The food and service were great, but the way the bill was handled completely ruined the experience for me.
This review is based solely on what happened last night when we paid our bill.
There were four of us in our party on a Saturday night. When we asked for the check, our waiter brought over the Clover payment machine and held it in front of me. The first screen showed the total, but it did not show an itemized breakdown. When I hit "Next," it immediately brought up the tipping options (15%, 18%, 20%, etc.). I entered my tip amount, selected next, tapped my card, and entered my PIN.
After the payment processed, the waiter handed me the itemized receipt. That's when I noticed there was already a 20% service charge added to the bill, on top of the tip I had just entered.
So essentially, I was about to leave a 35%+ gratuity/service charge without realizing it.
I went to the front and brought this up with the woman there. She explained that a 20% service charge is automatically added to parties of four or more. I understand that a restaurant can have its own policies, but customers should be clearly informed about an automatic 20% service charge before being presented with a tipping screen.
We eat out often, and while automatic service charges do exist at some restaurants, the issue here was the lack of transparency during the payment process. If I had seen the itemized bill first, I would have known the 20% service charge was already included and could make an informed decision about any additional tip.
To their credit, they refunded the original transaction, and I was able to remove the additional tip. I appreciate them correcting the charge, but the situation left a bad taste in my mouth.
I honestly felt like I was about to unknowingly pay well over 35% in gratuity/service charges. That's not something I would have knowingly agreed to.
If the restaurant simply made customers aware of the 20% service charge and provided the itemized bill before asking them to select a tip and pay, this entire situation could have been avoided.
What's especially disappointing is that I would have given this place 5 stars based on the food and service alone. It's a small business, and I actually want to support small businesses. I've also given this same restaurant in the SG Food Hall a 5-star review in the past, so I don't make a habit of leaving negative reviews.
Unfortunately, based on what happened last night, we won't be returning.
The food was great. The service was great. The payment experience was not.
Please just be transparent about the automatic service charge and give customers the opportunity to see the itemized bill before they are prompted to add an additional tip. read more