Zus Coffee stands by its Zurista after viral video shows foreign customer throwing drink at staff member
A viral video showing a physical and verbal confrontation between a Zus Coffee barista—called a “Zurista” by the coffee chain—and a foreign customer has sparked outrage across Malaysian social media platforms.
The coffee chain has responded swiftly, affirming its support for its employee. “We are standing with our Zurista through this time,” Zus Coffee stated in an official response addressing the incident.
What Happened?
The video footage captures a female barista instructing a female customer in Mandarin to leave the premises. When the customer questioned why she should leave, she suddenly hurled her beverage at the barista.
The drink splashed across the counter, prompting the barista to throw the cup back in retaliation, narrowly missing the customer. The customer then threw something—believed to be the cup—back at the barista while using vulgar language.
According to reports, the altercation stemmed from the customer’s dissatisfaction with the service speed, which led her to confront the staff member.
Public Reaction and Support
The incident has generated significant discussion on social media platforms, with many Malaysians rallying behind the barista and calling for the coffee chain to defend its employee against what they described as disrespectful behaviour.
The customer is believed to be from China, according to social media users.
Several commenters threatened to boycott Zus Coffee if any disciplinary action were taken against the barista. Many expressed hope that the company would conduct a proper investigation and not allow foreign customers to mistreat local workers.
The incident has also reignited conversations about workplace respect, with many pointing out that retail and service staff are people who deserve to be treated with dignity.
Company’s Response
Zus Coffee confirmed it has initiated a thorough investigation into the matter.
“Working in retail isn’t always easy, and things should never have escalated the way it did. At the end of the day, we’re all only humans doing our best,” the company stated.
The coffee chain urged the public to respect the privacy of its Zurista and refrain from spreading false statements both online and offline during the investigation.
“At Zus, we do not tolerate any disrespectful attitude and behaviour towards our communities and we are committed to fostering a safe, respectful, and supportive environment for everyone,” the statement concluded.
The company’s swift and supportive response appears to have satisfied many customers who were concerned about how the barista would be treated following the incident.
