Fergburger Responds To Recent Incident

Fergburger acknowledges and deeply regrets a recent incident involving inappropriate and insensitive labelling on a customer order. We extend our sincere apologies to the customer affected and to anyone else who may have been hurt or offended.

At Fergburger, we are committed to creating an environment where all customers feel welcome, respected, and valued. The behaviour displayed in this incident is completely unacceptable and does not reflect the values we uphold. It is important to clarify that this was an isolated incident and does not reflect Fergburger’s values. Our team is made up of employees from over 37 different countries, and we have always taken pride in fostering a warm and inclusive environment.

In our 24 years of operation and through the employment of 3,500 staff, we have never experienced an incident of this nature.

Upon learning of the incident, we immediately launched a thorough internal investigation to understand how this occurred and to ensure accountability. As part of our response, we are taking the following actions:

Formal Apology: The General Manager has been in direct contact with the customer from the moment we became aware of the incident. We have kept an open line of communication, providing regular updates on our internal investigation. We have expressed our gratitude for their feedback, extended a sincere apology for the distress caused, and reaffirmed our commitment to ensuring that no customer experiences a similar situation at Fergburger.

Employee Accountability: The employee involved in this incident has been dismissed for their unjustified behaviour. While this cannot undo the incident or lessen the harm caused, we remain committed to addressing the situation thoroughly. This incident has been caused by a single individual whose actions are entirely inconsistent with Ferg’s values.

Enhanced Training: To reinforce our commitment to inclusivity, we are implementing additional cultural sensitivity training for all team members to prevent similar incidents in the future.

Policy Review: We are conducting a comprehensive review of our internal policies and procedures to reinforce our commitment to respectful and inclusive practices.

We take this matter extremely seriously and are committed to ensuring that no customer experiences such behaviour again. We are grateful for the feedback that allows us to address issues promptly and improve our practices.

We sincerely apologise again to the customer involved, the wider community, and anyone affected by this incident. These actions do not represent who we are or what we stand for.

As a company we are absolutely devastated by the incident and the impact it has had on so many people. We take full responsibility for the incident that has occurred, and we are dedicated to ensuring this never happens again. Fergburger remains commitment to fostering a welcoming environment for everyone who visits us.

Finally, we wish to clarify that the staff member named on the receipt is not the employee who served the customer. We request that this detail be included in your reporting of the matter and are more than willing to have an off-the-record discussion to explain why this distinction is critically important.

© Scoop Media