I dare to say that I am considered a nice customer but no when u cross my LIMIT!


Dear Sir/Madam,

I write this letter with regards to an exceptionally disappointing experience of receiving extremely poor customer service and food hygiene provided by the store-in-charge of Gloria Jeans Coffees (Vivo City).

My family and I visited at your Vivo City Outlet on the 13th October 2006 at about 1520 and ordered 2 slices of cakes. After I took a few mouthfuls, I saw an insect crawling on the tiramisu. Initially, I thought that it had landed on the cake from the surrounding, but after a few moments, I saw more of the same insects on the cake. It was in fact, crawling in and out of the cake. I was really terrified by the scene and started wondering if I had accidentally consume some of these insects.

I approached one of your staff (who self-proclaimed that she is the store-in-charge) and requested her to come over to have a look. However, she replied “You bring the cake over. I will exchange for you,” and continued washing her cups. I was shocked by her attitude.. I felt that that was a very irresponsible reply. Being an ex-student in Food Science and Catering Technology, I can proudly said that I definitely aware of the seriousness of this issue. This is not just about getting my item exchange. She should show more concern about this as it is concerning the company’s reputation and hygiene especially when you are in the F&B industry

I took several pictures and went over to the same personnel and told her that I will lodge a formal complaint regarding the matter. To my amaze, all she did was to say “You bring the cake over. I will exchange for you.” and continued washing her cups AGAIN! I was dumb folded!

In the F&B industry, what matters more than food hygiene? Furthermore, with the emphasis of 'Excellent Customer Service’ and the promotion of GEMS Campaign, is this the outcome that Singapore is aiming to strive for? If this is the kind of 'motto' that the staffs of Gloria Jeans Coffees stand by, I am beginning to wonder how will they affect the image of Singapore in this newly opened Vivo City, which is the centre of attraction of everyone now.

I had lodged a complaint to the Ministry of Health and I hope that with this letter, I could alert other fellow Singaporeans to be more caution with the food that they consumed outside and also to remind all personnel in the F&B industry to be more responsible with their food handling method.

- A customer who is still wondering if she had some insects in her stomach -

Pictures speak a thousand words: