Accordingly, recently, a social network account named HHL (living in Ho Chi Minh City) posted an article with pictures as evidence on a culinary group with more than 2.2 million members, accusing a bun dau branch of selling maggot-infested food to customers.
According to Ms. L. in the post, she recently went to eat at a vermicelli and tofu restaurant in Binh Thanh District with a vermicelli and tofu dish for 99,000 VND and was given "extra maggot topping" on the meat. "At first, I asked, the staff said it was just oil. At first, I filmed a clip. But I had to take out my phone and zoom in on another clip for you to see clearly.
Ms. HHL accused the meat in the vermicelli and tofu dish of having maggots.
You didn’t apologize to me right away. You borrowed a tray and went to the kitchen to check. Then, the manager apologized to me and admitted the mistake, saying it could be due to the shrimp paste because you could smell the shrimp paste from that piece,” Ms. L. recounted through the post.
However, the customer also confirmed that the piece of meat had not touched the shrimp paste bowl. After seeing the strange object in the piece of meat, she used her chopsticks to move it aside to take a photo. The girl said that if she had paid close attention in the clip, she would have chewed a piece before seeing it, so she felt nauseous.
Ms. L. added that the restaurant manager apologized and invited her to have another portion of vermicelli and fried tofu. “I thank you, but I dare not. I also made it clear to the manager from the beginning that I would raise this issue to warn everyone to consider...”, the customer expressed.
The restaurant officially spoke out
Immediately after the post, on the restaurant's fanpage, Ms. Hoang Huong Giang, founder of this vermicelli and tofu restaurant, had an official response, sending a sincere and deep apology for the incident. The restaurant confirmed that at around 7 pm on July 6, on the restaurant's fanpage system, they received feedback from customer HHL about the phenomenon of a strange object (a maggot) on the surface of a piece of meat.
The restaurant said that the staff on the fanpage immediately asked for customer and branch information to have the fastest processing time. At the same time, the restaurant uploaded it to the internal system for a quick check and was reported the incident happened at the Phan Xich Long branch (Binh Thanh District).
As a famous restaurant in Ho Chi Minh City with 11 years of experience, the feedback about the incident and the restaurant's apology received great attention on social networks.
“At the time of the incident, the branch manager was present to apologize and asked for permission to check with the kitchen. After that, the manager and the head chef checked all the meat that had just been sliced and was being served at the Phan Xich Long branch.
However, after checking, we did not record any similar problems, so we would like to temporarily explain to the customer as follows: the reason for the appearance of a strange object on the boiled meat could be due to fly eggs falling from the outside or from the bowl of shrimp paste. At the same time, the manager sincerely apologized to the customer with the most open-minded spirit, asked for permission to change the dish, offer other dishes on the menu and offer the entire bill, asked for permission to have the customer's information so that the company could directly apologize, but the customer did not provide any information," the restaurant said.
The restaurant confirmed that after receiving the customer's feedback on the fanpage, the restaurant sincerely admitted its mistake and tried to ask for the customer's information so that the company could directly contact them, ask for permission to work together, find out the cause, and take care of the customer's health, but the customer did not leave any information.
Immediately after that, the customer service manager did not have the information to call the customer directly, so he contacted the customer via the fanpage to ask for permission to take care of the customer but was also not accepted. Therefore, the restaurant tried to respond by commenting on the customer's post and proactively leaving contact information. The restaurant would like to sincerely and deeply apologize to HHL customers for this bad experience.
Ms. HHL ordered the vermicelli with tofu for 99,000 VND.
“When faced with a food incident, we face it honestly, without making excuses, nor mentioning removing the post. Posting information on personal pages or the media to warn is the right and responsibility of HHL customers, as well as any customer, of consumers with public health. Those are also monitoring channels for a business like us, we appreciate and respect that very much.
What we care about most is the health of our customers, being listened to, having the opportunity to be cared for, explained, compensated, compensated, and held accountable. We also work with customers to review, re-examine, and immediately take corrective measures to prevent similar incidents from happening again. We once again apologize to our customers, HHL, and all customers," the restaurant representative shared, adding that the restaurant immediately implemented many solutions after the incident.
Before the apology post from the restaurant, account Hoang Anh Nguyen expressed: “The mistakes during the processing were unintentional. But the restaurant has always been open-minded, admitted the mistake and found a way to fix it, that’s what’s important.” “Very open-minded, these are businessmen with a heart and doing food seriously,” commented nickname Nguyen Duc Quynh.
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