While I 100% empathize with this couple, it is common knowledge that gratuity is factored into bills for parties of 6 or more. They should’ve expected it. On that note, I do believe servers need to earn their tips, so the management should’ve been willing to give in on this one if they truly felt they did not receive adequate service. I understand the manager said they were busy. That can account for the food taking a long time, but not returning to refill drinks or stocking silverware is bad service, plain and simple…
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