How to Respond to a Review About Missing Takeout Items

The takeout bag was sealed and the missing side is discovered at home. At that point, the guest needs someone to own the packing review, not a restaurant-versus-driver argument. Your reply can acknowledge the incomplete meal and check the order handoff without promising money or another meal in public.

The review

Ordered two mains and three sides for pickup. The sealed bag had the mains but only one side. Called when we got home and was told everything had been checked, so it must have gone missing after pickup. Nobody offered to review the order. — 1 star

Copy-paste template

An incomplete bag discovered at home is frustrating, and being told it had been checked did not answer the missing-side concern. I'd like to compare the order ticket with our packing and pickup handoff so we can understand what happened. Please call (555) 123-4567 and ask for Erin, the manager, so we can review the order and discuss the next step privately.

Why this works

• It takes the sealed-bag report seriously. The guest could not reasonably check every item without opening the package. The reply does not assume a pickup error by the customer.
• It names the packing records. Ticket accuracy and the handoff are concrete things the manager can review. That is more useful than insisting a checklist was completed.
• It keeps the order private. The guest can provide identifying details directly instead of posting a receipt, phone number, or delivery information.

What not to do

• Don't blame a driver or pickup guest. Review what was packed and handed over before deciding where the problem occurred.
• Don't ask for a full receipt in Google comments. Provide a private contact for order identifiers and payment details.
• Don't publicly commit to replacement meals or credits. Agree on any resolution directly after reviewing the order.