitting in their store but they can't get a delivery person to take it. At 12:30, they tell me to order something on Door Dash so they can tag the order along with a Door Dash driver. So, I have to pay extra for the inconvenience and their unwillingness to send someone to drop it off... including the manager. I was flabbergasted. Even if I did put that order in it was already halfway through the party and there was no way it was going to arrive in time. So, I got in trouble with my boss for failing to have a successful party, the employees were bummed, and I will never ever order anything from any Carvel Ice Cream shops for the rest of my life. Lesson learned. Its just not worth the stress and hassle.

...Update. A month has passed and they still have not refunded the money for the undelivered cake. They are also not responding. Do not do...

I graduated at Hialeah High in class of 1979. Our favorite place to go was Carvel across 103rd. It used to be very comforting and above all the staff treatment was unlike any other. Today this Carvel is a Zoo!! Staff are rude and obnoxious, they have low self esteem and zero customer service training/work ethics!! I’ve always enjoyed taking my kids here and now my grand kids. This last time I visited, the servers (staff) were angry at each other and were even using profane language towards each other. I had to walk out with my grandkids. I will never return here!! Carvel in Hialeah needs to clean up this mess and hire profesional...

Been living in HIALEAH for over 20 years. The ice cream in this place is good however i think the owner needs to get all the money they make and time to remodel. Its getting to the point that it disgustes me to go in here already. Every corner you look is so dirty and leaves room for insects deff not a clean place and enjoyable for customers to come in to anymore. You will continue to loose customers with the aspect the store has already inside and also the employees are soo young half of the time they are in their own world, they even go to work in pajamas and home slippers. Horrible, what has this location...