BANGKOK — 21 July 2026, Renowned Thai gelato brand PARAMETER has issued a public apology after a customer said she found shards of glass in her gelato, leaving her with injuries to her mouth and prompting widespread criticism on social media over the company’s food safety standards and handling of the incident.
The controversy began after the customer shared her experience in the Facebook consumer group “พวกเราคือผู้บริโภค (We Are Consumers)”, saying she bit into a hard object while eating the shop’s gelato and later discovered it was broken glass.
She said the incident left cuts to her tongue and inner cheek, causing bleeding, while some fragments were swallowed, requiring hospital treatment.
The customer stated that after reporting the incident, the shop covered her medical expenses and refunded the cost of the gelato. However, she said she was disappointed by the company’s communication and accountability, arguing that a senior executive or the owner should have contacted her personally to apologise, explain how the incident had occurred, and outline measures to prevent it from happening again.
Following widespread attention on social media, PARAMETER released the following clarification and official statement of apology to the customer, reproduced in full:
“Following the circulation on social media of reports concerning a customer who was injured by a piece of glass while using our services at PARAMETER,
PARAMETER would like to express our sincere regret and heartfelt apology to the customer for the incident. We fully recognise that what happened has affected the customer’s feelings and confidence in us, and we regard that trust as our highest priority.
As soon as we became aware of the incident, our management and staff provided the customer with every possible assistance. We advised the customer to seek medical treatment, accepted responsibility for the medical expenses incurred, and have continued to monitor the customer’s condition.
In addition, after the incident and following the publication of information on social media, our staff contacted the customer to listen to their concerns and to express our willingness to provide any further support or assistance that may still be required.
At the same time, PARAMETER has reviewed and strengthened safety measures at every stage of our operations, including the handling of glass containers, pre-service inspections, operational procedures and staff training, in order to prevent similar incidents from occurring again.
This incident has been an important lesson for us and has reinforced our determination to further improve our customer care and safety standards.
We sincerely accept all feedback and would like to thank every customer for their trust and valuable suggestions.
PARAMETER will demonstrate our responsibility through continuous improvements so that every customer can feel confident each time they visit us.”
Earlier, the customer said her intention in sharing the incident was not to attack the shop or seek compensation, but to highlight her experience and encourage food businesses to improve their production processes, quality control and response procedures to help prevent similar incidents from happening to other customers in the future.
