KOI S’pore apologises after customer allegedly bit on yellow fingernail from bubble tea order

She forced herself to throw up to feel better.

Kayla Wong | November 9, 2019 @ 12:19 pm


Bubble tea chain KOI has apologised to a customer after she found what appeared to be a yellow fingernail in her bubble tea on Nov. 5, 2019.

She had bought the drink from the NEX outlet around 1:45pm.

Bit on fingernail while chewing on pearls

The anonymous customer told Stomp that she was chewing on some pearls from her order green milk tea when she bit on something hard.

After taking it out, she saw that it looked like a yellow fingernail.

As it looked “small and narrow”, she thought it could possibly be a pinky nail.

The customer added that the nail was “very yellow”, and wondered how it had fallen into her drink.

Got a refund and a new drink

She then called NEX’s KOI outlet at about 2:10pm to tell them about the fingernail.

The staff at KOI, who sounded “flustered” over the phone, offered her a refund and a new drink to be delivered to her office.

The customer agreed to it, saying it did not cross her mind that she did not want to have another drink from KOI.

Forced herself to throw up

Talking about her feelings regarding the fingernail, the customer said she felt “disgusted”, and that she did not want to look at it again afterwards.

“I felt very sick in my stomach and actually forced myself to vomit,” she added, explaining to Stomp that she thought throwing up would help her feel better.

KOI disappointed that incident happened despite vigilance

KOI has since released a statement in response to Stomp’s query.

A spokesperson said they are “sorry to hear of the experience” the customer had.

They also stressed that they take food safety “seriously”, adding that every outlet staff, including part timers and non-food handling roles, are sent for WSQ Food Hygiene Certifications.

In addition, monthly random spot checks on their outlets are conducted, and they “work with contractual Pest Controls for regular preventive measures” as well.

“We are disappointed that this has happened despite our vigilance, and will continue to work with all our Outlets to keep our Food Hygiene Standards at the highest possible.”

Lastly, KOI said the customer can reach them on Facebook and their website feedback form should she have “any subsequent concerns or require any further follow up” with them.

Mothership has reached out to KOI separately.

Top image adapted via Stomp

About Kayla Wong

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