Regarding customer access, does Crave Cookies impose any restrictions on franchisees?
Crave_Cookies Franchise · 2025 FDDAnswer from 2025 FDD Document
- 7.3 Products, Services, and Methods of Sale. Franchisee shall offer all products and services, and only those products and services, from time to time prescribed by Crave Cookies Franchising in the Manual or otherwise in writing. Franchisee shall make sales only to retail customers, and only at the Location. Unless otherwise approved or required by Crave Cookies Franchising, Franchisee shall not make sales by any other means, including without limitation by wholesale, by delivery, by mail order or over the internet, or at temporary or satellite locations. Franchisee shall provide all products and perform all services in a high-quality manner that meets or exceeds the customer's reasonable expectations and all applicable System Standards.
- 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).
- 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. 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).
- 7.14 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.
Source: Item 16 — RESTRICTIONS ON WHAT THE FRANCHISEE MAY SELL (FDD page 34)
What This Means (2025 FDD)
According to Crave Cookies's 2025 Franchise Disclosure Document, franchisees face several restrictions regarding how they can interact with and serve customers. Crave Cookies dictates the products and services a franchisee can offer, specifying that franchisees must offer all, and only those, products and services prescribed by Crave Cookies in the manual or in writing. This extends to menu items and beverages as well. Franchisees are restricted to making sales only to retail customers at the approved location, unless Crave Cookies approves or requires otherwise. This limits the franchisee's ability to explore alternative sales channels such as wholesale, delivery, mail order, internet sales, or temporary locations without explicit consent.
Crave Cookies also maintains control over payment methods. Franchisees must accept payment from customers in any form or manner designated by Crave Cookies, which may include cash, specific credit/debit cards, gift cards, electronic fund transfer systems, and mobile payment systems. The franchisee is responsible for purchasing or leasing all necessary equipment and entering into the business relationships required to comply with Crave Cookies's payment requirements.
Furthermore, franchisees are obligated to participate in customer service and evaluation programs mandated by Crave Cookies, such as customer feedback systems, survey programs, and mystery shopping, at their own expense. Crave Cookies may also set minimum score requirements for these programs and for public internet review sites like Yelp or Google. Franchisees are expected to promptly resolve customer complaints, but Crave Cookies reserves the right to take action and charge the franchisee for any expenses incurred in resolving customer complaints. These stipulations ensure that Crave Cookies maintains a consistent brand image and customer experience across all franchise locations, but they also limit the franchisee's autonomy in tailoring their business to local market conditions and customer preferences.