FreshMenu Responds to Viral Video of Alleged Unsanitary Conditions at Mumbai Kitchen

Mumbai, 30th January 2025: FreshMenu, the well-known cloud kitchen chain, has responded to a viral video alleging unsatisfactory conditions at one of its Mumbai branches.

The video, shared by a user on Instagram, raised concerns over the establishment’s hygiene after the user claimed a mix-up with their order. According to the user, they had ordered a paneer dish but received chicken instead. Curious about the situation, they decided to visit the kitchen in Kalina, Santacruz East, where they were reportedly “shocked” by the surroundings.

The video showed the cloud kitchen located in a dilapidated building, with pothole-filled, waterlogged streets surrounding it. Although the user was not permitted to film inside, they described the kitchen as unkempt and warned others to “be cautious.”

In a follow-up post, the user confronted FreshMenu staff about the mistake. A worker admitted the error, explaining that a new employee had swapped the dishes by accident.

FreshMenu quickly addressed the situation, offering an apology and assuring that corrective measures had been taken. The company stated that disciplinary action had been implemented against the responsible employees and that staff had been retrained.

“We deeply regret the incident involving the incorrect delivery of a non-vegetarian burger. Our team recognized the mistake during your visit to our kitchen and expressed our sincere apologies. Disciplinary measures have been taken, and our staff has been retrained to ensure such errors do not occur again,” the company said.

Regarding concerns over the kitchen’s environment, FreshMenu clarified that while the area may not appear pristine, it complies with all required food safety regulations.

“As for the condition of the locality, we would like to assure you that we adhere to all necessary food safety practices within our facility. While we are tenants in this location, our influence on the external environment is limited. However, we do not contribute to any negative aspects of the neighbourhood, and we maintain proper waste management practices. The water seen on the streets comes from water tankers servicing nearby businesses and residences, not sewage,” FreshMenu explained.

The company also mentioned that the lane where the kitchen operates is shared by around 25 other businesses and shops. Taking the feedback into account, they committed to collaborating with other businesses to improve the upkeep of the area.

The video sparked mixed reactions online. While some users supported FreshMenu’s response, others remained sceptical about the company’s practices.