In a complaint shared online by Stephen Mutoro, the Consumers Federation of Kenya (COFEK) secretary general, a customer has accused staff at Quickmart, Thome branch, of public humiliation, poor handling of a security alert, and alleged profiling.
The Consumers Federation of Kenya (COFEK) secretary general has publicly criticised the incident, questioning the respective management.
He openly questioned if the Quickmart supermarket staff had planned the incident, and if at all they had emotional intelligence, having to laugh at a customer over their own mistaken identity.
“Did Thome Branch set him up? Do your staff have emotional intelligence? Why laugh at a customer over your own mistaken identity?” He questioned.
Quickmart’s customer narrates her experience
In the customer’s narration, he had gone for his routine shopping, which had eventually turned into a distressful and humiliating experience.
“I walked in to buy my kids chocolate and ice cream. On my way out, the alarm went off, and security quickly grabbed my stuff and rescanned it,” the customer said.
Despite being told by security that everything was fine and they could leave, the customer demanded to know why the alarm had been triggered and why no one had communicated the issue.
“I could read all the guys were laughing at my experience,” he narrated.
The customer then approached a staff member named Frida to inquire why everyone appeared amused at the situation, noting that Frida remained “blank” and failed to offer any apology.
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When the customer asked to speak to a supervisor, they were told there was none on duty.
However, after checking their receipt, the customer identified a supervisor named Maureen who seemed to be shocked about the news but offered no solution.
“Maureen was shocked by the story, but surprisingly, she started to laugh,” the customer said
“She sent an apology via WhatsApp, which I found insincere because it only came after I called her.” He further narrated.
Quickmart showed negligence regarding the customer’s concerns
The customer raised concern that such incidents could go undocumented if not reported, warning that customers get messed up and no one cares or bothers to give them an audience.
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Expressing distress and frustration, the customer said that, as much as his concerns may be on the smaller side, profiling is a legal crime in the court of law.
“My concern may be on the smaller side, but profiling is a legal crime and can be pursued in a court of law.”
The customer concluded by demanding a full refund and a formal apology, stating they now feel “insulted, devalued, profiled and will not be coming back.”
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