SHAH ALAM – Zus Coffee has confirmed that its employee involved in a viral altercation with a customer remains part of the company and is currently on paid time off to recover from the incident.
In an official statement released today, the coffee chain said a police report was lodged on Monday (Nov 11) to ensure the employee’s safety and to protect her privacy.
“Our Zurista experienced an intense situation at the outlet. A police report was lodged to ensure her safety and to protect her privacy,” the company said.
Zus Coffee emphasised that the staff member’s wellbeing continues to be its top priority.
The company also said it was reviewing the incident and would use the experience to further strengthen its training and support systems.
“We recognise every customer comes with different expectations. We are learning from this opportunity and will continue to strengthen our training and support systems to build a culture that handles challenges with professionalism and empathy,” the statement read.
Zus Coffee further urged the public to refrain from circulating videos or posts that reveal the employee’s identity, warning that continued sharing could cause “real and lasting harm.”
“This incident affects mental well-being. We kindly request for the removal of posts revealing identities,” it added.
The brand reiterated that it does not tolerate aggressive behaviour and remains committed to maintaining a safe environment for both customers and staff.
“At Zus, we do not tolerate aggressive behaviour and we are committed to keeping our stores safe for the community,” the statement concluded.
A video that went viral on social media recently sparked nationwide conversations about workplace stress, customer service and the treatment of service workers.
The footage captured a tense exchange at the counter, where a customer - heard speaking in Mandarin - appeared to be asked to leave by the barista.
The situation quickly escalated when the customer shouted at the barista and deliberately spilled a cup of coffee across the counter.
In response, the barista grabbed the same cup and threw it back, prompting the customer to hurl nearby items in retaliation.