Famous Queenstown burger restaurant, Fergburger, has issued an apology to a Chinese customer after a racial slur appeared on their order receipt.
The customer, from China, placed an order on Sunday, and photos revealed that a server had written "ching chang" on the docket. The customer later reached out to local tour guide Roxie Fu, co-owner of Mini Tours, to express their concerns.
Fu explained that the customer was upset, as none of her friends had receipts with the offensive term. "She went with four friends, and when the staff took the order, they didn't ask for her name. She paid and received the docket, then discovered the offensive phrase 'ching chang' written on it, which is quite racist."
Fu added that the customer felt personally targeted. "At first, she wasn't sure if it was racist, but she was wondering, 'What did I do wrong?' She hadn't done anything wrong."
In response, Fergburger issued a formal apology, acknowledging the incident and expressing regret. "Fergburger acknowledges and deeply regrets the inappropriate and insensitive labelling on a customer order. We extend our sincere apologies to the affected customer and to anyone else who may have been hurt or offended."
The restaurant reaffirmed its commitment to creating a respectful and welcoming environment for all customers, stating that the incident did not reflect their values. An internal investigation was immediately launched to understand how the incident occurred and ensure accountability.
Fergburger, known for its long queues and popularity since its opening in 2001, also mentioned that they had reached out to the customer and invited them to contact the general manager directly if they wished to discuss the matter further. They clarified that the person identified on the receipt was not the one responsible for the incident.
Additionally, the restaurant is taking steps to address the situation with the employee involved and is implementing cultural sensitivity and inclusivity training for all staff. They also plan to review internal policies to strengthen their commitment to respectful and inclusive practices.
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