Friendly's Ice Cream Shop

HORRIBLE CUSTOMER SERVICE! GO HERE IF YOU WANT TO BE IGNORED. I am highly outraged at the customer service of the Friendly's Ice Cream Shop at the 19 Springfield St Agawam, MA 01001 location. My girlfriend and I were at this location on Saturday, September 5 2009 at approximately 10:23 p.m. We waited for almost ten minutes before we left quite upset empty handed. As we approached the carry out, we stood behind the counter waiting patiently, at first, to be attended to. No one greeted us. No one stated that they will be with us shortly. The associates looked at us and went back to cleaning. I understand that I was at that location for ice cream 40 minutes before closing but I was appalled that no one even bother to say anything to us. I have been at other Friendly's location around 10:30 pm (usually I go to the West Springfield, MA location on Westfield Street) for ice cream with no problems so I don't understand why I was standing there without anyone acknnowledging our presence.

We asked someone if we were going to get attended to and instead of receiving a response, he looked at us, smirked and continue to clean. The manager on duty who was wearing a blue uniform with short blonde hair and very heavy set looked at our way but instead of using her managerial skills to attend to unacknowledged guests, she continue to gossip with her associates in the service line and then proceeded to clean. (mind you she was in the fountain area when we first arrived...she looked directly at us and walked away)

The fountain associated also looked at us when we approached but continue to stir his peanut butter sauce so he can stock it. I began to grow irate as I saw an associate who was a young brunette making her own sundae!!! I am at the counter waiting to be served yet this girl was making her own sundae for her table while the fountain associate stocked his area knowing we were here. One young man looked at us and passed right by us as he was using the wet vac on the floor.

At this point, I was so irate. There was even an associate in the fountain area who was grabbing ice cream for himself while not wearing a uniform. I don't even know if this young man worked there yet he was socializing with other associates and using no gloves, wearing no uniform to make himself a sundae.

I would be highly embarrassed to be an employee of Friendly's after this experience. I thought Friendly's prided in their customer service but on September 5 2009 I realized that they do not pride themselves in customer service AT ALL! If Friendly's truly prided in their customer service, I would NEVER have experience the horrible customer serice that night.

At approximately 10:30 p.m, we left with no ice cream but instead with frustration and disgust. I traveled ten minutes to go to Cold Stone Creamery who were more than delighted to exhibit their customer service.

I rarely go to Cold Stone because of the high prices for ice cream but I realized that I rather pay more money on a product to a company who stands true to their word on customer service than go to a place that is closer to my residence with lower prices but horrendous customer service.

After what happened, I rather not support a company who could care less about a customer's needs. I rather find other resturaunts and ice cream shops to go to whether it is out of my way or not than to go back to any Friendly's resturaunt.

I am very very disappointed at the low level customer service Friendly's provided to me that night. I will never do business there again unless I know for sure their customer service improves.…