How to Reply.

Please help me how to answer to this customer. Below are the complaint;

Dear Manager,

Yesterday at at about 1.50pm my friend and I ,who are regular patrons and Coffeebean cardholders,went for lunch at your outletn your outlet.I had ordered a latte and tuna sandwich.After being served ,as I began sipping the coffee,I felt some object in my mouth .On removing it from my mouth,I was shocked and disgusted to find out that it was a small cockroach.Rather than create a scene and take it out on your staff,,I kept my cool,My friend promptly drew the staff's attention to the problem.After apologizing,I was served with fresh cup of coffee,but the damage had been done as throughout the luncheon(which was a working lunch as my friend was consulting me on some legal matters),I could barely concentrate on the conversation..Although a day has passed,I still can't get over the sense of nausea on seeing the cockroach in my latte.

I find it inconceivable that your company with its international reputation is unable to observe basic hygienic norms.Even small local food outlets maintain better standards of hygiene than this.The problem lies not in some staff member failing to observe simple rules of cleanliness ,but the absence of a proper and regular system of health and sanitary controls and supervision.Cockroaches can only breed where such systems are absent and it is apparent have not bothered to institute such safeguards,despite the high prices you charge your customers for your products.

Anyway my object in writing this a-mail is not merely to complain but, as and advocate and solicitor, to give your company notice that I reserve all my legal rights in this matter.As a consumer advocate,I also believe in the importance taking action to project public health. As I am currently attending to some urgent matters,I can only decide in due course,what action to take..