Kazo - AMK Hub

Dear Sky, Firstly, we sincerely apologise for the delayed response and for your unpleasant experience. As shown in the screenshot and auto-reply message you received, our team may not always be able to respond instantly due to the high volume of messages and operational duties. Nonetheless, please be assured that a follow-up was attended to within 24 hours. At the same time, we had already escalated and shared your concern with the respective Area Manager and our Central Kitchen team for immediate investigation. Based on the checks conducted by our Central Kitchen, there were no reported issues with the same batch of Tiramisu distributed to our other Kazo outlets. Our Area Manager also verified that all Tiramisu products sold at the outlet were properly recorded and within their stated shelf life at the point of sale. From our preliminary findings, one possible factor could have been that the chiller temperature was recorded slightly above the usual operating range. Our team has since arranged for the chiller technician to carry out immediate rectification. We would also like to assure you that food safety and hygiene remain our utmost priority, and we do not sell expired products. All products are strictly monitored through our internal processes, including goods dispatch records, storage monitoring, shelf-life tracking, and wastage controls. Nonetheless, we are very sorry for your experience and any discomfort caused. Our staff have also reached out to you directly as part of our service recovery efforts, and you may wish to check your messages. Thank you once again for bringing this matter to our attention. We genuinely appreciate your feedback as it helps us continue improving our operations and service standards.

Dear Customer, Thank you for taking the time to share your feedback with us. We’re glad to hear that you enjoyed the Hojicha and Chocolate Hazelnut tarts. However, we’re sorry to learn about your experience with the Mango Pomelo tart. Upon checking with our Central Kitchen and AMK outlet, we can confirm that the tart arrived fresh on the day of your purchase. We maintain proper records for all pastries and baked items, including preparation dates and product lifespan, to ensure quality and food safety standards are consistently met. After reviewing the matter internally, we would like to assure you that what you observed was not mould. Mango is a natural fruit that can ripen quite quickly, and when it becomes overly ripe, it may soften and show slight colour variation. As for the tart base being soggy, this can occur due to the natural moisture content of fresh fruits, which may gradually soften the crust. That said, we take food safety very seriously and truly appreciate you bringing this to our attention. Please feel free to contact us directly so we can better understand your experience and assist you further. Thank you again for your feedback and support.