Chili's - Page 3

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1.2 out of 5, based on 20 ratings and
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Kudos on the handling of a customer complaint
Posted by on
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 (Wes) 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 Wes personally for his able handling of a difficult situation.
     
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Anonymous on 05/12/2010:
Three cheers for Wes!!
Starlord on 05/12/2010:
Great review. Sadly, not every manager is a Wes. Congratulations on a fantastic response and good customer service. Above and beyond, as they say.
Ponie on 05/12/2010:
mama, reading both this review and the referenced one, I'm certain you approached your complaint in a calm, reasonable manner. I've found much better results are achieved using this method. That's my first approach, but if I'm rebuffed--look out! :)

Good review. Only complaint I had last time I ate at Chilli's was the portion was too large. Thanks for coming back to post the followup.
andbran on 05/12/2010:
it just goes to show you that throwing a fit rarely gets results
Anonymous on 05/12/2010:
My baby-back, baby-back, baby-back ribs...yeeeeeeeeeeeeeaaaaaaaaaaaahhhh, CHILE'S!
goduke on 05/12/2010:
Sounds like a great manager. always nice to see.
jktshff1 on 05/12/2010:
Great response, thanks for letting us know.
gr8rn on 05/15/2010:
Appparently Chili's managers know how to handle complaints. I had a bad experience dining in at our local Chili's. My food came with a complimentary finger condom. I thought it was a very chewy pepper, but when I pulled it out, it looked like a very small condom. We called the manager to the table and showed it to him. I added the fact that I was allergic to latex and this was a concern to me. The manager paid the bill, added free dessert, and also gave us his business card which read on the back "free dinner for four" so we did return again for a full dinner for all of us. I felt they handled our complaint very well and was happy with the care and treatment the manager gave us.
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Hoping for Better Luck Next Time
Posted by on
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.

     
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goduke on 05/10/2010:
Glad the manager stepped up to the plate. Thanks for the heads up on the salad.
Anonymous on 05/10/2010:
Goduke + 10
clutzycook on 05/10/2010:
Yeah, the last time we were in Chilis', the food was subpar, the portions were smaller (not necessarily a bad thing) and the service was lacking.
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H-O-R-R-I-B-L-E
Posted by on
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 schpeel". He chased me all the way to the Walgreen's 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.


     
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Anonymous on 01/20/2008:
They tried their best to make things right doesn’t mean you have to be rude and bail like that.
*Brenda* on 01/20/2008:
I agree with Wally. Sounds like they tried to fix it but you weren't having any of that. Very mature.
Anonymous on 01/20/2008:
The manager told you the meal was free, so you already got your compensation.
Anonymous on 01/20/2008:
I would imagine they'd just as soon that you don't come back anyway... so it's all good.
tgtman on 01/20/2008:
I'm sorry - I have to side with the consumer here. It is very frustrating when meals come at separate times because of screw-ups at the restaurant level. This happened to me once at Chilis (undercooked food, unapologetic waiter, etc.). The customer did the right thing by leaving w/o paying, because he didn't even get to eat his food. Even if you get a gift card from corporate, don't go back! Sell it on eBay or the gift-card-exchange website!
stevek2008 on 01/20/2008:
IT GETS WORSE.

At 9:30 – after TRYING to eat at 7 – I was finally regaining my appetite and my urge to make the guy make up for it was growing. Hell, he OFFERED... So I called him back and said “fine, you want to make up for it, remake the plates, put them in a to-go box, and I’ll pick them up” – He agreed…I went to pick them up – thanked him – got home…and it was wrong. Not only was it WRONG…it was half missing….my wife’s order was wrong…and the one I ordered wasn’t there AT ALL. So I called him BACK…and told him that I was coming all the way across town…AGAIN….to get it right…and to get me the phone number of the guy who OWNS the place. This is the only restaurant in town that could screw up FREE frozen shrimp, then screw up FREE for a SECOND TIME!
As to the number, He told me he couldn’t do that, that he didn’t have the number. I told him “sure you do, because when there was a problem where I work two weeks ago…someone sure had it to call him….” (That managing partner was in my store less than two weeks ago with an issue, and we fixed it). – lo and behold, I got the number! Needless to say...I spent a good bit of time on the phone with the operating partner..who's jaw was either ON the floor, or he's really good at faking sincerity. I kind of felt bad. I called the number expecting to leave a voice mail and get a call back in a week....he answered the phone at 10 o clock at night....

And I got home...to eat my food....and it wasn't right again...the third time, in one night...but...it was edible....and I guess at this point that's all I can ask for.
Anonymous on 01/20/2008:
Well I wouldn't go there again.
hello dolly on 01/20/2008:
Although it's been several years since I worked in a restraint I agree with the consumer here. Wrong is wrong and frankly it's food. If someone in the kitchen should decide to add a little something extra because they think you're a pain you would never know. I too would have left. As for calling back and picking up take out NEVER!!

Great that you knew whom to call while you were still angry enough to follow through. Give it a couple of weeks for some house cleaning and see if it makes a difference.
Ponie on 01/21/2008:
Where's Jeff Foxworthy when we need him?
jjop on 01/21/2008:
We eat at Chilis often but know not to order most of their offerings. The burgers are good but not the fries. Ribs are not so good but never order beef on your nachos. I think it is something they picked up off the floor of the saddle shop! I am guessing it is Fajita meat.
Nashadi on 05/04/2008:
You deserve a comped meal and that is all. Sorry but one unsatisfactory meal that you did not end up having to pay for is not so egregious an affront to warrant you being given another one. Get a life and learn some decency.
Anonymous on 07/15/2008:
Um, just a question, why didn't you check the food before you left the restaurant? That would have saved you some of the hassle in going back twice.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Bad Service and Low Quality
Posted by on
Rating: 1/51
3830 S. COOPER ST., ARKANSAS -- Waitress delivered the food and left. Did not offer to refill tea glasses or water. Finally had to ask the Hostess for my bill. The Chicken fajitas did not taste good. Will not go back.
     
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Really Bad
Posted on
Rating: 1/51
PLANTATION, FLORIDA -- Ppl off duty in the kitchen.... in the dinning area playing around while customers are eating... manager had no control of staff. Had to tell the waitress to tell cook how to cook flour tortillas, they came out great then... but drunk kid was all over the store and no manager to be found... then two quests walk in and a guy that is in uniform tells them someone will be there instead of helping them... I'll never come here again
     
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Terrible Service
Posted on
Rating: 3/51
ALGONQUIN, ILLINOIS -- Every time my family and I go to Chilis in Algonquin, il the service is terrible. You have to wait for refills, wait for your bill. We ended up paying on the kiosk but had a question never saw our server. It's very frustrating we like the food but the service is continually bad.
     
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clutzycook on 05/11/2013:
We haven't been to that location in quite some time. But the last time we did go, I agree that the service was not up to par.
trmn8r on 05/11/2013:
The problem with places of this caliber is that when they do everything right, it is a fantastic experience and the food is great. It's a problem, because most of the time, places like this can't do it consistently.

I've given up on chains for the most part. Chili's is one of the better ones in its class - the one near me closed years ago.

nikalseyn on 05/12/2013:
You say every time you go the service is terrible. How many more times do you need to go there to finally decide to NOT go there and find somewhere else to eat?
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Ridiculous
Posted by on
Rating: 1/51
COLUMBUS, GEORGIA -- Went into Chili's tonight at 6:30 Sunday evening sat in bar area. Sat there for 15 minutes while 4 different servers walked past and didn't even acknowledge we were sitting there. The manager even made eye contact with me at least 4 times while she made a drink. They were not even busy! Finally we got up and left while waiters and waitresses just stood around chit chatting. So bad on so many levels. One guy even had to approach his waiter for his ticket. Worst customer service EVER!
     
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trmn8r on 09/17/2012:
I ceased having normal expectations at chain restaurants. I went often enough that I determined the service (and often the food) at most are substandard. That is when I stopped going. I had one, TGIF, that had a remarkable manager. During his 2-year tenure, everything was excellent. Within a month of his departure, things went south.
melissa253 on 09/17/2012:
If you were sitting in the "bar area" maybe the servers thought you wanted to sit there. Why didn't you stop one of them and ask them if a table was ready? If the manager 'made eye contact' with you, why didn't you ask him/her about a table?
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Worst Dining Experience
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Rating: 2/51
SHOREWOOD, ILLINOIS -- 8/26/12 The visit began with a dirty booth being provided to us. The waitress in our section was hurried and inattentive. Since I have to take a medication with water, I ended up asking the bartender since she practically disappeared until the meal was completed.

Bottom line: poor service, trite menu, tired decor, and inattentive staff. Stick to Red Robin, Houliahn's, or Buffalo Wild Wings.
     
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ok4now on 08/28/2012:
Dirty booth & inattentive waitress, so how was the food?
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Bad Chili's
Posted by on
Rating: 1/51
PEORIA, IL., ILLINOIS -- Server, Ben, was bad. Didn't care. The Margaritas here are different than all the other Chili's. They all seem aloof. All other Chili's in central Il. are good.
     
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Good food, iffy service
Posted on
MARIETTA, GEORGIA -- I went to Chili's on Roswell Rd. on 1/15, and ordered the 2 for $20, which is definitely a great deal. Other than finding a hair embedded in the cheese on my Texas cheese fries, the food was pretty good. However, I left almost half my meal in a to-go box and when I returned less than 2 minutes later to retrieve it, they had thrown it away and didn't offer to reimburse me, and really didn't seem apologetic at all. I like Chili's in general; however, this experience was less than desirable.
     
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Anonymous on 01/17/2012:
I love Chili's always have had great service and great food, Hope you give them another chance.
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