FamilyMart in Malaysia has taken immediate disciplinary action by suspending an employee who allegedly threw hot soup at a delivery rider, as seen in a viral video.
The popular Japanese convenience store chain has apologised for the employee’s actions and for the delay in providing an update.
“We have attended to the well-being of the delivery rider, cooperating fully with the authorities in their investigation and continued our own internal investigation and Domestic Inquiry in accordance with the applicable laws, which requires us to follow due process and the required time.
“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 in a statement on Friday.
The convenience store chain added that it would not compromise in taking the necessary action and remained committed to ensuring that its stores were safe and respectful spaces for everyone.
Staff Family Mart The Core Kota Damansara simbah kuah oden panas dekat rider grab.
Mungkin bad mood kot kena kerja masa hari raya. Tapi jangan la sampai macam ni. Dah la kuah tu panas 😅 pic.twitter.com/JSQ4M5Z8xd
— kamaghul deghaman (@kamaghul) May 27, 2026
“We have also reminded employees of their training on good customer service practices. Thank you for your patience, care and support,” it added.
A 23-second video of a female FamilyMart employee throwing hot oden soup at a delivery rider across a counter went viral on social media last week.
The incident is said to have occurred at an outlet in Kota Damansara and is believed to have been recorded by the delivery rider after what seems to be an earlier argument between them.
While the exact circumstance behind the dispute remained unclear, there was no excuse for splashing hot soup on another person, social media users said.
“The oden soup is hot – what right does the FamilyMart worker have to throw hot soup at the rider? This kind of thing should be taken to court,” one user said.
Another said: “Even if the Grab rider was involved in a verbal argument, you still cannot justify throwing something hot at him. Whatever the reason, that is already assault.”
This article was first published in The Star
Additional reporting by SCMP’s Asia desk