The owner of Banh Mi Phuong, a famous bakery in Hoi An, has issued a public apology in response to a customer’s complaint which has been circulated recently on social media about her staff’s disrespectful attitude.

The incident happened last weekend when a client from Ho Chi Minh City posted on her personal Facebook account a status titled 'Boycott Banh Mi Phuong Hoi An,' expressing her disappointment over its staff's discrimination and rip-off.

Banh Mi Phuong is a well-known bakery in Hoi An, a touristic town in Quang Nam Province, central Vietnam.

The customer recounted that she was treated unequally while waiting for her 'banh mi' order, while receiving unfriendly glares and hearing offensive words from the bakery's employees.

“I was embarrassed and frustrated when seeing people behind me, instead of me, getting the 'banh mi' first,” she complained, referring to Vietnamese short baguettes served with meats and vegetables.

“They gave me a bossy gaze with an unreasonable excuse that I bought more baguettes than the people behind me, while I had been waiting for 20 minutes for another person buying more than me."

The customer then realized that Banh Mi Phuong offered locals a loaf of bread for just VND15,000 (US$0.66) while she bought it at double the rate when the staff added more toppings without her consent or showing her any fixed-price menu.

She considered such behaviors a discriminatory attitude toward people like her who come from the southern region of Vietnam.

The post, after being published, has received more than 3,200 comments, over 1,100 shares, and upwards of 5,800 reactions.

Some reposts also attracted a lot of comments from netizens.

Upon the massive controversies over the shop’s impolite attitude, the owner Truong Thi Phuong Phuong, posted her apology on Facebook for the incident on Monday.

“I felt shocked since this was the first time in 35 years of experience that we had received such complaints,” Phuong said in her post.

“We have been putting serious effort in delivering 'banh mi' at the best quality to customers, which has gained us today’s reputation."

On the rumor about the rip-off, she explained that her bakery’s menu lists detailed prices.

Regarding the rude attitude, she believed the unpleasant incident that day might come from the staff’s carelessness in observing customers’ order in line.

“Moreover, most of my staff are local residents, the insulting words might result from miscommunication over different accents,” she claimed.

“On behalf of my employees, I would love to send an apology to the customer in question and the online community for the awkward handling," Phuong said.

"I will discipline the wrongdoers!”

She also hoped that clients would forgive the employees' unprofessional behavior and understand their constant dedication to delivering tasty 'banh mi'over the past decades.

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