Pizza Hut customer 'disappointed and disgusted' after cockroach discovery, SFA looking into case

A Pizza Hut customer allegedly discovered a cockroach on her pizza from the fast food chain.

To make things worse, her daughter already had a slice of the Mac 'n' Cheese Cheesy Bites pizza..

Stomper Fanny said she self-collected the pizza from Pizza Hut's Lot 1 outlet in Choa Chu Kang on Dec 29, at around 3pm. She paid $23 for the order.

She recounted: "I called the Pizza Hut outlet but other than saying sorry and asking for photos, they weren't keen in any service recovery. Hence, I'm indeed disappointed and disgusted.

"I reported the incident to the Singapore Food Agency (SFA) and was told they would investigate but till now, Pizza Hut has not replied."

In response to a Stomp query, a Pizza Hut spokesperson said: "We are aware of an incident reported by a customer on an insect that was found on a takeaway pizza from our Lot 1 outlet.

"We have investigated the matter thoroughly: the store was cleared of all pest activity during a recent routine maintenance check."

The spokesperson also said that Pizza Hut has been in contact with the customer about the situation "and have addressed her concerns".

"At Pizza Hut, we take customer satisfaction very seriously, and look into every feedback in detail," the spokesperson added.

"Our strict standards and procedures are designed to ensure that everyone has an enjoyable experience."

SFA told Stomp that it is looking into the matter.

It added: "Food safety is a joint responsibility. While SFA puts in place and enforces the regulatory measures, food operators must play their part by adhering to good food hygiene and preparation practices. Food operators should also ensure that their premises are clean and well-maintained."

Those who come across any potentially errant food operator should report to SFA via the online feedback form.

SFA said it takes a serious view towards food safety and will investigate all feedback alleging poor food safety practices, adding: "As part of the enquiry and gathering of evidence, SFA may engage the feedback provider for more details and will not hesitate to take enforcement action if sufficient evidence has been obtained."

Responding to Pizza Hut's statement, however, Fanny clarified: "They refunded me my $23 and asked me go and collect another free pizza from them. They said they could not deliver as my order with the cockroach was self-collected.

"Other than speechless, there are no other words to describe because for this disgusting rude shock, they are shutting me off with one free pizza.

"It's terrible. Is this even service recovery or is it so common to them till they think it's normal?"

View more photos in the gallery.