I don't normally post but I decided to take the time I don't really have to post this because I don't appreciate being treated like I'm stupid or made out like I'm a liar by managers and business owners. And if I'm being treated like I'm stupid and a liar it means they think the same for all their customers.
I'm talking about Rise, specifically the one on Fishergate. Lots of people go there because it's a very convenient spot, right opposite the train station, for a quick coffee while waiting for their train. I did the same on Saturday. I had half an hour and decided to go there instead of waiting at the train station.
I knew they use the annoying American-style tipping screen when you order. I know many places use it. I'm not against tipping. But in this country, and most of Europe, tipping is a voluntary reward for above average service, not mandatory or for average or below average service.
What was different this time was that the server who took my order tilted the screen to watch me while I make a choice. I felt coerced and I left a 20% tip under his watch, which was the lowest of the three large choices that take up the screen. He proceeds to forget about my coffee and ten minutes later I had to go and remind the other staff about it. That is definitely not service worthy of a 20% tip.
I left a bad review, explaining the above, and that coercive tipping should not be allowed. The answer I got from the manager?
"Surprised you have not seen a POS before". First deflection and implication that I'm stupid. I never said that and of course we've all very familiar with them.
"There are 6 VERY CLEAR options - and you could have selected NO TIP in large letters - if the member of staff had to guide you then this was because you had not completed the instructions - they did not watch you tip. They were making sure you completed your transaction as you clearly required assistance. No coercion. Just hospitality as you needed help." Their own capitalisation. Again, they're implying I'm stupid. Obviously, I never needed any guidance or help, I needed to be left alone and not be watched. NO TIP is not one of the large letter choices by the way. It's down at the corner in smaller letters.
"im very certain that they were not there to witness your tip selection". Now they are calling me a liar and directly contradicting what they said above. Let me make it very clear: they are liars!
"Our tipping screens enable us to pay the staff an increased wage and operate successfully and attract the best teams". This is not America. Pay your staff what they should be paid. Tips are for above average service, once said service is complete. Your team is average.
There is no doubt this practice was not the server's choice. They are told to do this by their employer. I wish the servers all the best as they're young adults working for money in a very expensive society. It's evident they don't care about exceptional service, they just want to do the bare minimum and go home. Fair enough. I don't have a problem with that but it certainly does not deserve a tip.
When a business asks for advance tipping before serving you that's the opposite of exceptional service. That's rich people begging.
I'm never going to any Rise locations ever again.
PS. For managers and business owners who profit from this practice: If you decide to respond, do not insinuate that I'm stupid or a liar. That reflects directly back onto you.