Mom's Touch said Tuesday that legal procedures are underway regarding a customer rampage incident that occurred at one of its franchise stores in October last year.
In a statement released on the 20th, the Mom's Touch franchise headquarters said, "The in-store customer rampage incident currently being highlighted in the media occurred at our franchise store approximately six months ago, in October last year." The company added, "An investigation was conducted by police who were dispatched at the time, and related procedures are currently in progress."
The company also said it considers "the safety and protection of the rights of franchise owners and employees working on-site to be of utmost importance." The headquarters said it plans to actively support the franchise store with guidance and consulting for legal review, should the store request it.
The incident drew renewed attention after related video footage spread across various social media platforms the previous day. In the video, a female customer demanded a drink refill, and when the store refused citing its policy, she began shouting, throwing items around the counter and hurling verbal abuse at employees.
The woman even entered an employees-only area and resorted to violence, with footage capturing the moment she struck a female employee in the face. The disturbance was eventually halted by police, who were called to the scene by another customer.
The person who posted the video claimed, "The woman deliberately spilled her drink on the table and then demanded a refill, and when refused, she unilaterally resorted to violence."
An employee who said they were present at the scene also commented, "This happened in October last year, and I don't understand why it's only spreading now." The employee explained, "The customer was using informal speech and appeared angry from the moment she placed her order. After receiving the drink from a set menu, she deliberately spilled it on the table and demanded a refill."
The employee added, "When the refill was refused, she went on a rampage as shown in the video." The employee continued, "While I went to lock the door out of concern that she might flee, a female colleague was harmed, and I deeply regret not being able to prevent it."
In response, Mom's Touch said, "The franchise store in question is experiencing psychological and operational burdens as a past incident has once again become a social issue." The company reaffirmed its position to provide support with a sense of responsibility as a business partner.
