The Resolution

March 15, 2000
Mr. Michael W.
(Address Deleted)
(Address Deleted)

Dear Mr. W,

We were sorry to learn of your disappointing experience at our 1245 Worcester St., Suite 1202, Natick, MA restaurant, which you have described to us in your e-mail.

We appreciate the time you have spent to let us know of a visit, which as described, certainly does not meet the high standards that have become a Friendly's tradition. It is through concerned individuals, like yourself, that we have the opportunity to examine and correct situations that are less than pleasing to our guests.

For over sixty years, Friendly's has strived to provide its guests with the most pleasurable experience possible. Please accept our sincere apology for the negative experience you had. We hope that you will again visit Friendly's and use the enclosed gift certificates.

Sincerely,

Kathy Arenstam
Guest Service Representative

copy:
Dave Suhr, Div. Mgr
Lynne Zimmerman, Dist. Mg
General Manager 1215