Quickmart Responds after Customers Were Allegedly Beaten by Branch Manager
- Quickmart Supermarket has addressed allegations that two young customers were assaulted by staff at its Buruburu branch
- Quickmart confirmed it is aware of the incident and expressed deep regret for the distress caused to the affected customers
- A Quickmart representative confirmed to TUKO.co.ke that the company is in the process of reviewing CCTV footages to verify what happened during the incident
- Speaking exclusively to TUKO.co.ke, consumer policy analyst David Okoth warned that suspensions alone won’t rebuild trust or ensure accountability
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Elijah Ntongai, an editor at TUKO.co.ke, has over four years of financial, business, and technology research and reporting experience, providing insights into Kenyan, African, and global trends.
Quickmart Supermarket has issued a statement addressing concerns that two young customers were assaulted by the Buruburu branch staff.
Source: UGC
In a video circulating online, a young woman and her brother said they went to buy milk and, after serving themselves at the milk ATM within the Quickmart Supermarket branch in Buruburu.
Despite having a receipt, the customer said one of the staff at the branch accused them of stealing and took them to the manager.
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Reportedly the manager accused them of stealing 57 litres of milk. They said they were beaten before they were taken to the police station later.
What did Quickmart say?
In response, Quickmart said it was fully aware of the incident and was treating the matter with utmost seriousness.
"Quickmart wishes to acknowledge the recent incident circulating on social media concerning a customer at our Buruburu branch. We want to assure our valued customers and the public that we are fully aware of the matter and are taking it very seriously," Quickmart said.
The retailer expressed deep regret over the distress caused to the affected customers and apologised to them and the public.
“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,” the statement read.
Speaking exclusively to TUKO.co.ke, consumer policy analyst David Okoth, noted that such incidents can erode public trust if not handled transparently and decisively. Okoth explained that while suspending staff is a necessary initial step, it is not sufficient to restore customer confidence or deliver justice.
“Quickmart must go beyond temporary suspensions and demonstrate accountability through transparent investigations, full disclosure of findings, and appropriate redress for the victims. In today’s digital age, how a brand responds to a crisis defines its integrity more than the crisis itself,” Okoth told TUKO.co.ke.
Is Quickmart investigating Buruburu incident?
Quickmart confirmed that the staff involved had been suspended pending a thorough investigation in collaboration with relevant authorities.
"As soon as we became aware of the situation, we took immediate action by placing the staff involved on suspension while conducting a thorough investigation in collaboration with the relevant authorities. We are committed to fostering a safe and respectful environment for all our customers and staff," the company said.
A representative from the retail giant confirmed to TUKO.co.ke that the company is in the process of reviewing the CCTV footage and collecting independent witness statements to verify what happened during the incident.
Quickmart added that it had personally reached out to the affected customer to offer apologies, reassurance, and support.
The supermarket emphasised that its brand values are rooted in respect, kindness, and integrity, and that it does not condone behaviour that violates these principles.
It also noted that measures such as regular training and seminars are in place to ensure high standards of conduct and service
How did Kenyans react?
The incident has drawn sharp reactions from Kenyans on social media.
Many social media users criticised the retailer for suspending the implicated staff instead of firing them.
Some demanded compensation for the affected customers, arguing that Quickmart must take responsibility for the incident, and others called for a transparent investigation, prosecution of the manager, and stronger measures to ensure customer safety.
A section of customers shared previous negative experiences at the branch, citing poor customer service and mistreatment by staff.
Source: TUKO.co.ke
