SHAH ALAM - Zus Coffee has issued a statement following a viral video showing a heated confrontation between a barista and a customer, which has sparked widespread debate and calls for clarity from the brand.
In a statement today, Zus Coffee said it is aware of the incident that took place on Nov 9 at one of its outlets, emphasising that employee welfare and community safety remain its top priorities.
“At Zus Coffee, our employees and the communities we serve are at the heart of everything we do,” the company said, adding that it has launched a full investigation into the matter.
The company confirmed it has taken steps to support the barista involved, referred to as a Zurista and to ensure a thorough review of the incident.
Zus Coffee acknowledged that retail work can be challenging and said the situation “should never have escalated.”
The brand also urged the public not to share or repost videos revealing the employee’s identity and to avoid spreading misinformation.
The local coffee chain added that the employee is recovering from the ordeal and requested privacy as she heals while the company addresses the matter internally.
“At Zus, we do not tolerate any disrespectful attitude or behaviour towards our communities. We remain committed to fostering a safe, respectful and supportive environment for everyone,” the statement read.
The company’s response comes after footage of the confrontation circulated widely across social media over the weekend.