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The owner of a trendy restaurant in Vancouver says he is “deeply sorry” after a customer claimed to have found a rat in a soup bowl.

A video was posted to Instagram Thursday, alleging someone had found the creature in a bowl of soup at Crab Park Chowdery, a rustic-style cafe in Gastown that serves clam chowder and soup in sourdough bread bowls.

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Photo by Instagram

The establishment’s owner Ashton Phillips, who opened the popular restaurant two years ago, was in shock and disbelief Friday. He said they have very strict food safety measures and he just can’t understand how it got in the soup.

“We are doing everything we can to figure out what happened,” said a very emotional Phillips.

He said two young women were dining at around 3 p.m. Thursday when they alleged they found a rat or a mouse in the soup to a restaurant employee.

Following the social media post, multiple negative reviews began appearing on sites like Yelp, something Phillips says has “absolutely devastated” his staff.