Dawn Images

A disturbing video showing a woman physically assaulting a male staff member at Bonanza Satrangi’s outlet in Centaurus Mall, Islamabad, has surfaced on social media, prompting outrage. In a statement issued on Friday, the brand has lauded its employees’ “professional” handling of the situation.

The footage shared online on Thursday shows the store in disarray — clothes pulled off racks, racks overturned — as a woman slaps, kicks, and yells at a visibly distressed employee. The staffer does not retaliate and remains calm throughout the incident. Several bystanders appear in the frame but do not attempt to intervene.

No context behind the altercation was provided in the video, nor has Bonanza Satrangi elaborated on what led to the confrontation. However, in an official statement shared on their Facebook page, the brand condemned the behaviour of the customer and commended its retail staff for their conduct under pressure.

“We commend our entire outlet team for handling the situation with remarkable composure and professionalism,” the statement read. “They managed the incident with great restraint and tact, prioritised de-escalation and resolution, and upheld our brand values of dignity, service, and mutual respect.”

The brand added that such behaviour must be “firmly discouraged” and called for more kindness and courtesy in customer interactions. It also reiterated its commitment to maintaining a safe and respectful atmosphere in its stores for both employees and shoppers.

The incident has not been formally reported to the Margalla Police Station in Islamabad, and no FIR has been registered at the time of publishing.

The video has sparked conversations online about power dynamics and customer entitlement, especially in service settings. While Bonanza Satrangi has acknowledged the event, many are questioning the lack of any accountability for the woman involved as well as the lack of action taken by bystanders.

“Is this a new trend? You see someone doing something wrong and instead of stopping them you stand there and record them?” one Instagram user asked.

Another commented, “I’ve personally witnessed it so many times — these so-called ‘elite’ ladies behaving disgracefully with employees at shopping malls. Their mindset? That being rude somehow makes them look cooler or more high-class. It’s honestly pathetic.”

“Whatever the reasons behind this, such violent behaviour isn’t acceptable,” one person added. “No one with power and money should ever be allowed to treat others in such a shameful way. Pathetic. Low-class morals.”

Many people are asking in the comment section of Bonanza Satrangi’s statement on Facebook what measures the brand has taken to ensure the safety of its employees.

“What measures have been taken by your brand to ensure the safety of your employees? And how do you provide justice to that affected boy?” a user asked. “No, the lady must have been stopped by staff members professionally,” another commented.

“Bonanza Satrangi, I came across your post earlier where you expressed solidarity in this matter. While words of support are appreciated, they alone cannot undo the humiliation this young man endured. I urge you not to stop at statements — take meaningful action. Acknowledge his professionalism publicly, reward his integrity with a well-deserved promotion, bonus, or recognition. He stood firm to uphold the reputation of your organisation — he deserves more than just words,” a user stressed.

As discussions continue, the incident highlights the need to provide retail workers with a safer working environment and to ensure customers are held accountable for their actions.