A video showing a Quickmart supermarket manager assaulting a young customer and her brother at the Buruburu branch has sparked national outrage, forcing the supermarket chain to issue a public apology and suspend the employee involved.
The incident, which unfolded over the weekend, was captured in a now-viral video showing the manager forcefully snatching a phone from a female customer in what has been described as an aggressive confrontation over a milk purchase.
According to the victims—siblings who had gone to purchase milk from the self-service milk ATM—the confrontation began after they paid for two litres of milk and proceeded to leave the store.
With no staff present at the dispenser, the siblings assumed it was a self-service machine. They operated it, got their receipt, and made their way toward the exit—only to be stopped by a Quickmart staff member who accused them of bypassing store procedures.
Matters escalated when the branch manager got involved. The young woman claims the manager physically grabbed her phone and deleted a video she had taken of the confrontation. When her brother intervened, he too was reportedly assaulted. The situation spiraled further when the manager allegedly contacted their father, accusing the siblings of stealing 57 litres of milk and demanding payment or police intervention.
The father refused to comply with what he later described as extortion, and instead reported the matter to the police.
In a statement issued on Tuesday, August 5, Quickmart confirmed the incident and apologized to the affected family.
“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,” the company said.
The supermarket announced that the staff involved had been immediately suspended and that a full internal investigation was underway in collaboration with relevant authorities.
“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.”
Quickmart emphasized that it does not condone misconduct, adding that the actions witnessed in the video were inconsistent with the company’s core values of respect, kindness, and integrity.
The supermarket revealed it is now taking additional measures to prevent future incidents, including enhanced staff training on customer care and ethical conduct.
“We are committed to fostering a safe and respectful environment for all our customers and staff. To this end, we regularly conduct training and seminars to uphold the highest standards of conduct and service,” the statement read.
Quickmart also stated that it had personally reached out to the affected family, offering them an apology and support.
“We want everyone to know that their safety, dignity, and respect are at the core of everything we do at Quickmart.”
The story gained traction after the siblings recovered the deleted footage and posted a video detailing their ordeal online. The footage has since triggered a wave of public condemnation, with Kenyans calling for justice and accountability.
Critics have questioned the company’s delay in responding and demanded that the manager face criminal charges.
By Tuesday afternoon, the hashtags #BoycottQuickmart and #JusticeForSiblings were trending on Kenyan social media platforms, with many users pledging to avoid the store until stronger action is taken.
Meanwhile, police have confirmed that an investigation into the incident is ongoing. Statements have been recorded from the victims, and law enforcement is expected to review the video evidence in coming days.
No arrests had been made by the time of publishing.
This incident has once again put a spotlight on consumer rights, corporate responsibility, and the treatment of customers by retail personnel in Kenya. While Quickmart’s apology and swift disciplinary action may help calm the waters, public trust remains shaken—and the pressure for meaningful accountability continues to mount.
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