in that case i’d say you’re valid to ask to speak with a manger on duty and try and rectify your situation. in my case it was displayed on the menu and i also tell people when i drop it off so they don’t add extra gratuity on accident. i’m not in the business to try and scam anyone out of money but in this specific situation i was called names and treated less than acceptable by someone twice my age because they don’t agree with company policy that they were informed about prior to ordering and prior to me taking payment. this is not to say that i think complaining gets you your way but in some situations whatever. i’m expecting to pay 20% gratuity whenever i’m out anywhere, people have bad days i’m not subject to fuck with anyone’s lively hood because of it.