How to handle negative reviews and customer complaints for your restaurant

Every review is a glimpse of a customer's experience. Positive feedback shows what is working, while a complaint can point to an opportunity to listen, reconnect and make the next order even better.

On Wolt, customers rate their experience from 1 to 10 after an order and can also leave a written review. Delivery is rated separately, so your venue rating focuses on your items and service. You can see recent feedback in the Merchant Portal, under Business Insights and Ratings and Reviews. Our venue rating guide explains how the system works.

What can customer feedback tell you?

Reviews become more useful when you look for the need behind the comment. Instead of treating every complaint the same way, group feedback into a few practical themes and focus on the part of the experience you can improve:

• Food quality and condition on arrival: Temperature, texture, packaging or presentation may need attention. Look at how the dish is prepared, packed and handed over, then test what customers receive.

• Missing or incorrect items: A clear packing routine and a final check against the order can help your team catch missing sides, sauces or special instructions before handover.

• Timing and handover: We rate delivery separately from your venue experience. You can still support a smooth order by setting realistic preparation times and making handover quick and clear.

• Expectation and value: Comments about portion size, price or presentation may signal that the menu and the delivered item feel different. Accurate names, descriptions, prices and photos help customers order with confidence. Our menu management guide shows how to keep these details up to date.

How should you respond to a negative review?

A thoughtful response starts by showing the customer that you have understood their experience. Keep it calm, specific and human, then focus on what you can do next.

A simple structure can help:

• Respond while the details are fresh: Check feedback regularly and reply when you have enough information to be helpful. There is no need for a rushed template. A considered response is more valuable than a generic one.

• Acknowledge the specific issue: Refer to what the customer experienced in your own words. For example, “We’re sorry your svíčková arrived cold. That is not the experience we want for you.”

• Take ownership of what you can improve: If your team made a mistake, acknowledge it clearly. If another part of the order journey was involved, stay helpful and avoid guessing or passing blame.

• Offer a helpful next step: In the Merchant Portal, Venue Credit lets you read and respond to reviews and, when appropriate, send credit that the customer can use at your venue. You can personalise the message and choose an amount. The Venue Credit guide explains how it works.

How can you turn feedback into practical improvements?

One response can support one customer. Looking at patterns across several reviews can help your whole team improve the experience for future orders.

If customers mention temperature or presentation more than once, review the full journey from kitchen to handover. Test the dish under realistic delivery conditions, then adjust the preparation, packaging or availability if needed.

For missing items, introduce a quick final check against the order and include special instructions. If customers say a dish was not what they expected, compare the delivered item with its name, description and photo. The menu management guide and menu photo guide can help you make clear, accurate updates.

How do Wolt ratings and reviews work?

After receiving an order, customers can rate their experience on a scale of 1 to 10 and may leave a written review. Delivery is rated separately, so your venue rating reflects your items and service. You can find recent reviews on the Merchant Portal homepage and more detail under Business Insights and Ratings and Reviews.

A few useful principles:

• Look for patterns, not perfection: One review is one customer's experience. Repeated themes across several reviews are a stronger signal of where a small change could make a difference.

• Build consistency over time: Every accurate, well-prepared order contributes to the experience customers rate. Simple routines around availability, order checks, preparation and handover can strengthen that consistency.

• Use the reports available to you: In the Merchant Portal, the Ratings and Reviews report shows total reviews, positive and negative ratings, and rating by venue. Pair those figures with written comments to understand what customers value and where they need more support. The Analytics & Insights overview explains the available reports.

How can feedback help your restaurant grow?

A thoughtful response shows the customer that their experience matters. When you combine that care with a practical improvement, feedback becomes part of a stronger relationship rather than the end of one.

Reviews can also reveal details that are difficult to see from inside the kitchen. A note about temperature, packaging or a missing item can help you test the order journey and improve it for everyone who orders next.

The goal is not a perfect review history. It is a dependable experience and a team that keeps learning from customers.