What happens if a Crave Cookies Franchisee fails to promptly resolve customer complaints?
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 Crave Cookies's 2025 Franchise Disclosure Document, franchisees are expected to use their best efforts to promptly resolve customer complaints. If a franchisee fails to do so, Crave Cookies has the right to step in and take action to resolve the complaint themselves.
If Crave Cookies resolves a customer complaint, they may require the franchisee to reimburse them for any expenses incurred. Furthermore, franchisees must participate in programs required by Crave Cookies for obtaining customer evaluations, reviewing compliance with the system, and managing customer complaints. These programs may include customer feedback systems, survey programs, and mystery shopping.
Crave Cookies will share the results of these programs with the franchisee as they pertain to their business. Franchisees must also meet or exceed any minimum score requirements set by Crave Cookies for these programs and may also be required to meet minimum scores from the public on internet review sites like Yelp or Google.
These requirements highlight the importance Crave Cookies places on customer satisfaction and brand reputation. Franchisees should be prepared to invest time and resources into addressing customer concerns and maintaining positive online reviews. Failure to comply with these standards could lead to financial repercussions or further action from the franchisor.