Aeon Vietnam apologizes after shoplifting allegation sparks public backlash

Aeon Vietnam and AeonMall Vietnam have issued a public apology after a customer alleged she was wrongly accused of shoplifting at one of the retailer’s shopping malls in Hanoi, triggering widespread criticism on social media and renewed scrutiny of customer treatment and security practices at the Japanese retail giant.

In a statement released following the incident, Aeon apologized to the customer and her family for what it described as an “unwanted experience” and said it was working directly with the customer to offer a formal apology and gather feedback.

The Japanese retailer acknowledged public concerns surrounding the case, particularly criticism of the conduct and communication style of security personnel involved in the incident. Aeon said it took the complaints seriously and recognized that the interaction may have left the customer feeling disrespected and dissatisfied during her visit.

The controversy emerged after a woman identified as N posted a video on social media alleging that she was stopped by security staff at around 21:45 on Sunday while leaving the Aeon Mall Long Bien with her two children.

According to her account, two men approached her near the motorcycle parking area and asked her to accompany them to a local police station because she was suspected of shoplifting. She said the individuals neither initially wore a security uniform nor presented identification.

Despite providing purchase receipts and insisting that all items had been paid for, the woman said she was repeatedly asked to cooperate with authorities. The encounter occurred in a public area and, according to her statement, left her children distressed and in tears.

She alleged that one of the men only identified himself as a security employee after she objected and attracted the attention of bystanders.

Security personnel later inspected her belongings and compared the items with purchase receipts. According to the woman's account, no unpaid merchandise or evidence of wrongdoing was found.

The customer has since requested that surveillance footage be reviewed to clarify the sequence of events and determine whether proper procedures were followed. She has also called for a formal apology should any misconduct be confirmed.

Aeon said it launched an internal review immediately after learning of the incident and was cooperating with authorities to establish the facts.

"The findings of the investigation will serve as the basis for any corrective actions and operational improvements," the company said.

The retailer reiterated its commitment to a customer-first philosophy and pledged to strengthen employee training, operational oversight and service standards.

Local authorities have also become involved. Police in Hanoi's Long Bien ward said they had received information regarding the case and were conducting an investigation in accordance with regulations.

The incident has generated a wave of negative reactions online, with many social media users criticizing the mall's reported handling of the situation and demanding greater accountability from security personnel.

Recent posts on the mall's social media platforms have attracted large numbers of angry reactions and comments calling for a clearer explanation from management as the investigation continues.

AeonMall Vietnam was established in 2013 as a subsidiary of Japan’s Aeon Group. The company currently operates seven shopping malls in major cities including Ho Chi Minh City, Hanoi, Hai Phong, and Hue.