Quickmart Supermarket has apologised following a viral video showing a confrontation between a branch manager and a female customer at its Buruburu outlet, an incident that has triggered public outrage and debate over customer treatment in Kenyan retail stores.
In an official statement released on Tuesday, the retailer said it was “fully aware of the matter” and was taking it “very seriously.”
“We deeply regret the distress this incident has caused and we sincerely apologize to the affected customer and to everyone who feels let down by this experience,” Quickmart said, adding that the staff involved had been suspended pending a thorough investigation in collaboration with relevant authorities.
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The retail stressed that its brand values are rooted in respect, kindness, and integrity, and that it does not condone any behaviour that undermines these principles.
It further noted that it had personally reached out to the affected customer with an apology, reassurance, and support.
Quickmart also reaffirmed its commitment to ensuring all customers feel safe and respected in its stores, highlighting ongoing training and seminars aimed at upholding high standards of conduct and service.
The apology follows widespread circulation of a video recorded at Quickmart’s Buruburu branch, in which the branch manager is seen forcefully taking a mobile phone from a female customer.
According to the victims, a brother and sister, they had gone to the supermarket to purchase milk and headed to the milk ATM section.
After waiting without being attended to, they assumed the dispenser was self-service, paid for two litres of milk, received a receipt, and began to leave.
However, they were stopped at the exit by a staff member who questioned why they had operated the dispenser themselves.
The matter escalated to the branch manager, who allegedly assaulted the woman, seized her phone, and deleted a video she had recorded of the confrontation. When her brother stepped in to defend her, he too was reportedly assaulted.
The situation intensified when the manager allegedly called the siblings’ father, accusing them of stealing 57 litres of milk and demanding payment or threatening to hand them over to the police.
The father refused to pay and instead reported the matter to the police after being told to leave the premises.
The video, recovered after being deleted, was later shared online, sparking a public backlash. The siblings also released a video statement detailing the ordeal, further increasing pressure on Quickmart to respond.
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