Nami Restaurant

Dear Dispute Resolution Specialist at Revdex.com,
I’m writing this letter in response to the complaint that was received to Revdex.com. Assigned ID # ***
My name is *** *** the manager who was working the night of the incident on 10/22/2014. I remember the details of
the incident very clearly. Customers came in with party of (adult and child) as noted by the customer on the letter. Our company policy is that with large party there is 20% gratuity that is added on the final bill which is noted on the menu. They came in as one party and they split up the sitting how they wanted to sit around the grill of the Hibachi which is made to sits anywhere from to people and they decided to split up the groups as they did and those grills are side by side where each customer sitting on those grills can talk to each other. Main issue came about when the final bill was given with 20% gratuity. Customer noted “additional gratuity” but it isn’t additional gratuity added but just 20% gratuity. On one hibachi, there was party of people and they all paid separate with no issues at all. On the customer hibachi, they paid in separate bills. One of the couple had no issues paying either. She was the only one that had issues of paying 20% and asked for manager. I arrived at her table and ask is there issue with the billShe said “I will not pay this 20% gratuity and you are going to take that off right now?” I asked her was there issue? And she just replied with “You are going to take that 20% off because I am not going to pay.” I told her that as part of the company policy that we add the 20% gratuity on all the bills with large partyShe said that she wasn’t part of the group which I stated that “I sat all your party as one group so I know you were part of the group.” She also stated that when server asked her “Were you part of the group, I don’t understand why she would say she wasn’t when stated on the complaint that she came in as part of the group. Only after I told the customer that she needed to pay the full balance of the bill she stated that she didn’t get any service. Why didn’t the customer state the issues she had with server and that is the reason for not wanting to pay the 20% gratuity? After talking with the customer, she said fine so I figure she was going to pay the balance due and I left. My server came back and told me that she wasn’t going to pay again so I had to go back to her to talk to her and each time she said fine. 3rd time I was ask to see for the bill that is when I told her it is up to her to pay the final bill or I can have the police come in settle the issues. Customer also noted that on the complaint that server was fearful. I don’t understand that part. I have nothing to do with the tip part of the bills Tips are taking by the server each and every day so if they are shorted on the tip part, the server is shorted. Not I or the company. To be honest, the server who took care of them were afraid of the customer for being rude and being loud so the server had to ask another sever to go back to pick up the check. Why would she be the only one that had bad service? The rest of the party had no problem paying the bills as they enjoyed the food and the service they received. They even said "What is the problem; just pay and let’s go."They all end up leaving and this customer was the only one left still refusing to pay the bill. I called the police to settle the issue since she was getting irritated and started to be loud and I didn’t want to continue to deal with the issues after times. Police came and settle the issues
If you have any further questions you would like to ask, you can reach me at *** or via email ***
Thank you for your time,
*** ***