Q&A for How to Handle Customer Complaints About Food

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How can I reply to customer complaints via email?

Community Answer

Use the same technique you would for answering complaints online. Write something along the lines of “We are sorry you had a bad experience in our dining establishment. I understand why you were frustrated. We will investigate this matter in depth to ensure it does not happen again. Thank you for bringing it to our attention.” You might then offer a free or discounted meal at your dining establishment, depending on the situation. It's good to keep a standard apology letter on hand for such situations.

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Question

How should I respond to a guest when the food they ordered is not available?

Community Answer

You should apologize to the customer and offer them another dish that is similar to the dish they wanted to order.

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Question

What should I say to a customer whose order is taking longer than it should?

Community Answer

Check in frequently with customers whose food is taking longer than it should. Let them know there is a delay after the normal delivery time has elapsed. For instance, if the average wait time in your diner is 20 minutes, let the customer know after 20 minutes that the kitchen is running a little slow, but that it should be coming right up. If the customer is impatient about the situation, offer a free side or beverage.

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Question

How do I deal with customer complaints about waiting for a meal?

Community Answer

Apologize and bring them something to snack on for free, like rolls or chips and salsa.

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Question

How do I handle a customer's request for a full refund if dissatisfied?

Community Answer

Review with your establishment's management on how to handle refunds, discounts, etc.

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Question

What do I do if my guests tell me my food is bad?

Community Answer

Ask them why they think that, take note and, insure them you will be sure to improve it in the future. You can always order pizza. If they're rude about it, don't invite them back.

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Question

How do I handle a guest complaint about finding an insect in her salad?

Karen Shaina Latif

Community Answer

Immediately give the customer a sincere apology and offer her a different salad. Be sure to first give the guest a new, freshly made salad before clearing the previous plate. This is to reassure the client that you didn't just take out the insect.

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Question

How can you respond to a customers complaint about a fly or hair in their food at a restaurant?

Community Answer

Apologize and offer to get them a new order. And take it off the bill.

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Question

What action should I take if there was serve delays from the kitchen?

Community Answer

Say to the customer: "My apology for the delay, Please give me a minute to check the status of your order. I'll bring immediately your order to your table as soon as it is ready."

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Question

How can I respond to a customer complaint about a cold meal?

Otterly Badgerific

Top Answerer

Apologize to the customer and offer to warm the meal immediately. Avoid making excuses - the customer is likely hungry and just wants to eat, not argue the point. It is also good etiquette to offer something like a wine or other drink as a form of apology for the customer to enjoy while they wait for the food to be warmed up.

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Question

What should I do if a cockroach is found on the food?

Ninjajamesb

Community Answer

Definitely throw out the food. Inform the customer if they do not know already about the circumstances and that their meal is on its way as soon as possible. Offer a free side or drink if they have been waiting a long time or seem irritated about it.

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Question

Your regular customers for the past 10 years order wine and when it is poured in the host’s glass, he says it is spoiled and unacceptable. You taste it and it seems fine to you. What do you do?

Ninjajamesb

Community Answer

The customer should always be considered right. Apologise and offer a second wine.

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