26-1-2024 (SINGAPORE) In a shocking incident at a BreadTalk outlet in Plaza Singapura, a woman, who prefers to be identified as Chloe, found a stainless steel object resembling a “metal pipe” inside a Coco Cornet Puff she purchased on January 7, 2024. Chloe took to social media platform Xiaohongshu to share her unusual discovery and express her concerns about the potential harm caused by the foreign object.
Upon biting into the pastry the following day, Chloe was taken aback when she discovered the metal object concealed within the crust. Disturbed by the experience, she revealed that her teeth were nearly damaged as a result. Seeking advice from Xiaohongshu users, Chloe contemplated returning to the BreadTalk outlet to demand an explanation for the alarming find.
Chloe promptly contacted BreadTalk via their official website on January 8, the same day she made the unsettling discovery. A male employee from BreadTalk called her later that evening, requesting to retrieve the pastry for internal investigations. However, concerned that the evidence might be tampered with, Chloe declined the request, fearing that the incident would be swept under the rug.
In response, the BreadTalk employee assured Chloe that the company would conduct its own internal investigations. The employee further informed her that disciplinary action would be taken against the kitchen staff involved and that the company would enhance its food safety management. Additionally, BreadTalk offered Chloe a Thye Moh Chan Hamper, a BreadTalk Group Rewards Card loaded with S$50, and possible coverage for any dental medical bills she might incur if she sought professional help.
Expressing her dissatisfaction with BreadTalk’s response, Chloe rejected the offer, believing that the company was simply trying to resolve the matter hastily without taking her concerns as a customer seriously. She emphasized the potential danger if the foreign object had been consumed by an elderly person or a child. Chloe informed the BreadTalk employee that she intended to report the incident to the Singapore Food Agency (SFA), prompting the employee to inform his team and discuss the matter internally.
Two days later, on January 11, the BreadTalk employee contacted Chloe again, reiterating the company’s unchanging offer. Rejecting the offer once more, Chloe felt that BreadTalk failed to grasp the severity of the incident. Consequently, she lodged a report with the SFA on the same day. As of January 26, Chloe had not received any response from the agency.
A spokesperson from BreadTalk acknowledged that they became aware of the incident through Chloe’s Xiaohongshu post on January 8. The company’s customer service team promptly engaged with Chloe after she shared her feedback on their official platform. The spokesperson emphasized that BreadTalk had launched a thorough investigation in their kitchen, which led to the discovery that a stainless steel mould had inadvertently been left in the pastry. BreadTalk described this oversight as an unfortunate mistake by their kitchen team.
Taking immediate action, BreadTalk swiftly removed the affected product from all its outlets. The company is presently reviewing and updating its Standard Operating Procedures (SOPs) to incorporate additional measures that will prevent similar incidents before reintroducing the product for sale. Furthermore, BreadTalk will conduct comprehensive training sessions for all staff members to ensure strict adherence to the updated procedures. The employees directly involved in the incident have been notified and briefed regarding the necessary adjustments.
Chloe’s rejection of BreadTalk’s compensation offer, which included a Thye Moh Chan Joyous Hamper valued at S$248, a BreadTalk Group Rewards Card loaded with S$50, and potential coverage for her dental medical bills, was confirmed by the spokesperson. BreadTalk expressed deep regret for the incident and the discomfort Chloe experienced. The statement emphasized that food safety remains the company’s top priority, and they are committed to upholding rigorous standards.
The Singapore Food Agency (SFA) confirmed that it is investigating the incident and takes a serious view towards food safety practices. SFA stated that it will not hesitate to take enforcement action if there is sufficient evidence. The agency also stressed the joint responsibility of both SFA and food operators to ensure good food hygiene and preparation practices, as well as maintaining clean and well-maintained premises.
