Quickmart apologises after uproar over Buruburu branch assault incident

Quickmart Supermarket has broken its silence following a viral incident at its Buruburu branch involving the mistreatment of two customers, confirming that it has suspended the staff involved and launched a formal investigation in collaboration with the relevant authorities.

In a statement released on Tuesday, August 5, 2025, the retail chain addressed growing public outrage over a widely circulated video in which two young customers were harassed by branch staff after using the in-store milk dispenser, commonly referred to as a “milk ATM”. 

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According to a video shared online, the siblings narrated that despite presenting proof of payment, they were accused of stealing approximately 57 litres of milk and later escorted to a nearby police station.

Quickmart acknowledged the incident and expressed regret over the distress caused, saying it was 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 apologise to the affected customer and to everyone who feels let down by this experience,” the statement read. 

The company confirmed that it had already taken action by suspending the staff members implicated in the incident and promised to ensure accountability through a transparent review process.

“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,” the supermarket said.

Quickmart also took the opportunity to reiterate its core values of respect, kindness, and integrity, noting that it does not condone any behaviour that undermines these principles.

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

To address public concern and restore trust, the company noted that it regularly trains its staff on ethical conduct and customer service standards. It added that this particular incident had prompted it to further reinforce those measures.

“We regularly conduct training and seminars to uphold the highest standards of conduct and service,” Quickmart stated.

The supermarket chain also confirmed that it had reached out directly to the affected customer to offer support and extend a personal apology.

“We have personally reached out to the affected customer to offer our heartfelt apologies, reassurance and support. We want everyone to know that their safety, dignity, and respect are at the core of everything we do at Quickmart.”