AEON Vietnam apologizes after woman alleges she was wrongly accused of shoplifting at Hanoi mall

In a statement released on Monday, the company acknowledged shortcomings and expressed its sincere apologies to the customer and her family for the inconvenience and distress caused by what it described as an unexpected incident on the evening of June 7.

“With a strong commitment to transparency and customer interests, we are making every effort to work with the customer and deliver a direct apology to her and her family,” AEON Vietnam said.

The retailer also apologized to all customers and the wider community for the negative experience and concerns arising from the incident, particularly regarding complaints about the attitude and conduct of its employees.

AEON said it had taken the feedback seriously and acknowledged that certain actions or communication methods may have caused the customer to feel disrespected or dissatisfied during her visit and shopping experience at the mall.

The company added that it had promptly launched an internal review and was continuing to cooperate with relevant authorities to verify the details of the case.

Meanwhile, a leader of the Long Bien Ward People's Committee said local authorities were continuing to work with all parties involved to clarify the incident. Any violations found would be handled in accordance with the law.

According to N., the woman involved, the incident occurred at around 9:45 pm on June 7.

She was heading toward the mall entrance with her two young children to book a taxi when she was suddenly approached and stopped by two men near the motorcycle parking area.

N. said the two men accused her of stealing merchandise.

She claimed that neither of them was wearing a uniform or identification badge at the time. One was wearing a face mask, while the other had glasses on.

Although she insisted that all purchased items had been paid for and offered to have them checked on the spot along with the receipts, one of the men allegedly suggested calling a car to take her and her children to the ward police station, causing the kids to become frightened.

According to N., it was only after she raised her voice and attracted the attention of bystanders that one of the men put on an identification card and identified himself as a security employee.

Her shopping bags were later inspected and compared with the receipts at the scene.

N. said no unaccounted-for items were found. The men then returned the bags and left.

The woman said the incident had affected her dignity and upset her children, as she was suspected of theft, allegedly pushed, and asked to get into a vehicle before any inspection was carried out.

She demanded that the relevant parties review surveillance footage, clarify the circumstances of the incident, and offer an appropriate apology.