Should Tim Hortons change the temperature of its scalding hot beverage for one injured customer? Definitely, yes. More importantly, should Tim Hortons offer an apology to the woman who received second and third degree burns from their beverage? Absolutely. Perhaps this is just one instance, but it is the food chain’s social responsibility to ensure what they are selling is safe for consumers. An apology could risk a bigger audience knowing the incident, but could redeem any risks of ruining reputation. Not acknowledging the occurrence does not obliterate the problem, especially when it can happen every time a consumer leaves with a beverage from the restaurant. It is in every stakeholder’s best interest to sell and purchase safe products; a label stating “Be careful! It’s hot!” does not equate to “This will cause a third degree burn if you sip it during time of purchase”. Tim Hortons is still liable for the product it sold after it leaves the restaurant, much like a consumer purchasing a faulty iPad. The attribution of the blame goes back to Tim Hortons and not the lady who got burned.

http://www.theglobeandmail.com/life/the-hot-button/should-tim-hortons-change-its-beverage-temperature-ways-because-of-one-scalded-customer/article14245766/