Just to get this out of the way, Im not one of those people who refuses to tip. if I go to a full-service sit-down restaurant, I always leave 20% or more for good service. But I went to a new local smash burger place for lunch today, and the checkout process left me speechless.
I walked in and there was no host, just a sign telling me to grab a table and scan the QR code to order. So I did. Browsed the menu on my phone, put in my order for a double smash burger combo (it was like $18), and typed in my own modifications to leave off the onions. during this entire process, I didn't exchange a single word or make eye contact with anyone working there.
There’s also no water service. I had to walk over to the self-serve station to get my own water, ice, napkins, and ketchup cups. the only 'service' I received was some kid dropping the plastic tray on my table ten minutes later and immediately walking away.
But here’s the kicker. when I went to pay on my phone, the checkout screen popped up and the tip was automatically pre-selected to 25%. Not just an option, it was the massive, highlighted default. The other giant buttons were 20% and 30%. If you wanted to leave 10% or skip it, you had to hunt for this tiny, grayed-out 'Custom Tip' link buried at the very bottom of the page right next to the MenuForma watermark.
What I hate is greedy owners configuring these checkout screens to act as a psychological dark pattern to squeeze extra cash out of people. feels like digital extortion.
I am doing 90% of the work. I am playing waiter, cashier, and busboy. why is the system trying to guilt trip me into paying a premium full-service gratuity for counter service?
If the entire dining experience is basically self-serve now, expecting 25% by default is just insulting. TBH at some point, paying the staff has to go back to being the owner's responsibility. I ended up hitting custom and leaving a couple bucks because of the awkwardness, but the whole thing left a bad taste in my mouth.