Mandatory 20% on Buffet?

First I would like to preface this post with the following information: I wrote this restaurant a letter (by hand) and put a stamp on it and mailed it. It was not at all rude and actually quite understanding. It just described our experience - both the good and the bad. I included all my info and NO ONE has replied with an apology or anything. I'm really disappointed.

So, we went to a $30 a head buffet for Mother's Day a few weeks ago and my blood is still boiling from the experience. The food was really terrible and the service was abysmal. (I'm smart enough to lower my expectations on holidays like this. Still, it was bad.) The server chatted at the server's station all morning while our coffee cups and iced tea glasses went unfilled. The SA cleared our plates. We stayed an hour and didn't hog the table. We made no special requests for our infant or anyone else at the table for that matter. We ate what we took - for the most part - but some of it was impossible to choke down.

So, our server added 20% to our bill for our party of 6. The menu says that's going to happen at dinner, but at a buffet? So our server "earned" $35 for bringing a few drinks and taking away a few plates. With a 3 table section that's almost $100 an hour. Does this seem right to everyone? Am I being cheap? Honestly, I tip 20% at buffets a lot but only if the server takes care of me.

My question is, do I have beef with the offending restaurant or not?

You have a beef, but, based on what you wrote, there might have been a better way to handle it.

There have been multiple conversations on this forum regarding "mandatory" gratuities. My thinking is that unless the server thinks he/she is going to make more by letting the customer choose his/her own tip percentage, then the server is going to go with the mandatory "as written on the menu" top ever time.

Just because the server tags on the charge doesn't mean you have to pay it. If you felt that the charge is uncalled for given the level of service, then you should have talked to the manager on duty and voiced your concerns.

I'm willing to bet - if your letter is friendly enough in tone - that the establishment will see it that you are given something in compensation (a minor gift card, maybe?) But, I don't see you getting that money back.

I'd rather talk to the manager and keep the extra money in my pocket as compared to complaining in writing because, more often than not, whatever you get from your complaint (as compensation) only leads you to return to that place to spend more money. I'd like to have more control over such choices.

You have a beef, but, based on what you wrote, there might have been a better way to handle it.

There have been multiple conversations on this forum regarding "mandatory" gratuities. My thinking is that unless the server thinks he/she is going to make more by letting the customer choose his/her own tip percentage, then the server is going to go with the mandatory "as written on the menu" top ever time.

Just because the server tags on the charge doesn't mean you have to pay it. If you felt that the charge is uncalled for given the level of service, then you should have talked to the manager on duty and voiced your concerns.

I'm willing to bet - if your letter is friendly enough in tone - that the establishment will see it that you are given something in compensation (a minor gift card, maybe?) But, I don't see you getting that money back.

I'd rather talk to the manager and keep the extra money in my pocket as compared to complaining in writing because, more often than not, whatever you get from your complaint (as compensation) only leads you to return to that place to spend more money. I'd like to have more control over such choices.

Well, ignore what I said about hearing back from the business - I didn't read the entire post with attention.

Please share with us what rest from this was. Not only will we keep our eyes open when dining there but a lot of restaurant staff participate here. They might be able to provide some insight.

Thanks, gang, for your posts. I wanted to mention the reason we didn't cry foul on the spot is that we had a fussy baby plus we were treating my mother-in-law to brunch. We didn't really have the time to hang around and argue. Also, I think if you're treating someone it does look a bit tacky to haggle about the bill in front of them. (Especially if those people are your in-laws.) Normally, I would have said something in person but it wasn't a good time for me, nor was it a good time for anyone at the restaurant - it was 11:00am on Mother's Day. If it were just my husband and me, I would have stayed and spoken with a manager. I agree with everyone's observations.

I did not tip on top of the 20% although I have routinely done so in the case of excellent service.

As of today, I have not received any correspondence from the offending restaurant. I know folks want me to name names and I don't think I'm going to do so. I will say that it's a shame that a local, East-end restaurant serving Southern-inspired food, owned by a decorated chef couldn't be bothered to reply to someone who spent $250 on a less than mediocre brunch.

As of today, I have not received any correspondence from the offending restaurant. I know folks want me to name names and I don't think I'm going to do so. I will say that it's a shame that a local, East-end restaurant serving Southern-inspired food, owned by a decorated chef couldn't be bothered to reply to someone who spent $250 on a less than mediocre brunch.

I was going to say, good for you for not naming names... but

At this stage, almost a month out, your last course of action is a phone call to the restaurant in the next day or so. I wouldn't wait too much longer to call and voice your complaint(s).

While I am not making excuses for said decorated chef, it is highly possible that he/she never even saw the letter and therefore cannot right a wrong that they are unaware about. In corporate settings, where my roots are planted, most executives have people who sort mail for them. This letter could have gotten buried or just pushed aside. Or, the flip side, it could have gotten tossed into File 13. Follow-up from both sides of the issue is extremely important as problems do not generally resolve themselves.

Slightly off-topic but whenever my girl friends and I have our monthly dinner, I always scan the menu to see if gratuity is added for a party of six. No one else seems to catch that line. Since we've been doing dinner, going on four years now, only 3 or 4 restaurants have had the "18% gratuity added for parties of six or more" at the bottom of the menu. Do you know how many times that gratuity has been added? Zero times. Interesting, isn't it?

OK. This is the last post. I'm not going to beat this dead horse anymore.

I just want to be fair and note that as of last week, I had received correspondence from the offending restaurant and the chef acknowledged the shortcomings and apologized. His letter addressed my concerns and it was quite clear that my letter was carefully read. He explained that action was taken with regard to the food and service. Although I requested no compensation, it was enclosed. If we go again we'll pay full price. Really, I wasn't looking for a handout.

Also, I think I did a pretty good job of not naming names. Four restaurant owners from this forum contacted me and wondered if they were the offending restaurant. So, I think some anonymity is preserved.

[Robin Garr]

OK. This is the last post. I'm not going to beat this dead horse anymore.

Thanks for the follow-up, anyway. It's fair to debate the issue of anonymity as a general thing, but ultimately it was your issue and your right to make your decision. Thanks for filling us in on the details and, as Paul Harvey used to say, "Page Two!"

Now that this one's over, I hope you'll stay around and join in our regular conversations about good things to eat and drink in Louisville.