East Side Mario's review: service

Hello,
Yesterday January 19th, 2020 was a special day, my sons 5th birthday. He was very excited about going to East Side Mario's to celebrate. We ordered the fancy drinks for the kids and everyone was excited.

Not far into our lunch service we encountered rude and horrible service from our server Melissa 296. She was very rude, no smile, rolling of the eye and even sighed at us. Melissa has to be one of the most ill-mannered, impolite and impudent people I've ever encountered within the service industry. We asked for the manager who came to our table and said she'd take $10 off one of our bills because we had a coupon and walked off abruptly never to be seen again throughout our service. I've called the GM Kelly and haven't received a call back. We were treated poorly, it took over 22 minutes just to get salad and bread and another 16 minutes to get a re-fill of each. The whole service was well over 1 hour and we politely told Melissa we had to be somewhere with family to celebrate my son. Melissa set salad bowls on clean plates and even the tray to cut the bread with pure disregard for health and safety. Our meals took awhile to come out and when we asked for cheese we received attitude from Melissa and we didn't feel comfortable getting the amount of cheese we normally would. It was like we were an inconvenience. I complained when dinner arrived to the hostess and a tall light haired server who said they were sorry and gave me Kelly's name.

The worst part was that when it came to signing to my son, she didn't make a big deal about it. She didn't get everyone involved, she didn't even give him free dessert, he had an ice cream in a long tube from the kids meal I paid for. They didn't ask him to stand like they normally do and I have a video of him looking at me confused because he was excited to stand up and feel accepted by everyone while they sang. She destroyed my sons day and moment for his birthday, things you don't get back. He is 5 years old, who is that heartless and rude to be that tactless and undiplomatic to a boy on his birthday. I'm very bothered by this and upset. I would appreciate if someone at the head office can follow up on this.