East Side Mario's is a family oriented restaurant serving up Italian classics such as pizza and pasta. They also offer a variey of salads, appetizers and entrees to suit everyone's tastes.
Eastside Marios Urbanspoon Review
Statistics show that 96% of unhappy customers don’t complain, and that 91% of those will simply leave and never come back. We complained and you won’t believe what happened. We had a birthday party dinner for our 15 year daughter and 7 friends booked at ESM. Four hours before the dinner my wife spoke to the manager Kendal who confirmed the reservation and told my wife there would be a complimentary dessert, Happy Birthday sung and a prize wheel to spin. The girls arrived at 5:30pm and dined on their own until 7:40pm. My wife and I arrived and asked for Jen the server. I thanked Jen the server for serving the girls and for the birthday celebrations. Oddly she said nothing. I gave her a $30.00 tip and again said nothing. When we got home the girls told us there were no birthday celebrations! During the time our daughter’s party was at ESM there were 3 or 4 other birthday celebrations completed by the staff. Next day I called ESM and spoke to Kendal the manager who was the one who spoke to my wife the day of the birthday dinner. Kendal blamed Jen the server, did not apologize and offered a complimentary dinner which I declined. I did the on-line survey located on the bottom of our receipt and I week later I received an email from Dave Head Office Rep for Cara Restaurants ([email protected]) a senior manager of Cara Operations (ESM, Montanas, Kelseys, Swiss Chalet, Harveys, Milestones, Caseys, Biermarkt, Prime Pubs) . He asked for details of our concerns which now included how we were treated by Jen the server and Kendal the manager on the phone. Next we received an email from Ryan the Kitchen manager who apologized (for who knows what) and said he spoke to Kendal the manager and Jen the server and does not know why there were no celebrations! He offered to redo the birthday up to only six girls not eight. Again with the gift card! We asked that their offer be extended to a less fortunate family which he agreed to but the Area Manager for Western Canada Cara Foods (Greg) and Ryan only authorized $75.00. We spent $226.75 for eight guests which works out to $170.06 for six guests which we ourselves were offered but not for a less fortunate family? So after numerous emails to the manager, Kitchen manager and Greg exactly three weeks since the botched birthday celebration no one has shared with us who was responsible for not providing the celebrations as promised nor has anyone taken responsibility for how we have been treated by the Eastside Marios/Cara Foods staff. Does anyone at East Side Marios Saskatoon understand what taking responsibility for your mistakes including how you mistreat customers means????? ESM/Cara Foods seems to say “Offer a meaningless apology, do not take responsibility for ANYTHING and offer a gift card.” My advice: If you are not happy with your service complain. Do the on-line survey and if you lost your receipt email Dave. If nothing else you may receive a gift card! If you don’t want to use it (can’t blame you), drop it off at 20 Station West or the Saskatoon Foodbank for a less fortunate family.