Employee Throws Drink Back After Customer's Outburst at Major Franchise, Sparking Uproar

Controversy Over Rude Customer Behavior at Major Coffee Franchise
Yelling and Throwing Drink-Filled Cup at Employee
Company: "Protecting Employee... Incident Reported to Police"

A video showing a customer shouting at and throwing a drink at an employee of Zus Coffee, a major Malaysian coffee franchise, has spread online, sparking controversy. The company responded by granting the affected employee paid leave and filing a report with the police to protect the staff member.

A major Malaysian coffee franchise, Zus Coffee, experienced an incident where an employee was harmed due to aggressive behavior from a customer. TikTok

Recently, the South China Morning Post (SCMP) reported that Zus Coffee issued an official statement and launched an internal investigation after a video of a heated argument between a staff member and a customer at one of its stores rapidly circulated online. The company made it clear that it has a policy of protecting its employees.

Previously, on Malaysian social networking services, a 14-second video showing a dispute between a Zus Coffee employee and a customer spread quickly, fueling the controversy.

In the video, the employee repeatedly tells the customer in Chinese to "please leave," but the customer responds, "Why should I leave? I am also spending money here," before spilling coffee on the counter and throwing the cup toward the employee. The video also shows the employee picking up the cup and throwing it back.

Malaysian netizens have expressed support for the employee, saying the customer acted aggressively. The post has garnered significant attention, with more than 2.4 million views and over 6,000 comments.

There has been speculation that the conflict arose due to dissatisfaction with a long wait time for orders, but the exact reason remains unknown.

On November 10, Zus Coffee announced its commitment to protecting its employee. In a statement, the company said, "We are conducting a thorough investigation following the incident and will support the employee during this period." The company added, "Retail workers do not always work in easy environments. Situations should never escalate to this point. We are all just human beings doing our best."

The company explained that the affected employee has been granted paid leave and denied rumors circulating online about the employee being fired. To protect the employee's privacy and safety, a report was filed with the police. Zus Coffee stated, "We have reported the incident to the police to ensure the safety and privacy of our staff. The barista in question is still employed by Zus Coffee and is currently on paid leave to recover after the incident. The well-being of our employees is our top priority."

Founded in 2019, Zus Coffee has drawn attention for its rapid growth. As of early 2024, it had approximately 743 stores, making it the largest coffee franchise in Malaysia-more than twice the number of Starbucks locations, which number around 320.