Complaint / review / scam report
East Side Mario's Waterloo, Ontario
While walking in to be seated I slipped and fell on a wet spot. I am not sure if it was melted ice that had fallen or water from dripping cups but my bag (laptop and cellphone inside) fell with me. I sprained my ankle and bruised my knee. The waitress was very concerned and asked me if I was alright. Considering the fall itself has already drawn enough attention I sat still for a few moments until I could get up and walked over to the table we were being led to. My ankle immediately swelled. Our server came to take our beverage order and we told him we needed some time. I took the time to check my laptop and cellphone, seemed fine. More than 20 had passed and still no sign of a manager. I found that odd. A customer just slipped and fell in your restaurant and no sign of a manager present? I asked our server if I could please have a copy of the incident report, as I knew legally they are responsible for reporting such situations. The manager finally made his way over with a blank incident report, asked me to fill it out myself and told me I could hand it in when it was complete. He asked if I needed first aid, which clearly I didn't but he never asked if I was hurt or injured. I filled out the form and asked for a copy. He brought me back a copy of an imcomplete incident report, no signature and nothing filled out from their end. Basically, I got a photocopy of the information I had filled out on the incident report. When I asked him if I could have a copy of the completed incident report he told me that it was private property and because of confidentiality I would not be able to attain a copy of the complete report. A restaurant on private property? Confidentiality with my own incident report? Needless to say, I cannot imagine that a restaurant of that reputation would allow such unprofessional conduct and poor management in regards to policies and procedures. If I hadn't worked as a policy and procedure revision coordinator for the Canadian government maybe I could have accepted such behaviour but this was by far the worse service I had EVER received. He told me the general manager would contact me the following day, so let's see how that turns out.
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