What section(s) of the Crave Cookies Franchise Agreement detail the warranty and customer service requirements?
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 9 — FRANCHISEE'S OBLIGATIONS (FDD pages 20–21)
What This Means (2025 FDD)
According to the 2025 Crave Cookies Franchise Disclosure Document, Section 7.14, "Customer Complaints," outlines the franchisee's responsibility to promptly resolve customer complaints. It also states that Crave Cookies Franchising can take action to resolve complaints and may require the franchisee to reimburse any expenses incurred.
Section 7.15, "Evaluation and Compliance Programs," requires franchisees to participate in programs for obtaining customer evaluations and managing complaints, which may include customer feedback systems, surveys, and mystery shopping. Crave Cookies will share the results of these programs with the franchisee and may set minimum score requirements, including scores on internet review sites.
However, the FDD excerpt does not contain specific details regarding any warranties associated with the Crave Cookies franchise. A prospective franchisee should ask Crave Cookies for more information about any warranties, guarantees, or disclaimers that may apply to the franchise, its products, or services.