What is the Crave Cookies franchisee required to do regarding customer complaints?
Crave_Cookies Franchise · 2025 FDDAnswer from 2025 FDD Document
e by any System Standards related thereto. Franchisee shall give Crave Cookies Franchising unlimited access to Franchisee's point of sale system and other software systems used in the Business, by any means designated by Crave Cookies Franchising.
7.14 Customer Complaints. 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).
7.16 Payment Systems. Franchisee shall accept payment from customers in any form or manner designated by Crave Cookies Franchising (which may include, for example, cash, specific credit and/or debit cards, gift cards, electronic fund transfer systems, and mobile payment systems).
Source: Item 22 — CONTRACTS (FDD page 47)
What This Means (2025 FDD)
According to Crave Cookies' 2025 Franchise Disclosure Document, franchisees are responsible for addressing customer complaints. Specifically, the franchisee must use their best efforts to promptly resolve any customer complaints. Crave Cookies Franchising retains the right to take action to resolve customer complaints themselves and may require the franchisee to reimburse them for any expenses incurred in doing so.
Furthermore, Crave Cookies requires franchisees to participate in programs designed to obtain customer evaluations, review compliance with the Crave Cookies system, and manage customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping. The franchisee bears the expense of participating in these programs. Crave Cookies Franchising will share the results of these programs with the franchisee as they pertain to their specific business.
Crave Cookies may also set minimum score requirements for these programs, which the franchisee must meet or exceed. Additionally, Crave Cookies may set minimum score requirements that the franchisee must receive from the public on internet review sites like Yelp or Google. If Crave Cookies conducts an inspection because of a customer complaint or other customer feedback, they may charge all out-of-pocket expenses plus its then-current inspection fee to the franchisee.