Complaint resolution

If something goes wrong

Most issues are small and get sorted in minutes. When they are not, here is exactly how Silo handles a complaint.

1. Tell us

Open the order and tap "Need help with this order?", or email hello@silo.market with your order number. For anything involving illness or a genuine food-safety risk, email safety@silo.market right away.

2. We review within 24 hours

A real person on the Silo team reviews every complaint, usually within 24 hours. For order issues we open a dispute and pull the order, payment, and pickup record so we work from facts.

3. We mediate

We contact the cook with your report and give them a chance to respond. Most disputes resolve here: a refund, a store credit, a replacement on a future drop, or a clear explanation. You are not left to argue with the cook alone.

4. Resolution

Order problem (missing, wrong, poor quality): refund or credit per our refund policy.
Cook at fault repeatedly: a warning, then suspension if it continues.
Customer abuse or fraud: account action on the customer side.

5. Safety escalation

Verified food-safety complaints are escalated to the cook's county environmental health department, and the cook's listings are paused while we look into it. For Los Angeles County you can also report directly: 888-700-9995.

Tracking patterns

Every complaint is logged. A single bad night happens to anyone, but repeated verified complaints against a cook lead to suspension or removal from Silo.