Chili's Grill & Bar — Restaurant in Atlanta

I visited 🌶️ on 02.28.23 and it was the worst experience ever. I placed an order for a burger without BACON and was told the order would be ready in 15 mins. I waited almost 30 mins for carry out. Once I went inside to pick up the order it was complete chaos there were 6 Uber and 2 Door dash drivers waiting to pick up food. They were passing the incorrect orders to other people and half of their orders were incomplete. Now here’s what broke the camel back- once my order came out one of the ladies in carry out placed the order on the counter without acknowledging the name they asked for when placing the order. I asked if my order was ready… another young lady took my order back to the kitchen which seems strange so I peeked around the counter into the kitchen and notice the young lady PICKING off the BACON and throwing it inside the trash. I was disgusted I immediately asked her to process my refund. Unfortunately she couldn’t process the refund and was told by the manager on duty (Marie or Maria) I would have to wait until she has time to come process my refund and she can’t do it right now because she’s in the kitchen and she doesn’t know when she will be able to process my refund. I stepped to the side and patiently waited a little while longer. I would say 10 mins passed by and still no manager so I asked if she can come to the front, the young lady went to the back and returned stating she can not come and refund my money and I’ll have to wait 3-5 days anyway because I paid with a card. Wow!!! I took it upon myself to go inside the kitchen to find the manager who’s basically stating your money your order doesn’t matter even IF we have inconvenience you and your family for over an hour. Yes, I know I should’ve never stepped inside the kitchen area but I was fed up. Maria or Marie clearly told me she couldn’t leave her kitchen to process a refund while she held a knife in her hand- (I think she was cutting a burger) but I asked her to please process my refund so I can find another restaurant to take my kids. She than raised her voice and stated I can’t do it now it will take 3/5 days to get your refund “anyway” and raised her knife and said and you need to get out my kitchen.

Shortly after Maria or Marie (one of those names) and I exchanged words she said she would take my number and call me to process the refund.

Well here it is two hours later the restaurant has closed and I never received the call.

The customer service the restaurant presented tonight was F1 the two ladies who worked carry out didn’t smile, greet, or thank anyone. There was one guy with loc’s that came around and helped as much as he could. He had the most amazing smile which calmed me down and he took my number to provide to the manager on duty.

Being that I am in customer service and I know how stressful a workplace can be.. we should always remember communication, and respect for others turns any situation into a win win for both parties even if there were some issues.

I ask that train your team and educate them on how to handle and resolve complex situations.

Signed, A guest who’ll...

Long post First of all, I went against my better judgement and decided to meet some friends here and not to my surprise, I was quickly reminded why I don't visit restaurants on camp creek. So to start, the guy at the door was nice and advised us of the wait time (25 min) which was fine, as I was waiting on my other friends to arrive. Once they got there, we asked how long was the wait at this point, as it had already been well over 25 minutes.. he told us it was now 30 minutes.. how did it go from 25 to an additional 30, I have no idea. Not to mention there was a extremely loud party with young men going in and out the door, and standing around, which made me very uncomfortable and no one said nothing. So, eventually we were able to sit at the bar. Now mind you, we were a party of 4 but the bartender only gave us 2 menus. But here's the interesting part, he said I'll be with y'all in a minute.. okay.. another 15 minutes went by, he was washing glasses, fixing drinks with no acknowledgement of us sitting there waiting for at least a glass of water, but of course, nothing. Eventually, I asked to speak with a manager and while waiting, I jokingly, asked the bartender "did he need some help" and he said it wouldnt make a difference and we all noticed the mood shift. So when the manager came out, he had the demeanor of not a manager but moreso of an "I don't care" energy. As I was voicing my concern regarding the wait time and all of that we had experienced, the bartender commenced to rudely intercede in the conversation regarding what he heard within the conversation that I was having with the manager. Of course, the manager said nothing to address the bartender interceding in a conversation that didn't involve him directly. Because if he had not butted in, he would have heard me address the fact that he needed some help. But I can say what not was gonna happen was going back and forth with a person who grabbed the ass end of a conversation that he was not invited to. Needless to say, that was a wrap, so instead of making a scene, because East point police was already in the restaurant for whatever reason, and I probably should have left when we first saw them come in.. we left . I will NEVER come back to this restaurant... It's giving very much ghetto and unprofessional. Nothing to say about the food because I would rather travel across town a have a more delightful experience than to spend my money in a place that everything from the servers to management lacked tremendously. Lesson learned .....

NOT WHITE FRIENDLY!!! Came into restaurant and could see it was about 80% empty, looked over and could see 15 to 20 people in the waiting area. Asked the hostess if they were on a wait and she said yes, because they only had 2 servers. Asked how long the wait was and she said she didn't know. So we waited. We were going to go sit at the bar but the empty chairs had dirty dishes and dirty glasses on the bar. The bar tender for the next 30 minutes was on her phone and filing her nails, the dirty dishes sat there and never got cleaned up. Also while waiting i could see the manager in a red shirt, hanging out in the server area with the 2 servers just talking and laughing. We Waited a total of 40 min to be sat at the booth in the bar and the hostess said a new bartender was coming on she will be right with you. Sat there for about 20 min, the bartender never even acknowledged us, while she asked other people at the bar if they needed anything and then on her phone. I asked the host who our server was and if they knew they had people at a table. She said the bartender was our server, I asked her if she could let her know or reminder her that she had a table too. The bartender turned her back to us and said to a couple sitting across the bar "why crackers always in a hurry!? I just got here ill get to them when I'm ready!" Another couple we could see heard it and one females said wow. While others laughed. We got up and left. Looks like the employees are running this restaurant as it appears there's no leadership. Especially when you have several people waiting and the manager is just hanging out with the servers. No customer service, no rush to expedite to get guest taken care of. I managed several restaurants, and when we were short staffed not only did I continue to manage the restaurant, but also had to cook food or serve tables etc. There's absolutely no management being conducted in this establishment. I would assume it's chili's policy time frame to acknowledge customers, seems that employees needs come first and they do what they want. The bartender has no business being in any establishment dealing with customers or providing customer service, absolutely disgusting! When you fail to provide quality service with quality food, why are you even open!? I visited this establishment on June 10th 2023 between 4:05 p.m....