ZUS Coffee - Bandar Baru Selayang — Restaurant in Selayang Municipal Council

I am writing to raise a serious complaint regarding the poor service and unprofessional behavior I experienced at your Bandar Baru Selayang outlet, in relation to my recent order (Order ID: 25053173407).

When I arrived at the outlet, I asked the cashier about my order. She replied that it was still being prepared, which was completely fine — I had no issue waiting for my drink. Once it was ready, the cashier simply called out to me and handed the items over without any proper packaging.

At that point, I told her politely that the order was meant as a gift and requested if she could please pack it in a paper bag. Instead of acknowledging this properly, she separated the drink and curry puff and packed them in two separate SOS (paper) bags. I again requested clearly for both items to be packed together in a paper bag as I had already selected this option during the online ordering process.

Surprisingly, she took the curry puff and placed it inside the same SOS bag as the drink — mixing hot and cold items together inappropriately. This is both careless and unhygienic. I had clearly chosen the paper bag option during ordering, and I saw small-sized paper bags available at the outlet. So why wasn’t it used?

When I reminded her that I had selected the paper bag in the app, she just glanced at the screen and showed no intention to correct the mistake. Her attitude was dismissive and indifferent throughout.

Before leaving, I told her that I had never encountered such an attitude from any customer service staff. Her behavior was shocking and offensive. I again repeated that I had requested a paper bag in the order, yet she clearly didn’t care. There was no apology, no attempt to make things right.

Then, as I returned to my car, my husband asked where the straw was — and I realized it hadn’t been given. I had to go back into the outlet just to collect the straw, even though it was already requested in the app. When I asked her for the straw, she handed it to me with the same unpleasant facial expression.

I asked her for her name, but she refused to answer. I could only see her name from her badge, and I walked out feeling disrespected, frustrated, and disappointed.

I’m extremely upset by how I was treated. I was polite throughout, but was met with rudeness, carelessness, and complete disregard for customer service. This is not acceptable for a brand like ZUS. A simple request — to pack an order meant as a gift — turned into a stressful experience that left a negative impression.

I kindly urge ZUS to:

Remind staff to check customer order notes properly, especially when packaging is specifically requested.

Ensure staff are trained in basic customer service — professionalism, politeness, and hygiene.

Take appropriate internal action regarding the staff’s conduct.

I hope this complaint is taken seriously and that steps are taken to ensure no other customer has to face similar treatment...

sorry ZUS, had to rate this outlet a 1 star. my 3rd time coming here, the first 2 visits were averagely ok if were to compare to other well known coffee shops that i have frequently visited. but today your outlet let me down ya. the drink was ok but your service at the counter was poor. asked me if i need receipt? lol first time ya i was asked if i needed receipt. then this cashier didnt hand out the receipts directly to my hand, instead she put them on the table top for me to collect. very rude! i guess she didnt like me because i simply advise her before that to speed up the payment process. u see when i came in, these girls (about 3) was chit chatting and laughing and very slow to serve the customer at the counter. and when i reached the counter and one girl served me, she was still chit chatting from the counter while i was in front of her and the payment process thru debit card was slower as she was responding to her other friends who was still chit chatting with her. and i told her please make it faster. and i guess that's why she put the receipts on the table instead handing them to my hand coz she was angry at me? this was my experience and it frustrated me to be served this way. i will stop coming to this selayang outlet. please give proper training to your staffs. your staffs look so young and immature. i was there at the counter waiting to pay but your staff was still laughing and chitchatting and my payment process was slow due to that. it was a waste of time. please learn from starbucks, they have way better work ethic as...

My house is few minutes away, and I ordered a hot buttercream latte. The option is warm , hot , xtra hot and I ordered hot bcz I knew it takes few minutes to arrive it became warm. But then it I don't even choose warm I choose HOT and it arrived in ROOM TEMPERATURE. No slightest heat, mcm kopi bancuh yg DH kene tinggal sejam sejuk dah. It is a simple instruction to follow. It is obvious that you didn't even heat it up. With this belas² price you charge us, please consider of what we requested. It is a waste of money to purchase just to be upset and disappointed when U didn't met our expectations. We only expect what we ordered was it that hard, PLEASE FOLLOW OUR REQUEST AND PLEASE CHECK THE QUALITY OF THE PRODUCT. IT IS REALLY COLD THAT WHY I AM UPSET WHEN I ASK FOR HOTTTTT. IT WON'T BE COLD THT FAST ESPECIALLY WITH MULTIPLE PACKAGING. IT'S OBVIOUSLY YOU PROBABLY DON'T EVEN...