What is the timeframe a Face Foundrie franchisee has to respond to customer complaints?
Face_Foundrie Franchise · 2025 FDDAnswer from 2025 FDD Document
- 9.07 Customers. Franchisee will conform to all quality and customer service standards prescribed by Franchisor in writing. All of the services performed by Franchisee shall be of a high standard of workmanship and quality. Franchisee shall at all times maintain a general policy of satisfaction of customers and shall address all complaints of and controversies with customers arising out of the operation of the Facial Bar. Franchisee shall use its best efforts to respond to each customer complaint within twenty-four (24) hours after receipt of such complaint from the customer or from Franchisor (if the customer complains first to Franchisor). If Franchisee fails to respond to a complaint within such twenty-four (24) hour period, Franchisor may intervene and address and/or resolve such complaint (without incurring liability); if Franchisor incurs costs and/or expenses in addressing and/or resolving the complaint, Franchisor may charge such costs and/or expenses back to Franchisee the full amount of such costs and expenses. Franchisee shall comply with all customer service standards and procedures adopted by Franchisor as necessary to protect the goodwill of the System.
Source: Item 22 — CONTRACTS (FDD pages 73–74)
What This Means (2025 FDD)
According to Face Foundrie's 2025 Franchise Disclosure Document, franchisees must try to respond to customer complaints quickly. Specifically, a Face Foundrie franchisee is expected to use their best efforts to respond to each customer complaint within 24 hours of receiving it, whether the complaint comes directly from the customer or from Face Foundrie itself.
If a Face Foundrie franchisee fails to respond to a complaint within this 24-hour window, Face Foundrie has the right to step in and resolve the issue themselves. This intervention by Face Foundrie does not create any liability for them.
Furthermore, if Face Foundrie incurs any costs or expenses while addressing or resolving a customer complaint that the franchisee failed to handle promptly, they can charge those costs back to the franchisee. This means the franchisee will be responsible for reimbursing Face Foundrie for the full amount of the costs and expenses incurred.