HOUSTON, TX -- We went to Chili's for dinner to celebrate my Mom's 87th birthday. We ordered two of the 3 for 10 meals. We didn't get our drinks topped off and waited a good fifteen minutes to get water to go with her coffee. Her salad plate was never picked up when she finished. Mom ordered bar-be-que chicken but it came out looking unappetizing to her and undercooked. She requested another main course and we waited and waited and waited. Meantime, I'm sharing my meal with her as it took over thirty minutes before I asked to speak to the manager to find out why it was taking so long.
I used to wait tables in college so I know all too well when someone appears to be in the weeds. Our waiter showed up twice then was missing. When the manager did show up she was rude, lacked customer service skills and appeared rushed and agitated. When I explained it was my Mom's 87th birthday and tried showing her license she stepped back saying she wasn't wearing her glasses. What the heck!? She never apologized nor extended a happy birthday greeting. She lacked compassion, was aggressive didn't appear apologetic or offer to comp my Mom's meal.
Mom never got to eat her main entrée and when we asked for the dessert the manager was so rude as to bring it out in a to go box cold as if saying get the hell out. I told her the food was inadequate and the service horrible and refused to pay for my Mom's meal. As far as I'm concerned she needs to be fired for such lousy, appalling, rude and aggressive behavior. I refuse to go back and I'm telling everyone I know not to frequent this restaurant. I ended up leaving all the food and dessert and walked out.
ROCKY MOUNT, NORTH CAROLINA -- I ordered my food at 4:20 and did not receive the food until 5:34. By that time I could have ordered my food and went and sat down in a restaurant. When this restaurant first opened, the customer service was great. You had a greeter that sat you right away. The food was on the table within about 20 mins. After the 4th visit there EVERYTHING and I mean "EVERYTHING" went downhill from there!
The waitress was never there to refill your drinks or to service you. We had to wait about 45 minutes to an hour before our food was there. When the food arrived it was either cold or "WRONG ITEM"!!! Their food isn't that cheap either for it to not be fixed right. A kids meal runs about $4.30 and adult approx $13+ a plate. When you have a family of 4 that adds up quick! Speaking of which we stopped going here for about a year until recently, decided to see if things got any better! Well was I ever wrong! It got worst if anything!
My husband went in to pick up the food after waitress said "15-20 minutes ready" and no one was there to help him in the pick-up area. A cook sends him to the bar with my 5 year old daughter!??? HELLO! A bar is no place for a child! On top of that he waits 30 minutes before someone approaches him then, he gets told that they just started cooking the food LOL. So then after waiting another 20 minutes he ask to speak to the manager.
After all that the manager says "this happens all the time", said around 4:30 they have swift changes and this was normal for them! Well excuse me but, now that I know that, "Chili's you can forget thinking we will ever order or return to your restaurant!" The whole reason for "take out" is for FAST FOOD! My gosh even McDonald's can handle that! I do NOT recommend this restaurant unless you are prepared to wait for an hour, want cold "raw" food and you don't mind searching down your waiter every time you need a refill!
Update: I just want to clarify that my husband did speak to the manager about this. After he spoke to the manager about it, she told him she would give the food at a discount. They no longer show you the food anymore so when he got home the food was COLD! I am normally not one to complain over food but, all of the vegetables were raw - the tortillas were cold and had not even been cooked. It was a really bad experience and we don't live close enough to take the food back to get a full refund. So after all of us starving, I had to cook all of it.
I then called and complained to the manager about that as well. She was nice about it and said she will be sending us some coupons but, it still doesn't explain "why" the food had not been cooked after an hour had gone by. For the comment that said why did we wait an hour and a half for the food... This was driving time and waiting time!
Let's also mention the fact that our last 3 visits which was around a year ago were all sour as well. The waiters weren't polite and when we got seated it took about 20 minutes before someone asked us for our drink order. Then another 20 or so minutes went by before we got refills and another 20 or so minutes before we got our order! We are patient people and we try to give ppl a chance bc I have been a waitress myself. Let's also mention within those 3 visits that the same thing happened to us and every time our food arrived there would be something "not right" with it.
So after giving them a chance we stopped going, and all of our friends had the same problem with them as well. There are no good reviews when it comes to Chili's. There might be a decent Chili's out there but, the one over here needs serious improvement! The service plain stinks. I don't know why some people thinks it is OK to let your children sit at a bar around alcohol and profanity but, this mom won't stand for it! I don't use that kind of language around my children and I will not allow them to be around it! Some people just have no respect for other ppl! You're right - take out is not for fast food!
After being involved all day from 9-3 on a Saturday with your children's games and completely exhausted from work, we chose take out bc we simply didn't feel like dining out and we didn't have the energy to prepare a meal! So that being said I think people can understand the frustration of what we all went through and can find that the service could have been much better! If the shoe was on the other foot, I am "sure" they would feel the "same" way we did!
WEST MILWAUKEE, WISCONSIN -- Service was horrible. Waitress didn't pay attention to us. We ordered the haystack for an appetizer, which is supposed to be onions and jalapenos and ours also had green peppers in it. We were almost done with our food when asked how everything was.
Food was dropped off tray onto floor when being served to our party of five. So half of us had food while the others had to wait. No apology was given to us on the inconvenience that we couldn't all eat together unless half of us wanted to be eating cold food. One drink was compt on our bill for $2.59. We never seen a manager the whole time we were there. Though we did see an employee who sat at the table next to us talking on her cell phone while still serving tables. Music was so loud that we had to yell at each other to have a conversation.
When the new fajitas were brought out they weren't sizzling. The lettuce, cheese, tomatoes and other stuff to put on the fajitas was only enough for one Fajita. When we asked for more we were given a cup of cheese. The beef tasted like it was all seasoned differently like they cut it off of other people's meat to get the dish out quick. We didn't get the beans and rice with it either. Our appetizer and main course was served by other people, not our waitress. She only served us drinks.
The only person who gave us good service that night was the Hostess. She did her job great. I would not recommend this location to anyone. Management is not overseeing their employees properly nor their customers. We had a large bill and left a very small tip. Being a former waitress and waiter my husband and I always tip over the normal amount because we know the wait staff depends on their tips to live. Will never go there again!
CHAMPAIGN, ILLINOIS -- My family and I had dinner at the Chili's in Champaign IL last week and it may have been one of the worst meals I have ever had. To begin, we picked Chili's because in the past it was safe. We knew what we were getting and we wouldn't leave broke or hungry. This was not the case this time.
We started off by waiting fifteen minutes for ** to get his orders at the table of ten correct and walk by us five times and not say a word. I know it was his big tip but, we tip too. Finally, we get our drinks and food ordered and ** brings out chips, which he calls "complementary" but really my son's meal comes with an appetizer that we did not order because he brought the chips out. Really, if the meal ended here I would say, he was new and had too many tables but, the food and how he handled it was the real issue.
We got our food and my son's steak was blood raw and at least half gristle. We tried to flag down **, but he was nowhere to be found. My salmon was cold, dry and salty. I literally ate one bite and was done. I love salmon and for $18 for this little piece of fish, I expected more... a lot more! My wife's food was fine. She had tacos and they were good. We all including my other son who ordered quesadillas, ate off my wife's plate. His quesadillas were probably good at one time, but were under the heat lamp so long that they lost any flavor and tenderness they once had. Where were you **!
** did stop by and ask us if we wanted to box it up and I told him no. I should have requested a manager on the spot, but after an hour and ten minutes, everyone just wanted to go home! I posted on Chili's website that night and they never got back to me. I tried to give them a chance to make it right. This is five days later. No emails, no phones calls, and no one gives a crap. So here I am. DON'T EAT AT THE CHILI'S IN CHAMPAIGN ILLINOIS!
MARIETTA, GEORGIA -- This Chili's on Upper Roswell Road used to be the best run restaurant that my family and I ate at several years ago when it had an African-American manager (I am not African-American) who did a fantastic job running the restaurant. Since he left this franchise location (probably a couple of years ago), it has slowly been going downhill in relation to getting orders right and service.
Today, 10/7/2012 I ordered a Big Burger Bites to go with nothing on it but bread, well done meat, Applewood bacon and unseasoned fries. When I got home, my wife opened it and saw that it had crispy onions on each burger, and to my surprise, even though she is sick, she called the restaurant and told them that she was bringing the order back and told them exactly what was wrong and what she wanted (I listened carefully to what she asked for).
When she got there, she had to wait a while to get the corrected order and left the original order and receipt there. On the way home she decided to stop and check the new order and found that it was covered with melted cheese (which she is allergic to). This time she drove back to the restaurant and just asked for her money back, which they did give her.
This episode just sort of capped off several previous visits to this location where orders were wrong (which they took back and corrected), glasses don't get refilled (my number 1 sore spot with service) and once where we waited approximately 20 minutes before the first server came back to take our order. Their tag team approach (two servers for each table) seems to be where some mix-ups happen because the left hand doesn't know what the right hand is doing. I like Chili's and wish these problems could get better. We really don't want to quit going there.
ROUND ROCK, TEXAS -- Yesterday (Mother's Day) after a day out with the family, we decided to make dinner easy and order some takeout from Chili's. It should be noted that we have ordered take out from them before, with mixed results, but our recent experience had been positive.
When my husband picked up the order, all seemed in order - the receipt was correct and everything packed neatly in the bag. Upon arriving home, we discovered a few problems with our order... First - they had switched out the Texas cheese fries for chips and salsa. Next, I opened my BBQ chicken salad - a favorite of mine to discover that it was assembled using lettuce that had not only been shredded, but shredded to the point of almost unrecognizable as lettuce.
It was soggy and had obviously been sitting for a while tossed with the corn salsa and tortilla strips. There was a paltry chicken portion sliced on top. Even after we chopped up some of our lettuce and added it to the salad, it was just terrible. Not exactly the Mother's Day dinner I was anticipating. When we opened my husband's dinner salad, we found a similar travesty. The lettuce shredded to nothing in a pitiful little pile in the middle of the to-go container. Not in the least appetizing or tasty - who really wants to eat their salad with a spoon?
After dinner, I called the restaurant and spoke to the General Manager. He was very courteous and seemed to understand my complaint and was apologetic, and is (hopefully) mailing me some gift cards to make up for this experience. He also informed me that the superfine shredding was the way they were now doing all the salads, but that they would do "regular" lettuce upon request. I highly recommend that everyone make that request as this new style is terrible and the portion size is laughable.
VALDOSTA, GEORGIA -- Tonight my wife and I attempted to dine the Valdosta GA Chili's location. It took nearly 20 minutes to get service AFTER we were seated. When we DID get service, we ordered the southwest egg rolls… and they arrived undercooked (chunks of corn were like little chunks of ice). My wife ordered the Chicken Crispers with the white gravy. I ordered the "Create-A-Combo" with the Half Rack of Baby Back Ribs and Garlic Lime Shrimp. The Shrimp were FROZEN in middle… I sent it back.
Her chicken was PINK in the middle. Before we could send THAT back they brought my plate back out, the cheese on potatoes was melted to the plate & toasted brown and the plate was hot to the touch… indicating THEY broiled the whole damn plate! As a result, those mouth-watering ribs they show on TV were dried out tough, and the bacon on the potatoes was burnt…
I asked for the manager and he kept saying "let me get you something else" despite being told repeatedly that "I'm Leaving, I lost my appetite". I attempted to leave, the runt manager chased me out front door apologizing profusely at the top of his lungs. How does that make a waiting customer feel? When they have to watch CHASING ME out the front door apologizing. And he couldn't even take a hint when I said "bug off... I'm not interested in your retail spiel".
He chased me all the way to the Walgreens' parking lot next door where I had to park. I was told that the bill was “taken care of”. I'd hope so, cause I damn sure wasn't planning on PAYING FOR IT. This marks my third trip to chili's since restaurant opened and the second time of three that I've either had either poor service or bad food OR both.
I PROMISE YOU, I will not be going back unless this company offers offering some sort of compensation for bad service received thus far. In fact... I wasn't even paying for TONIGHT'S meal. It was to be paid for on a complimentary gift card we received... This is the only company I know of that could SCREW UP "FREE". Oh well, I guess I got my money's worth.
SOUTHGATE, MICHIGAN -- I had 3 bad dining experiences out of 6 at the Chili's in Southgate MI. I'll recap the last. Tried to order a beer during happy hour but was told that I could only get happy hour special if I sat in the bar area. I have no idea what that had to do with anything but I decided not to move and just ordered ice water. The waitress tried to sell me several other beverages??? I had to ask for ice water 4 times before she finally went to get it.
I ordered endless chips and salsa. The waitress brought the water and chips, took our order and we didn't see her again 20-30 minutes. Our food was cold when it got to the table. The water I practically begged for was long since dry and I clearly saw the bottom of my chips and salsa. In addition the waitress was rude and the restaurant was dirty. Mind you I had 2 other recent bad experience at this restaurant. I wrote Chili's twice and got no response. I can only assume that the lack of quality and customer service is a corporate mentality so I will no longer go to any Chili's restaurant. No loss for me because there are plenty of quality restaurants to choose from.
ROUND ROCK, TEXAS -- I called in a complaint to the General Manager Sunday night regarding our to-go order. (See complaint "Chili's - Hoping for Better Luck Next Time.) The General Manager took the time to listen to my complaint and offered different solutions to remedy the issue. Since going back to get a re-do of the order was not convenient for us that night, he promised to send us some Chili's "bucks" or whatever they call them to used to try them again at a later date.
True to his word, he mailed me out an envelope on Monday, received on Tuesday with a very nice hand written letter of apology, the promised "bucks" and he also took the time to look up our order and have it refunded to our credit card. We are going to give them another try, and plan to eat in so that we can thank ** personally for his able handling of a difficult situation.