KUALA LUMPUR: Popular beverage chain Chagee Malaysia has issued an apology after a viral TikTok video alleged that an employee was separating prize-containing cups, causing disappointment among customers over its 'Tear and Win' contest.
In a statement, the company expressed regret over the incident and assured the public that the behaviour depicted in the video does not align with its values.
Chagee Malaysia is also conducting a detailed investigation into the matter and pledged to take appropriate action if necessary.
"We are working closely with the store involved to review its operational procedures and ensure the highest standards are upheld," it said.
As part of its efforts to address customer concerns, Chagee Malaysia also announced enhancements to the mechanics of its 'Tear and Win' contest.
"Starting in December, physical items in cups will be replaced with QR code slips.
"Customers can scan the QR code with their mobile phones to instantly view the lucky draw results, offering a more convenient and seamless experience.
"We are grateful for the feedback received and remain committed to continuous improvement," it said.