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ZUS Coffee Apologises & Off-boards Product After Customer Bought & Ate Mouldy Cake


My Post 2022 04 12T112649.545
Source: Provided to WOB & Diviya D | Twitter

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Recently, ZUS Coffee made headlines after a customer had purchased a cake from their Palm Mall outlet in Seremban, which appeared to have mould in the centre of it.

The customer, Diviya D, took to her Twitter page to express her dissatisfaction over the incident, adding that she has Crohn’s disease, which renders her digestive system to be extremely sensitive.

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She wrote, “I’m a regular customer and today, I just lost it. Bought your Soya Cincau Cream cake and when I first ate it, it tasted really sour and I thought that was how it was supposed to taste. And halfway, I see MOULD in the cake??”

Diviya also pinpointed that she had just recovered from Covid-19 and she has Crohn’s disease, which causes inflammation of digestive tracts.

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“On top of that, my immunity is very low because I take medication for my disease. This puts me at a very high risk of food poisoning,” she shared.


ZUS Coffee has since apologised to and compensated the customer, and has recalled and off-boarded the product pending an investigation into this matter.

In a statement shared to WORLD OF BUZZ, they said, “As a local home-grown brand, nothing is more critical to ZUS than the safety and well-being of the community we serve while we strive daily to make coffee more accessible for everyone. We adhere to strict food safety and quality standards at all times and only work with reputable suppliers and vendors who do the same.”

“Thus, we are deeply sorry and regret that the Soya Cincau Cream cake incident has arisen on 8 April 2022, to a customer of ours who received and consumed a Soya Cincau Cream cake that appeared to be mouldy. Upon receiving the news, we recalled all Soya Cincau Cream cakes and off-boarded the product nationwide to prevent similar cases.”

2 Blue Cups


But, that’s not all they’re going to do. 

ZUS Coffee emphasised their concern for food safety by sharing how they’re planning on proceeding following the recalling and off-boarding of the product.

Proceedings related to food safety:

1. The affected food product was recalled and off-boarded nationwide,
2. QA team visitation to the involved outlet and launched a thorough investigation,
3. Identify potential gap that contributed to the issue,
4. Action plans provided to the on-ground team to be strictly adhered to,
5. Action plans provided to the suppliers and vendors to further improve their processes.

They have since reached a settlement with the customer by fulfilling her request for free drinks for a period of time and also by offering medical compensation for any health concerns related to the incident.

“We are grateful that the customer continues to support our brand despite her experience.”

We are deeply sorry to our dear customer and community for the disappointment caused. However, we are grateful for the continued support from our community as a local home-grown brand and we promise to always do better. We will not rest until we make our fellow Malaysians proud,” ZUS Coffee added.

What do you think about this? Let us know in the comment section.


Also read: KFC Launches Free Image Bank Full Of High Resolution Pictures For Businesses To Use!

My Post 2022 03 31T105857.310

Source: Diviya D
Source: Diviya D

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