WARNING: Mandatory 15% Gratuity Trap

I desperately need to share my terrible shopping experience as a cautionary tale for future group bookings. We were excited to celebrate a birthday with a hat-making activity, but the joy quickly faded when we got the final bill. My conclusion about the visit is this: "The mandatory nature of the 15% charge for a group booking, particularly considering the perceived disparity between the cost of materials and the final price, felt excessive and somewhat exploitative." Beyond the sticker shock from the mandatory $42 gratuity added to my $211 balance, I also discovered a major accounting error. "I left a $75 deposit. My receipt shows a $55 deposit. Please review." This lack of transparency and the fundamental error compelled me to leave this public review and immediately contact customer service for clarification and resolution.
Customer: I am extremely frustrated. I want to know why I was charged a mandatory 15% gratuity without clear disclosure for a hat-making activity, and why my receipt shows a $55 deposit when I paid $75 upfront.
CS Rep: I sincerely apologize for this confusing and frustrating experience. That is absolutely not how we want our group events to conclude. I see the mandatory gratuity policy applies to groups of eight or more, but I agree we need to improve upfront communication. Regarding the deposit error, that is unacceptable.
Customer: Unacceptable is right. That is a $20 error that I shouldn't have to track down. If you cherished this article and you would like to obtain more info relating to WholeCustomDesign Custom Hats generously visit our own web page. I need that resolved immediately, and I need clarity on that mandatory fee, which feels completely exploitative given the high price of the materials already.
CS Rep: I completely understand. I am processing a refund for the missing $20 deposit right now. We take full responsibility for that mistake. While the gratuity policy is standard for large groups, due to your experience and our lack of clarity, I can issue you a voucher for $40 off a future purchase as a gesture of goodwill.
Customer: I appreciate the quick resolution on the deposit, and the voucher helps acknowledge the poor policy communication. I hope you review the group policy overall.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.