Quickmart Supermarket has publicly apologised following a viral video showing two customers expressing frustration over their treatment at the retailer’s Buruburu branch.

The video, which quickly gained traction online, triggered widespread public outrage, with many calling for accountability and better customer service standards.

The two youths explained how they waited for service at the milk atomatic vending machine before serving themselves after paying; what followed was a series of violation and assault.

In response, Quickmart moved swiftly to contain the fallout, suspending the staff involved and initiating a full-scale investigation 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 apologise to the affected customer and to everyone who feels let down by this experience,”
read a statement released by the supermarket on Tuesday.

The company confirmed it had already contacted the affected customer directly to express regret and offer support.

“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.”

Quickmart also used the opportunity to reaffirm its corporate values, distancing itself from the behaviour captured in the video.

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

The retailer noted that it routinely trains its staff on customer service and professionalism, and would now be reviewing internal protocols to prevent similar incidents.

Thanking the public for its continued support, Quickmart pledged to take lessons from the incident and strengthen efforts to make its stores more welcoming.

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