Quickmart Supermarket has come forward with a public apology after a distressing incident involving two customers at its Buruburu branch went viral on social media. The supermarket chain, which has earned a reputation for fast service and convenience, found itself at the center of a storm after a video surfaced showing two customers recounting a troubling experience at the store.
The clip, which quickly gained traction online, featured one of the customers explaining in detail how a simple milk purchase turned into a humiliating and violent encounter. The public’s reaction was swift and fierce, with many calling for accountability and demanding that Quickmart take immediate action.
In a statement released on Tuesday, Quickmart addressed the issue, acknowledging the seriousness of the situation and assuring customers that it was being handled with the urgency it deserved.
“Our foremost priority is the well-being and dignity of every customer who walks through our doors,” the statement read.
“We deeply regret the distress this incident has caused and we sincerely apologise to the affected customer and to everyone who feels let down by this experience.”
Quickmart confirmed that the staff members involved had been suspended as part of an internal investigation and that the matter had been escalated to the relevant authorities for further scrutiny. The company stressed that it does not tolerate any behavior that goes against its core values of respect, professionalism and integrity.
“At Quickmart, our brand values are founded on respect, kindness and integrity,” the statement continued.
“We do not condone any actions that undermine these principles. We are committed to ensuring that all our branches are safe, inclusive spaces for both customers and staff.”
Details of the incident, as described in the viral video, have deeply unsettled many. According to one of the affected customers, the situation unfolded when they visited the Buruburu branch to purchase milk from the store’s milk ATM. After paying for one litre of milk and receiving their receipt, they approached the dispenser to collect it.
“We stood by the milk ATM waiting for someone to assist us,” the customer said in the video.
“No one showed up, so we thought perhaps we were supposed to collect the milk ourselves. We did exactly that
just the one litre we had paid for.”
However, their exit from the store was interrupted when a staff member stopped them and demanded to see the receipt. After reviewing it, the staff member reportedly canceled the transaction and took them to another employee. They explained their situation and apologized, assuming it was a misunderstanding. They were then told to leave the milk behind, which they did.
Just as they were preparing to leave, they were called back a second time. This time, they were taken to the receiving bay where more staff members joined the conversation. The customer, sensing things were escalating, began recording the interaction. One staff member allegedly demanded that she stop recording, and when she refused, he physically attacked her. Her brother, attempting to intervene, was also allegedly assaulted.
The customer went on to claim that the staff member then called their father, who came to the store. Upon his arrival, the employee allegedly accused the siblings of stealing 57 litres of milk an accusation their father rejected outright. Instead of settling the matter in the store, he reported the incident to the police.
Quickmart, in its response, emphasized that it had reached out directly to the affected family to express sincere remorse and offer support.
“We have personally reached out to the affected customer to offer our heartfelt apologies, reassurance, and support,” the company stated.
“We are committed to fostering a safe and respectful environment for all our customers and staff”, the store further stated.
The supermarket chain also noted that it regularly provides staff training and conducts seminars to ensure that employees uphold the highest standards of customer service and ethical conduct. They pledged to learn from the incident and improve their internal processes to prevent such situations from occurring in the future.
“We thank the public for their understanding and feedback. This incident has been a learning moment for us. We will do everything possible to ensure that all Quickmart stores remain safe, welcoming and respectful spaces for every member of the community”, the statement concluded.
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