Quickmart Supermarket has responded to a viral video circulating on social media, which shows two young customers alleging that a manager at the Buruburu branch assaulted them over a misunderstanding about a milk purchase. The retailer has since suspended the staff involved and launched a thorough investigation.
The incident, which has sparked widespread outrage, was recounted by the customers, who are siblings. They explained that the ordeal began when they attempted to purchase milk from the supermarket’s vending machine, unaware that the process required assistance from an attendant.
“We stood there for quite some time, and since we had never purchased milk in the supermarket before, we thought it was self-service. We poured the milk into our bottle and inserted the same amount,” one of the siblings said.
Shortly after leaving the supermarket, the two were summoned back and questioned about why they had dispensed the milk themselves.
The situation quickly escalated when the manager allegedly snatched and tore their receipt, accusing them of stealing 57 litres of milk—an amount far exceeding the 2-litre capacity of their container.
The siblings claim they were then forcefully taken to a storage unit, where they were beaten.
“Our container could carry the capacity of two litres alone. We were very confused. The manager took us to the control unit and started beating both my brother and me. When I questioned why he was beating us, he refused to respond,” the sibling explained.
The matter escalated into a police case, with the customers taken to Buruburu Police Station. They were not detained, as their father was already at the station reporting the incident.
In a statement released on Tuesday, Quickmart acknowledged the incident and expressed deep regret, assuring customers that they are taking the matter very seriously.
“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 apologize to the affected customer and to everyone who feels let down by this experience,” the statement read.
The retailer confirmed that it had taken immediate action by suspending the staff involved.
“At Quickmart, our brand values are founded on respect, kindness, and integrity. We do not condone any behavior that undermines these principles,” the statement continued.
The company added that it had personally reached out to the affected family to offer a heartfelt apology and support.
It also reiterated its commitment to maintaining a safe and respectful environment, stating that it regularly conducts training to uphold the highest standards of conduct and service.
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