Dear Customer care at Groupon,
I became aware of your company on Facebook this week. I signed up for your $10 coupon for $25 worth of food at Colibri Mexican Bistro in Union Square in San Francisco, CA.
I have been a very happy customer at Colibri since the summer early 2005. I presented my server with my coupon at the start of my meal with my friend William. We had a lovely dinner, two drinks a piece and then hung out well after receiving our check.
I was shocked when I received my bill and Colibri had chosen to add a mandatory 18% gratuity to the check in addition to a separate line for an additional tip! I asked for our server as I am accustomed to having an automatic gratuity added for parties of eight or more. Since I was in a party of two, I was surprised.
The server sent over the manger who proceeded to argue with me about the Groupon coupon. Here is what YOUR Groupon states:
- $25 Groupon to Colibri Mexican Bistro
- Redeem at: 438 Geary St
San Francisco, CA 94102 - Special Instructions:
- * 1 per table
- * Good for food only
- * Tax and gratuity not included
- * Not valid with other offers
The manager argued with me and told me that he had the right to add an automatic 18% gratuity to my check to ensure that his staff was compensated and to ensure that he received compensation for the fact that I had a $25 coupon.
I stated to him that the plain English in the coupon was clear: the $25 discount was for food only and the Groupon did not include tax, alcohol or gratuity. The Groupon (as written above) DOES NOT STATE that the restaurant has the right to add gratuity to the bill at a whim.
The male manager proceeded to tell me and my friend William that he was going to charge our credit cards for the total amount, including the illegal 18% gratuity that he added. I told him I would not pay the forced gratuity, that I normally tip 20% and that I would put the entire charge into dispute with my credit card company and file a complaint against his restaurant with the City and the Better Business Bureau because NO WHERE ON THE GROUPON DOES IT STATE THAT THE GRATUITY WILL BE AUTOMATICALLY INCLUDED IN THE FINAL BILL.
The Manager decided to stop arguing with me and took the forced/automatic gratuity off our bill. We then proceeded to tip more than 18% percent and left.
This was the worst experience I’ve had at Colibri in five years.
Please ensure that YOUR staff and the VENDOR staff understand the TERMS of the subsidy being offered so that the CUSTOMER WHO PURCHASED THE SUBSIDY IN SUCH A CRAPPY ECONOMY CAN ENJOY HIS/HER GROUPON AND HIS/HER MEAL.
I hope the 287 other people who purchased this Groupon don’t run into the same situation.
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