A customer has alleged finding a live cockroach inside a food package delivered from Khao San's Uttara branch, prompting an apology from the restaurant and an internal inquiry into the incident.
The allegation surfaced after Mehreen Hossain Chowdhury shared her experience in the Facebook group Bangladesh Eat.
Mehreen said she ordered Bangkok Fried Chicken and other dishes from Khao San Uttara through food delivery platform Foodi.
"We found a live cockroach skittering around in the packet," she wrote, sharing photographs of the food.
She said her initial attempts to resolve the matter through Foodi's chat support and customer service hotline were met with delays.
The incident was particularly disappointing, she said, because Khao San had previously been one of her preferred restaurants.
Her post drew comments from other social media users questioning food hygiene and delivery standards.
Mehreen later said Foodi had refunded her 150 taka and apologised for the inconvenience.
It remains unclear whether the insect entered the packaging at the restaurant or during delivery.
Contacted by Daily Waadaa, Shanto, an officer on duty at Khao San's Uttara branch, confirmed that the order had been placed through Foodi.
He said the restaurant became aware of the allegation through social media.
Shanto apologised to the customer and the public on behalf of the restaurant.
Branch Manager Jashim also acknowledged the complaint and said an internal inquiry had begun to establish how the insect could have entered the food packaging.
He told Waadaa that the restaurant's kitchen undergoes deep cleaning twice a month. Jashim apologised to customers and the public over the incident.
The restaurant has not yet disclosed the findings of its inquiry.
The cockroach allegation comes amid a separate complaint about Khao San's food quality and service.
In a Facebook post reviewed by Waadaa, a customer using the account Life Of Namira described a disappointing dining experience at the restaurant.
The customer said a food order took 50 minutes to arrive.
When the seafood fried rice was finally served, the prawns were burnt and the rice contained excessive black pepper, according to the post.
"My chest was burning after just two spoonfuls," the customer wrote.
The customer said the restaurant replaced the dish but argued that the experience was unacceptable.
"This is the second time I have faced this kind of issue this month," the post said.
"Khao San's service has really dropped. Totally pathetic service and taste."
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