What action can Crave Cookies Franchising take to resolve a customer complaint regarding the Business?
Crave_Cookies Franchise · 2025 FDDAnswer from 2025 FDD Document
Franchisee shall use its best efforts to promptly resolve any customer complaints.
Crave Cookies Franchising may take any action it deems appropriate to resolve a customer complaint regarding the Business, and Crave Cookies Franchising may require Franchisee to reimburse Crave Cookies Franchising for any expenses.
- 7.15 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Crave Cookies Franchising for obtaining customer evaluations, reviewing Franchisee's compliance with the System, and/or managing customer complaints, which may include (but are not limited to) a customer feedback system, customer survey programs, and mystery shopping.
Crave Cookies Franchising shall share with Franchisee the results of these programs, as they pertain to the Business.
Franchisee must meet or exceed any minimum score requirements set by Crave Cookies Franchising for such programs.
Crave Cookies Franchising may set minimum scores that Franchisee must receive from the public on internet review sites (such as Yelp or Google).
Source: Item 22 — CONTRACTS (FDD page 47)
What This Means (2025 FDD)
According to Crave Cookies's 2025 Franchise Disclosure Document, the franchisee is expected to resolve customer complaints promptly. However, Crave Cookies Franchising retains the authority to intervene and take any action it deems necessary to resolve customer complaints related to the business. This includes the possibility of requiring the franchisee to reimburse Crave Cookies Franchising for any expenses incurred in resolving the complaint. This could involve direct refunds to customers, providing complimentary products, or other measures to address the customer's concerns.
Crave Cookies also has the right to implement programs for managing customer complaints, which the franchisee must participate in at their own expense. These programs may include customer feedback systems, customer survey programs, and mystery shopping. Crave Cookies Franchising will share the results of these programs with the franchisee, as they pertain to their specific business location. The franchisee must also meet or exceed any minimum score requirements set by Crave Cookies Franchising for these programs, and Crave Cookies Franchising may set minimum scores that the franchisee must receive from the public on internet review sites.
This approach allows Crave Cookies to maintain brand standards and customer satisfaction across all franchise locations. For a prospective franchisee, this means they must be prepared to address customer complaints effectively and potentially bear the costs of resolution if Crave Cookies Franchising intervenes. It also highlights the importance of actively participating in and meeting the standards set by Crave Cookies Franchising's customer evaluation and compliance programs to maintain a positive brand reputation and avoid potential financial repercussions.