ZUS Coffee - KL Eco City Mall — Restaurant in Kuala Lumpur

I'm all for local businesses/brands/products. And ZUS Coffee has been my first choice and go-to caffeine boost ever since I first tasted their Pink Black. I like the convenience of ordering in advance via their app and the efficient service at their coffee shops.

But oh, man... people weren't exaggerating their frustrations about ZUS Coffee at KL Eco City Mall. What a disappointment!

I ordered Iced Watermelon Soy Latte at 2.49 PM, and they never updated that my order is ready for pickup even after an hour! I just had to have "faith," I guess? And hope that their Barista Gods would've worked their magic on my coffee when I arrived. This would be especially excruciating for workers or anyone, really, who are on a time crunch!

Then, when I finally got there with "strong faith" that their Barista Gods had done their miracles, no one was attending the storefront! The drinks, including my order, were just left at the pick-up counter for your goodwill to look for your drinks and for random strangers not to steal.

Okay, okay. Maybe I'm being too "unreasonable" right now. I get it if you're swamped with orders and need all hands on deck to brew the coffee and pack them up. I've seen this in their other shops. But it wasn't the case!

The 4 patrons inside were having their coffee, and orders weren't coming in. Yet no one was at the counter. Everyone was clogging up the back room instead of being on the clock!

Wow. Just, wow...

The store is quite small with four tables for two patrons each. I totally get that. Nothing much can be done when that's the only space you can get. I get it. But it would be very helpful if ZUS ensured to include a tasteful advice on each table for patrons to not hog the tables for themselves.

There were supposed to be 2 vacant tables when I was there, yet the patrons on the next tables placed their stuff on them that I couldn't sit and chill with my coffee in either of them. Sure, I could've asked them to move their items, but common decency goes both ways.

Despite all these disappointments, I really like their watermelon latte. But with how poor their service at KL Eco City Mall are, I'll get my coffee elsewhere instead. I'm not in the mood to be in a bad mood by their...

I would sincerely suggest improving your customer service approach. When a customer is clearly upset, the priority should be to acknowledge and calm the situation—not to repeatedly ask us to understand your internal issues. It gives the impression that ZUS doesn't truly value loyal customers like us. Honestly, after this experience, I no longer feel inclined to continue supporting your brand. I will redeem my remaining coffee and points, and then I’m done with ZUS.

If you're aware that certain outlets are constantly understaffed and frequently shutting down pick-up services, then steps should be taken either to hire sufficient manpower for high-traffic branches or to make online vouchers unavailable for such outlets. It’s extremely frustrating when customers are left with no workable options.

Additionally, please consider extending the expiry date of your vouchers. This would help reduce customer frustration, especially when we are unable to claim them due to issues beyond...

Disappointed with the customer service at ZUS Coffee KL Eco City. When I asked for a paper bag, the staff told me to request it during the app order which I actually did the very next day. Yet again, no bag was given, and when I politely asked at the counter, I was met with a moody, sour face and an unfriendly attitude.

I understand it gets busy, especially in the mornings with many orders. But if your current team can’t handle the volume, maybe it’s time to consider expanding or improving operations. Customer service matters a lot.

Don’t forget, customer loyalty is built on respect and consistency. With coffee brands in Malaysia growing like mushrooms, it only takes a few bad experiences for loyal customers to switch. Please don’t let poor service ruin the good name of your brand (No need to mention the name). Learn from what’s happened to other companies customers have the...