Popular bubble tea franchise KOI Café posted an apology on its Singapore Facebook page Sunday after a customer’s videocomplaint about service at one of KOI Express’ branches went viral.
In a five-minute video uploaded on her Facebook page on Saturday, video blogger Gia Munaji Salamat ranted about how a staff member named Rachel at the beverage chain’s Boon Lay MRT branch cursed and called her an “ugly b***h”.
“With regards to the KOI Express incident [at] Boon Lay MRT. We already got in touch with the relevant parties and will clarify further. We are very sorry to make our valued customers feel disappointed and we believe we will do better with your kind support!” KOI Café said on Facebook.
According to her video, Gia was visiting the store with her husband at around 8:45pm to order some drinks but had not noticed a sign saying the store was already closed due to a blackout.
While making an attempt to order her drinks at the store, which normally closes at 10pm, Rachel had “shrugged” her away instead of bringing her attention to the sign.
Unhappy with the way she was treated and having noticed that the store was still well lit, Gia and her husband returned to confront Rachel, who then responded with an expletive and called her an “ugly b***h”.
She ended the video saying, “Please guys, make this video viral. KOI Express, shame on you.”
As of Monday afternoon, the video had garnered over 70,000 views.