Sally
Hi Breadtalk, I have never posted such a bad review, but I wish you could improve your staff's training when handling such matters. I am extremely disappointed and utterly shocked by one of your staff from Raffles City Shopping Centre (City Hall outlet). On March 3, I bought a floss bun from this outlet at 7.25pm and took a bite while doing my grocery at Jason's Marketplace. To my horror, the bun was as dry as sand and extremely hard to swallow. I could only take a bite because the bread was inedible. It had an overnight bread texture, if I may describe it as. This should not be the standard I expect from Breadtalk, as you are a well-established bakery in Singapore. I can’t imagine what one's impression would be if they bought this bun I had and tried it for the first time. Would they ever buy it again? Definitely not, and it would undoubtedly be blacklisted. As someone who has eaten your bread for decades, the bun I bought was worse than your regular MRT bakery. At 7.50pm, I walked back to the store and asked for a refund. When I told her about my matter politely, the only employee, a lady with blond highlights at the cashier, instantly turned hostile. She threw the bun I bought and my receipt into the bin behind the cashier angrily, and her tone turned hostile. From her actions, it is evident that she was annoyed by my request. Both the customer behind me and I were horrified and shocked by her actions and the attitude she displayed. Could I kindly clarify: Is it not a customer’s right to ask for a refund when the company sells a below-standard/inedible product? I am baffled by the treatment I received for merely speaking up about the product. This experience made me doubt if I would ever make another purchase from your shop. I hope no one else experiences this terrible experience I had. I would give a negative star if Google Reviews had it. I hope you speak to the relevant staff about it and ensure she receives the appropriate training.