Customer Finds Mould On ZUS Coffee’s Sausage Roll, Company Apologises

ZUS Coffee apologised for letting customers down and has carried out an investigation to find the root of the food spoilage.

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A customer found mould on food served by the coffee chain ZUS Coffee while dining at the KL East Mall outlet.

The mould was on its Firecracker Chicken Sausage Roll, and the incident happened on 28 January at 2.44pm.

The customer then alerted the staff, who compensated the customer with vouchers and removed all the hot dogs from the shelf.

The customer also reminded everyone to be careful and alert about the condition of their food before consuming it.

We deeply apologise for the recent mouldy Firecracker Chicken Sausage Roll incident at KL East Mall. Investigations found that a chiller malfunction caused the contamination. ZUS Coffee has reached out to the customer to offer a full refund and medical compensation. https://t.co/wvbnEJdUAh pic.twitter.com/XrnUcHIicf
— ZUS Coffee® (@ZusCoffee) February 3, 2023

ZUS Coffee has released a statement to apologise after the matter was made known publicly on social media.

Once again, we are deeply sorry for the disappointment caused to our customer, and to the ZUS community.
ZUS Coffee

They have conducted an investigation and found that a chiller malfunction was the cause of the mould contamination despite their standard operating procedure in place.

There are multiple processes put in place to safeguard and enhance food safety to ensure the final products our customers receive are of good quality and safe to consume. Unfortunately, things can go wrong if even one small detail deviates.
ZUS Coffee

ZUS Coffee said they have reached out to the customer and are awaiting a reply. They will fully refund the food order, provide the recommendation of a medical panel, and compensation for medical treatments needed to ensure the customer’s health and safety.

ZUS Coffee reiterated its promise to improve and maintain good food standards for its customers.

Any feedback can be channelled through their official channel at support@zuscoffee.com so that ZUS Coffee can reach out and respond immediately to any future incidents.

Netizens urged ZUS Coffee to carry out checks

Since it wasn’t the first time ZUS Coffee encountered food safety and hygiene issues, customers are feeling wary.

Some advised ZUS Coffee to maintain a daily checklist to check the chillers and freezers. They said a chiller malfunction happens but is preventable with daily checks.

Others also urged the company to carry out a full check on each outlet’s standard operating procedures and maintenance to avoid similar incidents again.