Quickmart Manager Accused of Violently Assaulting Siblings Over Alleged Theft of 57 Litres of Milk
Buruburu Branch Scandal Sparks Outrage as Quickmart Issues Apology
Nairobi, Kenya – August 8, 2025 – A disturbing incident at Quickmart’s Buruburu branch has gone viral, with a customer accusing the store manager of physically assaulting her and her younger brother over an alleged theft of 57 litres of milk. The victim, Shishi Lengai, took to social media to share her harrowing experience, sparking widespread condemnation and forcing Quickmart to issue an official response.
In an emotional post on X (formerly Twitter), Shishi Lengai recounted the traumatic ordeal:
“Simon Kimari, manager at Buruburu Quickmart branch, did this to me 😡😠😠 …….just because I didn’t know at the ATM machine it’s not self-service…..ulituchapa kama mbwa mimi na my small brother ………yet makosa ni yenu—how would we know it’s not self-service yet hakukuwa na attendant? We didn’t serve ourselves any extra; we only took 2 litres……our container could only carry 2 litres, but you started assaulting us 😭 ruthlessly, saying that we have stolen 57 litres of your milk. Shame! Shame on you!”
The post, which included images of her injuries, quickly gained traction, with Kenyans online demanding justice and accountability from Quickmart.
Simon kimari manager buruburu quickmart branch did this to me 😡😠😠 …….just because I didn't know at the ATM machine it's not selfservice…..ulituchapa kama mmbwa mm na my small broh ………yet makosa ni yenu how would we know it's not selfservice yet akukuwa na attendant pic.twitter.com/kEWp3L84J5
We Didn't serve ourselves any extra we only took 2litres……out container could only carry 2litres but you started assaulting us 😭 ruthlessly saying that we have stolen 57litres of your milk shame! shame ! On you
Quickmart’s Official Response: “We Deeply Regret the Distress”
Facing mounting pressure, Quickmart released an official statement addressing the incident:
“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 statement emphasized the company’s commitment to customer dignity and safety:
“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 sincerely apologize to the affected customer and to everyone who feels let down by this experience.”
Manager Suspended, Investigation Underway
Quickmart confirmed that the manager involved, Simon Kimari, has been suspended pending a full investigation:
“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 company also stated that they had reached out to Shishi Lengai personally:
“We have personally reached out to the affected customer to offer our heartfelt apologies, reassurance, and support.”
Public Outrage: Calls for Boycott and Legal Action
The incident has ignited fury among Kenyans, with many calling for a boycott of Quickmart stores. Social media users have shared similar experiences of mistreatment by retail staff, raising concerns about systemic issues in customer service.
Human rights organizations have also weighed in, demanding that the manager face criminal charges for assault. Activist groups are organizing protests outside Quickmart branches, insisting on better staff training and stricter policies against violence.
Legal Implications: Can Quickmart Be Sued?
Legal experts suggest that Shishi Lengai and her brother have a strong case against Quickmart for assault, false accusation, and emotional distress. Under Kenyan law, retail employees have no right to physically detain or harm customers suspected of theft—such matters must be handled by police.
“If the allegations are true, this is a clear case of assault and unlawful detention. Quickmart could face not only a lawsuit but also regulatory penalties for failing to protect customers.”
Quickmart’s History of Customer Service Issues
This is not the first time Quickmart has faced backlash over customer treatment. In 2023, a similar incident occurred at their Thika Road branch, where a security guard was caught on camera harassing a customer over a disputed receipt.
Despite promises of improved training, this latest scandal suggests deeper problems in the company’s management culture.
What’s Next for Quickmart?
The retail chain has pledged to reinforce staff training:
“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.”
However, public trust has been severely damaged. Quickmart’s reputation now hinges on how they handle this crisis—whether they take genuine corrective action or simply issue PR statements to mitigate backlash.
Conclusion: A Wake-Up Call for Retailers
This incident serves as a stark reminder that customer abuse, especially violent confrontations, will not be tolerated in Kenya’s retail sector. Quickmart must act decisively—not just to save face, but to ensure such brutality never happens again.
For now, all eyes are on the investigation’s outcome. Will justice prevail, or will this be another case of corporate impunity?
