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A customer who was missing bubble tea in his dinner order, his happiness further diminished when he found a worm wriggling in his salad.
Stomper Xin Yi ordered two ready-made meals at Collin’s Westgate store through GrabFood on July 31 at 5.14pm.
The food was supposed to come with bubble tea, which was missing from your order when it arrived. He has since received a refund for the missing drinks.
However, Xin Yi also found a worm wriggling in the salad on her food.
Xin Yi, who told Stomp about her experience, sent a video of the worm and screenshots of her conversation with Collin.
“I asked Collin why they were collaborating with Gong Cha at the time,” Xin Yi said. “But when the order came, there were no Gong Cha drinks at all.
“The portion of the chicken cutlet that I ordered was also cut in half.
“What’s worse is that there was a worm in the salad.
“I’m not sure about everyone else except my family and I definitely can’t keep eating after seeing a live worm in our food.
“I told Collin’s about this and they said the worm came from the vendor’s bag of salad.
Stomper also said she was disappointed in the way the matter was handled when she informed Collin about the incident.
Xin Yi added, “I am disappointed that we spent money on food to find happiness, but in the end, we had to throw away the food and cook instant noodles instead.
“After this incident, Collin offered me a $ 50 voucher, but I declined.”
In response to an inquiry from Stomp, a Collin’s spokesperson said they have been in contact with the customer since she contacted them on July 31 with her concerns.
“Our management takes a very serious stance on such lapses in a customer’s dining experience,” the spokesperson said in a statement.
“We apologize for the disappointment and inconvenience the customer faced and have addressed their concerns through our correspondence since July 31.
“As the customer was told on August 4 after our internal investigation, the worm found in his salad had originated in a bag of mixed bag obtained from the supplier.
“While our culinary team has done everything possible to consistently ensure that food safety is at the highest level, our administration has reinforced the directive for our team’s continued compliance.
“At the same time, we have also strengthened food safety compliance with our supplier, which is HACCP (Hazard Analysis and Critical Control Point) certified and FSSC (Food Safety System Certification) certified.
Collin’s spokesperson also said that they have been following up on customer concerns as quickly as possible.
“As our delivery partner GrabFood took some time to process a refund, we informed the customer on Thursday morning (October 1) that they had already been issued a refund on September 8,” the spokesperson added.
“To show our appreciation for this customer’s support of our restaurant and his patience as we worked to resolve this incident, we have issued him a $ 50 dinner voucher to welcome him to Collin’s.
“We hope that the previous steps taken to address customer concerns have demonstrated our company’s uncompromising standards for food safety and dining experience and our sincerity in solving these issues to regain the trust of our customers.
“While it is regrettable that this incident occurred, this customer’s feedback further assisted us in our goal of continually improving our culinary and service standards.”
See the full conversation between Xin Yi and Collin in the gallery.
