Carvel

Dear Carvel Customer Service,

I am writing to express my deep disappointment with a recent ice cream cake purchase that was meant to celebrate a very special occasion: my daughter's 22nd birthday.

As you can see from the attached photo, when we cut into the cake during her birthday celebration, there were no chocolate crunchies in the center. This was extremely upsetting, as the signature crunch layer is not just a feature of the cake; it is the main reason we purchase Carvel cakes.

This was meant to be a joyful and meaningful moment. Since I was a little girl, Carvel cakes have been part of our family's birthday traditions. Those cakes represented special memories, and I was excited to continue that tradition with my daughter. Unfortunately, what should have been a happy moment turned into a disappointing one when we realized something so essential was missing.

My daughter truly looks forward to this cake every year, and it was disheartening to see her reaction when the one thing she loves most about it simply wasn't there.

I am hoping you can address this issue and ensure better quality control moving forward. I would also appreciate any consideration you can offer to make this right, given how meaningful this experience was for our family.

Thank you for your time and attention. I look forward to your response.

Today Sunday November 2, 2025 , I visited carvel store at 4322 Amboy rd Staten Island to purchase a small ice cream cake and a box of ice cream cups. I gave the attended my money for above purchase and she left items on counter, I ask for a bag , her reply was we dont have any at that moment the manager of store replied we dont have the large bags with our name on anymore just the small bags which was no use to me..

I replied to him and ask what about a paper bag , he then said I dont have any large enough for my purchase , and I should call corporate office and tell them.

So here I am tell you what a despicable response from a store manager not willing to assist me with my purchase. As of result I had to walk to my vehicle holding two boxs of ice cream making it very uncomfortable for a senior citizen with arthritis..

I went to the Carvel location 1780 Forest Ave Staten Island NY to get a cake for my son's birthday. In the middle of eating it my son said it wasn't tasting right.

He then wiped his tongue and found marijuana on his tongue. There was so many pieces in it. I took a picture of it. I then looked in the cake and located more.

I called the location and spoke to a lady. She told me I had to bring in the cake. When I got to the store they tried to blame me. John the owner said no one there smokes.

I explained to him that I didn't either. Something had to be done.

All they did was give me my money back. I'm in the middle of speaking to a lawyer.

Carvel's handling of their August 19th $1 soft serve promotion was unacceptable. Their own website clearly showed Hewlett, NY as a participating location.

I relied on that information and drove 25 minutes out of my way, only to be told the store was not honoring the deal. This was incredibly disappointing and a total waste of time. Misleading advertising like this damages trust in the Carvel brand.

Either every franchise should honor a company-wide promotion, or the website should clearly state which stores are excluded. Carvel should take responsibility for this mistake, apologize, and ensure it never happens again.