Are restaurants ripping you off?
Filed under: Entertainment, Food and Drink
Restaurants charging for ice! That's the most ridiculous thing I've heard, but it happened, in Rye, a swanky New York eaterie. Charging a hefty amount for drinks is part of living in a city, but charging for ice, and having this show up on your bill is blatantly ripping off your customers.But it's not just New York, and it's not just ice. How many restaurants in the UK try to charge for tap water? And worse than that, they don't just want to bill you for water, they get annoyed when you ask for it as well!
Most of the time, the water is charged and called a 'service charge'. But a service charge for someone bringing you a glass of free water is just plain madness. It makes me wonder, where else are restaurants ripping you off? Here are my favourite money grabbing tricks.Supplement charges
Oh dear. You sit yourself down for a lovely meal, and then find that half of the choices come with a £3 supplement. Why? Why doesn't the menu just say what the meal should cost? Because in your head, you think "oh it only costs a couple more pounds". This is blatant ripping off. If you don't go for the supplemented meal, you're often left with less tasty options.
Water charges
It's just not OK to be charged for water. No way. And it's not OK to get annoyed when I ask for it. On that note, well done to Italian chain Strada which offers complimentary bottles of filtered water with your meal.
Condiment charges
Crazy as it seems, there are places that charge for condiments. Even something as simple as ketchup. Offering condiments and sauces as though they're free, and not telling you there's a charge really makes me angry.
Cover charge
Most restaurants will automatically charge you a cover charge. So before you've even ordered, you've spent a few quid. Here's the thing, if I'm there for dinner, I don't necessarily want to load up on bread and olives before I order. Yet I feel like I'm forced to eat them if I've paid for them. I often don't mind, and given the choice I might even order them, but I want the choice!
Service charge
I don't mind paying service. Not at all. If it's good. And it it actually goes to the waiter who served me. Service charges often don't. You're forced to pay something that sometimes isn't deserved. So if you don't think the service was good, or, if you're not happy, don't pay it. It is optional, and they can't fight you on it. But wouldn't everyone be a lot happier if you had the option to tip?
What's the worst charge you've experienced while eating out? Tell us in the comments.
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Reader Comments (Page 1 of 2)
2-24-2009 @ 12:07PM
stephen davies said...
Are restaurants ripping you off?
There seems to be a new trend now in these buffet-style, Chinese and Indian restaurants, regarding water. There's notices outside, stating : "We do NOT serve tap water". You're scolded for asking for it and summarily refused. Instead, if you just want water with your meal, you're 'forced' to buy bottled, still/sparkling mineral water at a minimum of £1.35 for 300ml or a whopping £2.95 for either a 750ml or 1 litre bottle, depending on the avarice of that particular establishment.
This practice just seems like a way of ensuring that even if you try and avoid the ridiculously inflated charges for alcohol or soft-drinks, they can still screw you if you choose water.
I thought that it was contrary to either trading standards or health & safety requirements, to refuse a request for tap water in a restaurant, or am I mistaken in thinking this?
Reply
2-24-2009 @ 12:13PM
Sian said...
My understanding is that you have to be served water if you ask in an establishment that serves alcohol. But, a restaurant can charge whatever they like for it. This does mean though, that some Indian buffets, where alcohol isn't served, could refuse to give you tap water if you asked for it.
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2-25-2009 @ 1:31AM
David Butler said...
With reference to the above comments, I would like to point out a few things. Do the restaurants get the water free? Answer: No. Do the restaurants get the glasses free for the water? Answer: No. Do the restaurants get the staff free to the supply the customer with the water? Answer: No. Do the restaurants get free washing up for the glasses? Answer: No. Now I appreciate this may sound a little bit tight but you times it by 40, 3 times a night and it adds up to quite a lot.
Sorry for the rant.
Dave.
Reply
2-27-2009 @ 6:02AM
rob hutchinson said...
Do the clients pay for the meal?
2-27-2009 @ 9:36AM
Kelv said...
Dave, Of course you're right, but lets not forget we're talking about a glass of tap water, nothing more. Shouldn't the focus be on keeping the customers happy and doing what it takes to encourage them to come back and to recommend the restaurant to friends and family. Caroline's got the right approach and I doubt that her water rates, staffing and running costs are increased by more than a few pounds a year, and I suspect that they are more than offset by the extra revenue earned from adopting such a customer friendly approach.
2-25-2009 @ 8:40AM
mario woode said...
Condiment charge has made me stop eating in Mcdonalds at Birmingham. I also agree that service charge should imply service I will tip and have done it at Beefeaters and Nandos and even buffet if i get good service,
This would prompt cleaning of dirty plates and serving of drinks especially within large groups Then again as an American my wife is shocked by my tipping in these places as she is of a different culture
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2-24-2009 @ 12:29PM
Pete said...
Not so much a complaint as an observation !
If you add a gratuity to your bill , the staff usually only get around 40% ... the balance is claimed by the employer as "service charge" to process the extra amount , change the VAT & Tax element and finally add it to the wages !!
Leave cash !!
Reply
2-24-2009 @ 1:27PM
Caroline said...
I have read with interest the article and comments Are restaurants ripping you off? As a restaurant owner it is annoying when articles such as this imply that most restaurants are guilty of these practices and subsequently give the industry a bad name. We happily offer and serve tap water (with ice and lemon), we have complimentary bread, butter, olive oil, tapenade and a bottle of balsamic vinegar on every table, a complimentary demitasse of homemade soup or canapes are also served before every evening meal, we never charge for condiments, or extra for vegetables and potatoes or cover charge or service charge and any tips left are 100% given to the waiting and washing up staff.
Reply
2-27-2009 @ 6:10AM
Fred said...
Caroline,
your restaurants sounds like the sort of one I would like to eat in and come back to, as I would assume most of your customers do. Sadly, there are few like yours that I have visited. Maybe I've just been unlucky.
2-25-2009 @ 6:00AM
zenji said...
@Caroline - i don't think the article implied it was the entire industry -- just a few. actually, i think its those restaurants who are giving others a bad name, not the article.
that said, based on your description. i would definitely eat at your restaurant :)
Reply
2-25-2009 @ 6:11AM
Sian said...
Thanks for your comments guys! The article certainly wasn't meant to offend, and I don't want to put all restaurants in the same (bread) basket. The article shows an extreme - charging for ice. But I also mention Strada who offer complimentary water so I think it's more balanced.
There are lots of restaurants out there who offer the things Caroline mentioned as standard. I just wish it was standard across the board.
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2-27-2009 @ 6:00AM
Tony Glazier said...
There was an Indian Restaurant at Edgware in NW London. Their food was very good but after the meal I asked for a glass of tap water and iit was refused saying that i had to have a bottle of their water at about £3.95
I never went back there and on passing a few weeks ago saw that it had closed down. I was so pleased because if only they had given me that glass of water, I would have gone there for a meal every few weeks and it may well have been able to stay open!
Tony
Reply
2-27-2009 @ 6:01AM
Karen Morrison said...
I too am a Restaurant owner - and as David Butler has pointed out - WE get charged for our tap water - not just Restaurants - but all Commercial premises get charged.
We do not charge for tap water although I think that we should be able to without question, drink is part of a meal. If you want to drink tap water - do this at home with a takeaway, where you serve and clean up after yourself and of course receive as much FREE tap water as you require.
If someone asks for water - unless they specifically ask for tap - we automatically give bottled at a cost of 80p.
I also own a Bar and we provide free drinking water without question of charge because we feel this is beneficial to someones health at certain points and is part and parcel of a responsible licencee.
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2-27-2009 @ 6:01AM
David said...
The National Trust Restaurrant at Killerton. We were asked if we wanted bread with our soup. No mention of money. When the bill came it was 85p for a bread roll without butter.
We won't be going there again.
The restaurant lose a lot more in goodwill that they make from the water.
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2-27-2009 @ 6:10AM
Graham said...
If, when they asked if you wanted bread with your soup, you were not informed there would be a charge and it was not displayed as a chargeable item, then you DO NOT have to pay for it. I have encountered the same scam (but with different items) and complained, informing them of the illegality of such practices, the charge was immediately taken off the bill - Try it!! It is illegal to charge for an item that is not displayed as such or at the time of purchase you were not informed that the said article was chargeable, but it is YOUR responsibility to check the Menu for such a charge, if the charge IS displayed you have to pay for it, "I didn't see it" is not an excuse legally, morally they should tell you, legally they don't have to if it's displayed (look in the 'extras' section). However most establishments will, for customer good will, waive such a charge.
2-27-2009 @ 6:02AM
jaswir singh said...
How ridiculous to think waiters should get the service charge straight into their pocket! In some plush restaurants the service charge amounts to hundreds of pounds per evening, per waiter. Tips to waitresses in these places similarly can be hundres of pounds. Especially those with a good smile and sexy dress. What on earth makes them deserve that sortof money. They only get it because of the millions spent on the restaurant set up, the rent and rates of the establishment. If they were in a macdonalds working twice as hard, the cusomers there wouldnt leave them a penny, how ever good teir smile or service.
can a £1500 a week tips be justified for a waitress? How stupid to think she is the sole creator and presentor of the meal and to think the establishment is too rich. Does anyone know that to run a rstaurant is the most risky business and that the owners are the most regulated people in business? what service charge do you think does an owner deserve for his sleepless nights about all the regulations he has to meet- the cleaning schedules , the temperture records, the stock checks, the quality control ? The VAT, the water bill, the liqour license, music license....
customers are in ignorant bliss about the work behind a short skirted waitress they want to tip for a lovely meal. And they insist it must go to her - totally.
Try and put yourselves in the owners shoes- speak to the owners and you will find out how difficult it is to survive- then tell yourself how much of the tip should go to the waitress.
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2-27-2009 @ 6:11AM
Graham said...
What utter rubbish, it sounds like very sour grapes to me Mr Singh, the waitress is the point of contact between the customer and the Restaurant, the restaurant is as much judged on its service as the quality of it's meals, if either is deficient it lowers the 'experience' you can have the best meals in creation but if the service is poor, the customer, for it is he that pays your bills, is just as likely not to return as if the meal is poor. It is the price on the menu that should cover the costs of running the establishment, to resort to a service charge as an extra cost to the menu price and then put the charge in the owners pocket with nothing for the waitress (which is what Mr Singh is suggesting) is disgraceful. The comparison between 'plush restaurants' and McDonalds just doesn't make sense, the two establishments are light years apart and designed to cater for opposite ends of the spectrum, there is no waitress service as such in McDonalds, it is purely a fast food eatery, I would be interested to know where Mr Singh gets this figure of a waitress earning £1500 a week in tips (£78,000 a year) tell me at which restaurant you obtained your figures Mr Singh, I'll apply for a job there!!! All the whinging about the 'sleepless nights' 'regulations' etc etc sadly reflects Mr Singh's attitude to the restaurant business, I don't deny times are tough at present and efficiency in business practice is paramount, part of this is your 'front of house' Mr. Singh, the customer is in a restaurant for the entire experience, if any part is lacking the customer is unlikely to return, so begins your 'sleepless nights' surly, rude, clumsy, inefficient waiting staff mean the customer has not enjoyed the experience and will pass this on to colleagues, word will soon get around. Equally true is the fact that if the experience has been memorable (for all the best reasons) this will also be communicated to colleagues. Remember Mr Singh, a gratuity is EARNED and the size of the said gratuity reflects the enjoyablity of the visit. In conclusion my comments would be stop bitching about your misfortune, change your attitude and let the staff have what they have properly earned, if you do, you have a good chance of avoiding what you obviously fear most, the failure of your business, remember, 'when the going gets tough, the tough get going'
2-28-2009 @ 4:17AM
Kelv said...
There isn't much more I can add to Graham's reply to your message, Mr Singh. He's spot on. My wife and I have often tipped waiting staff to reward excellent service and not all the waiters were wearing sexy short dresses either.
2-27-2009 @ 6:02AM
kate westgate said...
just to say, that we've been invited to a b'day bash this weekend. we're going to an italian restaurant and we are a party of 17. if we'd been a party of under 10, no service charge - but as we're over 10, service charge! so much for bulk buying, so-to-speak! they'll be making 100's of pounds out fo us that evening - that's downright mean i think!
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2-27-2009 @ 2:41PM
Graham said...
Yes, that is mean, if nine couples (yes I know it's one more) booked separate tables they'd have the same workload. All it involves is moving some tables together--BIG DEAL!!! Personally I'd tell them either they drop this ridiculous charge or you'll take your business elsewhere, then do it, In these recessionary times there are plenty of restaurants who would jump for joy at such a large order and welcome you with open arms and no service charge. If you let them get away with it, they'll keep doing it. If enough people let them know this behaviour is unacceptable by taking their business elsewhere, they'll soon stop it or go out of business and if they do I won't shed any tears.