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Days after a viral incident at its Selayang outlet sparked outrage online, Lotus’s Malaysia has issued a public apology, admitting it fell short of the standards customers expect.
In a statement today, the retailer said its internal investigation into the incident has concluded, with disciplinary action taken.
READ MORE: Lotus’s Selayang Opens Investigation After Pregnant Woman Accused Of Shoplifting — Husband Files Police Report
It also acknowledged the experience suffered by the customer and his family, saying no one should have to go through such an ordeal while shopping.
Lotus’s said it has reached out directly to the affected family and remains committed to rebuilding their trust.
Beyond disciplinary action, the supermarket chain said it has strengthened its internal guidance, procedures and staff training to help prevent similar incidents from happening again.
At the same time, the company appealed to the public to stop directing harassment and threats at its employees and their families.
While recognising the strong public interest surrounding the case, Lotus’s said everyone involved deserves privacy, dignity and respect as the matter moves forward.
The retailer added that the incident serves as a reminder of the importance of treating every customer with empathy and respect, pledging to continue improving its service and earn back customers’ confidence.
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