SBUX Stock: Sangster said she felt “really embarrassed, upset and angry by it.” She called her mom, Dionne Ford, who said she was “disgusted by the incident.” Sangster told her mom, “It doesn’t matter mum, I am fat,” which Ford said was upsetting to hear.

Starbucks launched an investigation into the incident and concluded it hadn’t been written intentionally, although in a statement to Cosmopolitan UK, the company doesn’t explain how “fat” ended up on the cup. Perhaps the “f” on the cup was supposed to be a “t” — for Teigahn — though that seems like a stretch. Here’s what the full statement said:

We were concerned to learn of this as it is not indicative of the friendly service we provide in our stores. We are very sorry for the upset this has caused the family. Following our investigation, we want to reassure that our store team did not write this intentionally. It was originally crossed through and the circle is an indication that the partner [employee] did not capture the name correctly. We have contacted the family directly to explain and apologize.

The article first appeared in cosmopolitan.com