Overview
This document will serve to explain and provide examples of all types of Restaurant Errors such as:
4.1 Examples: Missing Item
4.2 Examples: Not What I Ordered
4.3 Examples: Visible or Invisible Poor Food Quality Issue
4.4 Portion Size issue
4.5 Additional Cases of Valid Images
4.1 Examples: Missing Items
| Restaurant Error | Description | Example 1 | Example 2 | Compensation |
| Missing Item |
Main = A main item is described as an item that is bold on Mr D Food Admin. There are cases where main items are not bolded however, it is still considered as a main i.e refer to example 2.
Example 1 Mains = McRoyale Burger + Quarter Ponder with Cheese
Example 2 Mains = The 1/4 Chicken |
 |
 |
Price Available: - Example 1= Customer is missing the McRoyale Burger using the How to Check Menu Prices we are able to see that a McRoyale on its own costs: R59,90
Price Not Available: - Example 2 = Customer is missing the 1/4 chicken and their is no price available for the 1/4 chicken on its own so the customer will be compensated the full R56 |
|
Side = A side item is described as an item that is non bold on the Mr D Food Admin site.
Example 1 Sides = Small fries + small fries
Example 2 Side = 'NiceCream" |
 |
 |
Price Available: - Example 1 = Customer is missing the small fries from their cheese & bacon burger, price on admin shows that the price is R28 so we compensate the customer R28
Price Not Available: - Example 2 = Customer is missing 2x 'NiceCream' since their is no price available, we would issue the Customer with 2x R25 coupons = R50 coupon |
|
|
Sauces = A sauce is described as an item that comes as an accompaniment to a meal
Example 1 Sauce = Soy Sauce
Example 2 Sauce = Churros sauce |
 |
 |
Price Available: Example 1 = Customer is missing the Soy sauce which is R10 so we compensate the customer R10
Price Not Available: Example 2 = Customer is missing their churros sauce - there is no price available for the churros sauce therefore the Customer will be compensated with a R15 coupon |
4.2 Not What I Ordered
| Restaurant Error | Description | Example 1 | Example 2 | Compensation |
| Not What I Ordered |
Incorrect/Missing Ingredient = This type of NWIO is defined as an occurrence when a Customer receives an ingredient that is not supposed to be on or in their main meal or where an ingredient is not present on their item
Example 1 = The Customers burger was supposed to come with a pineapple slice however there was no pineapple slice
Example 2 = The Customer ordered a chicken burger but received no patty on the burger. |
 |
 |
Price Available: Example 1 = The price of the burger is R88 therefore we compensate the Customer with R88
Price Not Available: Example 2 = The price of the meal is R126 and there is no individual price for the burger on its own. We would compensate the customer the full R126 since no price is available |
|
Incorrect meal = This type of NWIO is defined as an occurrence when a Customer receives something different to what they originally ordered.
Example 1 = The Customer requested beef noodles but instead received chicken noodles
Example 2 = The Customer ordered a normal kids chicken burger meal but received a prego burger |
 |
 |
Price Available: Example 1 = The value of the noodles is R110 and the customer received the incorrect meal therefore the customer would receive R110 compensation
Price Not Available: Example 2 = The price of the whole meal is R56 but there is no price for the burger on its own. We therefore compensate the Customer with the full R56 |
|
|
Incorrect sides = This type of NWIO is defined as an occurrence when a Customer receives a side with their main meal that was not what they ordered.
Example 1 = The Customer ordered rice with their curry but instead received a roti
Example 2 = The Customer ordered chips only but received onion rings |
 |
 |
Price Available: Example 1 = The price of the rice is R30 but the Customer received roti instead, we therefore compensate the customer R30.
Price Not Available: Example 2 = There is no price available for Spur chips so we compensate the Customer R25 |
|
|
Incorrect Sauce = This type of NWIO is defined as an occurrence when a receives the incorrect sauce that accompanies their meal
Example 1 = The Customer requested a cheese sauce with their wings but instead received a Mediterranean sauce
Example 2 = Customer requested BBQ sauce but received Jalapeño |
 |
 |
Price Available: Example 1 = The price of cheese sauce is R25 so we would compensate the customer R25.
Price Not Available: Example 2 = There is no price available for the nuggets dips so the customer will receive compensation of R15 |
|
|
Exclusionary notes not followed = This type of NWIO is defined as an occurrence where the Customer requested a specific ingredient to be excluded however, the Restaurant does not follow the instruction
Example 1 = The Customer requested for the tomato to be removed from their burger however, there was tomato on the burger
Example 2 = The Customer requested no cashew nuts as they are allergic however, the cashew nuts were not excluded |
 |
 |
Price Available: Example 1 = The price of the burger on its own is valued at R39,90 so we would compensate the customer R39,90
Price Not Available: Example 2 = Customer ordered a combo deal of noodles however there was no price available for the noodle dish affected. Price of the combo is R180, escalate to MOD for MOD to advise what the appropriate compensation would be |
4.3 Examples: Poor Food Quality
| Restaurant Error | Description | Example 1 | Example 2 | Compensation |
| Poor Food Quality |
Visible Poor Food Quality- Taste/Flavour
Example 1 = The Customer complained that the pizza was too oily
Example 2 = The Customer complained that their ribs were burned |
 |
 |
Price Available: Example 1 = The price of the pizza is R90, since the image slightly shows that the pizza is oily we compensate the customer R30
Price Not Available: For scenarios where customers do not accept the R30 or R50, the MOD would advise on how much to compensate the customer |
|
Visible Poor Food Quality- Taste/Flavour Customer images clearly/explicitly show entire meal/item Oily ,dry ,partly burnt, lack ingredients
Example 1 = The Customer complained that their chicken was dry and burned
Example 2 = The Customer complained that their eisbein was burned |
 |
 |
Price Available: Example 1 = The price of the quarter chicken is R85, since the image clearly shows that the item is burnt we compensate the customer R50
Price Not Available: For scenarios where customers do not accept the R50 or R80, the MOD would advise on how much to compensate the customer |
|
|
Visible Poor Food Quality- Taste/Old Food
Customers image clearly shows raw, mouldy food ,lapsed expiry date, green steak, entirely burned or severely undercooked
Example 1 = The Customer complained that their chicken was pink ( Raw )
Example 2 = The Customer complained that their roll was mouldy
|
 |
 |
Price Available: Example 1 = The price of the chicken is R90, the chicken is raw so we compensate the customer with R90
Price Not Available: For scenarios where there is no price available for the affected item and the price is valued at R150 or more, escalate to MOD to determine appropriate compensation |
|
|
Invisible Poor Food Quality- Preference of Taste
Example 1 = The Customer complained that their food was too salty
Example 2 = The Customer complained that the rice tasted watery |
 |
 |
Price Available: Example 1 = The Customer advised the food was too salty, we first send the Customer an apology and if there is any pushback we will issue a R20 coupon
Price Not Available: Example 2 = There was no price available for the rice therefore the MOD would advise on the appropriate compensation |
|
|
Invisible Poor Food Quality- Taste/Old Food Customer complains that the food smells expired, tastes expired, not fresh
Example 1 = The Customer complained that the beef smelled off
Example 2 = The Customer Complained that their rice tasted sour
|
 |
 |
Price Available: Example 1 = The value of the combo meal is R110, the customer advised that the food smelled off so we compensate the customer with a total of R110.
Price Not Available: Example 2 = The Customer ordered mutton breyani to the value of R240 ( The rice of the breyani tasted sour ), if no price was available we escalate to the MOD for the MOD to advise the appropriate compensation |
4.4 Examples: Portion Size
| Restaurant Error | Description | Example 1 | Example 2 | Compensation |
| Portion Size |
Customer receives incorrect meal size - large vs medium
NOT portion size was not large enough for the price
Example 1 = The Customer complained that the portion of tripe that was bought is too small ( This is an example of what is not considered as a valid portion size complaint )
Example 2 = Customer ordered a large McDonald's meal but received a medium ( This is considered as a valid portion size complaint ) |
 |
 |
Example 1 = The Customer is complaining about the quantity of tripe that was delivered. This is not a valid portion size complaint
Example 2 = The Customer originally ordered 2 Big Mac meals however the Customer received 2 medium meals: Medium Meal = R80,50 Large = R96,10 Difference = R16,60 |
4.5 Additional Cases of Valid Images
The below cases set examples of valid images received from customers,in instances where the below images are received by agents no additional images should be asked.
E.g 1- “I orders a plant based meal and received a chicken meal”
E.g 2- “This is the completely wrong” slip is clearly from Uber Eats
E.g 3 - ”ordered chicken got beef”. packaging is correct but meal is incorrect
E.g 4 “Ordered lemon and herb” packaging incorrect
 |
Comments
0 comments
Please sign in to leave a comment.