KOI Café employee fired after customer complaint

Nurul Azliah Aripin
·Nurul Azliah Aripin
A Facebook video screengrab of Gia Munaji Salamat, the customer who complained about bad service at KOI Express' Boon Lay MRT branch.
A Facebook video screengrab of Gia Munaji Salamat, the customer who complained about bad service at KOI Express' Boon Lay MRT branch.

[Updated on 27/10/2014 at 11.20 pm: KOI has dismissed the employee involved in video complaint]

Popular bubble tea franchise KOI Café has dismissed an employee after a customer's video complaint about service at one of its branches went viral.

The customer, Ms Gia Munaji Salamat, told Yahoo Singapore that she had met with two of the bubble-tea chain's managers, who presented her with flowers and a letter of apology from "Rachel", the employee in question.

"I was given the best possible response from KOI Express," said Gia.

This came after the Café issued a public apology on its Facebook page.

In a five-minute video uploaded on her Facebook page on Saturday, video blogger Gia Munaji Salamat ranted about how a staff member named Rachel at the beverage chain’s Boon Lay MRT branch cursed and called her an “ugly b***h”.

“With regards to the KOI Express incident [at] Boon Lay MRT. We already got in touch with the relevant parties and will clarify further. We are very sorry to make our valued customers feel disappointed and we believe we will do better with your kind support!” KOI Café said on Facebook.

According to her video, Gia was visiting the store with her husband at around 8:45pm to order some drinks but had not noticed a sign saying the store was already closed due to a blackout.

While making an attempt to order her drinks at the store, which normally closes at 10pm, Rachel had "shrugged" her away instead of bringing her attention to the sign. 

Unhappy with the way she was treated and having noticed that the store was still well lit, Gia and her husband returned to confront Rachel, who then responded with an expletive and called her an “ugly b***h”.

She ended the video saying, "Please guys, make this video viral. KOI Express, shame on you."

As of Monday afternoon, the video had garnered over 70,000 views.