Can Crave Cookies Franchising take action to resolve a customer complaint regarding the Business?
Crave_Cookies Franchise · 2025 FDDAnswer from 2025 FDD Document
- 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).
Source: Item 22 — CONTRACTS (FDD page 47)
What This Means (2025 FDD)
According to the 2025 Crave Cookies Franchise Disclosure Document, both the franchisee and Crave Cookies Franchising have responsibilities regarding customer complaints. The franchisee is expected to use their best efforts to promptly resolve any customer complaints. However, Crave Cookies Franchising retains the right to intervene and take action to resolve customer complaints themselves, if they deem it appropriate.
This means that Crave Cookies Franchising can step in to handle customer issues directly. Furthermore, if Crave Cookies Franchising does take action to resolve a complaint, they can require the franchisee to reimburse them for any expenses incurred. This could include costs associated with investigating the complaint, providing compensation to the customer, or any other actions taken to rectify the situation.
Crave Cookies also mandates franchisee participation in programs designed to evaluate customer feedback and manage complaints. These programs may include customer feedback systems, surveys, and mystery shopping, all at the franchisee's expense. Crave Cookies will share the results of these programs with the franchisee, and franchisees must meet any minimum score requirements set by Crave Cookies for these programs, including scores on internet review sites.
This dual responsibility highlights the importance Crave Cookies places on customer satisfaction and brand reputation. While franchisees are expected to handle complaints effectively, Crave Cookies Franchising maintains oversight and the ability to ensure customer issues are resolved to their standards. The potential for the franchisee to bear the costs of franchisor intervention underscores the need for franchisees to prioritize customer service and complaint resolution.