Restaurant complaints are an inevitable reality that every owner knows all too well—that sinking feeling when a customer signals for the manager with that unmistakable look of dissatisfaction.
What separates successful restaurants from struggling ones isn’t the absence of complaints but how effectively they’re handled. In fact, a study by Harvard Business Review found that customers who have their complaints handled in less than 5 minutes are willing to spend more on future purchases.
In this comprehensive guide, we’ll explore:
- The psychology behind restaurant complaints
- A proven framework for handling any complaint (the LAST method)
- 20 most common restaurant complaints and how to address each one
- Ready-to-use scripts for your staff
- Strategies to prevent future complaints
Disclaimer: This guide provides general information and best practices for handling restaurant complaints. The scripts and strategies offered should be used as starting points and customized to fit your specific circumstances and policies. This content does not constitute legal advice. For situations involving serious health concerns, legal disputes, or other complex issues, we recommend consulting with appropriate legal and regulatory professionals.
General Tips on Handling Restaurant Complaints
There are numerous possible complaints and numerous ways to solve them. When faced with an unsatisfied customer, remember the acronym “L.A.S.T.”:
- Listen actively
- Apologize sincerely
- Solve the problem
- Thank the customer for the feedback
Let’s dive into each step in more detail:
Listen Actively
When a customer complains, give them your full, undivided attention:
- Maintain eye contact
- Nod to acknowledge points
- Avoid interrupting
- Take notes when appropriate
- Summarize their concern to confirm understanding
Your body language should communicate openness—uncrossed arms, leaning slightly forward, and maintaining a neutral or concerned expression.
Keep Calm
Even when customers are upset or rude, maintaining your composure is essential:
- Speak in a measured, even tone
- Avoid matching the customer’s emotional intensity
- Use phrases like “I understand why that would be frustrating”
- Take a deep breath before responding if necessary
- Remember that the complaint is about the situation, not you personally
Be Empathetic
- Validate the customer’s feelings: “I can see why that would be disappointing”
- Avoid phrases that diminish concerns: “It’s just a small wait” or “That happens sometimes”
- Put yourself in their position: “If I were celebrating my anniversary, I’d expect better service too”
- Never blame the customer, even partially
Authentic empathy goes beyond scripted responses:
Provide Solutions
Effective solutions should be:
- Prompt: Offered as quickly as possible
- Appropriate: Matching the severity of the issue
- Options-based: When possible, give customers choices
- Feasible: Something you can deliver immediately
For minor issues, a sincere apology may be sufficient. More serious problems might warrant comped items, discounts, or gift cards for future visits.
Involve Customers
Customers who feel part of the solution are more likely to be satisfied with the outcome:
- Ask: “What would make this right for you?”
- Offer options: “Would you prefer that we remake your dish or select something else?”
- Seek their input: “Is this solution acceptable to you?”
This collaborative approach transforms the dynamic from confrontational to cooperative.
Follow Up
For significant complaints:
- Get contact information (with permission)
- Follow up within 24-48 hours
- Ask if the solution was satisfactory
- Invite them back with a specific incentive
This extra step demonstrates genuine concern for their satisfaction.
Track Complaints
Establish a simple system to track:
- Complaint type/category
- Frequency
- Resolution provided
- Customer satisfaction with resolution
This data helps identify patterns that might indicate deeper operational issues.
Train Staff
Effective complaint handling should be part of every employee’s training:
- Role-play common scenarios
- Empower staff with appropriate resolution authority
- Establish clear escalation paths for complex issues
- Recognize and reward excellent complaint handling
Most Common Restaurant Complaints
1. Low-Quality Food or Drink
Common Cases/Instances:
- Undercooked or overcooked food
- Cold food that should be hot
- Subpar ingredient quality
- Inconsistent preparation between visits
Impact: At the end of the day, people come to your restaurant for the food. When it disappoints, nothing else really matters. A customer might forgive some minor errors, but they rarely give second chances after a bad meal – they simply cross you off their list and move on to the next option.
2. Order Mix-Up
Common Cases/Instances:
- Wrong items delivered
- Missing components or sides
- Incorrect preparation method
- Special requests ignored
Impact: Order accuracy directly impacts repeat business, it is ranked second most important in the restaurant experience in a recent survey of UK consumers.
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3. Slow Service
Common Cases/Instances:
- Extended waits between ordering and receiving food
- Long periods without server check-ins
- Delayed initial greeting upon seating
- Slow check processing
Extended waits create a negative emotional experience that lingers in memory long after the meal is forgotten, making service speed one of the most critical factors in building repeat business.
4. Poor Customer Service
Common Cases/Instances:
- Inattentive or distracted servers
- Unfriendly or rude behavior
- Lack of product knowledge
- Unwillingness to accommodate reasonable requests
Impact: Bad service sticks in customers’ memories and spreads through their social circles. In today’s connected world, service quality defines your restaurant’s reputation more powerfully than any menu item.
5. Uncleanliness
Common Cases/Instances:
- Dirty tableware or glassware
- Unsanitary restrooms
- Visible kitchen issues
- Staff hygiene concerns
Impact: Visible cleanliness issues trigger immediate gut reactions that customers rarely overcome. A dirty dining room suggests a dirty kitchen, and unkempt restrooms often prompt immediate departures. One cleanliness red flag can override every other positive aspect of the dining experience.
6. Overpriced Menu Items
Common Cases/Instances:
- Poor value perception
- Unexpected price increases
- Hidden charges or fees
- Portion sizes that don’t match the price point
Impact: Although premium pricing creates an implicit promise of excellence, it also raises the bar of customer expectations. From the food quality and quantity, serving time, and other minor details- everything is up for scrutiny.
Conversely, when experience exceeds price expectations, customers become powerful advocates for your restaurant’s value proposition.
7. Disruptive Atmosphere
Common Cases/Instances:
- Excessive noise levels
- Uncomfortable seating
- Poor temperature control
- Inadequate table spacing
Impact: Noise is a prevalent issue in restaurant reviews and a major factor in customer dissatisfaction. In fact, studies have shown that noise affects the taste of food, making it less pleasant.
8. Unavailable Items
Common Cases/Instances:
- Menu items out of stock
- Limited availability of advertised specials
- Common ingredients missing
- Beverage options unavailable
Impact: Menu item unavailability creates a “disappointment moment” that colors the entire dining experience.
9. Delivery Issues
Common Cases/Instances:
- Food arriving cold or soggy
- Extended delivery times
- Incomplete orders
- Poor packaging
Impact: A poor delivery experience eliminates your restaurant from future consideration in the rapidly growing delivery market. Many customers who have a disappointing delivery experience may simply choose another option next time rather than giving your restaurant another chance.
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- Provide customers with automatic updates on their orders, with more accurate delivery time estimates.
- Seamless system for food deliveries and takeaways.
10. Food Safety Concerns
Common Cases/Instances:
- Foreign objects in food
- Undercooked proteins
- Suspected food poisoning
- Cross-contamination concerns
Impact: Food safety complaints, though rare, are among the most serious and can have legal implications beyond customer dissatisfaction.
Want to ensure your restaurant meets all health and safety standards? Check out our restaurant health & safety compliance blog and checklist for a comprehensive guide to protecting your customers and your business.
11. Limited Dietary Options
Common Cases/Instances:
- Few vegetarian/vegan choices
- Poor allergen identification
- Limited gluten-free options
- Unwillingness to modify dishes
Impact: Nearly half of Brits avoid dining out due to food intolerances or specific dietary requirements, indicating a significant need for dietary-specific menu options
12. Wait Time Mismanagement
Common Issues:
- Inaccurate quoted wait times
- Disorganized waiting areas
- Inadequate communication during waits
- Customer frustration due to long seating queues
Impact: Wait time satisfaction directly correlates with overall dining satisfaction.
13. Portion Inconsistency
Common Cases/Instances:
- Variation between identical dishes
- Shrinking portions without notice
- Sides disproportionate to entrées
- Inconsistency between lunch and dinner portions
- Food that don’t match menu and/or advertisement
Impact: Portion consistency creates customer confidence and value perception.
14. Ineffective Complaint Resolution
Common Cases/Instances:
- Dismissive responses to initial complaints
- Failure to follow through on promises
- Inadequate compensation for serious issues
- Defensive or argumentative staff
Impact: Customers whose complaints are inadequately addressed never return.
15. Service Inconsistency
Common Cases/Instances:
- Varying service quality between servers
- Inconsistency between visits
- Different treatment for different customers
- Unpredictable timing
Impact: Consistency creates confidence—customers value knowing what to expect.
16. Allergen Management Failures
Common Cases/Instances:
- Cross-contamination
- Inaccurate allergen information
- Staff unfamiliar with ingredients
- Dismissal of allergen concerns
Impact: Approximately 6% of the UK adult population, or around 2.4 million adults, have a clinically confirmed food allergy, making this a critical health and safety issue.
17. Authenticity Misrepresentation
Common Cases/Instances:
- Dishes labeled as “authentic” that aren’t
- Cultural appropriation concerns
- Misleading descriptions of preparation methods
- Imported vs. local ingredient transparency
Impact: Consumer awareness of culinary authenticity continues to grow, particularly in specialty cuisines.
18. Accessibility Limitations
Common Cases/Instances:
- Inadequate accommodations for disabilities
- Difficult entry/exit points
- Inaccessible restrooms
- Poor navigation for visually impaired
Impact: Beyond legal requirements, accessibility affects approximately 16.1 million people in the UK with disabilities, which represents 24% of the total population as of 2022-2023.
19. Technology and Payment Issues
Common Cases/Instances:
- Payment system failures
- Limited payment options
- Wi-Fi problems
- Reservation system glitches
Impact: Technology issues can create friction at critical moments, particularly at the end of the meal during payment.
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20. Reservation Mishandling
Common Cases/Instances:
- Lost reservations
- Extended waits despite reservations
- Inadequate seating for reserved party size
- Poor communication about reservation changes
Impact: Reservation problems start the dining experience on a negative note that’s difficult to overcome.
How to Handle and Respond to Restaurant Complaints (with Scripts and Examples)
Low-Quality Food/Drink
Complaint Example:
“My steak was cold” / “This tastes off” / “The food is overcooked.”
Tips to Prevent:
- Avoid blaming the kitchen staff in front of the customer.
- Offer a small gesture of goodwill (free dessert or appetizer).
- Train staff to spot food issues before serving.
Steps to Resolve:
- Acknowledge the issue immediately.
- Apologize sincerely and without excuses.
- Offer a replacement or alternative.
- Follow up after the issue is resolved.
“I’m truly sorry your steak arrived cold. That’s not the experience we aim to deliver. I’ll have a fresh one prepared right away. In the meantime, would you like a complimentary appetizer while you wait?”
Order Mix-Up
Complaint Example
“This isn’t what I ordered” / “You forgot my side” / “I requested gluten-free.”
Tips to prevent:
- Repeat orders back to the customer when taking them.
- Use order tickets or POS notes for dietary restrictions.
- Consider removing the incorrect item from the bill.
Steps to Resolve:
- Apologize and confirm the correct order.
- Correct the issue quickly and prioritize the new order.
- Ensure dietary requests are taken seriously.
- Inform the kitchen manager of the mistake.
Script:
“I deeply apologize that your gluten-free request wasn’t followed. I’ll have a new dish made right away using strict gluten-free protocols. I’ve also alerted our kitchen manager to prevent this moving forward.”
Slow Service
Complaint Example:
“We’ve been waiting forever” / “”Our food is taking so long to be served”.”
Tips to Prevent:
- Communicate expected wait times early.
- Use handheld POS systems to speed up orders.
- Monitor service flow during peak times.
Steps to Resolve:
- Acknowledge the delay and thank the guest for their patience.
- Explain the cause briefly if needed.
- Offer updates and complimentary drinks/snacks.
- Assign a staff member to personally oversee the table.
Script:
“I sincerely apologize for the wait. Your meal will be ready in about 15 minutes. I’ve arranged complimentary drinks while you wait and will keep you updated.”
Poor Customer Service
Complaint Example:
“Your staff was rude” / “They didn’t know the menu” / “They wouldn’t help.”
Tips to prevent:
- Always follow up with the guest personally.
- Retrain or coach staff who repeatedly cause issues.
- Empower staff to solve problems on the spot.
Steps to Resolve:
- Listen without interrupting.
- Apologize and validate their frustration.
- Offer to make it right immediately.
- Take internal corrective action with staff later.
Script:
“I’m really sorry to hear about your experience with us today. We strive to provide excellent service, and it’s clear we fell short. I assure you we’re addressing this and providing additional training to our staff. As an apology, we’d like to offer you [a complimentary meal/a discount/a gift card]. Thank you for bringing this to our attention.”
Uncleanliness
Complaint Example:
“The cutlery was dirty” / “The restroom smells bad” / “I saw a pest.”
Tips to prevent:
- Conduct regular checks of restrooms and dining areas.
- Keep sanitation supplies handy for quick cleanups.
- Partner with a professional pest control service.
Steps to Resolve:
- Apologize immediately and remove the issue.
- Replace the item or relocate the guest if necessary.
- Dispatch cleaning staff right away.
- Follow up discreetly and document the incident.
Script:
“I sincerely apologize. We take cleanliness and pest control extremely seriously. I’d like to move you to a better table, perhaps you can choose between our VIP or balcony and we can discuss more about how we can make this right.”
For atmospheric issues:
Complaint Example:
“It’s too loud/hot/bright in here.”
Tips to prevent:
- Regularly monitor noise and lighting levels.
- Create multiple seating zones (quiet, open, cozy).
- Invest in ambient control tools (dimmers, sound panels).
Steps to Resolve:
- Apologize and validate the discomfort.
- Offer a quick solution (adjust lights, music, or A/C).
- Relocate the guest if necessary.
- Follow up to ensure satisfaction.
Script:
“I’m sorry the atmosphere isn’t comfortable. Let me adjust the lighting/music, or I’d be happy to move you to another area if that helps.”
For allergen concerns:
Complaint Example:
“I have a peanut allergy—can you confirm this dish is safe?”
Tips to Prevent:
- Train all staff on allergen awareness.
- Maintain an allergen guide for every dish.
- Use separate cooking equipment where needed.
Steps to Resolve:
- Treat all allergies as serious.
- Consult the chef directly.
- Double-check cross-contamination protocols.
- Clearly communicate the outcome to the guest.
Script:
“Thank you for letting us know. I can assure you that this dish is safe and our kitchen follows strict allergen protocols. Let me also show our allergen guide on our menu. I’ll personally verify with our chef that your dish is prepared according to your dietary requirements. Your wellbeing is something we never compromise on.”
For reservation issues:
Complaint Example:
“We had a reservation, but it wasn’t found.”
Steps to Resolve:
- Apologize sincerely.
- Investigate the issue quickly.
- Offer a temporary solution (bar seating, drinks).
- Compensate with a gesture if needed.
Tips to Prevent:
- Use reliable reservation software with reminders.
- Always keep a few tables open for error management.
- Confirm large group bookings with a call.
Script:
“I sincerely apologize for this inconvenience. Your feedback is extremely valuable, and I’m personally documenting this to help improve our reservation system. While we reassess our current table arrangements, please enjoy a complimentary drink at the bar. I’ll come get you personally as soon as your table is ready,”
Handling Complaints Across Channels
In-Person Complaints
In-person complaints require immediate action:
- Address the issue on the spot whenever possible
- Ensure body language shows concern and attention
- Involve a manager for serious complaints
- Document the complaint after resolution for tracking
- Offer complimentary services, like snacks or drinks, as an apology.
Online Complaints
- Respond immediately to urgent issues like incorrect deliveries. For all other concerns, aim to reply as soon as possible.
- Keep your tone calm, respectful, and empathetic—never argue publicly.
- Validate the customer’s experience and offer a sincere apology, even if you disagree.
- Invite the customer to connect via direct message, email, or phone for resolution.
- Offer voucher codes or in-store credits as an apology. This compensates for their disappointment and encourages them to experience your improvements firsthand.
- Track recurring issues from reviews and use feedback to improve operations and training.
Phone Complaints
Phone complaints lack visual cues, making voice tone crucial:
- Listen without interruption
- Restate the concern to confirm understanding
- Offer complimentary services as an apology and compensation for the inconvenience. This also invites them to give your restaurant another chance.
- Provide a direct call-back number for following up.
How to Avoid Restaurant Complaints (Before They Happen)
While no restaurant is complaint-proof, many issues can be prevented with proactive strategies. Here are five key ways to reduce complaints before they arise:
1. Set Clear Expectations
Be upfront about what guests can expect and help build trust from the start — keep accurate descriptions and image representations of food items in the menu, including but not limited to, ingredients, portion sizes, pricing, and allergen information.
2. Train Staff Thoroughly
Well-trained staff are your first line of defense. Focus on service standards, product knowledge, and empathy. Regular on-the-job training and empowering staff to resolve small issues quickly can make a big difference.
3. Maintain Consistency
Guests return for reliability. Ensure consistency in food quality, portion sizes, and presentation by standardizing recipes and using prep checklists during every shift.
4. Communicate Internally
Strong internal communication keeps your team aligned. Keep front and back-of-house teams updated on menu changes, promotions, and guest feedback to avoid confusion and errors.
5. Monitor Guest Experience Actively
Don’t wait for a complaint before acting. Check in with diners during their meal, use comment cards or digital surveys, and place QR codes on menus to make real-time feedback easy and accessible.
6. Prioritize Health and Safety
Implement visible food safety protocols that exceed minimum requirements. Conduct daily equipment checks in all areas. Train staff thoroughly on allergen management and cross-contamination prevention. Make sanitizing practices visible to build trust with health-conscious customers.
7. Optimize Reservation and Wait Systems
Use reliable reservation technology to prevent overbooking and manage turnover efficiently. Clearly communicate policies for late arrivals and no-shows. Train hosts to provide accurate wait times based on real-time factors. Implement text notifications and create comfortable waiting areas to reduce perceived wait times.
8. Elevate Sanitation Standards
Establish cleaning protocols that visibly exceed health department requirements. Schedule regular deep cleaning of all customer spaces, including often-overlooked areas. Sanitize tables between guests as both a hygiene measure and trust signal. Maintain immaculate restrooms with frequent checks, as they strongly influence overall hygiene perception.
Key Takeaways
- Complaints are opportunities – They reveal blind spots in your operation that satisfied customers never mention
- Response matters more than perfection – A well-handled complaint creates stronger loyalty than a flawless experience
- The LAST method works – “Listen, Apologize, Solve, Thank” provides a framework for any complaint scenario
- Systems beat reactions – Implementing systematic complaint tracking and response protocols produces consistent results
- Staff empowerment is essential – Teams with authority to resolve issues immediately report significantly higher customer retention
- Multi-channel monitoring is non-negotiable – Today’s complaints happen across platforms, requiring unified tracking and response
Frequently Asked Questions
What is the most common complaint at restaurants?
Poor customer service tops the list of restaurant complaints. Customers expect welcoming staff, timely service, and attentive care throughout their visit. Common service issues include delayed responses, unfriendly staff, and inattentiveness. Even exceptional food can’t compensate for subpar service, making staff training in hospitality fundamentals essential.
What complaints are typically made to waiters?
Waitstaff often handles complaints about long wait times for seating, ordering, or receiving food. Customers may also express frustration over incorrect orders, cold or improperly prepared dishes, or poor food quality. Service-related complaints include inattentive staff, lack of check-ins, and billing errors. Cleanliness concerns regarding tables, utensils, or restroom facilities are also common.
What are clear signs of bad restaurant service?
Poor restaurant service is evident when staff are inattentive, unavailable, or exhibit unfriendly behavior. Long delays without explanation, frequent order errors, and ineffective communication can frustrate diners. Ignoring or dismissing feedback, a lack of menu knowledge, and failure to maintain cleanliness standards further contribute to a negative dining experience.
How should staff handle angry customers?
When dealing with upset customers, staff should remain calm and actively listen without interrupting. Demonstrating empathy and validating concerns by summarizing them can help diffuse tension. Offering concrete solutions, involving management when necessary, and maintaining professionalism throughout the interaction are crucial for resolving conflicts effectively.
How should restaurants handle justified price complaints?
When customers question menu pricing, staff should acknowledge their concerns without being defensive. A brief explanation of pricing factors—such as ingredient quality and labor costs—can provide clarity. Highlighting high-value menu options and offering a one-time courtesy discount may help mitigate dissatisfaction. Restaurants should also use feedback to evaluate their price-value alignment.
What’s the most effective first response to any complaint?
An effective initial response follows a structured approach: thank the customer for their feedback, apologize sincerely, and ask clarifying questions if needed. Assure them that their concern is being taken seriously and provide an immediate course of action or potential solutions to address the issue.
How should restaurants handle complaints about other guests?
When customers raise concerns about other patrons, staff should acknowledge their discomfort immediately. If possible, offering to relocate them to a quieter area can provide an immediate solution. Addressing disruptive behavior discreetly helps maintain a professional atmosphere without escalating the situation. If the guest’s experience was significantly impacted, offering compensation may be appropriate. Documenting such incidents allows management to improve future handling and train staff effectively.
What should restaurants avoid when handling complaints?
Restaurants should avoid arguing with customers or becoming defensive, as this can escalate the situation. Making promises that cannot be fulfilled or blaming staff members in front of guests undermines credibility. Dismissing complaints as isolated incidents without proper documentation can lead to repeated issues. Failing to acknowledge the emotional aspect of complaints or delaying resolution and follow-up can further damage customer trust.
How can restaurants turn complainers into advocates?
Turning dissatisfied customers into loyal patrons requires exceptional complaint resolution. Providing an outstanding recovery experience, following up with personalized communication, and demonstrating implemented changes show commitment to improvement. Recognizing returning guests and expressing genuine appreciation for their feedback can transform a negative experience into a lasting customer relationship.
