Lotus’s Malaysia has asked the public to show empathy towards its employees and avoid online harassment after a viral incident involving a pregnant shopper accused of shoplifting at its Selayang outlet.
The statement, which came after the supermarket chain completed its internal investigation, said disciplinary action had been taken against the staff involved. However, part of the statement drawing attention was Lotus’s appeal for people to respect the privacy, wellbeing and dignity of its employees and their families following reports of online harassment and threats.
“We are saddened by reports of online harassment and threats directed to our employees and their immediate families throughout this incident,” Lotus’s said. The company urged all parties to allow the matter to move forward with “understanding and compassion”.
Lotus’s apologises and takes action
Lotus’s said its investigation found that the way the incident was handled did not meet the service standards expected by the company and its customers.
It apologised to the woman, her husband and their family, saying no customer should have to go through such an experience while shopping.
“We have contacted the family directly and remain committed to regaining their trust,” it said. The retailer added that it had strengthened its guidelines, procedures and staff training to prevent similar incidents from happening again.
Husband questions Lotus’s response
The woman’s husband, Fareez, later responded to Lotus’s statement on Threads, saying he was disappointed with the response.
He questioned why the statement appeared to focus more on protecting employees from public criticism rather than explaining how the incident was allowed to happen.
“After everything my wife and I went through, this is all you have to say?” he wrote.
He added that while Lotus’s mentioned protecting its employees from harassment, the experience had left his wife feeling humiliated after being accused without evidence. The incident previously went viral after Fareez claimed his 38-week pregnant wife was stopped after paying for groceries and accused of hiding stolen items in her baby bump.
He said staff asked for her maternity health booklet and requested that she prove she was pregnant, before making the couple wait near the cashier area for about 20 minutes.
Lotus’s has since confirmed that disciplinary action was taken and said it remains committed to improving its service standards.
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