How did Food Republic handle customer complaint about rats?

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Food Republic's Handling of Rat Complaint Involved Apology and Internal Discussion

Food Republic Malaysia apologised to a customer, identified as 'SarahShimmers' on Instagram, following a viral video of rats in one of their food court stalls. While the company publicly apologised for the pest issue and announced immediate remedial actions, internal communications among management allegedly included derogatory remarks about the customer and discussions about pressuring her to remove her social media posts.
Customer Complaint and Initial Response

The incident began when Instagram user 'SarahShimmers' posted a video showing rats scurrying around a food stall within a KL mall's Food Republic outlet. She reported that staff laughed when she alerted them. Following the virality of her posts, Food Republic Malaysia contacted Sarah directly to offer an apology for the incident.
Alleged Internal Management Communications

Further complicating the situation, Sarah was reportedly made aware of a group chat among management personnel concerning the incident. Screenshots circulating alleged that individuals within this chat referred to Sarah using derogatory terms and discussed strategies to have her delete her Instagram posts highlighting the issue. Sarah expressed her disappointment, stating that while an apology was given, the company could have managed the situation more professionally and ethically.
Public Apology and Remedial Actions

In response to the public outcry, Food Republic Malaysia issued a statement on Facebook acknowledging their pest problem. They announced immediate steps taken to address the issue, including the temporary closure of the Teppanyaki stall for deep cleaning and pest eradication. The company also assured customers that hygiene standards remain a top priority, with thorough cleaning being conducted throughout the outlet.

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How did Food Republic handle customer complaint about rats?

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