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Business Profile

Restaurants

Friendly's Restaurants (Corporate Office)

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

This profile includes complaints for Friendly's Restaurants (Corporate Office)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Friendly's Restaurants (Corporate Office) has 23 locations, listed below.

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    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/08/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On September 5th, I ordered $80 of food from Friendly's through their website, **************************, for delivery. I was celebrating a birthday, so I ordered meals that came w ice creams, along with an ice cream cake.When the delivery person brought my order, it contained only the frozen products, ice cream/cake. No food. So I called the restaurant, they told me I had to call doordash to fix the error. So I did, & doordash said it would be an hour before my food was delivered again. I called Friendly's to check on the status of my order after waiting this additional ************ said that they couldn't do a redelivery, but they'd refund me HALF of what I paid & it would return to my acct soon. Mind you, all I received was a cake, & ice creams that were meant to be included w the meals, so that cost doesn't even align with the goods received...I left a review on their website & promptly received a text from their employee *****, stating it was a third party error, essentially absolving themselves of responsibility for my order, & then I never heard back from anybody & never received my refund either. Woke up in the morning to the full charge completed, no longer pending, no price ************* bank told me to wait for the refund for 14 business days, so I did. Still didn't show. I reached out to Friendly's again, to no avail. It's been over a month now, still no refund. I feel like they were already playing games by keeping half my money when they didn't even deliver half the value of my order! But to keep all of my money & to have never even delivered my meals, is so unjust! They are the ones who decided to have the third party handle their deliveries. I hadn't even know they used a third party for their deliveries. I didn't use doordash to create this order. I used Friendly's website, I expect Friendly's to take responsibility for such a mishap, especially since that is what they agreed to doing over the phone, after making me waste my *************

      Business Response

      Date: 10/09/2024

      This has been completed. A refund was issued to the guest.

      Customer Answer

      Date: 10/09/2024

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:09/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My husband and i stopped in to friendly's for dinner there was not that many people there and there was a lot of tables.We stood waiting to be waited on for 5 to 7 minutes.When we got to the table we sat there for 5 minutes placed are order i got my drink and my husband waited for his coffee for a additional 5 minutes no spoon to stir the coffee.Another couple came in after us like 10 minutes after us and they got there dinner before us and ares was in first. The waiter came and said they had a new cook. The waiter brung are meal and only had a fork to eat with I was so disappointed with my Visit.The reciept says the time was 6:44 but we was standing and sitting longer than that.We got are food at 7:20 pm on 9/1/24.

      Business Response

      Date: 09/18/2024

      I have reached out to the customer with no response back.

    • Initial Complaint

      Date:07/08/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Made an order through the Friendlys online app only to find out something I ordered was not available, and was told the store could not issue me a refund. The Manager advised me I would have to go back online to obtain my refund. None of the information online is accurate. All of the telephone phone numbers listed are not connected to Friendlys and the email address listed is not correct. So basically I was charged for an item and cannot receive my refund, which to me is robbery. I would like to receive my money back.

      Business Response

      Date: 07/25/2024

      We have issued a refund to the guest.

      Customer Answer

      Date: 07/25/2024

      Thank you for all your help, I did just check my account and see I did receive a refund on July 14th. I would not have known about the refund because I havent heard from anyone, but I am thankful this situation has been resolved.

       

      Best Regards,

      *********************

      Customer Answer

      Date: 07/25/2024

      I have reviewed the business response and accept this resolution. Date Sent: 7/25/2024 11:35:28 AM

      Thank you for all your help, I did just check my account and see I did receive a refund on July 14th. I would not have known about the refund because I havent heard from anyone, but I am thankful this situation has been resolved.

      Best Regards,

      *********************

    • Initial Complaint

      Date:06/04/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I visited the store on 6/2. We used the claw game. Got a card saying we win a prize. Staff said they didnt handle prizes. The website has no contact information. There is no way to get the prize. Email to company with no response. Company has no website, or phone number. Theres no evidence its a real company by looking online. I called back today 6/4 asked for a manager, said was speaking, then was told they cant help me. Friendly should be accountable for what they supply in their restaurant. They cant speak to this scam they appear to have in their store. **** disappointment for my son and now extra work for me.

      Business Response

      Date: 06/19/2024

      We have reached out to the guest and resolved.

      Customer Answer

      Date: 06/19/2024

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:04/16/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      See attachment.

      Business Response

      Date: 05/02/2024

      This has been resolved, the guest refunded.

      Customer Answer

      Date: 05/02/2024

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:06/06/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Two Friendly's ice cream cakes were purchased for grandson's birthday. Cakes were a disaster they were very stale. I am attempting to get a hold of customer service for Friendly's I've left messages I don't get a call back. I ended up going to buy two more ice cream cakes at a different location. All I want at this point is my money back please I patronized friendly for over 30 years and I'd like to have a refund for these bad cakes. I paid $13.99 per cake for a total of $28

      Business Response

      Date: 06/08/2023

      Hello,

       

      This complaint is for Friendlys ******************* not the restaurant group. I have contacted the guest and provided them with the correct contact e mail & phone.

       

      **************

      Operations Mgr

      Business Response

      Date: 06/09/2023

      Hello, 

      This complaint is for Friendlys ******************* not the restaurant group. I have contacted the guest and provided them with the correct contact e mail & phone. 

      **************
      Operations Mgr

      Customer Answer

      Date: 06/14/2023

      I am rejecting this response because:   I have not heard from the business. The business has not contacted me. There is no good phone number for the business anywhere. I'd like my refund please

      Business Response

      Date: 06/14/2023

      Please contact Friendlys ice cream directly at **************. I do not have the ability to issue a refund. 

      Customer Answer

      Date: 06/14/2023

      I am rejecting this response because:   I do not buy these cake very often I do not want another cake this is a one time situation where we had the party period I am in the military and I *********** out shortly period I would appreciate a refund thank you if you can't issue a refund then please put me in contact with someone higher up in the company that can

    • Initial Complaint

      Date:05/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Looking for Friendly's Ice Cream corporate office. Purchased two ice cream cakes for granddaughter's birthday. Both cakes had bad flavor and freezer burn had to run out and buy something else very quickly because we had 27 children at the party. Plus I had to compensate them for this mess with more goodies ****************. I found the phone number on the box it was disconnected I have gotten the runaround for 2 weeks now. All as I want is my $30 returned to me for the two cakes please that were inedible. Thank you

      Business Response

      Date: 05/18/2023

      Reached out to guest and provided the correct phone number for the ice cream division.

      Customer Answer

      Date: 06/01/2023

      My complaint got closed because you did not contact me via email I am in the military I *********** out soon I wish to get this taken care of. I did not respond because I just got this in the mail yesterday. My phone number is ************ the company can connect to me at this phone number. My email is ****************** I'm going to refile this complaint now

    • Initial Complaint

      Date:03/15/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went to Friendly's in *********** on 01/28/2023 around noon time. I went through the drive thru. The ************ bites had hair on them. It was so gross and I had taken a bite. I couldn't stomach it and tossed all the food. They are far from me but I tried to contact them numerous times to get a refund and have received a single reply back. I do have pictures. My order was $16.57

      Customer Answer

      Date: 04/02/2023

      The business reached out to me and offered me a refund and it was received this weekend. I let corporate office know that and I mentioned to them about reaching out through the contact us and no reply numerous times so I suggested an improvement on that. This is resolved. Thank you 

      Customer Answer

      Date: 04/04/2023

      The business reached out to me and offered me a refund and it was received this weekend. I let corporate office know that and I mentioned to them about reaching out through the contact us and no reply numerous times so I suggested an improvement on that. This is resolved. Thank you 

    • Initial Complaint

      Date:03/13/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered ********'s delivery on Feb 22 in ************, **. They used door dash to deliver, but door dash never delivered! The dasher called me and said they did not have my address even though Friendly's did. He said he was out of the area and refused to deliver to me. Then I get a text saying my food was delivered, left on a stoop nowhere even near a residence. ************ Friendly's told me to contact ********, ******** tells me to contact ********'s. Now no one will answer their phone or my several different attempts to reach out about a refund. Is this how customers should be treated?!

      Business Response

      Date: 03/15/2023

      ******** did place an order online thru Friendly's. She then contacted ******** to deliver. ******** says they texted her to let her know they were arriving. She was not there to pick up, so they left delivery there. Once ******** left the restaurant, it was out of our hands. ********'s restaurant will reimburse her for the majority of her charge including tip payout to Doordash, even though we are not responsible.She will be given a credit on her card.

      Customer Answer

      Date: 03/21/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I still see no refund. But in response, not sure who gave you the doordash info but it's not correct. I ordered through Friendly's and they arranged delivery through doordash. The dasher never came to the address Friendly's had for delivery and blatantly told me he was not driving to my area, he did not text me but called me, he then proceeded to leave my food at an undisclosed area, not even at an address, it was a sidewalk. I don't fully blame Friendly's, but you allow these people to deliver for you.

      Business Response

      Date: 03/26/2023

      ******** placed order. Then SHE contacted ******** to deliver order. Once ******** picked up food, it was out of our hands. We did credit her account $40.00. Her issue is with DoorDash. I will check on the $40.00 credit. I feel I have given ******** a fair refund. The fees and tip are a DoorDash issue. I will try to get ******** to reimburse the balance due ***************** 

    • Initial Complaint

      Date:09/09/2022

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am following up to find out the status of my complaint that I filed last week against the Friendly's restaurant on Rocky Run Parkway in Wilmington, Delaware because I have not heard back from anyone or received any notification from the BBB about them receiving my complaint. Also, I have tried on several occasions to contact the corporate office of Friendly's but can never reach anyone on the phone and have left a message for someone but haven't gotten any response.

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 8, 2022/09/26) */ Spoke directly to guest. Consumer Response /* (2000, 10, 2022/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

    Friendly's Restaurants (Corporate Office) is NOT a BBB Accredited Business.

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