A breakfast outing at PAUL’s One Horizon Centre outlet on Gurugram’s Golf Course Road took a disturbing turn after customer Sulabh Mathur alleged that he found a live white worm inside his partly eaten sandwich on Sunday, August 23. Mathur said he had already eaten nearly half of it before noticing the worm and recorded a video, which he shared on Instagram. The footage prompted concerns about food hygiene and drew widespread attention online.
PAUL apologised to Mathur, saying the incident was “absolutely not our standard” and that it takes food safety and cleanliness “extremely seriously”. The restaurant also said it was investigating the incident and working to ensure it was not repeated. Meanwhile, a senior official from Gurugram’s food and supplies department said no formal complaint had been received so far, although the department was examining the matter independently.
A Breakfast That Took An Alarming Turn
Mathur said he visited the PAUL outlet with friends at around 11 am and that the group ordered six to seven dishes. During the meal, they noticed what appeared to be a live white worm crawling over the meat inside the sandwich. The video he posted shows the partially eaten food and the moving worm. Mathur described the experience as “extremely disturbing and concerning” and said food hygiene appeared to have been compromised.
The restaurant subsequently contacted him and apologised, with a representative saying the outlet was investigating what happened and assuring him that food quality and guest safety remained priorities. Mathur, however, criticised the response as a standard apology and called for greater accountability.
What Happens Next?
The incident has raised questions about how food moves from preparation and storage to a customer’s plate, particularly at established restaurants where consumers expect stringent hygiene controls. However, the available reports do not establish how the worm entered the food or whether the incident reflects a wider hygiene failure at the outlet. As of August 24, there was also no confirmed report of a food safety inspection, fine, closure or other regulatory action against PAUL in connection with the incident.
The Times of India reported that a senior official from the food and supplies department said the authorities had not received a formal complaint but were examining the matter on their own. Social media users have also shared other alleged experiences involving PAUL outlets, but these claims have not been independently verified and should not be treated as established facts.
The Logical Indian’s Perspective
Food safety is not a luxury or merely a matter of brand reputation; it is a basic responsibility shared by restaurants, regulators and consumers. Customers trust food establishments to maintain strict standards at every stage, from sourcing and storing ingredients to preparing, handling and serving meals. When a customer allegedly finds a live worm in food, the concern extends beyond one unpleasant experience. It raises important questions about kitchen hygiene, quality-control systems, staff training, inspection procedures and the checks in place before a dish reaches the table.
A sincere apology is an important first step, but it cannot be the only response. Incidents involving food hygiene require a transparent and timely investigation to determine what went wrong and whether the problem was isolated or indicative of a wider lapse.
Restaurants should preserve relevant evidence, review kitchen and storage practices, inspect suppliers, retrain staff where necessary and clearly communicate the corrective measures being taken. If a violation is established, appropriate regulatory action should follow, regardless of the establishment’s reputation or market position.
Regulators, too, have a responsibility to respond proactively, particularly when an incident gains public attention. Even in the absence of a formal complaint, authorities should assess whether an inspection is warranted and ensure that food-safety rules are being followed. Consumers should also document such incidents carefully, retain bills and food samples where possible, and report them through the appropriate channels rather than relying solely on social media.
At the same time, public discussion must distinguish verified facts from unverified online claims so that legitimate accountability does not become misinformation. In this case, the available reports do not establish how the worm entered the sandwich or whether the incident reflects a broader hygiene failure at the outlet.
For PAUL, explaining what happened, cooperating with any regulatory inquiry and demonstrating the concrete steps being taken to prevent a recurrence would go further towards rebuilding trust than an apology alone. What do you think restaurants and food-safety authorities should do when such incidents are reported?
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