A delivery that doesn't meet your food safety requirements can put your entire kitchen at risk. Wrong temperature, damaged packaging or expired products can lead to food poisoning for your guests. Here's your step-by-step action plan for handling failed deliveries.
Check every delivery immediately upon arrival
The first 15 minutes after delivery are crucial. Products that have arrived too warm may already be spoiled, even if you can't see it. Always check right away:
- Temperature: Chilled products below 7°C, frozen below -18°C
- Packaging: No tears, dents or leaks
- Shelf life: At least 2/3 of the expiration date remaining
- Quality: No strange smells, colors or texture
💡 Example of rejection:
Fish supplier brings salmon that measures 9°C upon arrival:
- Refuse immediately and have it picked up
- Note the temperature and reason
- Take a photo of the thermometer
- Inform supplier about the problem
Better one day without salmon than sick guests
Refuse immediately and document everything
Got doubts? Then the answer is no. Food safety isn't negotiable. Refuse the delivery immediately and record everything:
- Time and date of delivery
- Driver name and supplier
- Which products you're refusing
- Exact reason (temperature, damage, date)
- Photos as proof
⚠️ Important:
Always have your driver sign that he's taking the products back. Otherwise you could face disputes later about what was delivered.
Contact your supplier and demand replacement
Call your supplier immediately and explain what's wrong. Demand replacement within 24 hours if possible, or a credit note if you have to buy elsewhere. Good suppliers understand this and resolve it quickly. I've seen restaurants lose EUR 200-400 monthly from accepting borderline deliveries that spoil within hours - a mistake that costs way more than being strict upfront.
💡 Example conversation:
"Hi, the chicken from this morning was 11°C upon arrival. I refused it. Can you replace this this afternoon, or do I need a credit note?"
Short, clear, no discussion about whether it was allowed or not.
Adjust your menu if needed
Sometimes replacement doesn't happen in time. Then adjust your menu. Better to drop a dish than risk bad products. Inform your team and think of alternatives:
- Which dishes can't you make?
- What do you have on hand as an alternative?
- Can you buy something elsewhere for today?
- How do you tell this to your guests?
Keep all documentation
Keep all documents about refused deliveries for at least 2 years. During an inspection or if a guest gets sick, you can prove you acted correctly. This saves you from serious trouble.
💡 Digital archive:
Tools like KitchenNmbrs let you save photos and notes directly with your deliveries. That way you have everything digital and won't lose any paperwork.
How do you handle a bad delivery? (step by step)
Check immediately upon arrival
Measure temperature of chilled products (max 7°C) and frozen (max -18°C). Check packaging for tears and verify expiration date. In doubt? Then the answer is no.
Refuse and document
Refuse bad products immediately and have driver sign. Note time, date, products and reason for refusal. Take photos as proof.
Call supplier and demand action
Inform supplier immediately about the problem. Demand replacement within 24 hours or credit note. Adjust menu if replacement doesn't work out.
✨ Pro tip
Always measure the core temperature of at least 3 products per delivery within 5 minutes of arrival. Products on top are often 2-3°C warmer than those at the truck's bottom.
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
Can I accept chilled products that are 8°C?
No, chilled products must be maximum 7°C upon delivery. One degree difference can make the difference between safe and dangerous. Don't risk it.
What if the driver says the temperature rose during transport?
That's not your problem but the supplier's. You're responsible for what you accept, not what happens during transport. The temperature at your door is what matters.
Can I use products that are slightly too warm if I cool them down right away?
Absolutely not. Bacteria that have multiplied from heat won't die from cooling. Once too warm means throw away - no exceptions.
📚 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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