Refused to pay 19% service charge and they called the cops - a new definition of customer service
Saturday, August 23, 2008
I had been a big fan of the old Iberia restaurant in Portola Valley. Decided to try new location. Ambiance was nice and food good. Service was poor. Bus girl took our order, didn't meet the waiter till 30 minutes into our service, had to beg for water and appetizers took 30 minutes to get to table after waiting some 20 minutes to give our order. At the end of the meal we got the bill $409 for 4 people and it included a 19% service charge. We left $400. Waiter came back and said we were short. I spoke to the waiter to tell him that I did not feel the service warranted 19%. He said I had to pay the 19% and showed me the menu (which in fine print) said "prices do not include a 19% service charge" (who reads the fine print in a restaurant anyway?). Amazingly the waiter named Fidel, refused to even hear my reason for wanting to pay less than the 19%. I told him his service deserved no more than a 12% tip and that I had been generous leaving what I had. I said that he should speak to the owner because I had been a customer for many years. Instead he called the police who showed up and said we had to pay and we could take them to small claims court. Policeman warned that this was a frequent problem and that the Menlo Park police dealt with this issue several times a month. Amazing that our tax dollars have two squad cars show up for $9 shortfall (but thats a different issue). Even more amazing that this restaurant can continue to exist with poor service and a 19% mandatory service charge and the attitude that says service or tip is not left to the customers discretion.