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SINGAPORE: KFC apologized on Monday (Nov. 2) for an incident in which a customer found a screw in their mush.
The fried chicken chain said the incident was the result of a faulty pot lid and the negligence of an assistant manager to report the matter.
In a Facebook post on Saturday, Lili Ahmad said she had found the screw in her mush, which had been ordered from KFC through food delivery service Foodpanda.
Lili expressed her displeasure and disappointment at the post and said that KFC should take full responsibility for the incident.
KFC responded Monday to a CNA inquiry sent on Saturday, apologizing for the “unfortunate incident.” He said he would like to assure the public that food safety and hygiene is his top priority.
A comprehensive investigation has also been carried out, with KFC working closely with the Singapore Food Agency (SFA) since being informed of the incident on October 31.
“Upon receiving feedback late in the morning that day, the KFC cross-functional team immediately took action and went to the restaurant in question to conduct a thorough check of all kitchen equipment for missing screws,” said KFC .
According to KFC, the preliminary investigation carried out showed nothing unusual, but subsequently carried out a “full review of the CCTV footage of the outlet along with repeated questioning of staff.”
“The deputy director was later found to have been negligent in her actions by failing to report the matter of a defective pot lid, which ultimately led to the unfortunate incident,” KFC said.
The fried chicken chain said it adopts a no-tolerance policy for food safety and hygiene lapses, as well as dishonest behavior, adding that strict disciplinary measures were taken against the two kitchen employees and the assistant manager, who is currently under review for employment.
KFC said it has since strengthened its guidelines on equipment inspections and emphasis on integrity to prevent such incidents from happening again.
“We deeply regret the anguish caused to Ms Lili Ahmad and her family, we have reached out to offer our apologies and we are regularly checking her well-being,” he said.
