Shakey's Philippines promised to reinforce training of their staff and review their systems and procedures for food preparations after a sheet of plastic was found in between one pizza they delivered.
The issue came about when journalist Julius Babao posted a video on Sunday, August 7 on his social media account calling out the restaurant chain for delivering one pizza that wasn't edible. In the video, it could be seen that there was a sheet of plastic placed between the crust of the pizza and its cheese topping.
"Kaya pala ang hirap, inii-slice ko kanina siya, parang may plastic. So noong inangat ko ngayon ['yung cheese topping], may plastic sa loob, tapos yung dough nasa ilalim. Sa ibabaw, pinatong nila 'yung cheese doon sa plastic," Babao explained in the video, which was posted on Aug. 7.
— julius babao (@juLiusbabao) August 7, 2022
The following day, Shakey's issued a statement in response to Babao's complaint, thanking him for bringing the issue to their attention. The company said that they have already reached out to him and replaced his order in accordance to their corrective procedure.
"We acknowledge that we made a mistake, and we will take this as an opportunity to learn and do better. We take feedback very seriously from all our guests," the statement read.
In their statement, Shakey's explained that the their pizza crusts are always placed with a food-grade glassine sheet that separates the crusts from one another. This is to prevent them from sticking when stacked. The fast-food chain owned up to the human error and promised to investigate the incident further.
"Unfortunately, one of our team members failed to remove the sheet prior to adding cheese and toppings. We are currently undergoing a thorough and fair investigation to understand what exactly transpired in this isolated and unique incident," Shakey's said.
"Rest assured that we take this as an opportinity to reinforce our training, systems, and procedures to prevent incidents like this from happening again, to any of our guests," they emphasized.
In his two-minute video, that currently has 498.6K views as of writing on Facebook, Babao also showed two other boxes of pizza included in their delivery order, both of which did not have a plastic sheet in between the dough and cheese.
Some netizens have reacted to the original video saying that the journalist could have dealt with the isolated incident directly with the branch of the fast-food chain they ordered from instead of calling them out on social media.