Charlotte Loftus, 37, was queuing at the Greggs branch on Durham Road in Gateshead when she noticed an employee using a vacuum cleaner to clean the top of a coffee machine. Concerned that the vacuum might also be used on the floor, she filmed the incident on her mobile phone and later uploaded it to TikTok, where it garnered over 600,000 views, shares, and likes.
Customer's Reaction
Loftus described the scene: "I was waiting in the queue and I could see she was hoovering out the top of the coffee machine and it just looked suspiciously like a normal domestic hoover. I was concerned that it could be the same hoover they use on the floor, which would have been unhygienic." She decided not to purchase anything and walked out, questioning whether she would return to that store.
"When I saw it, I thought if that is how they're cleaning it out, really they should do it when there's no customers in - at least not when there's a massive queue," Loftus added. "Surely it wouldn't have just been me who was thinking that it was the hoover off the floor. I was actually going in for a coffee and I turned around and walked away."
Greggs' Response
A spokesperson for Greggs addressed the incident, stating: "While this isn't reflective of our usual procedures, our shops follow clear hygiene standards and the equipment shown is not used for floor cleaning." The company emphasized that the vacuum is designated solely for coffee machine maintenance.
Several individuals claiming to be Greggs employees also defended the practice online. One wrote: "Greggs worker here, we don't hoover the floors. We wish we could, it would save a lot of time - but we aren't allowed to. The hoover is literally for the coffee machines and the coffee machines alone - hope this helps." Another added: "Greggs manager here - 100% they never use the hoover for the floors. It's only for the coffee beans when they got jammed or [if] the hoppers need a hoover before they are washed. Hope that reassures you."
Ongoing Concerns
Despite these assurances, Loftus remained skeptical. "I don't think it's believable that they would have another hoover specifically for the coffee machine," she said. "I think it's anything for quickness and ease to be honest. If something's got stuck I think it's probably been the case of oh, we'll just quickly hoover that out."
The incident has sparked debate online about hygiene practices in fast-food chains, with many users expressing similar concerns. Greggs has not announced any further action regarding the specific store or employee involved.
