ZUS Coffee - Jalan Dwitasik 1, Bandar Sri Permaisuri — Restaurant in Kuala Lumpur

Today I had a very unpleasant and unfair afternoon at Zus Coffee Bandar Seri Permaisuri outlet, all starting with an staff named Amiru.

Today is 28th of March, and the incident happened around 1:00 to 1:25 PM. It's a public holiday, and after lunch, I took my father to Zus Coffee for a drink. When we arrived at the door, we saw a bunting that said first-time downloaders of the Zus Coffee app could get a buy-one-get-one-free offer. I quickly asked my dad to take out his phone, went inside, and helped him download and register an account. After downloading, I realized I didn't know how to use it, so I asked a female server at the counter. She quickly referred me to a male server named Amiru, who was wearing a mask and had no expression on his face. He glanced at my dad's phone, asked me to select the drinks on the phone first, and his tone sounded a bit rough. I didn't think much of it, selected the drinks, and then went back to him. He took the phone, fiddled with it for a long time, and also asked his female colleague. While waiting, I noticed the cakes and asked him if he could add a piece of cheesecake for me. His eyes looked displeased (with the mask on) as he handed back the phone, saying that the Zus app needed to be restarted. However, my dad's phone had auto-locked. After unlocking it and giving it back to him, he got very angry and raised his voice, asking me where the app was. I took it back and handed it to him, also asking why it was so troublesome and couldn't I just order and pay directly? He ignored me and continued with my phone app.

Later, three or four female customers came to the counter, and I knew I might need to wait a bit longer, so I stood aside and let them order first. At this point, Amiru put down my phone and helped them order. I waited for about fifteen minutes, thinking it's okay since it's buy-one-get-one-free, and I wasn't in a hurry. After that, Amiru continued with my phone, and after another two or three minutes, I asked him if the app was so troublesome and why I still couldn't place an order.

He glanced at me and said, "If it's free stuff, that's how it is... you wait if you want to, or you can leave if you don't want to wait."

I was momentarily stunned. I took my phone back and said, "Your name is Amiru, right? I want to complain about you." He responded, "Come on, complain about me then." I scolded him, asking what kind of attitude he was displaying. He started walking back towards me, with his elbows slightly raised as if he was about to punch me. I asked him, "Are you going to hit me?" He became increasingly angry, even stepping outside the small door of his counter and standing in front of me, less than a foot away. At that moment, I said I would call the police, and my father also come over. I loudly demanded to see the outlet manager, and only then did the outlet manager come out.

The outlet manager asked Amiru to go into a small room, but he was reluctant. The outlet manager had to pull him, and then he finally went in.

The female outlet manager's name was Hafizah. She asked us to sit down and not disturb other customers, then asked us to explain slowly. At that moment, I was also surprised and asked, "Are we disturbing other customers?"

The female manager told us that they need to investigate and might replay the CCTV. I insisted that they must replay the CCTV and provide me with an explanation. She promised that through the management, they would give me an explanation by next week.

I had no choice but to take my father home first, hoping they would give me a satisfactory explanation.

Let me take a deep breath... I mean, in broad daylight, in front of everyone, a coffee server scolding and wanting to hit a customer, where is the logic in that? Honestly,...

I have never been this disappointed with this particular outlet. Bare in mind, this is my regular pickup point, and despite previous slow service issues, today’s experience was truly unacceptable.

Firstly, there weren’t many orders—only deliveries at the time—but the staff named “Zue” was taking her “sweet little time” handling customer orders.

Initially, I waited for my drink at the nearest table. After realizing how long it was taking, I went over to the checker. I stood there for 6–8 minutes with no one acknowledging me or asking about my order. I could clearly see my food was already prepared, yet a walk-in customer who arrived after me received their order first.

Oh! There was one packed bag that had been sitting there for about 5–6 minutes, but I wasn’t sure if it was mine.

Secondly, Zue—with her “sweet time”—showed no urgency in packing my food. She folded the packaging leisurely, taped it, and still didn’t acknowledge me standing there. Instead, she just moved on to other tasks.

Thirdly, the most frustrating part: after watching all that unfold, I finally asked, “Is order 2084 not ready yet?” She then turned to ask the manager, who had been at the espresso machine the entire time. And guess what? The bag that had been sitting there the whole time was my order—all they needed to do was call it out.

It’s incredibly disappointing that none of the staff displayed even basic customer service skills, let alone any sense of urgency. They seemed to only prioritize their own tasks. I left the store feeling furious—and to top it off, with a diluted, bland drink....

31/3 It was a quick order fulfilment via zus app, despite busy store with everyone getting their first morning coffee after whole month of fasting

One star off because my frappe ordered was given latte I understand how it could be mistaken how the drink name was read (vietnamese spanish latte frappe but missing the last word) And given the incremental cost for a frappe from a latter, for me it was big deal

It took me awhile to realise doesnt frappe supposed to look like blended ice, not iced coffee

That said, ease of correction of order just submit the wrong drink and get the correct one That said it’s good that im at store and can get the replacement quick- what if its a delivery and with delivery charge to add? :/

Also hoping the gents will get fixed soon because how effective caffeine works on bowel (especially after melantak on first Raya) 😭 (good thing ada masjid nearby...