Staff Shames Customer Over $0 Tip, Cold Food Sends A Chilling Message 10Min Later

Some may say that tipping culture in the U.S. is getting out of control, but, generally, people are still likely to tip. In 2023, Pew released the results of a survey about tipping, and 81% of the respondents said they always tip at restaurants where there are servers.

But what about the times people use the self-service machines? This person’s case sparked a debate among netizens about tipping when they shared their recent experience. After ordering an iPad, the customer was asked to tip but refused. And when they got the food, it was cold, and, as the OP worried, possibly contaminated.

When ordering at a self-service kiosk, few of us think about tipping

Customer viewing digital menu display, contemplating cold food options.

Image credits: VisualCreative1 (not the actual image)

Yet this person experienced that people should leave a tip even when ordering on a machine

Text describes a customer experience with shaming over a $0 tip after cold food was served.

Text screenshot about choosing no tip option on a kiosk after ordering with no human interaction.

Customer and staff discussion over a $0 tip situation, highlighting misunderstandings and dining confusion.

Staff member in red uniform at counter, focusing on screen, in a restaurant setting.

Image credits: Khanh Nguyen (not the actual image)

Text about staff shaming a customer over a $0 tip, leading to a delayed food order 10 minutes later.

Text describing a customer’s experience with cold food and no tip situation.

Restaurant table with cold food, dishes, and glasses, highlighting a customer and staff tipping issue.

Image credits: Batuhan Kocabaş (not the actual image)

Text message about cold food, customer unsatisfied with service, considering refund due to weather and friends' orders.

Text expressing shock over being pressured to tip $6 before receiving food and staff shaming the customer.

Image credits: genesis49m

A self-service restaurant isn’t the same as a sit-down restaurant; different tipping rules apply

Before self-service kiosks became a thing, tipping etiquette was fairly simple. You’d tip at restaurants where there’s a server, and if you liked the exceptional service or ordered a gargantuan amount of food, you’d tip at other establishments as well.

Nowadays, people are more confused than ever about when they’re supposed to tip and when they can hit the “No tip” button without feeling guilty. In that same Pew survey we mentioned earlier, only 34% of Americans say it’s extremely easy to know whether or how much (33%) to tip for different types of services.

According to the restaurant point of sale and management system Toast, rules for tipping at sit-down restaurants haven’t changed. People  should still tip 20% of their bill at a full-service restaurant.

But, from what the OP describes here, it seems they were at a so-called quick-service restaurant. That’s a place where you can order food at the counter, swipe your credit card, take a number, wait for it to be called, and take your order when it’s complete. There’s really no “serving” from the employee involved, is it? Therefore, why should people tip?

Staff member using a touch screen to manage customer orders in a restaurant.

Image credits: iMin Technology (not the actual image)

Tipping at self-service food establishments is usually optional

According to Toast, tipping at these types of restaurants is optional. The expected tip for an exceptionally well-done service is 10% of your total bill. But, still, it’s doesn’t mean that you have to tip or that the food worker has the right to harass you about not leaving a tip.

If you’re not sure whether you should tip at a food establishment like this, Delishably suggests comparing it to a sit-down restaurant. Note what types of services servers provide at sit-down restaurants. They seat you, take your order, give recommendations, answer questions, deliver the food, and distribute it to each person at the table. After you’ve eaten, a server brings you the check, take-out boxes if you need them, and cleans up after you.

Now, consider what types of services the semi self-service or a self-serve food establishment provide you with. In some quick-serve restaurants, the worker might bring the food to your table or clean up after you. Others might have beautiful decor; take all this into consideration and tip accordingly.

Man seated alone in a restaurant, emphasizing tipped service response over cold food.

Image credits: Youssef (not the actual image)

In some states, tips aren’t gratuities, and are included in workers’ minimum wages

While many customers are angry when a machine asks them to tip, there is reasoning behind it. Without tips, many food workers may not earn a living wage. And when you’re tipping an iPad, it doesn’t mean the money goes to the machine.

As assistant professor of marketing at Murray State University Ismail Karabas explained to The New York Times, it varies who the money goes to. Some establishments pool the tips for groups of workers, while others designate it to the one who was working the counter. Workers might get the tips that get generated during their shifts.

Although the federal minimum wage for food service workers is $7.25, some employees use “tip credit” to pay their workers’ minimum wages. Many states allow employers to include tips in the minimum wage as long as the minimum wage plus tips equals the federal minimum.

That means for some workers, tips aren’t extra gratuities. And while the system might seem broken, it’s something to consider the next time we’re asked to tip a self-service machine.

Customer placing money in glass tip jar at counter, highlighting tipping culture.

Image credits: alisaa (not the actual image)

Many netizens shared similar experiences, and the author concluded: lesson learned, never order at places that ask for tips for self-service

Reddit conversation about staff shaming a customer for not tipping after ordering at a McDonald’s-style kiosk.

Conversation about tipping and cold food, customer demands refund after being shamed over $0 tip.

Comments discussing tipping issues and cold food concerns.

Discussion on tipping norms and customer frustrations over automated gratuity prompts.

Reddit thread discussing tipping practices and service quality experiences.

Reddit comments discussing an overpriced meal and cold food experience.

Comments discussing a customer's response to a cold food incident and $0 tip.

Reddit conversation about a customer shamed for giving a $0 tip, discussing tipping policies.

Reddit conversation about cold food and tipping, with user comments discussing if the cold food was intentional.

People pointed out that it’s insane to even expect a tip before the customer receives their food

Reddit comment discussing tips and service, mentioning tips as bribes and personal preferences on tipping culture.

Customer suggests leaving a bad review about cold food experience in a Reddit comment.

Comment advising to leave an accurate review after receiving cold food and poor service at a restaurant.

Comment discussing staff shaming customer over tipping, suggesting they beg for tips.

Customer review on tipping and cold food experience.

Customer discusses tip policy during a tipping disagreement online.

Reddit comment discussing appropriate $0 tip for self-service food experiences.

Comment about tipping at self-service kiosks, discussing service quality and tipping with cold food experience.

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