Ruth C.
Yelp
I have no words to describe the train wreck of events that we witnessed tonight. We knew this Friendly's opened a few weeks ago and were eager to try it out. Upon arriving at 8:00 pm, we were told that the wait would be 35 minutes for a party of three... no problem. We observed about 6 empty tables, but there was a large party of 21, and only about 4 servers total in the floor. The "host" who took our name would regularly go to wait tables or run orders, leading to many people walking in and ultimately walking out because no one was there to greet them or take their names. We were finally seated after 45 minutes (and only because two other parties left because they were tired of waiting). We watched one server deal with the party of 21 for the entire time. After being seated for 15 minutes, a server stopped by and asked if we had been helped yet. We said no, so she took our order. We just ordered ice cream. It has now been 26 minutes since our order was taken, and we still haven't received our ice cream, yet a party seated after us has already received theirs.
The manager appears to have no problem berating his servers, but we haven't observed him helping in any other way. The lack of organization and direction in this restaurant tonight is simply appalling and doesn't bode well for them to succeed in this tourist-heavy corridor. Servers don't seem to know their tables, orders do not come out in a timely fashion and management just walks around without addressing any of the problems that are happening in front of his face. Lots of work needs to be done to bring this Friendly's up to par.
It took 37 minutes to get two large sundaes and one Jim Dandy. And they were out of chocolate chip ice cream, so we got vanilla with mini chocolate chips sprinkled on top, and they were also out of strawberry topping, but that was never mentioned until we saw there was none in the sundae and we asked about it. Oh - and no water or beverages were offered until someone came by to remove our empty sundae glasses.