May 15 — An explanation and apology
As some of you may have heard, NEA released a statement regarding Grain’s hygiene today. It is clear that we disappointed our customers and we owe everyone an explanation. We take full responsibility for the incident.
On 15 May 2017, we made a mistake.
We reduced the usual simmering time for our Thai Green Curry — this was done to avoid the coconut milk from splitting and making the dish too oily, a regular customer feedback. This resulted in the dish spoiling quicker than usual.
Unfortunately, by the time a customer pointed out that the green curry tasted “funny”, a number of our customers had already consumed this dish. We immediately removed this dish to avoid further consumption.
Over the course of that week, our customer recovery team worked closely with the affected customers, taking full ownership of what went wrong and provided compensation. We followed up with customers in-person until we were confident that all concerns had been heard. We worked closely with the authorities from NEA (National Environment Agency), MOH (Ministry of Health), AVA (Agri-Food and Veterinary Authority of Singapore) that visited our kitchen, highlighting hygiene and pest control lapses that we have since rectified.
On top of the standard FSMS (Food Safety Management System) and HACCP (Hazard Analysis and Critical Control Point) measures, we updated our processes with monthly lab tests of food samples, water and air quality.
Other heightened measures were also taken, including a 4-week program (and now ongoing) flush-out pest control service.
We hate it when we disappoint our customers and we are sorry. We hope this doesn’t stop us from achieving our mission to make great food accessible for everyone.
Reach out to me at email@example.com if you have any questions.
— Sung, CEO