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| Sunday, 10 April 2005 |
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Features |  |
| News Business Features Editorial
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Consumer Ombudsman by the National Consumer Watch of Sri Lanka Billing and pricing errors-(2) Eating out has become very popular in Sri Lanka but consumers have to be mindful of the billing problems associated with them: A restaurant billing story A Consumer Watch contributor has brought up an incident that illustrates this problem of inaccurate billing at restaurants. This person accompanied by some friends, had gone to a restaurant, which happened to be very crowded at the time. They had to wait some time for a table, and while they were waiting, the Menu cards were distributed so that decisions could be made regarding the food to be ordered, and the wait time would be minimized. The food order was placed with the waiter, and a while later, they were ushered to a table. They waited, and waited, and waited for the food. But the food did not arrive. Calling the waiter who had taken the order, they asked why there was a delay. The waiter was full of apologies, and hurried away, and was seen to make what appeared to be a reminder, at the back of the room. Minutes later, the food finally arrived, and everyone enjoyed it all. When the bill came, the host paid up, no questions asked, although experiencing some unease at the total on the bill, which was much higher than expected. On going home, still puzzled and re-reading the bill, the host realised that there had been a doubling of the order; the bill included both the first order as well as the second order. Of course, a telephone call was immediately made, and the restaurant owner readily acknowledged the error, but was very sorry he could not reimburse the extra amount. However, he suggested that this extra amount could be set off at the next visit to the restaurant. There was no option for the customer but to accept this offer of a 'rain check'. To his mind, this was not entirely unreasonable, but there remained a nagging feeling: Was it a ruse to get them to come back a second time? This customer would never know, for he had not asked his questions in time before paying the bill. Had this been done, bill corrections would have been made, and it would have been unnecessary to have a second visit to the restaurant forced upon him. Service charges at restaurants Another aspect often neglected by Sri Lankan at restaurants is that of Service Charges or Tips. In many restaurants, especially the pricier ones, a service charge of usually 10 per cent or 15 per cent is included in the a-la-carte prices quoted in the menu. This information is only printed on the Menu Card, and unless the customer is vigilant or experienced in the ways of the business, he/she would not be aware of this fact. Then, when the bill is presented, most customers would look at the total charge, and add an additional 15 per cent as a tip for the waiters, not knowing, or, even had they noticed, sometimes forgetting that a service charge was already included. The customer thus ends up paying a service charge twice over. Consumer Watch advises its readers to read the Menu Card carefully and note whether VAT and Service Charges are included in the pricing of items, or whether they would be an add-on, over and above the prices quoted. Of course, there is nothing to prevent you paying a waiter who has given you good service, with an additional tip over and above what the restaurant has charged you! Menu card prices not updated Another problem brought up by one of our contributors is that especially in the older established and less pricey restaurants, Menu Cards are not updated to reflect current prices. Customers therefore presume that the prices are as they appear on the Menu Card at the time of ordering, and are not-so-pleasantly surprised when they receive the bill after the meal, and find that the prices of all the items were higher than expected. Upon questioning the waiter, they would be told that there had been a price increase, and the customers just have to accept the explanation. Restaurants are obliged by law to put the correct and current prices on their Menu Cards, but there is little a customer can do short of arguing and creating a minor rumpus. So it is better to play safe than be sorry, and check out whether the prices on what might look like a much thumbed Menu Card are the actual, current prices. Consumer watch recommended dos * To read the Menu Card and make sure prices on it are current * To read your Menu Card and note whether VAT and Service Charge are included in the prices * To read through your bill and make sure the items are correct * To ask for proper lighting in order to read your bill, if the lighting is too dim or the printing is too faint * To insist on seeing the Manager if you are not satisfied with the bill * To ask all questions you have about the bill before paying Don'ts * Don't be embarrassed to ask questions before paying the bill; it's your money! * Don't wait to go home and examine your bill. Do it right away! To our readers We welcome contributions to this Column from members of the public and from Associations and Organizations involved in Consumer Protection are welcome. Any questions or comments you may have may also be directed to 'The Consumer Ombudsman Column', C/o. The Editor, Sunday Observer, No. 35, D'R'Wijewardene Mawatha . Those interested in joining the National Consumer Watch of Sri Lanka are welcome to apply for membership by letter addressed to: The National Consumer Watch of Sri Lanka, 143A, Vajira Road, Colombo 5.
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