A coffee shop in Penang’s Pasar Lebuh Cecil has come under online criticism after multiple Google reviews accused one of its staff of being rude and overly loud.
In response, the shop owner has taken to Facebook to explain the truth behind the situation.
Speaking to China Press, Cheong (42), said the staff member in question, 54-year-old Chan Kuok Tat (transliteration) — also known as “Ah Tat” — has hearing difficulties.
This, he said, is the reason for the volume of his voice, not bad manners.
He speaks loudly because he can’t hear well, not because he’s being rude,” the owner wrote, urging customers to be more understanding.
Employee praised for work ethic
Cheong also described Ah Tat as one of his most hardworking employees.
Despite having only worked there for two months, he’s known to take initiative, often rushing to greet customers and take orders even though he was told not to.
Cheong initially assigned Ah Tat to simpler duties like making drinks, serving food, and washing cups due to the complaints.
But Ah Tat insists on helping out wherever he can, even running out to offer menus to drivers parked outside the shop.
There are times when he makes mistakes, like repeating orders or mixing up drinks — ordering iced chrysanthemum instead of iced coffee,” Cheong admitted.
“But I’ve never hired anyone as hardworking and humble.”
Ah Tat is said to arrive an hour early each day and stays back long after his shift ends.
“He’s supposed to work from 7 am to 6 pm, but he often comes at 6 am and leaves around 9 pm,” said Cheong.
The owner shared that Ah Tat is single, lives in Jelutong, and commutes daily by electric bicycle.
He came to the shop multiple times asking for a job, and Cheong finally hired him so he could earn a basic living.
Netizens remain divided
Despite the clarification, online comments remain mixed.
Some reviewers complained that the staff member was pushy and didn’t give them time to decide on their order.
“One uncle handed me the menu and immediately told me what to eat,” a user wrote. “I didn’t even have time to look at the options.”
Another added, “When he asked what to drink, he just said, ‘Water ordered or not?’ — very rude.”
Others remarked that his loud voice dominated the entire coffee shop.
Still, Cheong stands by his employee. “He’s doing honest work. He didn’t beg, steal, or cheat. I hope customers can give him a chance.”
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