What should I do when a customer complains about their food on WhatsApp?
Updated 19 October 2026
Reply quickly and politely, say sorry, ask which order it is and for a photo if the problem is the food, then offer a clear fix.
- Answer within minutes. A slow reply makes a small problem bigger.
- Say sorry first. Do not argue or explain before the customer feels heard.
- Ask which order it is and, for a food problem, for a photo.
- Offer one clear fix: a refund, a replacement or credit on the next order.
- Keep the complaint in the same chat as the order so you can find both later.
Find the order behind a complaint in seconds
Menuthere saves every order with its details in your dashboard. When a customer complains, you can see exactly what was ordered and when.
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Sources (1)
- Menuthere, Menuthere, read 19 October 2026