Woman finds hair in Royce' chocolate bought as Valentine's Day gift, upset by refund process
Finding a strand of hair in food is enough to ruin anyone's appetite -- especially when it's meant to be a gift for a loved one.
That was what happened to a Stomper who said she discovered a strand of hair stuck in a Royce' Fruit Bar Chocolate she had purchased as a Valentine's Day present for her daughter.
Describing the incident as 'unhygienic', she shared with Stomp that she bought the chocolate from a Royce' outlet at Guoco Tower in Tanjong Pagar on Feb 14.
"It was meant to be a gift," she said.
"Lucky thing is my daughter has good eyesight."
However, she was more upset by how the situation was handled by the store.
"The service was bad," she said. "They expected me to return the box first before getting a refund.
"I went down to collect my refund and they wanted me to sign an indemnity form. I refused. It's just $13.50.
"They wasted my time and showed no sincerity.
"I also rejected their voucher because they wanted the box and I won't patronise them anymore."
In response to a Stomp query, Royce' Singapore said it took every claim, feedback and complaint seriously and that this case was no different.
"We have taken the necessary steps to ensure the matter was addressed thoroughly," a Royce' spokesperson said.
"The customer suggested a compensation for the incident.
"We offered the customer a full refund and gift voucher to express our sincerity wholeheartedly.
"We then sought her thoughts and opinion about our offer.
"The customer opted for a full refund of her purchase and chose to collect the amount from our store, at her convenience.
"We sincerely value every individual customer and we strive to meet their expectations, under any circumstances."
