A young woman and her brother say they were beaten by a staff member at Quickmart’s Buruburu branch, sparking widespread public anger and prompting the supermarket chain to suspend the employees involved.
In a video that has since gone viral on X (formerly Twitter), the visibly shaken woman, identified only as Shishi, is seen recounting how a simple milk purchase turned into a traumatic ordeal. She says she unknowingly used the store’s milk dispenser without asking for staff help, unaware that the machine was not self-service.
“I had no idea I wasn’t supposed to serve myself. I even showed them my receipt,” she says in the video, standing beside her brother. “But they still beat me. Even after I apologised.”
Her brother, who tried to intervene during the incident, claims he was also assaulted by the store manager. He says they were dragged to the back loading area, forced to kneel, and physically attacked.
The incident reportedly took place last weekend but only came to light after the siblings shared their experience online. The footage quickly gained traction, fuelling outrage and a heated debate about how customers are treated in Kenyan retail outlets.
Quickmart Responds
Quickmart confirmed the incident on Tuesday in a public statement, saying it “deeply regrets” the distress caused and has since suspended the staff members involved.
“We sincerely apologise to the affected customer and anyone else who feels let down by this experience,” the statement read. “We are committed to upholding respect, kindness, and integrity in all our stores.”
The supermarket chain said it had reached out to the family to offer support and has launched an internal investigation. CCTV footage is being reviewed, and witness statements are being collected.
Quickmart also noted that employees receive regular training on handling customers with care and professionalism. It promised to take “appropriate action” once investigations are complete.
Calls for Justice and Transparency
Kenyans online were quick to express their anger, with the hashtags #JusticeForShishi and #QuickmartBuruburu trending for hours.
“This isn’t just about one incident,” said Nairobi-based human rights advocate Caroline Muthoni. “It’s about a culture where customer dignity is sometimes ignored. That has to change.”
Others defended the supermarket’s quick action to suspend the staff, saying the company was at least taking responsibility and moving fast to fix the situation.
Still, questions remain. Why did the staff escalate the issue when a receipt had been shown? Why was force used when an apology had already been offered? And will this case set a precedent for how such complaints are handled in the future?
What We Know So Far
- The incident occurred at Quickmart’s Buruburu branch in Nairobi.
- The woman says she paid for milk but served it herself, not knowing it wasn’t allowed.
- Staff accused her of “stealing” 57 litres of milk.
- She and her brother were allegedly assaulted in a store loading bay.
- Quickmart has suspended the employees involved and apologised publicly.
- A formal investigation is ongoing, with CCTV footage under review.
Police Involvement
The siblings say they reported the matter to the police after their father refused to pay for the extra milk they were accused of taking. No charges have been filed against them.
When asked for comment, Nairobi police confirmed they were aware of the report and that officers were following up on the case.
Looking Ahead
The incident has re-opened a broader conversation in Kenya about customer service, accountability, and rights in supermarkets and retail spaces.
“If this could happen in a busy Nairobi store, what about those in more remote areas?” asked social media user @MwasJames. “We need cameras, training and justice.”
As investigations continue, many are waiting to see if Quickmart will go beyond suspension and hold individuals fully accountable.
The woman at the centre of the storm has since called for peace, saying she only wants justice and better treatment for future customers.
“I don’t want revenge,” she says in the video. “I just want respect.”
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