Lotus's apologises, disciplines staff after false shoplifting claim

 

Lotus's Malaysia said it was reinforcing its guidelines, procedures, and training to ensure all staff adhere to established service standards and prevent similar incidents from recurring. FILE PIC

KUALA LUMPUR: Lotus's Malaysia has taken disciplinary action against its staff following an incident where a pregnant woman was falsely accused of shoplifting at its Selayang outlet in Selangor recently.

In a statement, the hypermarket operator said the action was taken after it completed an internal investigation into the incident, which had gone viral on social media.

"We found that the way the incident was handled did not meet the standard of service and treatment that customers expect from Lotus's, nor the standards we set for ourselves.

"To the customer, his wife, and their family, we sincerely apologise for what happened. No customer should have to go through such an experience while shopping with us. We deeply regret what they experienced. We have contacted the family directly and remain committed to regaining their trust," it said.

Lotus's said it was reinforcing its guidelines, procedures, and training to ensure all staff adhere to established service standards and prevent similar incidents from recurring.

At the same time, the retailer expressed regret over reports of online harassment and threats directed at its employees and their immediate family members following the incident.

"We request all parties to respect the privacy, well-being, and dignity of every individual involved, and to allow this matter to move forward with mutual understanding and compassion," it said.

It added that the incident served as a reminder of the importance of treating every customer with empathy, respect, and dignity.

It was previously reported that the husband of a pregnant woman had questioned the actions of a supervisor at the hypermarket who made his wife stand for 20 minutes after accusing her of shoplifting.

The man, known as Fareez, 25, said his 23-year-old wife, who was heavily pregnant, was accused of hiding stolen items inside her clothes. - NST