ZUS Coffee - NU Sentral — Restaurant in Kuala Lumpur

Zus coffee is a cashless corner shop with a single table and 2 chairs to sit so it’s mostly a takeout. I decided to start with a basic iced americano. To my surprise, while I was watching, I saw that the amount of coffee in it was minimum. Less then there should be according to any standards. A cup full of ice cubes then TAP water…. Really… I saw them refilling a water container from the tap (hopefully they have filters). The cup was filled almost to the brim with a single shot of espresso. It was at least supposed to be the consistency of a coffee. So… don’t offer cold drinks — ice source is questionable, water from the tap and you get a stomach churn after it. The attitude is not friendly at all. They don’t smile don’t say hi. A girl taking orders looks like a robot. I know maybe it’s your low paid salary job but customers can feel that. Second…. The work process is very illogical. She got my cup filled with water (99%) then instead of continuing with finishing the drink, she put it aside (as if someone else had to finish it instead of her) and she started filling the container with water from the tap. After it was done she closed the container, wiped it went to the other side to place it went to wipe her hands and placed stickers on other cup lids and sorted out empty cups WHILE MY DRINK(CUP) WAS STILL STAYING THERE UNFINISHED. Then (it was about 2 min later) she placed it under the coffee machine nozzle… they do need to have a proper training or occasional supervision. Process isn’t correct. American was just water. Really. One espresso shot and 99% water. At least...

It was my go to coffee place. Their apps are amazing and the pick up function was helpful for busy people. I have been using it for months and my order always prepared on time.

However, I am very dissapointed today. Ordered thru apps at 8.11am and only received my drinks at 8.40am and has to wait another 5 minutes for curry puff… to add, the screen that should show order status are not displaying the status. And I am late to work. Last time, it only took 10 minutes to prepare for the drinks.

This has to be fixed especially during peak hour morning. People are chasing time for work and your drink could have been a good start, but due to this, it can put people in a bad mood situation. Hope you guys can fix this as demand is increasing and that is a hot spot and potential area. Add more staff, increase efficiency especially peak hours and can update the apps tu put expected ready time so that can manage the customer expectation.

I bet you guys will grow bigger and I put my trust in you guys to improve and I will still choose Zus for my coffee as I have many good experiences with you...

I tried to let it slide at first, but i keep thinking about it and bothering my mind

So I decided to report this incident today in Zus Coffee in Nu Sentral branch ( 29/03/24, around 2 pm)

The staffs are declining to take my order with a reason that they have a bulk order so all of the cakes and drink are out of stocks. Honestly speaking, it doesn't make sense for me. And i can see that the staffs are lying to my face just because they don't want to give me the birthday reward that i received ( buy 1 cake free 1 cake) . I don't know what's their issue is, it is not their own store and the reward is a gift from Zus company itself. They are not the owner, just a worker.

Honestly, it is my first time experience ordering in Zus as it is just recently starting in KL, and the experience is horrible until I decided to report this.

Please train your staffs and take necessary action for this.

First time in my life, a store rejected a customer to buy with a stupid reason and...