The Duplex — Restaurant in New York

This was our first time here, kinda stumbled in to take a break from shopping. Initially we noticed the slow service, but we also noticed that there was only one server tending to the customers outside, so we were also understanding. We didn’t have a menu at our table, so when the server finally came over and asked us what we wanted, we were surprised that he didn’t offer one, didn’t ask if we wanted waters to start, or at least inform us of the specialty cocktails, beers on tap, etc. He seemed annoyed that we requested a menu, and so of course he took his time coming back to us. We questioned one another if we should go because things just felt off but we decided to just stay for one drink and go. He came back and we placed our orders and also stated that we would just close out and that’s when things bubbled over. We were not aware that we had to pay a 20% gratuity upfront. As an aside, I think if you are going to put the automatic gratuity on menus and not have staff communicate anything, then there should at least be menus provided on every table. If you just sit down for a drink and there’s no menu, nor does your server offer transparency, how would anyone know? Or maybe that’s the plan?

I ended up just ordering a beer so I didn’t bother looking at the menu, but my partner did order a premium cocktail. She didn’t notice the 20% gratuity on the bottom of the menu so when the total was a little higher than she expected, she asked why and we were then informed. Fine. It’s technically on the menu, so we ultimately couldn’t argue that even though we felt a different way about it. What was more bothersome was that the system doesn’t allow you to not leave an additional tip. At least that’s what we were told. He said “it won’t let you put zero, you have to at least put a penny”. So on top of receiving mediocre service from the beginning, we had to tip before even receiving our items and were forced to leave an additional tip? When my partner questioned why does she have to “at least put something in”, the server made a smug comment about us being able to afford an extra penny on top of the bill. And I get it, this industry puts the responsibility of paying the wages of restaurant workers on the customers, so any inclination of the customer not fully buying into that, we get attitude. It’s not about whether or not someone can afford to do something, it’s the way in which things are done that feels nefarious; be it a penny or a dollar.

Nonetheless, my partner explained that she didn’t appreciate his comment and that it was rude and he continued to be dismissive, sarcastic, and demeaning. At this point, I asked if the charges could be reversed because we’d rather just go and he literally walked off and said “byeeee”. It was as if he was annoyed that we had questions about the gratuity charge and he was just turned off from us. If things had been communicated more clearly and less curt, I believe the experience would have been a lot different/more positive. The manager of course was very cavalier about our experience and the server continued to come over to where we were, adding unwanted comments and continuing to antagonize when all we came in to do was ensure that he actually reversed/cancelled the charges since he walked off unprofessionally and we had already swiped our card (we were sitting outside). Based off of the manager’s response, I don’t expect much from whoever may respond to this review other than to likely blame us in some way and speak highly of their staff. Which, fine. I just hope that someone looking to come here will see this, among other similar reviews and if they choose to visit, they’re aware of the tipping system. I don’t believe that the service is always like, I am not here to besmirch the business, however I don’t think this is acceptable treatment when all we did was question something that was...

The Halloween night was going just fine until the waitress started to make pressure for us to leave the table only because for 20 minutes we went to do the line for the bathroom and then smoked a cigarette outside. 2 of use kept being seating at the table drinking by the way. We spent 244$ in cocktails only, and were ordering new rounds for the past hours. Matter of fact our cocktails were still full on the table when she took the glasses away.

When we came back to our friends the waitress with an attitude told us that since we left the table they needed to assign it to someone else when 2 of ours were still there! On top of that they did not advise us that tips were already included in the check which was not even printed for me, nor they asked me if I wanted to run the same card I gave them to keep the table opened. They slide the card and make me include an extra gratuity without advice it was already part of the receipt that I could never see.

The moment was crowded and we were tired after a night like Halloween, so we did not even argue, but when we arrived home we checked the receipt and found out that we basically left them 40% of tips. We tried to call back the next day to cancel the extra tips but they never answer the phone and their system is made on purpose for them not to be bothered because their mail box is full. Terrible service and experience. No matter how fun the cabaret moment is, if you kick people out for the line at the bathroom and miss transparency when they have to pay. Don’t go there, the friendly attitude is only fake and not genuine, service horrible and cocktail could be bigger...

The owner's response did not address why the "system" is suggesting that customers tip on the already tipped amount, not the subtotal. upon reviewing the owner's nasty response, I do not intend to return to this establishment.

The location and atmosphere are good. However the business conduct here is questionable to say the least. They automatically add 20% gratuity to your bill. Yes this is posted on the menu. But we were there for happy hour. We got 2 drinks and there was no pianist/performance, and barely any service. Then on the bill there is another suggested tip section which starts at 20%. If you are tipsy or you don't really pay attention to the bill, you can easily double tip. The second suggested tip is calculated based on the sum of your subtotal and gratuity. So YOU ARE TIPPING ON THE TIPPED AMOUNT! This is just shady. I know most people would not do their own math if it is already calculated on the bill, especially when you are tipsy/drunk. I don't know if they set up the bill this way on purpose or it is a poorly-implemented Point-of-Sale system. I have seen quite a few other reviews...