Food delivery is booming, but so are customer complaints. Nearly 60% of delivery customers have reported receiving an order spilled, crushed, or cold upon arrival. When that happens, they don’t just leave a bad review—they request a refund. Restaurants are losing money fast with third-party delivery services like DoorDash and Uber Eats often siding with the customer.
Many restaurant owners focus on food quality and speed but overlook the critical role packaging plays in customer satisfaction. No one wants to pay for a meal that arrives soggy, greasy, or leaking. Worse, frequent complaints lead to negative reviews and refund requests, cutting profits. The good news is that with the right packaging strategy, restaurants can minimize complaints, improve customer satisfaction, and reduce costly third-party refunds.
When a meal is delivered in poor condition, the customer’s first reaction isn’t always to blame the delivery driver. More often than not, they assume the restaurant didn’t package the food properly. A bad experience can push a customer to another competitor, losing revenue. With the growth of food delivery services, restaurants must focus on the details that protect their meals and reputation.
In this blog post, we will explore how restaurants can reduce food delivery complaints with better takeout packaging.
How Poor Packaging Leads to Lost Revenue for Restaurants
Every time a customer receives a damaged meal, restaurants take the hit. Third-party delivery platforms often issue automatic refunds for complaints about food quality, even when the problem results from mishandling by the driver. If a container collapses, a drink spills, or a bag becomes grease-soaked, the restaurant may be forced to refund the order with little recourse.
But the financial impact goes beyond refunds. Poor packaging damages a restaurant’s reputation and affects long-term revenue. According to a survey by Circuit, a route-planning app for delivery drivers, nine out of ten customers have experienced a food delivery order gone wrong. Among those surveyed, 52% requested a refund, while 40% chose to order from a different restaurant instead, as reported by Restaurant Business.
This means a single bad experience can not only lead to a refund but also cost a restaurant future orders. In an industry where online reviews heavily influence consumer choices, repeated complaints about poor food conditions can drive away both loyal and potential customers.
Investing in high-quality, durable packaging isn’t just about presentation—it’s a direct investment in customer retention and long-term profitability.
How Restaurants Can Reduce Food Delivery Complaints with Better Takeout Packaging
Invest in packaging designed to withstand the challenges of food delivery. Restaurants that prioritize durability and functionality can significantly reduce customer complaints. Packaging is more than just a container; it’s an extension of the restaurant’s brand and an essential factor in customer satisfaction.
- Use Thicker Paperboard and Coated Containers
Thin, flimsy boxes may save a few cents per order, but they’re a disaster waiting to happen. Soft containers buckle under pressure, leading to crushed food and angry customers. Instead, restaurants should opt for thicker paperboard and containers with coatings that resist grease and moisture. These materials help maintain structural integrity, ensuring that food arrives in the same condition it left the kitchen.
Coated containers also prevent sauces from leaking through, which is a common complaint. No one wants to receive a bag soaked in soup or dressing. Leaks can turn a simple delivery into a messy ordeal, leaving customers frustrated before they even take a bite. By upgrading to better-quality packaging, restaurants can drastically cut down on refund requests and boost customer satisfaction.
- Choose Secure Closing Mechanisms
Have you ever had a delivery order where the lid popped open, spilling everything inside the bag? Poorly sealed containers are a major pain point for customers. To prevent this, restaurants should use packaging with reliable closing mechanisms, whether snap-on lids, fold-over locks, or tamper-proof seals.
Good closures don’t just protect the food; they also prevent contamination. Customers want to feel confident that their meal hasn’t been tampered with during transit. A securely closed container provides peace of mind and reduces complaints. A well-sealed package also means drivers can transport multiple orders without worrying about spills or leaks, ensuring that all customers receive their meals in perfect condition.
- Add Ventilation to Prevent Soggy Food
Crispy fries that turn limp. Crunchy sandwiches that arrive wet. These issues happen when steam gets trapped inside a container with no escape. Ventilation holes allow excess moisture to escape, preserving texture and preventing food from becoming unappetizing.
This is especially important for fried foods, pizza, and hot food. Without proper airflow, steam buildup leads to a disappointing eating experience. By adding vents to packaging, restaurants can ensure that their food stays as crisp and fresh as possible. Ventilation is particularly crucial for delicate items that rely on texture for their appeal. No one wants to receive fried chicken that’s lost its crunch or a burger bun that’s gone soggy from excess moisture. Minor design tweaks, like strategic vent placement, can make all the difference in the final product.
- Greaseproof Paper for Oily and Fried Foods
Nothing is worse than opening a delivery bag soaked with grease. Not only is it unpleasant, but it also weakens the integrity of the bag, increasing the chances of food falling out or getting crushed. A bag that loses its strength can lead to spills that force customers to clean up before eating.
Using greaseproof paper for fried and oily foods is a simple yet effective solution. It absorbs excess oil while keeping the bag clean and intact. Customers will appreciate receiving a well-packaged meal that looks and feels fresh rather than a greasy mess that requires multiple napkins to handle. Even in delivery, a restaurant that cares about presentation creates a stronger impression and earns repeat business.
How Can Partnering with a Reliable Food Packaging Company Reduce Third-Party Delivery Refunds?
One of the best ways to avoid packaging-related refunds is to work with a trusted packaging supplier. High-quality packaging isn’t just about aesthetics but function, durability, and consistency.
SupplyCaddy offers takeout packaging solutions specifically designed for delivery. Our durable containers, grease-resistant materials, and secure closures help restaurants ensure that meals arrive in perfect condition. By using superior packaging, restaurants can reduce refund requests from third-party platforms, keep customers happy, and protect their bottom line.
Partnering with a supplier that understands the unique needs of food delivery can make a significant difference. A dedicated packaging provider can offer solutions tailored to different cuisines, ensuring that everything from sushi to burgers arrives in the best possible condition. Consistency is key. When restaurants use high-quality materials across all orders, customers know what to expect, and the risk of refunds decreases.
Invest in the Right Takeout Packaging—It Pays Off
Inadequate packaging costs restaurants money. The financial impact of poor takeout containers is significant between refunds, lost customers, and bad reviews. But by investing in high-quality packaging with secure closures, ventilation, and grease-resistant materials, restaurants can protect their profits and improve the customer experience.
Great food deserves great packaging. A meal can be perfectly prepared, but if it arrives in poor condition, customers won’t remember the taste—they’ll remember the mess. Small investments in better packaging can lead to fewer complaints, stronger customer loyalty, and a healthier bottom line.
Looking for reliable, high-quality takeout packaging? Contact SupplyCaddy today at hello@supplycaddy.com to find the best solutions for your restaurant’s needs.