Customers are invited to leave honest feedback about every order they receive from shefs. Keeping track of customer ratings and feedback is a great way to identify opportunities to improve your business. You can see all of your customer ratings in the My Ratings page of your Shef Dashboard.
Responding to a positive rating or review
You are welcome to use the chat messaging feature in your Shef Dashboard to thank the customer for their review of your food! Example of how you might respond to a positive rating:
"Thank you for leaving a review of my food. I appreciate your support of my business, and I hope you will choose to order from me again in the future!"
You might also send the customer a personalized promo code for a future order.
Responding to a negative rating or review
Every shef at some point might encounter a negative rating or review from a customer. Please note that we cannot remove reviews that are a matter of taste or personal preferences regarding your food, and customers will never be asked to justify or change their submitted rating or review.
As a reminder, the Shef Terms of Service require all users to communicate respectfully and behave professionally in their interactions with other users. If you receive a negative review, you should only message the customer in a respectful and professional manner, for the purpose of thanking them for their feedback. Examples of how you might respond to a negative rating, in lines with our Terms of Service:
"Thank you for your feedback on my food. I'm sorry to hear that you were not 100% satisfied with this order! I will take this feedback into account for future customers."
"I'm sorry to hear that you were not 100% satisfied with this order! Can you tell me more about why you were unsatisfied with [this dish], so that I can improve in the future?” (after customer responds) “Thank you for this honest feedback.”
"I appreciate and respect your feedback on my food. I’m sorry to hear you were not satisfied with this order, and I would like to offer you a special promo code if you choose to order from me again: (promo code)"
Important: You should never reach out to your customer in a hostile or threatening manner. Responding to a customer in a manner that is unprofessional, disrespectful, and/or hostile can not only hurt your business, but can potentially diminish earnings opportunities for all shefs. As such, responding to a customer in a manner that the Shef team believes does not follow our Terms of Service can result in restrictions to your Shef account.
Contesting a rating or review
If you receive a review that you believe is unrelated to your cooking or packaging, you may contest it with our support team.
Reviews can only be contested if they relate to the following topics :
Complaints related to delivery (i.e. order not received, not received on time, third party delivery provider was unprofessional, etc).
Complaints related to the shef.com website or app
Reviews which do not relate to the food purchased or service you provided to your customers
Reviews posted more than 45 days after the order was completed.
We will investigate each situation individually to determine whether the review should be removed. Not all ratings or reviews will be removed, and customers will never be asked to justify or change their submitted rating or review. Please note that we cannot remove reviews that are a matter of taste or personal preferences regarding your food.