OLDTOWN Cracks Down Roti Kaya Conspiracy To Regain Customer Trust And Quality Control
OLDTOWN has taken the complaint seriously and addressed it through various measures.
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A recent complaint about the Kaya Butter Toast served at OLDTOWN White Coffee has gone viral on social media, prompting the company to investigate and respond.
The complaint, posted on Facebook by a customer named Chen, alleged that the butter used in the toast was inconsistent and had a strange taste.
Chen claimed to have ordered the same item multiple times at different outlets but encountered the same problem each time.
When contacted by SAYS, a spokesperson for OLDTOWN said that Chen’s replacement order should have met his satisfaction but that the customer did not provide any feedback on the replacement.
The spokesperson also noted that Chen did not inform OLDTOWN directly about the issue.
F&B Industry Driven by People, Says OLDTOWN
In response to the viral post, OLDTOWN conducted an undercover survey of the Kaya Butter Toast at several outlets.
The company randomly sent out mystery shoppers to evaluate the product but found no major discrepancies.
The spokesperson explained that OLDTOWN’s butter had been hand-cut according to their standard operating procedures since they started in 2005, which may result in slight variations.
The company has used SCS butter, Singapore’s premium quality butter brand, since 2005.
OLDTOWN added it had re-trained the outlet in question and reminded the entire chain to be vigilant in observing their SOPs.
The menu item has also been OLDTOWN’s top-selling product for 18 years.
OLDTOWN pointed out that people operate F&Bs, and they sometimes make errors.
Some netizens have taken to trolling OLDTOWN’s Facebook page with photos of the Kaya Butter Toast.
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