Michelle S.
Yelp
***UPDATE FOR OWNER'S COMMENT***
Your attachment didn't work, so I uploaded mine. As everyone can see, the bottom of the bill clearly states that "Tips is not included" and it lists the appropriate amounts per percentage. Yet you decided to charge my card the 18% tip anyways. Yes, the waitress said she would refund me the money, but this isn't about the money. It is about the service and how you believe its okay to mislead your customers.
If you're going to charge yourself an 18% tip, then provide the service that deserves that amount. The fact that my guests and I had to constantly ask for items that your waitstaff kept forgetting is not good service. You only had three people managing an entire restaurant on a holiday with several large parties. If other restaurants charge a tip like this, they give the appropriate service and have proper management.
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The food at Kebab House tastes fine but the service is terrible and they charge your card extra without telling you!
My family and I had gone here for Mother's Day. I had called around noon to make a reservation for 7pm for ten people. We all arrived on time and were seated promptly.
The waitress came over to take our orders and told us that there may be a slight wait because they had a lot of take-out orders and the restaurant was busy but she'd have the complimentary salad and bread delivered to our table along with water right away. This was all fine, since it was Mother's Day and expected it. We thanked her for letting us know and we waited for the salad and bread.
We waited for over an hour for the food to arrive! And during this hour, we had to repeatedly ask for the salad and bread. They didn't even bring us water until we asked them THREE times. I understand they were busy, but how are you going to seat people at your restaurant and not bring them water? When they did bring us the water, it was the Poland Spring bottles for each of us. I didn't think much of it at the time because everyone was a little frustrated and hungry.
The food finally arrived and tasted fine but they kept forgetting to bring certain items and had to be reminded of them until they brought it out. It seemed like they kept forgetting about us even though we were the only large party there.
When it came time for the check, I saw that they had charged me for each of the Poland Spring bottles given out. I thought it was ridiculous. I've never been to a restaurant where they charge for water. But I let it go, seeing as my guests were waiting for me. Besides that, the bill stated the total price for all the items and below that was the "suggested gratuity" list commonly shown at other restaurants. I gave her my card to charge the total amount and figured I would put the tip on the card. When she gave me the receipt to sign, I saw that she charged me a very large tip! I asked her why she did that, and she claimed that it was a "standard rate" they charge on weekends and holidays for large parties.
I told her, "tips are given by the customer to show appreciation of service. You can't decide how much to charge my card without telling me!" She had only shown me the total for the food, SHE NEVER TOLD ME she would charge me this "service fee" when she took my card. I was really upset because it seemed like theft. I had never experienced such a thing at any other restaurant!
Overall, I was really disappointed with my experience here especially since I had brought guests. Very poor service and management. I won't be returning to this restaurant.
