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ZUS Coffee has issued a statement following a viral video showing a customer in a heated exchange with one of its employees
The circulating video appears to have started mid-argument, showing a ZUS Coffee employee telling a customer to "get out".
The customer behind the camera could be heard shouting, "Why do I have to leave? I paid for my coffee!" before knocking over a cup of coffee on the counter, spilling it onto the employee's hands.
The employee retaliated by tossing the empty plastic cup over the counter, after which the customer yelled vulgarities and threw a cup directly at the employee.
The clip did not show how the argument began. However, netizens pointed out that the customer — believed to be a Chinese national — had caused a scene at the store.
The video went viral as netizens expressed support for the cashier, urging ZUS Coffee to look into the matter.
In a statement today, 10 November, ZUS Coffee said it has launched an internal investigation and emphasised that it does not tolerate any form of disrespect towards its staff
"Since the incident occurred, we have taken the necessary steps to conduct a thorough investigation and we are standing with our Zurista through this time," said the coffee chain.
"Working in retail isn't always easy, and things should never have escalated the way they did. At the end of the day, we're all only humans doing our best," it added.
As it conducts its investigation, the company urged the public to respect the privacy of its staff, refrain from sharing the video, and stop spreading false statements regarding the incident.
"Our Zurista is currently recovering from this incident, we appreciate everyone's kind assistance to allow her the space to recover, while we attend to the matter with care and fairness," it assured.
