I'm giving Top Mix Jamaica Plain one star--not because the food was terrible, but because of the service and, more importantly, the automatic 20% gratuity policy.
The food was actually alright, and our server was very friendly and pleasant, especially at the beginning. My issue is that the level of service we received did not warrant a 20% tip.
There were only three of us at the table. My sister and I each ordered two alcoholic drinks. While we were still halfway through our first drinks, our server checked on us and we specifically told her that we planned on ordering a second round once we finished. So she knew we wanted another round.
After we finished our drinks, we waited approximately 10-15 minutes for her to return. Eventually, I got tired of waiting and got up to walk toward the bar to order another drink myself. That's when I saw our server sitting at an empty table on her phone. Once she noticed me walking toward the bar, she approached me, and I explained that I was going to ask the bartender about another drink. She then finally came back and took our second drink order.
I don't expect a server to hover over my table every five minutes, but if a restaurant is going to automatically charge customers a 20% gratuity, I absolutely expect service consistent with a 20% tip. I should not have to get up from my table and walk toward the bar looking for someone to take my drink order while my server is sitting at another table on her phone.
Then the bill came to approximately $186, and we discovered that a 20% gratuity had already been automatically added. I questioned it because we were only a party of three. That's when I was shown the fine print stating that Top Mix automatically adds 20% gratuity not only for larger parties, but also for any bill totaling $100 or more.
That automatic $100 threshold is what really bothers me. Three people can very easily spend more than $100 at a restaurant, especially when ordering cocktails. Automatically requiring a 20% gratuity regardless of the quality of service takes away the customer's ability to tip according to the service they actually received.
I regularly tip 20%, and when the service is exceptional, I have no problem tipping 25% or more. I believe great service deserves to be rewarded. But that should work both ways. If you are going to automatically require customers to pay a 20% gratuity, then the service should reflect that expectation.
Again, the food was fine and our server was friendly. This review isn't about personally attacking her. It's about a restaurant policy that I strongly disagree with combined with service that, in my experience that evening, simply did not justify an automatic 20% gratuity.
Customers should be made very clearly aware of this policy before ordering, especially when the automatic gratuity applies to something as ordinary as a $100 check--not just a large party. read more