Guide
Complaints, handled properly.
The complaint is not the problem. How long it takes to resolve is.
In short
Resolve complaints quickly, at the first point of contact, within a written policy that staff can apply without asking. Log every complaint with a reason so patterns become visible. Speed of resolution affects whether a customer returns more than the size of the remedy does.
Updated 28 August 2026
Give staff authority to fix it
A complaint that requires finding a manager takes longer and annoys more. Set a value below which any staff member can resolve on the spot, and make it high enough to cover the common cases. The cost of a fast small remedy is far lower than the cost of a slow one.
Speed matters more than generosity
Customers judge the handling more than the outcome. A quick, straightforward resolution produces a better result than a larger remedy delivered reluctantly two days later. The variable that predicts whether somebody orders again is how easy you made it.
Log the reason, every time
Without a reason code you have a series of incidents and no information. With one you have data: which dish, which shift, which driver, which channel. Most restaurants that start logging discover a small number of causes producing most complaints, and they are fixable.
- Missing item
- Late delivery
- Food quality or temperature
- Wrong order
- Service
Refund policy, decided in advance
Decide in advance what gets a full refund, what gets a partial, and what gets a credit against a future order. A credit keeps the relationship where a refund often ends it, but forcing a credit on somebody who wants their money back makes it worse. Have the policy, allow the exception.
The honest limitation
A small number of people complain in bad faith and you will not distinguish them reliably in the moment. Handling them generously is usually cheaper than the argument, and the pattern will show in your log if it is systematic. Do not build a policy around the minority.
Questions, answered straight.
Not covered here? Just ask us.
Should I refund or replace?
Offer the choice where you can. Replacement preserves the relationship and costs you food rather than revenue, but not everybody wants to wait again.
What about delivery problems that were not our fault?
The customer holds you responsible regardless of who delivered. Resolve it, then pursue the courier or platform separately. Arguing about fault with the customer loses them either way.
How do I stop repeat abuse?
Your log will show it. A small number of accounts complaining repeatedly is visible once you record reasons against customers.
Should complaints affect staff assessment?
Patterns, yes. Individual complaints, no. Treating each incident as a performance issue makes staff hide problems, which is worse than the problems.
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