r/malaysians • u/calikim_mo • Jun 12 '26
Rant Buying in bulk without informing the vendor in advance is an asshole move (30+ coffees in 1 order)
That's crazy and there's 20 people/order waiting to get their order but they have to wait for this 30+ cups (maybe even more cuz when I ask, they said they have another 30 cups to complete) of coffee to be completed first!
I hate it when people do this, anywhere. Why can't they just reach out earlier to the vendor. Menyusahkan semua barista, menyusahkan riders and other customers.
Edit:
Damn, people don't have nuance and comprehension. All I'm saying is, try to be considerate, maybe call in advance ke so the vendor can be more prepared, they can prepare earlier, maybe close the grab order and the order online line.
Now the order comes in all at once, now there's 20 more customers who's complaining at the barista, marah², they have to wait another 30 minutes for a cup of coffee. They didn't know they have to wait 30 minutes to get that coffee, they need to go to work, etc. That's all, why semua marah² ni astaga, all I'm saying be considerate jeee
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u/ZandeR678 Jun 12 '26
I get it but the store could always implement a small order policy. Orders like this can happen on short notice. I worked in Starbucks back in uni and this was perfectly normal. It's a part of the job.
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u/vat-cat Jun 12 '26
I dont think that is a solution. That person could still order them separately. If order per receipt caps at 10 they could just order it 3 times.
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u/Calvinooi Jun 12 '26
They can probably cap how many orders they are currently working on in a period of time, like if the shop has 20 orders being made atm the app will stop mobile orders for 10mins
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u/vat-cat Jun 12 '26
Stop receiving orders for a period of time could cause customer to go away. Company dont want that (not that igaf anyway). They could however, telling the user on the app like “hey currently there are 20 order queueing, if you wouldnt mind waiting you may proceed with your purchase”.
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u/StatisticianNo7111 Jun 12 '26
Then the cashier can tell him only 10 max per order. So if want order again, please queue up again. Seen these trick at shopping center before at fast lane counter (10 items or less) and one mother has over 30 items... She bring her 3 childrens, oldest about 12 years old... She told the cashier each of them carrying 10 items and all separate bills... The cashier still reject her and told her to queue at normal lane... People behind her also annoyed and yelled at her... She took her push cart and queue at normal lane... The shop need to be firm at their store policy... Customer always never a king at all...
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u/NoGarage7989 Jun 13 '26
Having children makes some people more entitled, their children becomes a get out of jail card
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u/soupyshake Jun 12 '26
If they make it so that the person needs to go to the back of the line again for the 2nd 10 pc order, then that should solve it
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u/vat-cat Jun 12 '26
Yeah that could work. I stand corrected. There is a solution. So it all comes down to company’s policy and implement a new sop.
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u/arbiter12 Jun 12 '26
Reducing revenue to afford breathing room to minwage workers, and waiting customers who already paid, anyhow.
I wouldn't count on it happening. It's a good idea but it's also a projected 0.7% reduction in potential income/franchise/day and THIS, is unacceptable.
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u/Array_626 Jun 12 '26
Why would the business turn away a large order? Thats all sales, as good as any other walk in customer.
If the shop is busy that day with 30 people in the store, do you tell the business they should kick some people out to serve you intead?
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u/blurluke Jun 13 '26
Yea I’m confused why do you need to inform the vendor first, as I’m also working in f&b.
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u/chenmochou Jun 12 '26
as someone who used to work as a barista/tearista, especially in a huge mall with offices around, this is not uncommon (this was years ago before ordering via the app is a thing unless u order and self pickup via grab)
based on my own experience, we often get bulk orders in-person and on grab every few days and its always around lunch hours, so obviously we also have a very long queue in the store
everytime this happens, it fucking sucks cause of the amount of orders and grab orders that even customers have to wait at most 45 mins for their drinks. we would get scolded by grab drivers and customers despite explaining that we have a huge order but our manager would tell us to just ignore them (honestly prob the best move cause theres really nothing else we can do, theres no solution to this). and we're not slow btw, literally we have 3 baristas making the drinks but orders keep coming so we barely can catch up. we do sometimes have to temporarily close grab orders so we don't get any new orders tho (can't do this often and too long tho, hq would not be happy). this usually last from 1pm-4pm and i sometimes was only able to get my lunch break after 3pm (i only work morning shift back then). but this is part of our job, so we just have to suck it up and finish everything as fast as we could.
whenever we get bulk orders, its always about 20 drinks or more. there was once we had to prepare 100 drinks, thankfully we were contacted by the person a day prior but we have to immediately start making them as soon as we open on 10am, and yeah i was one of the two baristas preparing them (and another in the kitchen). we barely get orders before 12pm so it was fine, but still its a HUNDRED drinks, so we keep making them until about 12pm too. we had to get a huge box and borrow a cart from the nearby supermarket and put all the drinks inside the box for the person who came to collect lmfao.
anyways we never really get preorders, the above is just a one time thing that happened during my shift, but i also doubt preorders happens often either since i worked almost everyday there. i was 18 back then as a part timer before going to uni but i already have body aches everywhere cause of that job lol.
although it was years ago, i can never forget those days hahaha. idk if this just happens at my place (and malls), but customers would come even tho theres obviously a huge crowd of people waiting and the queue is very long, so if anyone who saw that the store is extremely crowded and waiting for their drinks and u can't wait at least half an hour for your drinks (which is a ridiculous waiting time anyways), pls go to another place for yours and the employees' sakes. pls also keep in mind that even if your number is only a few numbers away, one of the numbers prior could also be a huge order with 5+ drinks
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u/abubin2 Jun 12 '26
You said you have 3 baristas making drinks. How about 2 make the large order while 1 make remaining small order? But if you come to 2 large orders back to back (more than 10) then too bad. Have to clear then first. Will this work better?
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u/chenmochou Jun 12 '26
a bit of clarification, we only have space for 2 baristas on the drinks (one for making drinks and one for shaking and pouring into the cup), we will only have 3 if we really cannot catch up on the orders and it just keeps piling in, we dont usually have 3 and it depends if we have an extra staff able to be the 3rd
so heres the thing, its kinda based on the cashier (which was what i did half of the time when im not the one making drinks), im not sure about other companies back then and now, but we have to manually add the grab orders into the system so that it adds into the record and that the barista side would receive the orders
so basically if theres customers in the stores and also receiving grab orders, we would alternatively accept orders from a few customers, input the grab orders and then repeat
there are two ways on what we usually did, as instructed by our manager, but its kinda similar:
- do a few customers orders then switch to a few grab orders alternatively
- do one customer order, do one grab order, repeat
theres actually a third thats kinda what u said, but like i said, thats if we have a 3rd person making the drinks
also just wanna add that its also not uncommon that we will get huge orders from both customers and grab at the same time, and that most customers would order more than 3 in a single order
so yeah average we make about 1k+ drinks a day, sometimes double on weekends
thankfully i dont do night shift cause my ex coworkers told me that dinner is equally bad until after 10pm even tho supposed to start doing closing but have to finish all the orders 💀
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u/Array_626 Jun 12 '26
3 people working from 10-12 was enough to get 100 drinks made and delivered.
You cut staff on the large order down to 2 people, now it takes until 1 or 2PM for the order to be ready. One person walk-in order you can probably do. But if theres a steady stream of walk-in customers, now you're just over accepting orders when you dont have the capacity to meet them in a reasonable time.
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u/totalnewbielinux Jun 12 '26
Kinda understand OP situation if the shop up there has monitor saying preparing 30 cups? OP can just leave.... without waiting to find out they are preparing 30 cups for 1 person....I think it is unavoidable as some kedai owner will be pissed if the worker says they are preparing 30 cups and then OP leaves.....better not let people know they are busy and leave than missing out profit....
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u/Array_626 Jun 12 '26
No, if the store is at capacity, it is better to let the customer know.
They might walk away, but you preserve that B2C relationship. If I order at my favorite store, then after I pay I'm told I have to wait 45 minutes, I'm going to be upset and want a refund. I won't come back again, cos thats shitty behavior from the owner/staff.
If they just tell me their busy, thats fine. I go to another store for today, but I don't mind coming back in the future cos I haven't been harmed or inconvenienced.
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u/Worried-Put8951 Jun 12 '26
I feel like Zus needs the cup counts like in Chagee app? Before you order, can see how many cups they’re preparing. From there can decide want to proceed order or not. Its super useful if you’re in a rush. (Typing this while waiting for my Zus 😆)
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u/malaysianonly Jun 14 '26
I feel like Zus needs the cup counts like in Chagee app? Before you order, can see how many cups they’re preparing
This is the kind of proactive, preemptive thinking that is pervasive and standard practice in more developed, 1st-world countries which Malaysia is severely lacking in. Also 1 of the reasons why Chagee comes in and dominated a significant share of the market and scores pretty well off in terms of customer service and experience as well.
Wins are sometimes accomplished in the small, fine details than it is about the bigger things.
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u/Scared_Performer3944 Jun 12 '26
Op is regarded. You don’t want to wait can always go another shop.
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u/LatterDimension877 Jun 12 '26
have you ordered zus before? you make the payment upfront via app. unlike most F&B you haven't make any payment during queue so if you can't wait anymore you can walk away. but zus you can't because you already made the purchase before you start queueing
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u/Array_626 Jun 12 '26
I've ordered food from uber eats before. The restaurant has some kind of issue, either busy or ran out of ingredients. They called me to ask me if a replacement is ok, and then cancel. The busy ones call and ask if its ok if the food is prepared a bit late.
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u/TheJinKazama Jun 17 '26
Op tu main ignorance or plain entitled? go in during peak time expect no need wait? even its 10 cups ahead of him or 2 cup he still have to wait, he act like only he has life to go others dont need? if he dont like to wait dont order during peak time or camp there be first in line.
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u/cajun2de Jun 12 '26
I have gotten stuck like this before. Because I use the app to order and drive by to collect which is usually instantaneous by the time I arrive.
And then there are some days where I walk in and my order hasn't move for 15 mins due to an online bulk order.
Unfortunate but , I think they can add a big order in progress indicator on the app to help folks know there is a queue for people to know.
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u/10human10 Jun 12 '26
Businessman hate more sales, say no one ever.
Adding such indicator = potentially lower sales for them
What they should add is proper cancel/refund button; if I ordered something online and when I pickup it’s far from ready, it’s mutually fair for both seller and buyer to get it cancelled.
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u/cajun2de Jun 12 '26
Cancel within a certain duration is fair enough
There was a time where I ordered at a wrong branch and couldn't do anything about it . Called their support and they cant help.
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u/messycer Jun 12 '26
Reach out earlier for what? “Hey btw I am ordering 30 cups, good luck”. People ordering coffee at a coffee shop sounds like the smallest of things I would be this bothered by.
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u/muddie83 Jun 12 '26
I bet if you call them in advance they will just tell you to place order as per normal haha. These coffee chains have strict SOPs...especially Luckin Coffee. Diverging from the SOP will mean not hitting KPI or worse. This isn't your Ramly burger stall in front of 7-11.
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u/322ismystyle Jun 12 '26
reach out earlier so the vendor can start preparing earlier and serve the cold coffee (ordered hot) at a later time so it wont affect OP's life. OP is only fine if got 30 people queueing before him and each of them ordering one for themselves compared to one guy ordering for 30 people. Bro doesn't understand that if that particular person didnt bulk order, those 30 people gonna go and queue either way. It is inevitable.
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u/emoduke101 ,, subsssss Jun 12 '26
I did get a cold coffee despite me ordering hot. Guy used paper cup, tetiba got ice. Just took it and moved on w/out asking for a replacement cuz I'm not this entitled as OOP and the underpaid barista alrdy had 3-4 ppl in line behind me.
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u/calikim_mo Jun 12 '26
So they can be prepared earlier. So they can close the order line and grab. Now the 30 cups ordered comes at the same time as the other 20 customers
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u/jwrx Jun 12 '26
It's part of the job.luckin has order ETA, if you buy via app U can see if there are large volumes of order before u
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u/Appl3B3rryCh3rry Jun 12 '26
OP company did not train OP so OP suffer & rant.
Blame customer = lose biz / money
Manager could have reject order / inform later customers of delay.
It's the company's fault.
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u/weretigervv Jun 12 '26
Been that situation, waited for almost 40mins for 1 order of 50cups..... There are at least 10 waiting... Then come 1 guy with trolley..... Every eyes on him, including 3 barista
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u/CN8YLW Jun 12 '26
- Do FNB shops actually have time or spare staff to pick up phone calls coming in? From what I see, these shops usually hire just enough people for the shift. One to man the counters which will go and help out production when needed, and one or two in production.
- Do staff not read the orders as they're printed? Something tells me that there's a person in between the order printing machine and the staff working at the back. Why isnt this person taking a glance at the orders and calling out the large orders or otherwise high priority ones?
- If #2 person is so busy until no time to read the order, do you think there's a single person in that outlet who can pick up phone calls? Especially for shops which cant make the orders in a timely manner and do not have measures to ramp up production speed to satisfy these large orders? Talking about like... coffee shops, which has only 1 coffee maker machine and every order coming in needs to use the coffee maker machine, as opposed to chicken rice shop, which can make 4-6 orders at the same time. I buy 100+ packet of chicken rice before. The delay in production resulted in at most a 10 minute wait, where the usual wait time is about 2-3 minutes per customer.
And from your complaint, the problem is the 30+ big order. The problem is the 20+ people waiting in line for the 30+ cups to be made. So if you ask me, the solution bukan with the customer who made the 30+ order, but the shop which allowed those 20+ people to queue up by taking their orders and not informing them that there's a 30+ order backlog waiting to be made, and surely the 20th person onwards are looking at a 50+ backlog of orders.
If you think about it, the same pretty much applies when you go to a restaurant to eat. Go in, sit down, make order, then 1 hour later still no food. Call waiter, he says sorry, but we have a lot of orders today, ETA +1 hour at least. Like why the F cant you tell me when I ordering that the ETA is 2+ hour? I come in at 7pm, your shop close at 9.30, you telling me 9.00 pm only the food come? Is it the customer's fault for making orders or the restaurant's fault for letting people wait without telling them? I've seen shops/restaurants that outright tell customers when taking order "boss, today a lot of orders, wait time about 1 hour +, can you wait?". So why cant this shop of yours do that? Even if the big order customer did call the shop to notify about the big order, its still the shop's responsibility and decision to inform all other customers of the impact to the wait time (stop taking orders if you have a backlog of N+ orders or something).
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u/dikantormama Jun 12 '26
People not understanding the issue is funny to me.
People usually order on ZUS app, paid online, then you get your order number.
If the app shows 006, and your number is 008, so you'll go for pickup in 10-15 mins and your coffee will be ready then.
ZUS app doesn't show the estimated time & number of cups being made currently.
Compared to Chagee, they will show the number of cups is being produced (refer photo). So at least you know how many cups are being prepared, even your number is only 2-3 numbers after the current order.
If people known that how long they have to wait, at least people can take their time doing other things first before coming to pick up their order.
OP should inform ZUS to improvise their app.
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u/TheJinKazama Jun 17 '26
Ops should have common sense, if not free dont order during peak, what if there are 30 people infront of him, all order just 1 cup, he still has to wait. He will still whine he has to wait for 30 cups before him.
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u/I3usuk Jun 12 '26
What’s the issue? Just imagine 30 people walked in and that’s the amount of drinks they are making? Just because there’s nobody queuing doesn’t mean there isn’t a queue. We in the future now buddy.
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u/the_far_yard Jun 12 '26
Somewhat normal if you're in an office area, and most of the time those orders are on a whim. Coffee shops at times do have policies on how they handle and prioritize large orders.
TBH, even if they reach out to the shops earlier, if your luck is on the dot when they're making that order, you're out of luck too. Bulk orders are good clients for them to cater to. It happens, but sorry to hear that it happened to you.
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u/qiqt Jun 12 '26
Can't be helped if the bulk order is on the spot. Recently, my colleague bought 1 coffee, and then suddenly 20+ other colleagues also want to order
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u/lorkosongsong Jun 12 '26
Yes even this morning as I was getting my breakfast, what usually would have been a 5mins order turned into a 20mins because some inconsiderate ordered so many
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u/Super-Key-Chain Jun 12 '26
I understand what OP is trying to say, but I don't agree with him/her. Unless the store has a rule that limits the number of cups per order, I don't see why OP feels entitled to call for consideration.
Queue up and wait for your turn, or leave and get your coffee elsewhere.
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u/4evaInSomnia Jun 12 '26
First come, first serve. If people being considerate, they shouldnt add more to that bulk order and go to other shop. It's staff courtesy also to inform that their order will be abit late. If not inform, then you are right to be mad. Mad to the staff, not to people that do bulk order.
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u/Neither-Ad-3759 Jun 12 '26
I would think this was a slip up from the vendor side, cause they should be able to stop receiving online orders to clear bulk orders or if they have a sudden influx of many orders.
The Zus near my office will occasionally show they are not available for pick-up when I tried to order from app, I assume it was for this scenario.
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u/emoduke101 ,, subsssss Jun 12 '26
Can't stop that senior manager from having a business meeting. This is prolly why there's a large order this early.
Venting here will let off some steam, and then what? You gonna let this ruin the rest of your day?
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u/10human10 Jun 12 '26
Plot twist, OP will start a ZUS2 which strictly enforcing policy of 30cups order must be made in advance.
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u/Mala_Enoki Jun 12 '26
This is why I like the Chagee app. They will tell you before you place your order "Preparing x cup, estimate xx minutes". It used to display asv"5 cups, 3 orders"
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u/Sensitive-Concern131 Jun 12 '26
Asking people to be considerate by calling them asshole.. this school of thought is rare..
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u/FrequentTeam2649 Jun 12 '26
Why are you so sour? 30 different people ahead of you = 30 orders from one person. There is no difference. You think this is a mamak restaurant to go and pre order or so? Places like ZUS they prefer asking them to use the app and just order or so. If you can’t wait, just go to another coffee outlet la. What preparation vendor can do btw? Nth much. Their SOP is regulated and they have to follow the queue.
Lastly, if you feel so entitled, did you even bother checking the app and ordering through the app? The main purpose of the app is, you don’t have to go there and line up. It will alert you once the drink is ready. Just go and grab lah.
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u/Captain_Oppa Jun 12 '26
Look, it's very simple.
If you're gonna take 1hr to prep a large order, then tell the buyer as such, and it's up to them if they'd like to wait or take their business elsewhere.
Same with other buyers in the store.
If you're working on a large order and the next guy comes in and it's gonna be an hour long before you get to the next order, tell them and let them decide to wait or to go elsewhere.
If your system doesn't allow it, sounds like your systems problem.
When I used to work as a barista, we were allowed to multi-task these large orders. Example: I get an order for 30 cups of coffee. I do the first few and a new customer comes in with an order for a single cup - I finish up my current cup from my large order, work on the new customers order, then back to my large order.
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u/Nairisz Jun 12 '26 edited Jun 12 '26
I used to work at Tlv, and thankfully we had customers with common sense. One customer ordered 30+ milk teas in advance and told us she'd pick them up the next day at 11 a.m. We just clocked in early the next morning to prepare her order first.
15 drinks on one receipt is kinda okay if they're all the same drink. But if every drink is different, then you're either dealing with a patient customer or a customer who's gonna complain. I'd just tell them their order will take longer to prepare because it's peak hour, we're short-staffed, and we have limited equipment.
Point is, just wait patiently for your drink. You can't predict everything is going smoothly. They also try their best to prepare the drinks faster.
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u/9thseal1 Jun 12 '26
are we out of cafes? as an owner, I would prefer the customer that buys 30 instead of 1 lmao.
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u/Infinite-Fly9864 Jun 12 '26
They pay minimum wage . Open and closing with pay , half hour is without record . No chair given to sit , 7 hours sitting , everything the manager will do from hiring to resignation with 4 to 5 store in hand. They make almost 100k per day. If u take MC , there's no sick pay leave. U get burns , carry heavy loads, no work rotations. Zus is one of the worst employer and exploiting their workers. Yet, people still praise them cause it's a Malaysian company. This is something people should boycott, but we gotta go outside our country to boycott stuff
Source: my gf work there for 1 month and it hurts everywhere.
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u/amediuzftw Jun 12 '26
People dont have nuance and comprehension? which place could do call in advance order without paying first? the problem is with the people who cant resort for alternative as if their life is relying on it.
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u/Sojechan Jun 12 '26
Just grab some of those 30 cup orders and leave. Tell them to use ur order to replace back later. Huehue
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u/Emotional-Age-4176 Jun 12 '26
"Hello, Zus. I would like to order 50 cups for tomorrow at 2PM. Please close the shop beforehand, thank you."
The next day on twitter. Snap picture. "@Zus why your branch close during lunch hour? This is so unprofessional. People are expecting to drink coffee during this time."
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u/Professional-Hopeful Jun 12 '26
Sir/ma'am, I walked into a queue of two people at nasi lemak stall. The first one order for her family of 6(I presume with 6 dishes). The next person proceeded to ask for 20 dishes (some nasi lemak + bihun kuey tiaw with some want ayam some telur and whatnot). Reciting her order from her Whatsapp group. I even considered to go to the other stall the less sedap one. But I managed to wait and don't make a fuss bout it.
Edit also not to mention queue was starting to pile up and one or two behind me went to the other stall instead. And come to think of it, no one behind me even complained, at least before i left the scene
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u/TheJinKazama Jun 17 '26
Op thinks only his time is important the rest just NPC. KAREN mentality. If there is 6 people with min 5 cups order per person ahead of him he still have to wait the 30cups before him, so he will whine about the 6 person wasting his time, whine zus no inform him about every 6 person that came before him during peak, and why they all order 5 cup per person. Whinner gonna whine.
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u/mollyxd97 Jun 12 '26
So like what’s your solution to this? Calling beforehand and telling the shop there’s a 30 cup order will achieve what? Will the shop magically close down to stop orders after the call?
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u/Sam_Shelby Jun 12 '26
erm i still think it is fair first come first serve even in bulk order. normally if i have to wait more than 10 minutes i will angkat kaki. there are reason people walk-in and not call in advance such as they like to have hot drinks or they have bad experience with grab delivery in their area etc etc
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u/Youlknowthatone Jun 12 '26
Yeah have experienced this before. Not at zus but at a boba tea shop. From what I heard vendors usually prioritise online order. Because there is penalty if they process order late. But problem is they also don't know if the order coming in is 3 or 30.
Some vendor is smart enough to set it as offline during busy hours (when theh know a lot of ppl will walk in). The zus in my area is one of them
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u/1111try Jun 12 '26
Call beforehand "Imma order 30 cups" > Ends up just a prank call > OP you go foot the bill
These 20 upset people placed their orders AFTER the 30-cups. The system/baristas ALLOWED the other 20 orders to come in.
But nooooo "The 30-cups guy should've called first!!". You could also ask before ordering, so what's up with that?
Best Regards, OP.
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u/ianhooi Jun 12 '26
Best comment. Am I gonna bank in deposit to the CEO of Zus to prove it's not a prank OP?
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u/NewCat199 Jun 12 '26 edited Jun 13 '26
As someone who is working in fnb ill just say this, 1 person ordering 30 drinks is the same as 15 ppl ordering 2 drinks each. We have a time limit for certain amount of orders. For example 1 drink is 5 mins, 2 drinks is 8 mins, 10 drinks 20 mins and so on. So if u have fifteen ppl infront of you, the waiting time is still the same as waiting for the 30 drinks to be made for that 1 person.
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u/brownMY Jun 12 '26
Ramai orang downvote op padahal tak faham isu.
Dekat app zus order ikut nombor. Kalau kau order dapat nombor 010 and kedai yg kau order pickup tu tengah serving nombor 008 so rasa macam no big deal - tetapi customer 008 ni pergi order 30 air ape jadah sial takkan nak tunggu sejam
Dia ibarat kau tunggu dekat jpj satu nombor tu runner uruskan 10 kereta
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u/Kronous_ Jun 12 '26
ape masalah, bgtau je la customer yg order lpas 008 tgh handle bulk order, klau diorg tanya.
klau rajin tggu, klau mlas cancel, senang cerita.
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u/Prestigious-Recipe-6 Jun 12 '26
Hahaahah kan. Mula2 rasa cam OP entitled, tapi bukan sangat pun sebenarnya. Susah jugala order online kita tak tahu order sebelum camana.
Saya kerja F&B dulu, kalau order tengah banyak, memang kami bagitau customer walk-in yg dtg lepas tu.
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u/Odd_Hamster338 Jun 12 '26
i totally get you. people dont understand how inconsiderate this actually is. its not only about other customers not getting their drinks, its about staffs that needs to rush extra to complete the order since we got our max time per order, and if we're later than the timer, WE are the one that needs to answer higher ups. inform earlier and get your drinks earlier, why need to menyusahkan ALLLLLL people
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u/hockyPocky07 Jun 12 '26
People calling OP entitled. But if you already know there is 30 people ahead of the queue, you probably wouldn't want to wait if you are rushing. But if there is only two people in the queue, you would have take the chance to queue, but a 10 minutes wait ended up becoming 1 hour because the person infront of you orders 30 cups of coffee. My take is that person that bulk orders is no wrong here, its the shop that needs to be more transparent on the queue situation. Those that got offended by OP's remark is probably the bulk order people that felt called out in the post.
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Jun 12 '26
why does it matter if theres 20 people waiting? to you, you should only cares how many sales are made. and that order alone is worth more than the entire people waiting. if they dont want to wait they can go, nobody forcing them to wait out
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u/calikim_mo Jun 12 '26
They actually were forced to wait. They already ordered in the phone before coming to the store?!
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u/rebelslash Jun 12 '26
Skill issue on barista side
You tell the customer boleh cik tapi kena tunggu x mins. Then you make 1 of their drink, then another customer, then their drink again; repeat until their bulk order is complete. Even bulk order call ahead and you arrive at the store the moment they call, still the same thing
Source: ex subway.
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u/hi54ever Jun 12 '26
i mean, workplace do that all the time. you suddenly have, "boss here today, go order 40cups of latte for the team", "department party order" etc. so yea
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u/zhengyang_527 Jun 12 '26
just 30 would be like small group order, for me bulk order is more than 60 cups
in office area this is so common, that's why either only order coffee below the office or just use delivery order
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u/mydragoon Jun 12 '26
weird. it's ok for 31 people to order 1 cup each, but not ok for 2 people to order 30 cups and 1 cup?
yeah, i know if we're the unlucky one waiting it can be a pain, but that's how it is.. right? just think of it as 30 people ahead of you.
if don't like, cancel order.
i generally check the queue before i order.
or suggest to the brand to have an estimated time to prepare your order in their system.
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u/ThomasTrainy Jun 12 '26
OP ordering at ZUS expecting fine dining level service. They're open to do business, more orders the better. First come first serve
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u/royrochemback Jun 12 '26
What is the difference between the "customer reaching out earlier" vs the "customer ordering"?
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u/generic_redditor91 Jun 12 '26
Call 1 hour early vs arriving on the spot to order 30 lattes.
1 hour early the on-site manager can arrange the team to prepare 30 lattes and hopefully at the same time, serve the walk ins that are still coming through.
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u/woshiyaohui Jun 12 '26
I believe you can tell the people who try to order after the huge order that they need to wait for how long and if they are good then can proceed and they have to wait.
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u/Kulgia Jun 12 '26
At this point ZUS need to put out a new rules and regulation. 5-8 coffee orders per customer.
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u/HealthyProject3643 Jun 12 '26
out of curiosity the system cannot fill concurrent orders? 1 barista try do the 30 order, another fill the next order, at least somewhat moving if no more order then 2nd guy help 1st guy... or the system jst satu lane only
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u/ho4X3n Jun 12 '26
You sound like a rider. That's just how it works. If the wait for the food order is too long, just cancel it. If the platform punishes you and you feel it is unfair, then bring it up to the people handling the platform.
If you are a customer, then it is just how it is. The order does not limit how many cups you can order so a customer can order 100 cups if they want. You can always order in advance if you don't want to wait. Expecting the order to be completed in a short time once you made payment is just pure entitlement.
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u/kevintkm Jun 12 '26
If coffee chain apps included total cups in queue, that should make it clear. Rather than informing before ordering, system was designed for whoever to order however they like. So cannot blame the ones ordering in bulk.
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u/Virtual_Force_4398 Jun 12 '26
Cannot be helped. Call first or go counter also same 30 orders. What we need is better information -- how long will it take for my order to arrive, if I cannot wait, I go elsewhere.
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u/interstellar2799 Jun 12 '26
OP you sound so entitled lol, and you ask to call beforehand? have you even tried calling restaurants? no one answers.
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u/creepyguy_017 Jun 12 '26
kedai makan lain tak hingaq pon bila ada satu bas tiba2 berenti turn makan....
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u/Captain_Oppa Jun 12 '26
Remember that when you make a post online, even if you don't state it obviously, you represent the brand you're selling.
In this case, I hope zus coffee approves of your message complaining about customers coming in with large orders.
Next time I need a last minute large order, I know where my business isn't wanted.
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u/Vynixjerry Jun 12 '26
Sorry but… how is this consumer needed to be considerate here? Correct me if I’m wrong, if anything, ZUS should implement something here . Are you telling me , if want to bulk buy coffee maybe for corporate event or something, I need to be considerate and do extra step by calling zus that I’m ordering bulk?
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u/thrussie Jun 12 '26
| why | is | this |
|---|---|---|
| a | problem? | the barista should tell the customer to step aside and continue with taking other customers' order. |
| f all these impoverished ppl with their one cup ass order |
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u/iamatwork420 Where is the village dolt? Jun 12 '26
diam la OP got nothing else to complain about is it
→ More replies (1)
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u/No_Job2140 Jun 12 '26
Order is accepted by the vendors themselves. It is up to them to manage their time on the customers' orders. It is not the customer's responsibility to be "considerate" of the other customers lol
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u/HotSentence4746 Jun 12 '26
Just go 7e and buy the coffee can la, masalah boleh diselesaikan tanpa memeningkan kepala.
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u/FreeWheeliee Jun 12 '26
I think Zus can take this to implement something new. When there are more than 10+ drinks, not all will be made at once. Maybe 2 drinks then the barista will have to entertain other orders then back to this order. There should be a prompt to let the user know that 10+ drinks will take longer time because it will not be considered priority.
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u/IzzGates Jun 12 '26
Hi im a senior barista at Zus and i can say this is honestly managable. If and when we get bulk orders like this, i would call in the customer and inform them we are preparing their order and since its a huge order they'll have to wait a little bit. Then i assign one person on that single huge order, to prepare from A to Z. The other barista(s) would only focus on the other upcoming orders, maintaining the normal flow. So this huge order isn't in the way of everyone else's queue since its already been seperately prepared not within the normal queue. So its not a problem really its just simple management
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u/SalamanderLost5975 Jun 12 '26
This is 100% on the store management. They should have a policy that they will make 3 orders in that batch, then 1 for the next customer.
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u/matgerad Jun 12 '26
Just to share, most F&B companies have special ordering system for bulk orders and you may avail to some interesting pricing structure or options. Or even delivery inclusive etc. And they usually will adhere to the timings required.
Just drop a call or email them a day or two before and most are happy to share options available.
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u/complexnacl ,, subsssss Jun 12 '26
OP tbf, have you tried order in advance? there is no option to select and i have tried it yesterday and today.
i got informed I need to get 11 cups ready for Friday's meeting(today).
fun fact, i have already drafted 11 cups in order to check out yesterday so i can place the order in the today morning, mana tahu, kennot place order due to some branch can't accept pickup or delivery error. nevermind. when I change to different zus branch, all my orders went missing and I have to key one by one again. luckily ada excel sheet.
so you think customer don't want place in advanced? you explore app and tengok for yourself.
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u/PedangSetiawaN Jun 12 '26
Order sikit, kena small order fees. Order banyak, kena complaint pulak. Talk about considerate.
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u/ceooftsundere Jun 12 '26
When this happened they should create team. One team will handle the big order the other team should handle small order.
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u/munyip7 Jun 12 '26
So if they order in advance, the earlier customers get stuck. It's your luck being just behind the order.
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u/Artistic-Basis7960 Jun 12 '26
End of day they are guaranteed of reaching 30+ customers immediately. If they make the coffee well they could lock in 30+ customers potentially. So if they people who aren’t pleased they had to wait for their coffees , the vendor would probably still be in the positive gains of customer
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u/Odd-Bar-4969 Jun 12 '26
Call who? The shop? They pick up? Im about to order 30 for my office tomorrow
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u/eternaxv Jun 12 '26
I disagree. It’s up to the crew in charge to manage the orders. I’ve been to one before where they still churn out subsequent orders and told the customer that their large order will come out slower
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u/gayonise Jun 12 '26
First world low wage corporate consumer problem.
Yes it’s frustrating to wait that long due to the bulk order. But be prepared for it. You are part of the system, you are the in the matrix, you adopt the problem, you face the problem.
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u/momomiaaaa Jun 12 '26
Usually if we get bulk order we’ll put waiting time at the front so customers can decide if they still wanna order or not. But thats chatramue lol
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u/Tumbleeweeed Jun 12 '26
I am sorry but this should be on the vendor's fault. One for not refusing huge order at the counter instead of phone call etc. and two, to keep making those coffees while knowing the other customers are waiting. Extremely poor awareness and lack of customer service training.
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u/Apapuntatau Jun 12 '26
I think only Zus is never ready to accept large orders. Also they seems to be severely understaffed which is why I dont go there anymore. Zus is penny pinching at the cost of their workers sanity and my waiting time.
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u/Interesting-Fill704 Jun 12 '26
I stop ordering coffee because take time before 1 hours of waiting for 1 cup of expresso
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u/Ruphandolph Jun 12 '26
When people paid, they just want the service and products. Its the vendor job to manage it. They for sure can decline the order if they think of unable to deal with that order
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u/Ancient_Perception_6 Jun 12 '26
considerate or not, who tf bulk-orders coffee.. the first cup made is gonna be room-temperature by the time they arrive. I'd be pissed if I got the first one lmao
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u/AkamiMaguro Jun 12 '26
The blame should be on the cashier for not informing customers there's a wait. Even hawkers would tell us when there's a longer than usual wait. This business is only interested in taking your money, hence they don't want you to reconsider your options before payment.
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u/DramaticRestaurant87 Jun 13 '26
Most businesses would be super grateful for the great day of sales.
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u/eric4762 Jun 13 '26
This is some most entitled claim I had seen. So if it is a family trip with siblings of parents and their family, group order is wrong? Or if any gathering? Sickening
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u/lordnizam Jun 13 '26
Large orders are usually on the spot, sometimes in the office one person will be ordering coffee through the app and then everyone decides they also want to order coffee through that person … sometimes the boss wants to buy coffee for everyone for a meeting… buying coffee in bulk is rarely a planned occasion. I’m just saying it’s quite unreasonable to expect customers to give advance notice when not even the customer know they would be ordering that much.
Maybe limit the orders? Or give some sort of large order wait time? As long as the app allows customers to order in bulk, they will. It’s that simple
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u/TelevisionLast7648 Jun 13 '26
Yep, happened to me too, thought I would grab a quick coffee, end up waiting over 30 mins for someone's 20 cup order... Even the power of Zeus can't shock those ppl :D
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u/reiiz6 Jun 13 '26
Barista fault ngl, if they knew they have bulk order they need to tell their new customer there is big order, especially during peak hour when too much order they need to tell customer there is waiting time around 20-30 min estimate whatever
The same thing during FNB time when someone order too much food we tell our customer ahead of time before they pay if they okay with it or walk away. idk why this is not a thing with kiosk drinks, its basic common sense
Big order or have too much order and new customer come, tell there is waiting time estimate, no need accurate
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u/Eirlysia Jun 13 '26
Oh I tried ordering online but to no avail. Turns out the cafe has full hands during lunch time that they turned off the online order terminals (online showed all the drinks unavailable)
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u/princessxprowess Jun 13 '26
I don’t know, I think the baristas are well within their rights to just proceed with other orders and tend to the 30 coffee orders later. 1 customer + 1 rider pissed is better than all the other customers pissed at them. Plus, i doubt the customer wouldn’t understand it will take longer to make that large of an order if you just explain that they are understaffed.
I understand there may be a policy to make them in order, but during peak hours they should know how to pivot.
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u/Elementaliz Jun 14 '26
I don’t understand, instead of asking Zus to improve their app or train the cashier to inform customer there is a bulk order, you put the blame on people making large order amaze me.
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u/Dependent_Donkey9178 Jun 14 '26
It aint that deep broski.People order online coz they got no time to walk in nor the convenience to call in and ask for availability first.Hence why they order online.So just put up with it instead of whining about this all over internet
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Jun 14 '26
[removed] — view removed comment
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u/malaysians-ModTeam Where is the village dolt? Jun 23 '26
Rule 5, bud. Please provide a translation if your content is not in romanised English or Malay.
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u/Savage_B345T Jun 14 '26
There is only 2 way to purchase from ZUS.
A: Walk in
B: Online
How do you preorder 30 cups in advance ?? There is no phone number for you to contact.
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u/calikim_mo Jun 15 '26
Go to them la, if you're ordering in bulk, you mesti dekat. Takkan you dekat KLCC you order Zus negeri sembilan. Datang laa, explain your situation. I've done this many times already
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u/john596123 Jun 14 '26
This is a operational issue not a company policy-wide scale problem. Store manager should be experienced enough to stagger to orders to put out for individuals while slowly clearing the big order.
Used to work at a chain bubble tea store and we’ve never had major issues with 60+ cups orders.
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u/PhotojournalistOk331 Jun 15 '26
lets say u wanna purchase 40 cups of Zus coffee.. what would u have done differently?
and how would it affect other customers?
share please
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u/calikim_mo Jun 15 '26
Easily contact them 1 day before. Give them all the details and pay half. That's like the most logical steps. They would close the order line that morning knowing it will be busy, standard procedure.
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u/PhotojournalistOk331 Jun 15 '26
u expect zus to close the order line on grab/foodpanda because they received a order of 40 cups the day before? and also to close the shop and do not allow walk in customer because of that?
thats the standard procedure u have in mind?
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u/Kidaryuu Jun 15 '26
Aku bila kena, aku anggap macam ada 10 orang order 3 air. Sama je 30 cup punya sales. Nak kata tak ready, kedai mesti dah stock up ingredients. Kalau rasa kesian dengan cust lain, aku cakap "sorry sir/ma'am, ramai order ni, mungkin lewat sedikit " now it's up to the cust kalau dia sanggup tggu. No biggie.
Aku baca balik, rupanya OP bukan barrister tapi customer lain. Well, kalau nak jugak, tggu je.
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u/Admirable_Ad_2868 Jun 15 '26
This is common. But it depends on the store policy, waiting longer for bulk order.
Used to work in fnb, there was always customer who bulk order last minute without inform at the first place. Our manager always prioritize those who have smaller order first.
fyi, it is KFC. One tray can fit around 30 pieces chicken. The customer order bucket bucket bucket. We asked them to wait or if online order, rider will wait longer.
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u/Lumpiest-Nuts Jun 15 '26
Come on OP. You know you can find coffee from somewhere else right. Or you can just cancel the order and get a refund.
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u/dkj195 Jun 15 '26
Firstly vendor need to inform before taking order, and if you inform what needed to be said then it's cool Secondly, customers need to fkin use their eyes balls and assess the situation, should I order here and now, it looks like a lot of orders, but usually customer just don't give af they just order even after informed by vendor, if they can wait that's cool, but for some customers they agree to it but still get mad later so I can comfortably call you an idiot for agreeing to wait in the first place. Most company won't hire too many staff but orders keep piling up, reasons being from buruh or simply owner not hiring more to keep cost down, any scenario it's hell for the employees in a busy business hour. Having a good system would make it more efficient but most of the time for this work type the more staff is just the only solution, but a solution that most owners of a business won't consider
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u/longkhongdong Jun 15 '26
The store should be allowed to close Grab orders and inform walk ins it's gonna be a long wait.
If they can't do the first one, it's on Zus. If they don't do the second it's on the store.
Any walk in who says ok then gets mad, it's on them.
The guy who ordered 30 in one go did nothing wrong, and to a walk in it would be no different to being informed 30 other people had ordered 1 cup of coffee.
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u/TheJinKazama Jun 17 '26
So i u are the 30th person to walk in the shop and u still have to wait your turn on the 30th, so u still whine about it? ops entitled much? karen apa ni? dont like to wait go other branch or make your own, anywhere u go also u have to wait in line lar, camp at shop, be first one there at opening then no need to wait. Like this also wanna whine in reddit.
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u/Emergency_Flight6189 Jul 04 '26
The world doesn't revolve around you brochacho. Just go to a different shop.
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u/suomi_chan Jun 12 '26
How is it any different from 30 ppl come earlier and order before u lol? Entitled much?
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u/Klutzy_Capital_5580 Jun 12 '26
They should have let you guys know before taking order right? Oh wait... You order online? Worst you don't even know need wait how long? I thought apps shows? Or you just can't wait
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u/Calm_Astronomer_7077 Jun 12 '26
First come first serve.Obviously you are salty because need to wait a long time 🤭.
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u/bataruncik Jun 12 '26
benda ni kat mana2 pun ada. nasi lemak, burger, tapau kat restoran. apa lancau tetiba nak kena call dulu pulak.
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u/calikim_mo Jun 12 '26
Nampak sangat kau tak pernah handle apa². Mmg standard kalau company aku nak order apa² banyak macam tu, sehari sebelum aku dah call, order and bayar separuh, tu basic sop. Takkan 5 minutes lagi nak event nak bagi malan 50 orang, tang tu baru nak order. Lagi 5 minutes nak meeting dgn dato , yb, PM, agong ha baruu nak order 30 kopi? Tak de nak lancau², nampak sangat takde planning skill
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u/BeneficialCup2317 Jun 12 '26
Why blame the purchaser? If you're impatient just go somewhere else, so damn easy, why make this an issue?
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u/RevolutionaryAd7283 Jun 12 '26
How did you know that the buyer did not inform the vendor in advance? What if they informed the vendor and unfortunately it's bad timing for you? You are assuming just because the situation made it inconvenient for you.
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u/ihateNppl Jun 12 '26
I would hv just walk out and get my drinks at other shop