Suppliers who repeatedly fail to meet your standards pose a risk to your food safety and quality. Poor deliveries can lead to food poisoning, NVWA fines and reputational damage. In this article you'll learn how to handle problematic suppliers step by step.
Recognize the signals of a problematic supplier
Not every bad delivery is reason to switch immediately. But some signals are definitely red flags:
- Temperature too high on arrival (chilled >7°C, frozen products >-12°C)
- Products past their expiration date
- Damaged packaging or dirty transport vehicles
- Repeatedly late deliveries
- Wrong products or quantities
⚠️ Note:
One bad delivery can be a coincidence. Three bad deliveries in a row is a pattern. Document everything.
Document every bad delivery
Without proof you can't take action. So record every deviation:
- Date and time of delivery
- Temperature of chilled and frozen products
- Photos of damaged packaging
- Name of the driver
- Which products you rejected and why
💡 Example:
Delivery Tuesday March 14, 09:30:
- Chicken core temperature: 12°C (max 7°C)
- Driver: Jan van der Berg
- Action: 5kg chicken fillet rejected
- Photos taken of thermometer
Reported to supplier immediately at 09:45
Have a conversation with your supplier
Don't call in anger right away. Approach the conversation professionally:
- Discuss the facts - no emotions, only what you've documented
- Ask about causes - maybe something's wrong with their cold chain
- Make concrete agreements - when will it be fixed?
- Put agreements in writing - email for confirmation
💡 Example conversation:
"Hi Mark, over the past 3 weeks I've had repeated problems with the temperature of your chilled products. On March 7, 14 and 21 the chicken was above 10°C. That's a food safety risk. What's going wrong in your process?"
Set a deadline and monitor
Give your supplier a fair chance to fix it, but set a clear deadline:
- 2 weeks for operational issues (temperature, timing)
- 1 week for administrative issues (wrong products)
- Immediately for food safety issues
Monitor the next deliveries extra carefully. Measure temperatures, check expiration dates, document everything.
⚠️ Note:
Don't give endless chances. After 2-3 warnings with no improvement, it's time to switch.
Look for an alternative
Don't wait until your supplier definitively fails. Start exploring alternatives:
- Ask for references from fellow business owners
- Test small orders with potential new suppliers
- Compare prices - but quality comes first
- Check certificates - do they have BRC, IFS or equivalent?
Make the final decision
If your supplier doesn't improve after warnings and deadlines, it's time to stop:
- Inform in writing that you're ending the relationship
- State the reasons - so they can learn from their mistakes
- Keep it professional - you never know if you'll need them later
- Plan the transition - make sure you don't have a gap in deliveries
💡 Example:
"Dear Mark, despite our conversations and agreements, temperature problems continue with deliveries. For the food safety of my guests I can no longer take this risk. Our partnership ends as of April 1st. Thank you for the pleasant years before."
Prevent problems with new suppliers
Learn from your experience and prevent the same problems:
- Put requirements in writing - temperatures, delivery times, quality
- Take photos of the first deliveries
- Discuss procedures - what do they do if problems occur?
- Schedule evaluation moments - after 1 month and 3 months
How do you handle a problematic supplier? (step by step)
Document all problems
Record every bad delivery with date, time, temperatures and photos. Without proof you can't take action.
Have a professional conversation
Discuss the documented problems with your supplier. Ask about causes and make concrete agreements about improvement.
Set a deadline and monitor
Allow 1-2 weeks for operational issues. Monitor the next deliveries extra carefully and document whether there's improvement.
Find an alternative
Explore other suppliers while giving your current supplier a chance. Test small orders with alternatives.
Make the final decision
If there's no improvement after warnings, end the partnership. Inform in writing and plan a smooth transition.
✨ Pro tip
Take photos of every delivery in the first month with a new supplier. That way you immediately build up evidence if problems arise later.
Calculate this yourself?
In the KitchenNmbrs app you can do this in just a few clicks. 7 days free, no credit card.
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Frequently asked questions
How many chances should I give a bad supplier?
Give a maximum of 2-3 chances after a clear warning. With food safety issues (wrong temperatures) you don't have time for long processes.
Can I hold a supplier liable for bad products?
Only if you can prove the products were already bad upon delivery. That's why documentation is so important - photos, temperature measurements and timestamps.
What if my supplier is the only one nearby?
Look online for alternative suppliers who also deliver to your region. Many wholesalers have a larger delivery area than you might think.
Should I always reject bad deliveries?
Always reject food safety issues (temperature, expiration). For other problems you can accept but document and factor it into your price.
How do I prevent problems with a new supplier?
Set clear requirements in writing beforehand. Take photos of the first deliveries and schedule evaluation moments after 1 and 3 months.
Can an app help with documenting deliveries?
Yes, with a HACCP app like KitchenNmbrs you can quickly record temperatures and deviations with photos. That makes it much easier to look back if problems arise later.
📚 Sources consulted
- EU Verordening 852/2004 — Levensmiddelenhygiëne (2004) — Official source
- EU Verordening 853/2004 — Hygiënevoorschriften voor levensmiddelen van dierlijke oorsprong (2004) — Official source
- EU Verordening 1169/2011 — Voedselinformatie aan consumenten (2011) — Official source
- NVWA — Hygiënecode voor de horeca (2024) — Official source
- NVWA — Allergenen in voedsel (2024) — Official source
- Codex Alimentarius — International Food Standards (2024) — Official source
- FSA — Safer food, better business (HACCP) (2024) — Official source
- BVL — Lebensmittelhygiene (HACCP) (2024) — Official source
- Warenwetbesluit Bereiding en behandeling van levensmiddelen (2024) — Official source
- WHO — Foodborne diseases estimates (2024) — Official source
Food Standards Agency (FSA) — https://www.food.gov.uk
The HACCP standards shown in this application are for informational purposes only. KitchenNmbrs does not guarantee that displayed values are current or complete. Always consult the FSA or your local authority for the latest regulations.
Written by
Jeffrey Smit
Founder & CEO of KitchenNmbrs
Jeffrey Smit built KitchenNmbrs from 8 years of hands-on experience as kitchen manager at 1NUL8 Group in Rotterdam. His mission: give every restaurant owner control over food cost.
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