Old Town White Coffee came a long way since its early days back in Ipoh, Perak. However, after being in the food and beverage business for so long, some people have complained about the brand’s declining quality of some of its food.
Previously, a man took to Facebook to share the pitiful portion of the meal he ordered, much to his and netizens’ disappointment. OldTown later responded to the customer’s post but that’s not the only thing they’ve done.
To recap, a man who goes by Ernie Chen posted a set of photos on his Facebook of his Kaya & Butter Toast order at an OldTown White Coffee outlet which was served with two extremely thin slices of butter and the kaya spread on only one bread.
The viral post caught the coffee brand’s attention and they responded with, “We would like to ensure that all necessary steps have been taken as we take pride in our food quality and the service that we provide to OldTown customers.” But what measures have they taken to tackle this recent issue?
According to TheRakyatPost, a spokesperson for OldTown claimed that the company conducted a Kaya & Butter Toast survey where they randomly sent out undercover shoppers to evaluate the product but found no major inconsistencies.
The representative also noted that the butter used for the product has always been hand-cut according to the company’s standard operating procedures (SOP) since 2005. Apart from reminding staff members of every outlet in Malaysia to be vigilant in observing the SOPs, the staff from the viral outlet had also been re-trained in order to regain customers’ trust in the brand’s quality.
As for the customer in the viral post, it was reported that he has not given any feedback on his replacement order. While these actions may not guarantee the results they hope for, at least it’s good to know that OldTown White Coffee is doing something to address the issue.
Sources: Facebook, TheRakyatPost
