A complaint call script for food delivery delays is a structured conversation guide that helps customer support agents acknowledge frustration, de-escalate tense situations, and resolve late delivery issues quickly while protecting customer satisfaction and retention.
When Should You Use This Call Script?
Use this script when a customer contacts support about:
A food order that arrived later than promised
A delivery that is significantly delayed with no updates
A customer threatening to cancel or request a refund due to lateness
Repeated delivery delays from the same customer
This script is designed for inbound complaint calls where the customer is already frustrated or upset.
Call Script Overview
Industry: Food Delivery
Use Case: Customer Complaint – Late Delivery
Call Type: Inbound
Customer Emotion: Frustrated, annoyed, or angry
Primary Goal: De-escalate and resolve the issue
Secondary Goal: Retain the customer and restore trust
Complaint Call Script Template for Food Delivery Delays
Opening & Acknowledgment
“Thanks for calling [Company Name]. My name is [Agent Name].
I’m really sorry about the delay with your order — I understand how frustrating it is to be waiting for food, especially when you’re expecting it by a certain time.”
Purpose:
Immediately acknowledges the issue
Shows empathy before asking questions
Issue Confirmation & Clarification
“To make sure I understand correctly, your order was scheduled to arrive around [Expected Delivery Time], and it still hasn’t arrived. Is that right?”
If needed:
“Can you confirm the order number or the name on the order so I can take a closer look?”
Purpose:
Confirms facts without blaming the customer
Shows the agent is actively investigating
Empathy & Ownership
“Thank you for confirming that. I completely understand why this is upsetting, and I’m going to take ownership of this and get it resolved for you right now.”
Purpose:
Reassures the customer they’re being helped
Signals accountability
Explanation (Without Excuses)
“I can see that your order was delayed due to [brief, neutral reason if available — e.g., high order volume or driver availability].
That said, this delay isn’t the experience we want for you.”
Important:
Avoid blaming drivers, restaurants, or external factors excessively.
Resolution Options
“Here’s what I can do for you today:
I can issue a full or partial refund for the delayed order
I can apply a credit to your account for your next order
If the order is still on the way, I can help track it or cancel it, depending on what you’d prefer
Which option works best for you?”
Purpose:
Gives the customer control
Speeds up resolution
Action Confirmation
“I’ve gone ahead and [processed your refund / applied the credit / canceled the order].
You’ll receive a confirmation shortly via [email/SMS/app notification].”
If applicable:
“The refund should appear within [timeframe].”
Reassurance & Retention
“We really appreciate you bringing this to our attention. I’m sorry again for the delay, and we’ll use this feedback to help prevent this from happening again.”
Optional retention line:
“As a thank-you for your patience, I’ve also added [small goodwill credit] to your account.”
Closing the Call
“Is there anything else I can help you with today?”
After response:
“Thanks for calling [Company Name], and again, I apologize for the inconvenience. We appreciate your patience.”
How to Customize This Script
Replace the following placeholders as needed:
[Company Name]
[Agent Name]
[Expected Delivery Time]
[Order Number]
[Refund Amount or Credit Value]
This script can be adapted for chat, email, or SMS with minimal changes.
Best Practices for Handling Food Delivery Delay Complaints
Acknowledge frustration immediately
Avoid defensive language or excuses
Offer resolution options early
Give clear timelines for refunds or credits
End the call with reassurance and appreciation
