Vashon Hardware Associates, LLC

Complaint: [redacted]
I am rejecting this response because:  It did not happen quietly.  It was announced to the table which was overheard by all the booths, I am sure.  And our Senior Director has no reason to lie about the notification.  You can close this [redacted] case, as it is obvious that their 20% tip is an entitlement, and does not have to be earned by their server.  Let this stand as a  notification to all subjected to the 20% ?gratuity?--it has NOTHING to do with service provided, and I had to fill my water glass three (3) times.
Sincerely,
[redacted]

We are in receipt of your letter of complaint and would like to respond as follows:   To whom it may concern regarding ID [redacted]:   Our restaurant served lunch to a group of 8 women one afternoon. Everything went very well with the lunch, which was served by a highly experienced and...

favored server, until one customer complained about a 20% gratuity on her bill. Our menu states that parties of 8 or more will have an automatic gratuity added on their bill. If this is ever disputed, we happily and respectfully remove it - no questions asked or comments made. Our hostess did not announce anything to the table about the gratuity, but quietly removed it and presented the revised bill to the woman. The woman was very upset and very loud and vocal about her displeasure.   I am the owner and was here that day, so I saw the whole thing first hand. Once this party left, one of the women came back in and apologized for the woman's behavior, saying she was always difficult and she gave the server another $10 tip to make up for the trouble and embarrassment.   The woman who filed the complaint later called the restaurant to complain further. I took the call personally and did nothing but apologize to her for the experience. I did not mention the comment or additional tip from one of the other women in her group.   NO ONE from the restaurant called the Senior Center Manager to complain about this. We don't even have a phone number for the center or know of the manager.   I am so sorry this happened, but it truly was not improperly handled on our part. We have been in business for 12 years and are a beloved community restaurant. Good service is our highest priority!   Sincerely, Melinda P[redacted]