You’re employed arduous. You give it your all, and we see that. Our clients are busy, profitable restaurant operators and staff (such as you!), and we’re persistently impressed by their accomplishments. Generally, although, buyer complaints will present up on social media or Google critiques that take the wind out of your sails. Destructive critiques are almost unavoidable, even for essentially the most seasoned restaurant professionals.
On this article, we share the commonest restaurant buyer complaints and actionable options so you may get again to what you do finest—offering distinctive buyer experiences.
1| Meals/Drinks are Disappointing
A latest Mintel survey discovered that 50 % of individuals dine out to deal with themselves. A part of that deal with is the expectation that the meals and drinks ordered are tasty. Sadly, clients can generally be unhappy by taste (e.g., dish is bland, too salty, or too spicy) and texture (too chewy, too oily).
Options:
- It’s at all times an incredible concept to assessment your coaching supplies and refresh your kitchen employees on that information if it has been greater than a 12 months since they have been initially educated at your institution.
- Implement extra taste-testing procedures to make sure your dishes are scrumptious earlier than they attain the shopper.
- Be sure you have the precise ingredient suppliers on deck. It’s arduous to create exceptional recipes with subpar substances delivered by suppliers who’re less-than-dedicated to stocking recent, high-quality objects.
2| Meals is Over/Undercooked
No one needs too-runny eggs or burned pizza crust. Sufficient stated.
Options:
- A dependable thermometer and coaching on correct temperatures are your secret weapons if clients are reporting that meals is over/undercooked.
- Simplify preparation strategies the place you may—there’s no disgrace in utilizing pre-made substances to take the strain off needing to temp tons of from-scratch elements. As an example, pre-made, par-baked pizza crusts have quick, constant bake instances so that you by no means find yourself with overly doughy or scorched pies.
3| Meals is Too Scorching/Chilly
The satisfaction clients get from completely heat soup and ice-cold drinks can’t be overstated. However hot- and cold-holding meals so it’s the precise temperature when it reaches the shopper is an artwork, and one which takes a variety of monitoring. Cold and warm meals have to be held at protected temperatures and may by no means dip into the “hazard zone” (40°F–140°F).
Options:
- Maintain scorching meals beneath the heaters for so long as potential and maintain chilly stuff on ice or within the fridge so long as you may.
- Select substances that can stand as much as lengthy hot-hold instances. To not brag, however our pizza crusts keep style and texture for prolonged durations beneath warming lights.
- Foster an environment of open, environment friendly communication so your employees works collectively as objects transfer from fridge to kitchen to hotter to desk.
4| Meals Takes Too Lengthy
Restaurant service is at all times beneath a time crunch. In-house diners don’t like to attend greater than 10 minutes to be served and 76% are impatient after quarter-hour—and quarter-hour isn’t a lot time to craft a top quality dish. Nonetheless, this continues to be probably the most frequent restaurant buyer complaints.
Options:
- Simplify your menu so prep and prepare dinner instances are equally streamlined.
- Prep as a lot as you may prematurely.
- Supply pre-made objects like sauces to chop again on prep time much more.
- Discover kiosk ordering and AI options to maintain your operations at full throttle.
- Optimize your restaurant format to make motion sooner and simpler for workers and friends.
5| Dishes are “Overpriced”
Like we stated above, delivering a flawless dish to a buyer is an artwork, and one which needs to be rewarded. Nonetheless, a majority of customers (64%) predict that meals prices will maintain rising, so they’re on the lookout for methods to avoid wasting and can communicate up in the event that they imagine one thing is overpriced.
Options: Our greatest recommendation is to seek out methods to avoid wasting on labor and ingredient waste one of the best your staff can. Pre-made objects may help you in the reduction of on time and waste in these methods:
- Constant ingredient prep and efficiency throughout shifts
- Decreased danger of spoilage
- Simple ordering by way of a responsive, respected distributor (like us!)
- Area-saving storage, prep, and administration
- No scrambling for further arms and prep area when a giant order is available in
6| Buyer Bought the Unsuitable Order
Combine-ups occur, however listed here are a number of methods to take care of them after they come up—and scale back the prospect of extra taking place.
Options:
- As a substitute of calling out meals if you ship a desk’s order (which may result in confusion), use a seat numbering system in order that regardless of who delivers and orders, each dish finally ends up with the precise individual.
- Pause after delivering every dish to ensure everybody received their right order. Be sure that clients appear proud of what they acquired. If a mix-up happens, you may repair it instantly with out the chance of somebody leaving a disgruntled assessment on-line later.
- Examine again with the desk simply in case a buyer seen their order was flawed a number of bites into their meal. You may rectify it earlier than they hit the Google critiques with a nasty style of their mouth.
7| “Poor” Buyer Service
Restaurant customer support is HARD WORK. The AK Pizza Crust staff comes from foodservice backgrounds, so we all know generally buyer interactions are irritating, and extra typically, clients misunderstand what you say, inflicting annoyance and confusion.
Options:
- Prepare your employees on methods to speak clearly and successfully with clients. Clarify straightforward methods to diffuse troublesome service conditions, comparable to having a course of that directs servers to discreetly swap tense tables.
- Help your employees by way of disturbing instances. Hearken to their aspect and take a look at to not get exasperated your self. This may help in worker retention.
- Apologize promptly to the shopper, be as affected person as potential, and supply an answer (if it is smart and also you assume it’ll work), i.e., a refund or low cost.
8| The Look ahead to a Desk is Too Lengthy
Longer wait instances are inevitable throughout rushes, however listed here are some methods to get by way of rushes, minus offended clients.
Options:
- Present correct wait instances.
- Improve the ready expertise by creating a comfortable ready space. Present studying materials (bonus factors for enjoyable or quirky materials like classic magazines and books).
- Use a textual content notification system so clients can depart your location whereas they wait.
Through Etsy
9| The Restaurant is “Messy”
Each buyer has a unique definition of cleanliness, and cleansing oversights can occur. If clients are reporting that silverware is gunky or tables are soiled, strive the next.
Options:
- Set clear cleanliness expectations along with your employees and provides them an easy-to-follow guidelines with duties.
- Reward those that persistently maintain your home spotless.
- Put money into time-saving know-how like automated ground cleaners.
- Put aside further time for cleansing.
- Tackle high-complaint areas first, comparable to tables, bogs, and cutlery.
- Set a superb instance—if staff see you caring about cleanliness and sustaining a superb customary in your workspace (workplaces, and so on.), they’re extra prone to observe your lead.
Now that we’ve investigated a number of the commonest restaurant buyer issues and complaints, and served up some options you may strive, inform us what different challenges your restaurant is going through. We’ll set you up with methods to streamline your operation and maintain flavorful, high-quality meals in your tables. Contact our foodservice professionals immediately!
This weblog was initially printed on March 24, 2021, however up to date and republished on February 5, 2025
SOURCES
(2025, January 18). The 20 Most Widespread Complaints Diners Have At Eating places. MSN. https://www.msn.com/en-ca/foodanddrink/foodnews/the-20-most-common-complaints-diners-have-at-restaurants/ss-AA1ql8cx?ocid=LENDHP
(2024, April 23). Methods to Deal with Complaints in Your Restaurant. WebstaurantStore. https://www.webstaurantstore.com/weblog/3776/how-to-handle-customer-complaints.html
(2025, January 20). 2025 Eating Developments That Will Maintain Friends Coming Again. QSR Journal. https://www.qsrmagazine.com/story/2025-dining-trends-that-will-keep-guests-coming-back/
USDA (n.d.). “Hazard Zone” (40°F – 140°F). Meals Security and Inspection Service. https://www.fsis.usda.gov/food-safety/safe-food-handling-and-preparation/food-safety-basics/danger-zone-40f-140f
(2021, December 14). Research: Restaurant Prospects Getting Extra Impatient. QSR Journal. https://www.qsrmagazine.com/information/study-restaurant-customers-getting-more-impatient/
Purdue College (2024, March 13). Most customers proceed to anticipate rising meals costs. School of Agriculture. https://ag.purdue.edu/information/2024/03/most-consumers-continue-to-expect-rising-food-prices.html
