S'pore woman receives refund after finding cockroach in food delivery order from Bukit Batok coffee shop

Not the kind of extra ingredient you would ask for.

Karen Lui | June 09, 2021, 04:43 PM

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A woman in Singapore has taken to Facebook to share her discovery of a cockroach in her food delivery item.

QiQi Toh made herself heard via the Complaint Singapore Facebook group on June 7.

She had made a delivery order on the same day past 8pm via GrabFood.

Toh ordered two dishes — shredded ginger pork rice and spring onion and ginger venison rice — from Kimly Seafood, located at 371 Bukit Batok Street 31.

Screenshot by QiQi Toh.

The discovery

Thankfully, the customer did not eat her food immediately after receiving her order.

Speaking to Mothership, Toh said she was picking the ginger and onion pieces out when she found the cockroach nestled beneath them.

Photo by QiQi Toh.

According to Toh, the incident left her so scared and disgusted that she did not eat anything that night.

She added that she did not make another food delivery order to replace the tainted food, as she had lost her appetite by then.

Photo by QiQi Toh.

Full refund processed

At 10:01pm on June 7, Toh added in a comment to her original post that she had already emailed Grab's support centre and called them, but was told to wait for them to get back to her as soon as possible.

When someone commented on her post with the suggestion to report to Singapore Food Agency (SFA) and ask for a full refund from Grab, Toh replied "Yes, all done, thanks".

In response to Mothership's queries, Toh confirmed that Grab has processed a full refund for her.

Photo by QiQi Toh.

Kimly's statement

In response to Mothership's queries, a representative from Kimly Group said they "immediately reached out to the outlet in question" upon being notified of the incident.

Besides deep-cleaning process and hygiene checks, the team has also been told to step up their hygiene checks and food handling preparations, the statement added.

In addition, the pest control agency has been notified to "increase their frequency and to step up on their pest mitigation effectiveness."

The spokesperson said that they are ready the assist the customers should she require it.

Investigations into the incident are ongoing.

Top images by QiQi Toh.