Brewdog's Contactless Tipping Machines Cause Customer Uproar
Patrons at a Brewdog bar in London have expressed fury after encountering contactless 'tipping machines' that allegedly charged a customer without consent. The incident occurred at the brewing giant's Waterloo Station branch, where a baffled customer reported their account being debited £3.25 while their phone was approximately 20cm away from the device.
Social Media Backlash and Technical Glitches
The controversy ignited when an unhappy customer shared their experience on the r/London Reddit thread, garnering over a thousand upvotes. The user detailed how the transaction occurred before the payment terminal was even presented, stating: 'Turns out there are tipping machines at the bar, and this zapped £3.25 from my account'. The amount included a 25p card processing fee, representing over 8% of the transaction. According to the customer, staff were unable to immediately process a refund.
Social media reactions were overwhelmingly negative, with comments ranging from 'Criminal' to criticisms about charging processing fees on gratuities. One user highlighted the fundamental issue: 'So you're going to charge customers to give you a gratuity?' Others expressed concern about the machines' placement where phones and cards are frequently active, noting similar devices in other venues have been accidentally tapped by customers mistaking them for payment terminals.
The Technology Behind the Controversy
The contentious machines are operated by startup TiPJAR, founded in 2018 by James Brown, who notably served as CEO of BrewDog from 2022 to 2024. Marketed as 'the world's first contactless tip collection device', these systems accept contactless cards, Google Pay, and Apple Pay, with all funds going directly to staff members apart from the processing charge.
TiPJAR emerged in response to the UK's shift toward a cashless society, aiming to address declining cash tips. The company encourages businesses to position the devices 'front and centre on bar or counter tops' for maximum visibility. Beyond Brewdog, these systems are deployed in several major chains including Cote Brasserie, The Alchemist and Honest Burgers.
Broader Implications for UK Tipping Culture
This incident highlights the growing tension as British hospitality increasingly adopts US-style tipping practices. Data from payment firm SumUp reveals the percentage of businesses implementing suggested tips on card machines has surged by more than a third. Between 2022 and 2024, establishments using tip prompts increased by over two-thirds, though the average British tip remains around 10-10.6%, significantly below the American standard of 20%.
Laura Akano, Etiquette Coach and founder of Polished Manners, clarifies that while tipping is never mandatory in the UK, it's considered a 'nice thing to do'. However, the practice differs significantly from American customs, where tipping below 20% is often viewed as taboo.
Not all business owners embrace these prompts. Phil Inzani, who runs Polo Bar in central London, stated: 'I take it off as I think it's a p*** take. It's all a bit American... I don't like a prompt. It's a bit irritating'. This sentiment reflects broader concerns about the creeping 'Americanisation' of British service culture, particularly in establishments like pubs where tipping hasn't been traditional.
The Daily Mail has approached both BrewDog and TiPJAR for comment regarding the Waterloo incident and the wider implementation of their contactless tipping technology.
