FAMILYMART Malaysia has apologised following a viral incident involving a delivery rider who was allegedly splashed with hot soup during a confrontation at one of its outlets, saying it has already taken steps to ensure the rider’s wellbeing is being addressed.
In a statement issued yesterday, the convenience store chain said it regretted the incident as well as the delay in providing an update on the matter, adding that it is fully cooperating with authorities as investigations continue.
The company said it has also launched an internal investigation into the circumstances surrounding the dispute, which has drawn widespread attention on social media.
“FamilyMart Malaysia reiterates that we do not tolerate any rude, unsafe or disrespectful behaviour towards anyone, including customers, staff, delivery personnel and business partners at our stores,” it 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.”
The company also stated that it has reminded its employees of proper customer service standards and training protocols in the wake of the incident.
“Thank you for your patience, care and support,” it added.
The controversy emerged after a 23-second video began circulating online on May 28, showing a heated exchange between a delivery rider and a FamilyMart employee.
According to a social media post on X purportedly from the rider, the confrontation occurred after he approached the staff member to inquire about his order, before an altercation allegedly escalated during which hot soup was thrown at him.
The exact circumstances that triggered the dispute remain unclear, and investigations are ongoing to determine the sequence of events leading to the incident. - June 6, 2026
See video here https://www.facebook.com/reel/1008668824959471
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