Poor service, dirty tables and utensils, cold food due to the wait. This places is severely lacking in good management.

They got my order wrong, we waited long just to get our order taken and to be served the employees were too busy chatting amongst each other they only had one person serving, and taking orders, while the rest of the workers were hanging around saying swears, they had people or friends hanging out and people left upset and left their food, it was not a very professional atmosphere we would not be eating there again. read more

food is not like it used to be. Customer service is not the best food is disgusting ,cold and hard. would not recommend a restaurant at all. The only thing that is halfway decent is the ice cream. read more

Extremely slow service. It seems as though all the servers are new to serving. The kitchen staff seems to not be able to keep up with the demand. The food was good, though it did take a while to receive. Ice cream was good despite the whip cream being melted. read more

Negative star. This place is as terrible as it is gross. Dirty dishes, fresh lipstick on my coffee cup, horribly slow service. Do not come here, you will be disappointed. Tell all your uncles and your grandma, friendlies is ASS read more

My last 2 visits have been terrible. Both times the order came to the table wrong and looking like it was just thrown on the plate. Ordering ice cream and getting it right is impossible. It came out wrong twice. The Forbidden Chocolate Brownie Sundae was not Forbidden Chocolate it was regular Chocolate. The brownie was broken in half and thrown on top of the ice cream. Stale brownie which I had to take off the top to eat the ice cream. The service was horrible. I would have appreciated a refill on my coffee but that wasn't happening. I noticed on my way in that the take out ice cream cooler was empty and all the pictures were taken off the walls. They are no longer open for breakfast??? Closing I hope. read more

Today is my birthday I chosed to go here for ice cream but the filthyness of the entire restaurant was repulsive . I was discussed with the waitress and her running snotty nose. She wiped her nose with her bare hands with snot on them. She proceeded to try to take our orders but her nose kept running . I said do you want to go take care of that . She said she will after she takes our order . I couldn't do it I said go wash your hands. I was sickened and just left with my family Terrible just terrible way to celebrate a birthday big disappointed read more

Friendly's - Nice flavor to go - Ice Cream & Frozen Yogurt Near Me - Springfield, Massachusetts

Food was alright but service...yikes! We waited for our food for an hour and a half and there was one other party there. Do better!!

I had an amazing experience at Friendly's! Shoutout to Neyshalee and Lauren for an amazing service! I don't go out to eat often, however I will be coming back constantly to this location. Super friendly customer service, spectacular food, and amazing environment! 10/10! read more

This used to be my regular breakfast weekend spot. However they just significantly raised the prices. The breakfast was a bargain but at the new prices you can get a better breakfast at Denny's or IHOP. While the eggs were usually cold and the bacon was ridiculously thin it was a good bargain. They staff was always great and the coffee was good. I was a regular customer for a long time but don't like being taken advantage of. A price jump of around 30% just priced Friendly's out my consideration. The new motto should be "New unfriendlier prices". They have lost a long time customer. read more

Worst service ever staff always have an attitude waited on ice cream over an hour and people that came in before me got their ice cream first. I literally watched an employee deny a young woman service they claimed they are busy but have time to gossip about there personal issues I used to love this store but now I won't ever come back this store.if you can't run a restaurant you shouldn't even run one read more

I stopped by a couple times. The service is pretty straight and food was good. I enjoyed my time there.

Horrible service waited 20 min b4 anyone even asked to seat us another 25for a waiter (only after we asked another one if we were going to be helped ). Ordered Drinks apps and meals all at once drinks came 15 min later(-2) 10 min b4 getting those (after asking for them). Well as I am typing 1hr43 min has gone by and still no meals on the table. They said cause they are short staffed and there is 12 that i counted working in a 50% filled dining room!!!! read more

I went to friendlys one night at 9:40pm they closed at 10:00. I just wanted ice cream I waited in line til 9:55pm and when it was finally my turn I was told "they aren't taking anymore orders due to being to busy". If that was the case why make me wait? A few weeks go by, I called the store on August 11,2020 at 8:52 pm to place a order to go. Someone picked up and said wait on hold one second please. I was then put on hold for 30 MINUTES then was hung up on. When I called back I asked for the manager Michelle and she didn't care at all just said "at least you got through". I HAD ENOUGH TIME TO HAVE SOMEONE DRIVE THERE AND PLACE THE ORDER. When telling Michelle this she said "at least your order is being made". And HUNG UP. I took a screenshot of my wait time. This friendly has ALWAYS had the worst employees ever. But it's the only few left open near me. But now I'll never go back and will make sure to share this with everyone I know. read more

Friendly's - being on hold FOR 30 MINUTES - Ice Cream & Frozen Yogurt Near Me - Springfield, Massachusetts

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they suck. never answer the phone and service is horendous! bad attitudes and useless management!

Wanted to visit the first Friendly's. Growing up Friendly's was a staple for me, before I became health conscious. This Friendly's was exactly like all Friendly's, including the staff, layout, and food. That said, it was just a bit better b/c it was the first. You know what you're getting. read more

HOW DOES THIS COMPANY STAY OPEN???? Went today, against my better judgement. The kids love it. Appetizer was cold. It was supposedly replaced with a "new" one, but the plate had the remnants of the first round on it. I think it was the same one, nuked and repositioned on the plate. Entreès were cold. Manager comped the first person at the table who said something, when the rest of us agreed that EVERYTHING set before was cold, nothing more could be done. I guess she was right, really, what else *can* you do besides admit failure and move on? The waitress had the personality of an impatient avocado. She could not be bothered to clear the table between courses, I think we still had the appetizer plate on the table during ice cream. She could not be bothered to check to see if everything was OK, because if she had -- we would not have had to flag down the manager to let her in on the situation. She gave the kids attitude when they tried to order for themselves because they're little and talk funny. First time in my life *ever* that I tipped ZERO because that is actually what she deserved. Nothing. Her service was so dismal and so void of any interest, it was almost spellbinding in it's fantastic poorness. If I were the manager of this location, literally STEPS away from the home freaking office, I'd not only be ashamed, I'd fear for my job daily. There's no way this is acceptable as the primary outpost of one New England's best business success stories. This is FRIENDLY'S, not some stand-alone greasy spoon. It's supposed to be competitive with national chains and it's supposed to be better because it's based *here*. Instead, it only serves as a stark reminder as to why the chain is going downhill faster than an anvil in a toboggan. It's total trash: low-rent McDonald's quality presentation with Applebee's prices. I went to this location over the summer and literally had the same quality of service, with, I believe the same manager on duty. What we experienced is beyond "casually mentioning it to corporate" in exchange for coupons. I don't want a single coupon from them this time. This is an inept business and a lot of people with blind eyes who are losing a lot of money and, somehow, don't care. I wouldn't care so much, but my GOD... I loved this place as a kid and I worked here as a teenager and now *my* kids have managed to love it. But, it's no longer worth loving. read more

hours online said the restaurant was open until 10:30. went there at 9:45 to get takeout. the doors were open and we asked the workers if we could order and they told us their counter and registers were already closed. walked outside and the hours on the door also said they were open until 10:30. these workers need to be held responsible for closing their store before they are instructed. ruined my night! read more

It's pretty shocking that this Friendly's is situated *right next to corporate headquarters* and appears to be one of the less shining examples of their franchise. Jamie and I have been a time or two, usually for ice cream and once for food. Food was A-OK, nothing spectacular or mind blowing, we had a fried something-or-other. The place is usually an absolute mess. Tables aren't cleared; food, napkins, and silverware litter the floor underneath tables, and no one seems too intent on doing anything about it. The one time we went and it was cleaned up, we were both surprised! Both the staff and the management here are in dire need of re-training and a swift kick in the pants. No one seems to take their job seriously, management included. The last time I went to Friendly's, I was looking to buy an ice cream cake for Jamie's birthday. There were NO prices for anything in the ice cream cake freezer. When I went up to the counter to inquire, several employees were talking to each other, playfully bantering, gossiping, and joking around as if they were the only people in the restaurant (they weren't). When I finally got their attention, not one of them knew the prices. WHAT? They called over their manager, equally uninterested in anything I had to say, who recited off a list of prices from afar; seriously, like 4-5 feet away. No helpful attitude from her, let alone her showing me which cakes cost what, or anything. I left without purchasing anything, since the encounter left me a little miffed, and all of the ice cream cakes had frost/ice on them. I ended up purchasing a competitor's ice cream cake from a grocery store chain for about half the price (and it was equally as good). Friendly's has terrific ice cream, and we both really love treating ourselves out to a night for ice cream sundaes. But this location is in dire need of intervention at the corporate level. Your guests *want* to support you, enjoy their dinner and ice cream, and not be subjected to filthy eating conditions and apathetic servers or managers. read more

waited 20 minutes just to order.. I mean order a sundae. Front area was a mess. The service never happened. Texting and making rude comments about women and gossiping was more important than getting my order. I drove 15 minutes to get to this place and never even got the ice cream. read more

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Disgusting display of humanity out of this place on 4/16/16 after a Falcons game with my family we went to Boston rd friendlys it was 10:00 pm I'm only writing the gist of what happened . We ordered appetizers and when they came out they weren't cooked the waitress said the fryer was already shut off and they were waiting for it to reheat well our food finally came out and my so in laws food had hair in it and pancake batter on it instead of blue cheese and the cook staff kept coming out giving us dirty looks and laughing at us. The place was dirty and disgusting read more

Friendly's - Suppose to be blue cheese its pancake batter - Ice Cream & Frozen Yogurt Near Me - Springfield, Massachusetts

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the manager bill came into the men restroom while i had my daughter in there i asked him if he can wait a minute i have my daughter in here, he continued to come in and go to the stand up toilet so i said something again, he ignored me again and start using the bathroom while my daughter was standing there. i asked for corporate number and no one would give it to me. i will not let this go until i talk to someone in corporate. read more

The worst service. I waited for over 30 mins in the take out are still no one took my order! I kindly asked how much longer because I've been waiting, the manager then has the worst attitude I've ever experienced told me "the grocery stores are open I can go cook & there are orders before mine (uber eats)I'm 7 months prego n literally left in tears because I'm so hungry & she embarrassed me so bad. I'd been waiting so long just to have her insult me in front of so many people. I will be calling corporate because this was by far the most traumatizing thing I've had to experience the smug face n unprofessionalism was to much to handle read more

What does Friendly's want to be? Does it want to hold on to its roots as an ice cream shoppe? Or does it want to be trendy and innovative? Unfortunately, my most recent trip has me feeling like it isn't sure, and the restaurant my wife and I went to all the time years ago is losing a battle it reluctantly has to fight. A couple of years ago, Friendly's was forced to close several stores in cost-cutting, and they've undergone a cosmetic change that outwardly wants to give an impression that today's Friendly's is the one our parents and grandparents loved coming to: photos of the old days, original owners, old storefronts and signs, classically-styled light fixtures and booths. Yet on the inside, signs of modernity pervade: build-your-own-burger checklists, a menu that smacks of forced variety, and music that rarely evokes the old-time aesthetic. Meanwhile, the meal was as average as it has always been, and the wait staff was disinterested and aloof. It took them five minutes to seat us (it was late afternoon on a Sunday and the restaurant was not busy) and then a further thirty-five minutes after the completion of the meal to even be addressed by anyone. Mind you, it wasn't even our server who ended up coming, it was a young man from the back who we hadn't even seen. We asked to speak to a manager, and she came back quickly, apologized for our situation, and offered us ice cream and a free meal. We declined the ice cream and left, our meal paid for but our time and patience wasted. Friendly's is clearly struggling to find its place in the food service world, and I find myself wondering if it will ever find its place. read more

Ok, I know what you're thinking... four stars for a Friendly's? I'm from Wilbraham and couldn't understand why Friendly's wasn't doing well in other places because I had always come here. This is, hands down, the best Friendly's I've ever been to and probably the best in the country considering it's next to Friendly's headquarters. It's clean and has a more modern design compared to every other Friendly's. Service is still slow and kind of absent minded but about 100 times faster than any other Friendly's I've been to. The food here is standard, greasy Friendly's food (which I like once in a while) and you can't beat the ice cream and the classic Fribbles. This was my hang out of choice in high school, so I'm probably slightly biased, but I think this is a great place to be especially if you have kids or are a kid yourself. I love you, Friendly's. I will weep bitter tears if this location ever goes out of business. read more

I have to rate 3 stars. It's either hit or miss here. I went today for lunch, and the waitress was nice, but her hearing not so great -.- I repeated my self about 4 times. I spoke more clearly the 2nd, the 3rd time I changed my sentence and 4th time I gave up. After that all was well. I have complained a few times to the company itself about rude employees. And got send a $25 gift card. Don't get me wrong I been here and just had a great experience as well but sometimes the bad overlooks the good. read more

Service was good...food was terrible. .even the shake a ball of ice cream in milk guess they forgot to SHAKE it. ....sad right next to corporate office read more

I have to say this was the worst breakfast experience I've had in a long time. First the food literally took half an hour, it actually could of been longer. People who arrived after us got their food before is. The food came and it was cold...no sorry no nothing. Than my friend asked for her eggs to be redone. The waitress got into a debate with my husband about eggs...she tried to say sunny side up was over easy and over easy was medium. I don't know where she was trained or even if she was but she needs a tutorial on eggs. Our actual waitress was nice and this star is for her because I'd say no stars. She was running everywhere, but clearly needed more staff for help. read more

Went to friendlys yesterday for lunch and was impressed. Staff was friendly food was great. I got a peanut butter cup sundae for desert my favorite !! :) read more

1 star, because I can't give 0. I'd love to say the food was good, but after 20 minutes of being ignored by the waitstaff after being seated, I'll never know. One of the staff cleaned all the tables around us, but said NOTHING to us. One waitress spent 10 minutes talking to people two tables down from us. Another party came in was seated, and their server came over and took their order... We must have been seated in the coloring only section, because that's all my kids got out of this trip. So avoid this Friendly's. I guess the plus side is my kids got free coloring pages? read more

Sitting here now I've never seen so much confusion for a milkshake and a couple sundaes. Manager is right in the middle of it and he's more confused than anyone. Sitting here watching 2 in house Sundaes literally melt in Front of my eyes. Ever since the Blake's sold Friendly's the have gone more down hill each year. read more

Terrible service I went in ordered as soon as I sat sat down and they had me waiting 20 minutes on drinks and an hour and 20 minutes for my food Honestly the food was great and the ice cream was delicious but c'mon Nobody wants to wait an hour on some chicken read more

I have been to many Friendly's restaurants. The service at this one has been very slow. I came here with my daughter. It was 10 mins before we were acknowledged at the door. After being seated it was another 20 minutes be for we got our drinks. If the restaurant had been busy I would have understood, but they were very slow. Only a few other tables. I don't think I would come back. read more

Right by the headquarters you would think this place would be on top of the game. Place was not busy at all, we walked in a family of four and were seated. 10 minutes later a server appeared dropping plates and napkins telling us he will be back to take our order. The booth behind us were there before us and they still waiting to place a drink order. After another 10 minutes still no waiter in sight and two other booths were still waiting to place orders. we got up and left. Reading previous reviews it seems corporate is not listening and they don't care. read more

I've been going to various Friendly's locations all my life. It was where you shared ice cream with friends and family. But I've never seen a Friendly's in such abysmal shape as I saw tonight. My husband and I stopped in for an after-dinner treat around 9pm. We saw debris all over the floor and counters (much like one of the videos posted here), open cabinet drawers, receipts strewn all over the register area, and employees yelling at one another within earshot (and eyeshot). The young man on fountain told us his co-worker would be "back in a few minutes" and that he couldn't help us right then. The manager, who looked exhausted, disheveled, and too fed up to deal with anything, overheard him and corrected him saying "you could at least take their order." She took our order, but it took at LEAST 20 minutes to get it. This is after watching the yelling match and waiting to be waited on. Employees were talking to one another, shouting over the counter into the dining area to their friends who were at the tables, and completely ignoring the fact that there are paying customers they have to deal with. I've been to this location before. I should have known better to go back as we've never had such bad experiences as we have at this Friendly's. Shame on us for giving them as many chances as we have. For the price, you'd do better getting your ice cream at a DQ or something, and it's a real shame. Friendly's was a childhood institution for my family. We won't be coming back in the near future. This location needs a SERIOUS MANAGEMENT OVERHAUL. read more

The menu has changed again and worse yet the food. The portions are small, the food questionable quality, and the kids' menu had changed to almost an a la carte menu. The salad I ordered was meager, a lil bigger than side salad size with wilty greens. The chicken was clearly pre done. My husband had fish and chips that I know was no better than Mr Gorton's and bag fries I could have made in oven at home from freezer section. Add insult to injury and they still take forever to get everything out. They have redone their ice cream menu too to different sizes yet a Friendz for example is in the same size cup but made with less ingredients. This is such a disappointment. Won't be coming back if I can help it! read more

Updated review: We got a gift card to Friendly's, and this is the only one around. All of the servers were wearing jeans, which I've never seen before in a restaurant. Our server was attentive. Food was fine, but I wish it came on a plate, not wax paper. The table hadn't been wiped down. I can see why Friendly's has been closing a lot of restaurants, but I wish it wasn't the case. They have decent food and great ice cream; the general atmosphere just needs some polishing. read more

How can you live in Wilbraham and not like Friendly's? I mean, c'mon, burgers are great, fries are really good, oh, and did you forget about the ICE CREAM! Prices are average, service is good. read more

Tried calling to order two Sunday's. First time I got put on hold and ended up hanging up after 15 min on hold. Called back and they didn't even answer the phone! Really???? read more

This Friendly's is disgusting. There is so much food on the floor,it's like an obstacle course when they're seating you. It used to be great, I loved bringing my kids and now I cringe when they suggest it. We were here the other night after a school event it was pretty much empty, yet the whole experience took nearly 2 hours for ice cream. Don't bother coming to this one. read more