Chuy's — Restaurant in Austin

The food here is usually good, but the service needs serious improvement. Earlier this evening, my mom placed a curbside order for our family. She arrived at the designated spot at 4:15 p.m., just five minutes after placing the order. The estimated ready time was 4:39. However, by nearly 4:50, she still hadn’t received the food — and no one had come out or contacted her about any delay.

She eventually called the restaurant from her car to ask about the status. The employee said they were really busy, but that didn’t seem true — there were very few customers who entered the restaurant during the time we were waiting and the parking lot was not full at all.

Frustrated by the lack of communication and long wait, my mom asked to remove the tip she had included. At first, the manager told her it wasn’t possible, but after some back and forth, he eventually admitted that it was possible. It felt dishonest and unprofessional.

To make matters worse, he asked her, “Well, what do you want me to do to make this right?” — a question that puts the burden on the customer instead of taking accountability as a manager. It’s his role to offer a resolution, not push that responsibility onto a frustrated guest.

Overall, the service was disappointing. It’s understandable if a restaurant is busy and running behind — but accurate ready times and proactive communication are essential, especially for curbside pickup. And even when an unexpected delay arises, just send an employee out to inform the customer instead of leaving them in their car without any clue what is...

First things first our server was great, the food was good and things were going perfect. It was myself and my young Daughter. I’m a single Dad so it’s just me and my little one. We were just getting in to our entrees when my Daughter said her tummy hurt and she needed to go to the bathroom. I put napkins over our drinks to indicate we would be right back, I let the server know and gave him my card. We came back 5 minutes later and them table was cleared. All of our food had been thrown away. There goes $35 down the drain. As a single parent this is not uncommon so I felt I took the necessary steps to prevent this from happening. I guess I’m just going to have to carry a card stating that we’ll “be right back”. If it weren’t for our server this would have been a 1 star review. I still left a 20%+ tip for the server because I could see he was hustling.

The previous time I came to this location I ordered fajitas to go to take to some friends that just had a baby. I followed the to-go protocol as instructed. My food never came. I called in after 20 minutes past the time given. They said it would be right out. 15 minutes go by and nothing. I call again, 15 minutes go by and nothing. I finally got my food 45 minutes after the time I was told it would be ready. It was cold by this time. We ate it because we didn’t really have a choice. I don’t thing I’ll be returning to this location again. Pretty disappointed and I’m a...

Ordered a pick up. We tried to park up front but it was hard to park up front. There was 3 giant trucks up front in the to go spots. We didn't feel comfortable parking there so we parked off to the side. It was a pick up spot. The girl came to our car and said "you had to park so far" then said "you know you can park up front, those are pick up spots too". And then she darted off. Well I didn't appreciate her comments. Also they forgot to give us chips and an extra sauce that we paid for. So I went in to get what we paid for. The rest of our order. I told them that I was missing and they brought it out. I did mention that the girl who ran out food out has that smart remark about the parking. I explained to this young man that there were giant trucks in front taking up most of the spots and we didn't feel like it was a safe place to park. I said we didn't go out of our way to make it hard on her. He said that's why the spots are out there. But his tone was condensending. He then said well you got your food? Ok... I left before I could say something that would have ruined the night for everyone. We left a tip. All we wanted was dinner not these attitudes. I didn't want to have to go back in to argue. They forgot some of our order. That girl could have kept her comments to herself. Honestly I am never going to give that place another dime of my money. To hell...