You’re employed exhausting. 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. Typically, although, buyer complaints will present up on social media or Google opinions that take the wind out of your sails. Unfavorable opinions 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 will get again to what you do finest—offering distinctive buyer experiences.
1| Meals/Drinks are Disappointing
A current Mintel survey discovered that 50 p.c 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 a terrific thought to evaluate your coaching supplies and refresh your kitchen workers on that information if it has been greater than a 12 months since they have been initially skilled 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 suitable ingredient suppliers on deck. It’s exhausting to create outstanding recipes with subpar elements delivered by suppliers who’re less-than-dedicated to stocking contemporary, high-quality gadgets.
2| Meals is Over/Undercooked
No one desires 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’ll be able to—there’s no disgrace in utilizing pre-made elements to take the stress off needing to temp tons of from-scratch elements. As an example, pre-made, par-baked pizza crusts have brief, constant bake occasions 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 suitable temperature when it reaches the shopper is an artwork, and one which takes a variety of monitoring. Cold and hot meals must be held at protected temperatures and will by no means dip into the “hazard zone” (40°F–140°F).
Options:
- Maintain sizzling meals below the heaters for so long as doable and hold chilly stuff on ice or within the fridge so long as you’ll be able to.
- Select elements that can stand as much as lengthy hot-hold occasions. To not brag, however our pizza crusts keep style and texture for prolonged intervals below warming lights.
- Foster an environment of open, environment friendly communication so your workers works collectively as gadgets transfer from fridge to kitchen to hotter to desk.
4| Meals Takes Too Lengthy
Restaurant service is at all times below 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 one of the frequent restaurant buyer complaints.
Options:
- Simplify your menu so prep and cook dinner occasions are equally streamlined.
- Prep as a lot as you’ll be able to prematurely.
- Supply pre-made gadgets 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 quicker and simpler for employees and visitors.
5| Dishes are “Overpriced”
Like we stated above, delivering a flawless dish to a buyer is an artwork, and one which must be rewarded. Nonetheless, a majority of customers (64%) predict that meals prices will hold rising, so they’re on the lookout for methods to save lots of and can converse up in the event that they imagine one thing is overpriced.
Options: Our greatest recommendation is to seek out methods to save lots of on labor and ingredient waste the perfect your crew can. Pre-made gadgets might help you in the reduction of on time and waste in these methods:
- Constant ingredient prep and efficiency throughout shifts
- Lowered danger of spoilage
- Simple ordering by way of a responsive, respected distributor (like us!)
- House-saving storage, prep, and administration
- No scrambling for additional arms and prep area when a giant order is available in
6| Buyer Acquired the Unsuitable Order
Combine-ups occur, however listed below are a couple of methods to take care of them after they come up—and cut back the possibility of extra taking place.
Options:
- As an alternative of calling out meals whenever you ship a desk’s order (which may result in confusion), use a seat numbering system in order that irrespective of who delivers and orders, each dish finally ends up with the suitable particular person.
- Pause after delivering every dish to ensure everybody received their appropriate order. Make sure that clients appear pleased with what they obtained. If a mix-up happens, you’ll be able to repair it straight away with out the chance of somebody leaving a disgruntled evaluate on-line later.
- Examine again with the desk simply in case a buyer observed their order was incorrect a couple of bites into their meal. You may rectify it earlier than they hit the Google opinions with a nasty style of their mouth.
7| “Poor” Buyer Service
Restaurant customer support is HARD WORK. The AK Pizza Crust crew 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 workers on methods to speak clearly and successfully with clients. Clarify straightforward methods to diffuse troublesome service conditions, equivalent to having a course of that directs servers to discreetly change tense tables.
- Assist your workers by way of demanding occasions. Take heed to their facet 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 doable, and supply an answer (if it is smart and also you assume it’ll work), i.e., a refund or low cost.
8| The Anticipate a Desk is Too Lengthy
Longer wait occasions are inevitable throughout rushes, however listed below are some methods to get by way of rushes, minus offended clients.
Options:
- Present correct wait occasions.
- 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.
By way of Etsy
9| The Restaurant is “Messy”
Each buyer has a special definition of cleanliness, and cleansing oversights can occur. If clients are reporting that silverware is gunky or tables are soiled, attempt the next.
Options:
- Set clear cleanliness expectations together with your workers and provides them an easy-to-follow guidelines with duties.
- Reward those that persistently hold your home spotless.
- Put money into time-saving expertise like automated ground cleaners.
- Put aside further time for cleansing.
- Tackle high-complaint areas first, equivalent to tables, bogs, and cutlery.
- Set a superb instance—if staff see you caring about cleanliness and sustaining a superb commonplace to your workspace (workplaces, and so on.), they’re extra more likely to comply with your lead.
Now that we’ve investigated a number of the most typical restaurant buyer issues and complaints, and served up some options you’ll be able to attempt, inform us what different challenges your restaurant is going through. We’ll set you up with methods to streamline your operation and hold flavorful, high-quality meals in your tables. Contact our foodservice professionals as we speak!
This weblog was initially revealed 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). Tips on how 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 count on rising meals costs. School of Agriculture. https://ag.purdue.edu/information/2024/03/most-consumers-continue-to-expect-rising-food-prices.html
