A female FamilyMart Malaysia employee threw hot oden soup at a delivery rider during a confrontation at a FamilyMart outlet in Kota Damansara, officials said [1]. The 23-second video of the May 28 incident surfaced online, showing the employee throwing the hot soup at the rider [2, 1, 3, 4].
FamilyMart Malaysia issued an apology on June 5 for the incident and the delay in providing updates [1, 3, 4]. The company confirmed that the employee involved has been suspended pending investigation [2, 1]. "We do not tolerate any rude, unsafe or disrespectful behaviour towards anyone, including customers, staff, delivery personnel and business partners at our stores," the company said. "We will not compromise in taking the necessary action, and we remain committed to ensuring that our stores are safe and respectful spaces for everyone," it added [2].
The delivery rider is reported to have filmed the incident and posted it on social media, stating that he asked about his order before the employee responded rudely and threw soup at him [1, 3, 4]. The exact trigger for the dispute remains unclear as investigations by FamilyMart and authorities continue [3, 4].
FamilyMart Malaysia said it has fully cooperated with authorities and conducted its own internal review. The company has reminded its employees of customer service training to prevent future incidents [2, 1, 3, 4]. "We have also reminded employees of their training on good customer service practices. Thank you for your patience, care and support," FamilyMart added [1].
Authorities investigations are ongoing with no further updates announced as of today.
