Viral Video Exposes ‘FreshMenu’ Cloud Kitchen in Mumbai, Company Issues Response
Viral Video Exposes 'FreshMenu' Cloud Kitchen in Mumbai, Company Issues Response
Mumbai, India — FreshMenu, a prominent cloud kitchen chain, has issued a formal response after a viral video raised concerns about the cleanliness of one of its facilities in Kalina, Santacruz East. The video, shared by an Instagram user, highlights the alleged unsatisfactory conditions of the kitchen after the user claimed to have received the wrong order — a chicken dish instead of the requested paneer item.
According to the Instagram post, the user visited the cloud kitchen to investigate further, documenting the premises and expressing shock at the condition of the facility. The video shows the kitchen located in a rundown building with streets nearby affected by potholes and waterlogging. Despite not being allowed to film inside the kitchen, the user described the pantry as unsatisfactory and warned others to “be careful.”
In a follow-up video, the user confronted FreshMenu employees about the order mix-up, with one staff member acknowledging the error. The employee explained that a new worker had mistakenly swapped the orders.
In response, FreshMenu issued an apology for the incident. The company expressed regret over the mix-up, stating that disciplinary action had been taken against the employees involved, and that staff retraining had been carried out. “We sincerely apologize for the unfortunate incident of delivering a non-vegetarian burger to you. Our team recognized the error during your visit to our kitchen and expressed our regret for the mix-up at our dispatch station. Please be assured that we have taken this matter very seriously,” the company said in a statement.
Addressing concerns about the kitchen’s environment, FreshMenu explained that while the facility may not appear pristine, it complies with all food safety regulations. They further clarified that the waterlogged streets visible in the video are a result of water tanker service, not sewage, and that the company follows proper waste management practices. The company also highlighted that the lane is shared by 25 other businesses.
FreshMenu acknowledged the feedback and expressed an intention to collaborate with nearby businesses to improve the area’s overall upkeep. “We value your feedback and deeply regret any inconvenience caused. Your concerns are important to us, and we are committed to ensuring a better experience in the future,” the company added.
The incident has sparked a debate online, with some users supporting FreshMenu’s response, while others remain critical of the kitchen’s conditions. In the comments section, several Instagram users expressed concerns about hygiene, with some suggesting that platforms like Zomato should include both interior and exterior photos of restaurants. Others mentioned their practice of checking reviews and photos before ordering from unfamiliar restaurants.
This is not the first time FreshMenu has faced scrutiny. Last year, a Reddit post went viral after a customer allegedly found a cockroach in their sandwich.
As the debate continues, FreshMenu assures customers that steps have been taken to address the issue and improve both the kitchen’s operational standards and the surrounding area.
