“Just Google It”: A Masterclass in Franchise Support

When you invest hundreds of thousands of dollars into a franchise, you expect a few things in return: a proven model, some operational guidance, and maybe, just maybe, a bit of help when things go sideways. But according to one franchisee of I Heart Mac & Cheese, when they reached a breaking point, buried under suffocating food costs and left to navigate the chaos alone, the only advice they reportedly got from CEO Stephen Giordanella was:

“Google the Mac & Melt and do something like that to save yourself.”

Yes, you read that right.

Faced with the financial collapse of their store, this franchisee didn’t get a marketing strategy, supply chain relief, or even a “let’s see what we can do to help.” Instead, they were told to fire up Google like a teenager cramming for a last-minute history test and search for a completely unrelated concept, Mac & Melt, and just… wing it?

Let’s unpack this, shall we?

What’s a Mac & Melt?

Mac & Melt was a Connecticut-based fast-casual concept that offered a menu similar to I Heart Mac & Cheese: customizable mac bowls, grilled cheese, tomato soup; comfort food fare with a side of carbs. The chain shut down in 2020. (So maybe don’t Google that particular concept too hard.)

But that’s not really the point. Whether Mac & Melt was thriving or tanking, the suggestion itself is telling. Because what it really communicates is this:

“We don’t have a plan for you. Figure it out yourself.”

Franchisee? More Like DIY-E

This moment of “leadership” encapsulates what too many franchisees are realizing after they’ve signed on the dotted line: some brands are selling systems that don’t actually exist. No real operations manual, no vendor leverage, no strategic guidance—just some branding, a logo, and a dream.

And if the dream falls apart? Well, apparently, you should just Google another one.

Imagine buying into McDonald’s and being told by corporate, “Hey, things not working out? Maybe check out how Burger King does it and go from there.”

Except it’s not McDonald’s. It’s I Heart Mac & Cheese, a brand whose supply chain is controlled by the CEO’s own company (Giordanella Holdings, LLC), whose franchisees have reported widespread losses, and whose support team seems to specialize more in silence than solutions.

Support as a Concept, Not a Practice

To be fair, some franchisors do offer real support: operational playbooks, vendor discounts, robust training, field visits, marketing assets, crisis recovery plans. But in this case, the message is clear:

“You’re on your own. Try Googling your way out of the mess.”

Which raises a simple question: why even franchise at all?

If you’re expected to improvise your menu, source your own inspiration, and “do something like that” to survive, what exactly were you paying for?

The privilege of using the brand name? The access to a supply chain that allegedly overcharges you for product? The tech stack that charges you per transaction and per month? Or the inspiration to go start your own concept after this one fails?

Reality Check

To any prospective franchisees reading this: ask the hard questions before you invest.

• What happens if my location struggles?

• What will you actually do to help me?

• Can I talk to franchisees who closed?

• Can I see proof of unit-level profitability?

And if the answers start to sound like “just Google it”… that is your answer.

Bottom Line:

When your franchisor’s crisis management strategy boils down to “look at what someone else did and copy it,” you’re not buying a business model. You’re buying a logo and a liability.

Franchising should never feel like survival mode with a side of search engine.

This information is based on publicly available documents, court filings, and franchisee submissions. Interpretations, observations, and conclusions drawn herein represent the informed opinions of Franchise Reality Check™and are intended to encourage deeper due diligence by prospective franchisees. This content should not be construed as legal, financial, or investment advice. Prospective investors should consult with a qualified franchise attorney and CPA before making any franchise purchase decisions.