ZUS Coffee - Sunway Velocity Two — Restaurant in Kuala Lumpur

I had one of the worst customer experiences with ZUS Coffee recently. The store was taking massive orders, but failed to manage or fulfill the current ones properly. As a result, I was left waiting for over 2 hours, along with more than 100 other people in an overwhelming queue.

When I tried to request a refund, I was directed to a BOT chat both on their app and on Facebook – no real human support whatsoever. It’s completely unacceptable for a business to hide behind automated responses during a service failure of this scale.

To make matters worse, they refused to cancel the order, practically forcing customers to take their drinks, even after the unreasonably long wait – otherwise, we’d just lose our money. This is not just poor service, it’s disrespectful and exploitative.

ZUS Coffee needs to take accountability and improve their customer service, order management, and refund policy immediately. This kind of experience is ridiculous and should never...

I will definitely recommend this branch to my friends. The staff is very friendly and well-mannered. I ask them to change a song to a calm music because I need to focus on my assignment and they didn't hesitate and play it for me. I really love how they give me a best service that I can't get from other branch. The staff named Imran very" polite and well trained. Not to mention the third times I came to this branch, I accidentally dropped my drink and one male staff clean it for me and he didn't show any discomfort or annoyed feeling towards his customers. If I'm not mistaken his name was syarif..or shahir hahaha I do not remember but he's so cute. The way he treated the customer make me to comes regularly to this branch. Zus coffee velocity two succeed in training their staff to give a best customer service that hard to get from other...

The customer service experience was disappointing. Despite the lack of customers, the receptionist took a while to acknowledge my order, even though I was right at the counter. After taking my order and asking for my name, they didn't bother to address me by name; instead, they simply called out the name of the drink.

Additionally, the workers openly cursed at each other, using inappropriate language like "babi" and "bodoh," which was embarrassing considering they are Malay Muslims. It's disheartening to see such behavior from young people.

Furthermore, there was no expression of gratitude when I left. I visited the outlet from 7:00 to 8:00 pm on April 19th. It's a shame that this branch offers a variety of pastries, yet people are deterred from purchasing them due to the poor attitude...