FreshMenu Responds After Viral Video Raises Hygiene Concerns

FreshMenu Responds After Viral Video Raises Hygiene Concerns

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Mumbai, India — Cloud kitchen chain FreshMenu has responded after a viral video raised concerns about the cleanliness of one of its kitchens in Kalina, Santacruz East.

An Instagram user shared the video after receiving the wrong order—a chicken dish instead of a paneer item. The user then visited the kitchen and was shocked by its condition. While they weren’t allowed to film inside, they described it as unhygienic and warned others to be cautious. The video also showed the surrounding streets with potholes and waterlogging.

In a follow-up video, the user confronted FreshMenu staff about the order mistake. An employee admitted the error, explaining that a new worker had swapped the orders by mistake.

FreshMenu later apologized, stating that they had taken disciplinary action and retrained their staff. “We sincerely regret delivering a non-vegetarian burger to you. Our team acknowledged the mistake and expressed our regret when you visited. Please know that we are taking this matter very seriously,” the company said.

Regarding hygiene concerns, FreshMenu clarified that while the kitchen may not look perfect, it follows all food safety rules. They also explained that the waterlogging seen in the video was caused by a water tanker, not sewage, and that proper waste management is followed. The company pointed out that the lane is shared by 25 other businesses.

FreshMenu assured customers that they are working to improve the area’s upkeep along with neighboring businesses. “We value your feedback and are committed to providing a better experience,” they added.

The incident has sparked debate online. While some people support FreshMenu’s response, others remain concerned about hygiene. Some Instagram users suggested that platforms like Zomato should show both interior and exterior photos of restaurants to help customers make informed choices.

This isn’t the first time FreshMenu has faced complaints. Last year, a Reddit post went viral after a customer allegedly found a cockroach in their sandwich.

As discussions continue, FreshMenu has promised to improve its kitchen standards and the surrounding environment.