U-Pick — Local services in Trinidad

We’d been to this place a couple of times before and loved the concept, the food, the fresh local produce and the friendly, attentive waiting staff.

When we finished eating we discussed leaving a tip, but noticed that the bill included a a 10% service charge so we asked the server if the service charge is passed on to the waiting staff. The server replied that they didn’t, but that some customers gave tips and these were pooled and shared amongst the waiting staff. So where did our service charge go, we wondered?

A service charge is universally understood to be a discretionary charge to the customer which is passed on to the waiting staff providing a table service. So if the serving staff (usually the lowest paid) weren’t getting that money, who was? I approached the manager to ask, and he confirmed that that the serving staff did not get that money. He said the proceeds went to providing the general service, and using his arms to indicate “…all of this.”. Why then I wondered, did you only pay it if you were receiving table service, and not if you were making a market purchase? We asked for a more specific answer. I mean, if you are paying for something surely you want to know what you are paying for? If someone erroneously added something to your grocery bill, surely you would ask for that to be corrected. As we could not get a satisfactory answer from the manager we asked for our money back. The manager said he was not empowered to make such a decision. We asked for his boss. He said she wasn’t in. We asked to call her which he did and she said that she’d be there shortly. Whilst waiting I observed that he was on the phone, presumably briefing his boss on the situation.

Soon enough a large Mercedes Benz drove into the car park and parked in a no parking area. The boss came in and not knowing who I was, nor that from where I was seated, I could see her go over to the tips tin, take out $23, hand it to the manager who then walked over to me and tried to give me the money. I was astounded. I said no, I couldn’t possibly take money which the boss just stole from the tips tin, and couldn’t I speak to her? He replied that “she did not want to speak to me”. However, I caught her eye, motioned her over, and asked what I was charged a service charge for? Now rather than having a professional and grownup conversation about the issue, she told me “…that it was none of my business what they did with that money and that I should take the money, get out, and never come back”!!! When I tried to object, she said, “Don’t talk to me, I am a lawyer”. Followed again by “Get out of here and don’t come back”. What being a lawyer has to do with issue, who knows?! I again said I could not take money stolen from the tips tin which was put there by customers for the staff and for the third time she said “...get out and never return, or I’ll call security”. Given that I never raised my voice nor showed any other form of aggression, I’m not sure why the threat of “security” was laid against me. I handed back the money and we left dumbfounded by what had just happened. So many issues to question:

1. If a restaurant thinks that its food is under-priced then shouldn’t it advertise the correct cost of the food or dish as opposed to trying to deceive customers by seeking to inflate its profits through the mechanism of adding a Service Charge (which most customers think goes to the staff)?

2. When customers see a service charge on a bill they generally assume it is in lieu of paying a tip. In this establishment, the lowest paid employees serving you are being penalised by you, and you don’t even know it! Is that morally and ethically acceptable?

3. A service charge is discretionary - even in Trinidad. Should it not be your choice whether to pay it (and how much) as opposed to the establishment’s?

4. If your bill has a line item for something you ought to know what you are paying for. It is your right. Otherwise, isn’t it thievery?

simply asking what a bill item was for.

Perhaps a wider discussion...

Precovid I went to Upick probably 2 times a week. Post lock down and since they have been open I’ve gone every other week. I know weekends are packed and I prefer midweek anyway. I’ve sent tons of family and friends there. Despite the only thing I dislike pre and post lockdown is the attitude of the cashier the food always made up for her less than appealing attitude. Even my friends and family have all been in agreement. Her attitude is as though we are begging for her to take our order but it’s fine we all enjoy the food.

However the one star review, and I swear if I could put it any lower I would, comes from a string of events that has ultimately lead up to today’s review.

Let’s start with the rude cashier who has not only allowed her attitude to sour our dining experience time and time again. She has also inputted incorrect amounts into the card machine charging me 10x the amount for a meal and then having to rectify the issue. Which thank goodness my bank picked up on that and the transaction was cancelled because waiting 3-5days for a credit card refund is never fun. She was apologetic and I must say that was the first and last time I’ve ever seen her so polite. Today her attitude was at its normal pennywise employee standard but seemed to be taken up a bit by her lack of work ethic and refused to sell me a burger (which I was ordering for someone else after raving to them about the burgers). She out right told me it has no burgers. So I go back to my table to only hear the people next to me ordering BURGERS and the waiter kindly and politely explaining that while they have burgers they have no buns and if brioche bread will be acceptable, to which the table ofc didn’t mind and neither would I if I had known about the options. I went to her and told her this to which her response was “my bad” and I said I would like to order one of which she ignores me and continues looking on her phone. I ended up flagging down a waitress to order one for me because I was determined to bring in another customer for them because the food is Good and As I have said earlier I’ve gotten used to the pennywise service from her. You know the constantly sour faced service yea lol that one.

I noticed that even for a Wednesday the place was extreme busy and with only two waiters on the floor I even opted to get my own smoothies and drinks because I do understand and I’ve been going there since they opened for food and before it looked anywhere as lovely as it does now. I’m comfortable and content getting things myself when they are busy. However today even though after waiting 45mins got our meals and after dealing with the pennywise employee of the month, my food came out stone cold. The potatoes were soggy and cold, the broccoli was as though it was back in the fridge and the steak was hard and cold. The only warm thing was the salad lol well it was warmer than the food. I sent it back upset because this has not been the first time I’ve been there and gotten cold food. However it was always rectified or I’ll even ignore it once not all the components on the dish were cold. A cold side is fine due to how busy they were but an entire dish stone cold in a packed restaurant during Covid lol yea that was a big no for me. I had to find a manager and thankfully he refunded me for my dish and my moms and daughters own weren’t as cold.

This place does have amazing food but when it gets busy it goes south very quickly and after going there for so long I must say I doubt I’ll be back because of this. Bad attitude + cold food = I’ll find somewhere to spend my money and take my family and friends. I really hope they get a handle on this place and quickly too losing a loyal long time customer over this just shows that if they don’t fix it, it will...

A unique, modern dining experience outside of town makes for a fun spot.

Reading other reviews some good and some suggest U-Pick misses the mark, I'll say this, after dining here I see where the poorer reviews come with but all said U-Pick is still a one of a kind dining experience worth a try as long as you level your expectations.

Atmosphere A large dining hall surrounded by windows looking out on some rows of growing produce (at least on one side). Sturdy picnic style tables are rustic and modern, you can really spread out with a group. Another room has a nice selection of local produce. Refrigerators also have take-away foods and drinks. A lot of local chocolate treats are nicely displayed. Bathrooms available.

Service In our experience the service was satisfactory to just below satisfactory. We were handed menus and asked to seat ourselves. No one came to our table immediately. One thing I can say is as soon as food was out of the kitchen our server brought it to our table immediately. It's a large space and there is not a ton of wait staff so getting a server's attention in the large space can be difficult. My party walked up to the counter at least a couple times rather than waiting (extra cream for coffee, extra syrup for pancakes). Service may vary based on experience and enthusiasm of particular wait staff.

Food The presentation of all our dishes was very appealing and modern, the food served on simple white plates, coffee cups were also simple, white and modern. While appealing, flavor and other details varied a bit. We had a chicken sandwich, while good, was a bit dry and not as tender as it could have been. The waffles looked great but I felt they lacked a bit of flavor, nothing that syrup and berries couldn't cover up but it was noted. The coconut bake served with the buljol was quite good but the buljol was nothing special in my opinion. I had a basic eggs and toast breakfast and it really hit the spot. We also had a salmon omelette with cream cheese. The salmon was delicious though I thought it was lacking chopped chives and may a bit too much cream cheese for my taste but

Misses As mentioned, chicken sandwich a bit dry. We returned one specialty coffee as the milk was curdled. Table service not particularly attentive beyond taking your order and serving your food.

Nice Touches While we were dining I noted a member of the kitchen staff walked into the garden to cut some fresh herbs. I found this refreshing, unique and spoke to the freshness of their ingredients. I really, really, enjoyed the coffee.

Summary For a somewhat out of the way dining hall, I can understand the challenges of operating and staffing a place like this. It still stands out as a unique spot I would travel to for breakfast or coffee to spread and chill. The grounds outside are also nice and there seems to be seating available...