[Drew68]

Is that the case here? If so, they sat and ate a a meal with full knowledge they would be charged, and I have no sympathy for them.

Here's the short, non-video version.

A party of six eats at a restaurant with a clearly defined gratuity policy for parties of 5 or more. They complain of poor service (they don't say how the service was poor) and want the gratuity removed from their bill. Management refuses. They offer to pay their own tip. Management refuses. They try to leave and management locks the doors and calls the cops. The cops arrive and don't do anything. The women pay the tip and leave. News interviews BBB guy who reminds customers to educate themselves on various restaurant policies before dining.

[Joe 6-pack]

Best thing to do is find one or two restaurants you like. Patronize them frequently. Tip good service well, and poor service poorly. Get to know the wait staff, the manager(s) and the chefs.

You'll soon achieve "regular" status and the best wait staff will be tripping over each other to get your table.