Quickmart Supermarket has apologised publicly after a disturbing incident at its Buruburu branch triggered a social media uproar, leading the retail chain to suspend staff and begin investigations.

The incident, widely circulated through a viral video, features two customers voicing their disappointment and narrating how they were mistreated during their visit to the store.

The video ignited outrage online, with many Kenyans demanding accountability and quick corrective action.

In a statement issued on Tuesday, Quickmart acknowledged the incident and assured the public that it was being addressed with the seriousness it deserves.

“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 supermarket confirmed that the staff involved had been suspended immediately after the incident came to light. It also revealed that a full investigation was underway in collaboration with the relevant authorities.

While reaffirming its commitment to respect and professionalism, Quickmart said such behaviour does not reflect its core values.

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

The company further said it had reached out directly to the affected customer to extend support and offer a personal apology.

“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,” the statement added.

Quickmart also said it regularly holds staff training sessions to ensure its employees uphold high standards of conduct and customer service.

Thanking the public for their feedback and understanding, the company promised to take lessons from the incident to prevent a recurrence.

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