How many customer complaints can a Pearce Bespoke franchise receive before it is considered 'frequent'?
Pearce_Bespoke Franchise · 2025 FDDAnswer from 2025 FDD Document
- (11) Franchisee receives frequent and/or severe complaints from customers and/or employees concerning the Pearce Bespoke Franchise.
Frequent shall mean there (3) or more different customer complaints with respect to the Pearce Bespoke Franchise in any twelve (12) month period, whether or not resolved;
Source: Item 22 — CONTRACTS (FDD page 39)
What This Means (2025 FDD)
According to the 2025 Pearce Bespoke Franchise Disclosure Document, a Pearce Bespoke franchise is considered to have 'frequent' complaints if it receives three or more different customer complaints within any 12-month period, regardless of whether those complaints have been resolved. This definition is important because receiving frequent complaints can be grounds for termination of the franchise agreement.
For a prospective Pearce Bespoke franchisee, this means that maintaining high levels of customer satisfaction is critical not only for the success of the business but also for remaining in compliance with the franchise agreement. Franchisees should implement robust customer service protocols and address complaints promptly to avoid reaching the threshold for 'frequent' complaints.
It is important to note that the determination of what constitutes a 'severe' complaint is at the Franchisor's discretion. A prospective franchisee should seek clarification from Pearce Bespoke regarding what types of complaints would be considered 'severe' and what steps can be taken to mitigate the risk of receiving such complaints.