Your trust matters – Here’s what happened and the steps we’ve taken.
We’d like to take a moment to speak openly about the situation that’s been shared online.
This isn’t the standard we hold ourselves to, and it’s certainly not the experience we ever want our customers to have. That’s why, from the start, we’ve tried to handle this with genuine care and empathy.
As soon as we saw the original TikTok, we reached out to Nicole, both via phone and email, to check in on her child’s wellbeing. We offered a refund for the pie, a voucher, and an invitation to visit the store again once we had completed an internal review and retraining.
When a request for compensation was made for medical bills and time off work, we followed the correct process. These types of claims are managed by our legal team and insurer, not our PR team, and require certain documentation – like a doctor’s note, which was requested five days ago. We haven’t received it yet, but we’re still here and open to resolving things fairly.
Food safety is something we never compromise on. All our stores follow strict protocols to ensure freshness and quality, especially in our hot foods department. Since this happened, the team at the store has been retrained, and we’ve reinforced all the right checks and processes. We also investigated and found no other complaints related to this product in the past year.
Our supplier has provided all the required food safety certifications (COAs), and a recent visit from the Health Inspector to both the supplier and our store found no issues.
While this seems to be an isolated case, we’ve still taken it seriously, and we’re committed to doing better.
There’s been no avoidance or bad intent here, just a desire to do what’s right and follow the correct steps. Nicole is still welcome to reach out to us to receive her refund, the voucher, and to share the required documents for her claim.
