The Carvel Ice Cream Shop at 2130 New Garden Road was a disappointment, to put it mildly. We went in to get ice cream for our family, and we had a coupon for a free waffle cone with the purchase of a waffle cone that we got from the "Entertainment Coupon Book". This location was listed as a participating store.
When we entered, the first thing we noticed was how filthy the store was -- the tables and floors were nasty, and had not been cleaned in quite some time. I asked for a waffle cone, as stated on the coupon, but they were out of the waffle cones. I was willing to substitute for a regular cone, although they are significantly less expensive, but the manager was unwilling to allow such a substitution and refused to honor the coupon.
I emailed the corporate office about our unpleasant and unsatisfactory experience. They emailed back that they would make the district manager aware of the situation (the cleanliness of the store) and said that the store did not have to honor the coupon if they didn't want to. I was shocked that this business clearly does not want to make the customer happy. We were not asking for a more expensive product (quite the contrary), and were willing to take a reasonable substitution. This is not a company that thinks very much of it's business -- the appearance of the store speaks volumes to their philosophy of how customers should be treated. We obviously aren't worth their effort to clean the store nor to honor their own coupons. I would give up ice cream forever if this location was the only way I could get it!
Any store can have a sorry employee, even a worthless manager, but this is clearly a company policy - they stink from the bottom up. Lucky for us, there is plenty of competition! Cold Stone and TCBY, here we come!