Is Customer Service hiding out with Osama?

We've all experienced times where the customer care that we've received has been less than desired however I had an experience yesterday that truly blew my mind. I was at the mall with a friend and as usual I spent what seemed like three hours window shopping (that's guy lingo for chic watching) as waited for her to try on 120 different outfits in search of that perfect one or two that would match her new purse.  Anyway, I ended up being drawn to the aroma of pretzels and try as I might I just couldn't fight the urge to have one. The force was STRONG but the will was not. I ordered one pretzel and a small drink then paid with a ten-dollar bill. When the change was counted out the server was careful to make sure that all the change was in ones. As she handed me my change she removed one of the bills and placed it in the tip cup. I was almost speechless. I asked what she was doing and I was told in a fairly snitty voice, "everyone tips them a dollar". WHAT!! Did I miss something in customer service 101? I always tip these kids however on this occasion I told the server that I wanted my money back. I walked away feeling a little guilty for some reason but still the question lingered in my head, "What ever happened to quality performance/customer service and deserving the tip"? When did the tip become an entitlement rather than a reward? Just asking?