Seated quickly in restaurant but b/c there were 8 of us, waitress ""Jo"" figured no need to work for 20% gratuity, since 18% was a guarantee of which I was unaware. Dirty dried food encrusted on utensils which were sent back immediately. After sitting there observing two other parties arrive, have drink orders taken, drinks brought out, food orders taken, power/ game cards issued, and one party started receiving food, I was highly upset. I tried to be patient, but this was the last straw! Jo comes and I request to have our orders taken. Recvd food around 845pm, which is ridiculous. Two dishes returned because the food was not hot. Mgr"" Chuck"" notified. I decided I did not want any food for myself. I recvd my bill, with 18% automatically added. I spoke with "" Jo"" and explained to her that I did not feel she deserved 18% based on her poor service. She had no explanation, and stated she would go get her mgr. Mgr and Jo were observed laughing together and Mgr Chuck took about another 5 min to come to me. After further explaining my position, Mgr Chuck tells me "" we have people who try this all the time! Come in and don't want to pay!"" If I was in shock before, I was on the emergency table now!"" What was he trying to say! I just tried to pull a fast one and not pay. I never stated I was not going to pay my bill, I stated I was not willing to pay an 18% GRATUITY for poor to no services rendered to Jo. I wanted to give the monies to those who helped us. Mgr then calls the police on me and says, "" I have an irate customer who is refusing to pay her bill!!"" This was a blatant lie., but nevertheless I sat there for them to report. Security came, Mgr Chuck spoke with them, about 3 min later, security guy spoke with me, and stated he fully understood my issue and that he was under the impression there was a customer trying to get away with not paying a bill at all! Security stated he did not see how I could be made to pay gratuity if services were poor. The three people left, and I was left sitting there, with no comments from the mgr. Later here comes not one, but TWO, police officers. Again I explained my situation and one of the officers stated t, I should contact the corporate office, to resolve this dispute. I asked to see where it was stated it was a requirement and I informed the officer, the waitress should have informed me and he agreed. Nevertheless, I am required to pay the bill, or they would have to go another route. I stated I would under protest only because the police said I had to pay or else and I had my family coming now to see their aunt surrounded with police officers. They were very startled and at that point, I resolved to do as required by the police.
After all of that, "" Jo "" tried to pull a fast one. I gave her $55 dollars in cash, the rest of the bill was on charged card. However, charge card receipt had $20 dollars more charged. I summoned for Jo again and asked that she return the original receipt, which she did. I reviewed the new receipt generated after adding $.75 for birthday ice cream in system, Jo inputted $20 less cash than was recvd, charged additional $20 to my charge card and I immediately noticed the obvious cash discrepance and brought it to her attention. She motioned for her pockets, but never reached in, and replied, "" Oh you gave me $55, well let me change that. She never checked the register, or even the actual monies given which leads me to believe she knew what she had done. You have to make sure u always check your receipts and bill. I still don't understand why I have to pay 18 % to someone who did not help me. Working in customer service, writing letters is how you see results.
Cons: RESTAURANT SERVICE/MANDATORY 18% CHARGE