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Quickmart apologises over incident at Buruburu branch, suspends staff

The incident, captured in a video that has since gone viral, shows two customers describing their experience

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by PERPETUA ETYANG

News05 August 2025 - 16:51
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In Summary


  •  “At Quickmart, our brand values are founded on respect, kindness, and integrity. We do not condone any behaviour that undermines these principles.”
  • Quickmart also revealed that it has reached out directly to the affected customer to express remorse and offer support.
Quickmart Buruburu / HANDOUT

Quickmart Supermarket has issued a public apology following an incident involving two customers at its Buruburu branch, which has been widely shared on social media.

The incident, captured in a video that has since gone viral, shows two customers describing their experience at the store and expressing dissatisfaction with how they were treated.

The video sparked online outrage, with many users calling for swift action.

In an official statement released on Tuesday, Quickmart assured customers that it is aware of the incident and is treating the matter with urgency.

“Our foremost priority is the well-being and dignity of every customer who walks through our doors. 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,” the statement read.

Quickmart confirmed that it had taken immediate action upon learning about the incident, including suspending the staff involved and launching a full investigation in coordination with relevant authorities.

The company emphasised its commitment to respect and professionalism.

 “At Quickmart, our brand values are founded on respect, kindness, and integrity. We do not condone any behaviour that undermines these principles.”

Quickmart also revealed that it has reached out directly to the affected customer to express remorse and offer support.

In a video, one of the customers is heard explaining that they had gone to purchase milk at the Quickmart ATM.

She said they paid for one litre of milk and were issued a receipt, after which they proceeded to collect the milk.

“We went directly to the ATM and stood there waiting for someone to help us collect the milk. No one was coming, so we assumed that maybe we were supposed to collect the milk from the ATM ourselves. We collected the milk—the exact amount we paid for,” she said.

As they were walking out, they were approached and asked to produce the receipt.

According to them, the person who took the receipt cancelled it.

They were then taken to a staff member, to whom they explained the situation and offered an apology.

She added that they were instructed to leave the milk behind, which they did.

“As we were leaving, we were called back again. We repeated the same story and were then taken to the receiving bay, where other staff members joined us. I started recording, and he warned me not to. He then started beating me. When my brother tried to help, he turned on him and beat him as well,” she stated.

She stated that after the assault, the staff member called their father, who later arrived at the supermarket.

The staff member reportedly accused them of taking 57 litres of milk, claiming the quantity had gone missing.

According to the customer, their father refused to pay for the alleged 57 litres and instead went to report the matter to the police.

The supermarket chain reiterated that its stores are meant to be inclusive spaces for all.

“We have personally reached out to the affected customer to offer our heartfelt apologies, reassurance and support. We are committed to fostering a safe and respectful environment for all our customers and staff,” the statement added.

Quickmart noted that it conducts regular training and seminars to uphold the highest standards of service and conduct.

The company thanked the public for their understanding and pledged to learn from the experience.

“We are committed to learning from this incident and ensuring that our stores remain safe, welcoming spaces for everyone,” it stated.

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