Chili's Grill & Bar — Restaurant in Centerville

We went to Chili’s for a fun dinner. We ordered a couple of margaritas, and an appetizer, as well as our entrees. More than 10 minutes after ordering, our skillet queso hadn’t come out yet, but chips/salsa and drinks had. We asked our server just to make sure everything was good, and he said he’d go check on it. He immediately brought it out and said that “the food runner must have missed it”. Whatever, we shrug it off, drink our drinks and start eating the app and everything was good. After being there for more than 40 minutes, our server came over to us and said there had been an issue with the system so our food didn’t send through. He apologized and said he’d resend everything. My sister ordered a new drink at this time but asked him to bring it out around the time of the food, to which he agreed. Over an hour total has passed, and we still don’t have our hot food. Our server brought my sisters drink out but we had no news on the food. A few minutes after this point, he was coming out of the kitchen, saw our empty table, and his eyes widened before he dipped back into the kitchen. For the next 10 minutes he avoided our table, at one point even ignoring us while walking past when our friend was trying to wave him over. Eventually, our friend went and asked for a manager. After this the food came out, but we had decided we were going to leave and just wanted to pay for the drinks / we didn’t want the food anymore. The manager finally came to the table, and he said he’d comp the food (that we sent back, anyway??), but that he wouldn’t comp the app / anything else really. Our friend also said that my sister hadn’t drank her drink / wanted to send it back and have it comped off because 1) she hadn’t drank it, and 2) she had wanted it with food, and since we were no longer purchasing, she didn’t want to pay for something she hadn’t drank.

I work in a restaurant as a server and bartender where all of this scenario is pretty ridiculous, and wouldn’t happen. I know if this had happened at my place of work, my managers would have been more friendly and would have tried to turn the experience around for the guests, but that energy absolutely was not here at Chili’s.

{I understand we can’t get our drinks for free - I wasn’t trying to, we know Utah law, and we didn’t have a problem paying for the drinks we drank while waiting. The last drink could’ve been comped, because it hadn’t been drank, so it wasn’t being “discounted” by utah law.}

TLDR; waiter failed to send our order in twice, avoided us, and management was very unhelpful and overall felt like they didn’t care about guest experience in the dining room.

I’m super disappointed, as I’ve never had so many problems at Chili’s before, and I enjoy dining there...

We've been here a few times in the past and its been o/k, but this was the last straw for me.. Right from the get-go it was not good. The table was sticky, then the server only took drinks even though we were ready to order food as well, he just didn't give us the chance. It took a while for him to get them back with the drinks, prob 10 min or so. I ordered the try 3 with carne asada as my entre. We asked for the "free" loyalty chips and salsa for signing up for the app. 10 min later we got our side salads which were smaller than ever. I coul hold this bowl in the palm of my hand. 2 cucumber ships spanned the top from side to side. Then 15-20 min later then the food comes without the tortillas, which he said he'd go get right now. By this time our drinks were empty and no offer to refill. My wife started eating her steak while I was looking at the big chunk of shoe leather that was supposed to be Carne Asada on my plate. It was cut in 1" strips that were 3/4" thick and beyond well done, not even a hint of pink in it. (If you aren't going to serve it, don't offer it. Call it what it is, steak, and a cheap over cooked tough one at that or be honest and tell me you ran out or whatever the case is.) I Cut the strips into manageable pieces, but didnt get to eat for about 10- 15 minutes while i waited for the tortillas. He went by several times before finally remembering to bring them. By this time it had taken so long and I was just plaine starving so I started to eat them. but I really should have called the manager and asked them what this was because it was not what I ordered. Then I asked for the bill and the chips were not complimentory. $6.99. I asked the server to take them off and he asked for that to be taken off but it never was. 15 minutes later after he told me to back out of the bill in the electronic pad and go back in several times to see if it had dropped off he put it on a separate ticket so we could finally pay and get out of there. ( in that 15 min our server told another server right being me that it had been a bad night, and that the night before he had actually walked out in the middle of his shift.) The people behind us also had stuff wrong with their order and the manager took it off for them. Holy moly I don't know how they're still in business. I will never ever ever ever ever ever ever ever...

This is not a revenge review, however as a business owner myself I would be very concerned if my company was ran in this manner. When my wife and I arrived at 8:30 p.m. on May 27th the parking lot was not even half full, naturally we thought we get quick service. upon entering there were a total of 5 people in the entire bar area, the TWO hostess said that the table had to be cleared off before we could be seated and then went back to there important work of organizing the crayons to give to the kids. After my wife and I stared at them for ten minutes one of them decided to wipe the table top off. This took less than twenty seconds. We were already annoyed at this point for obvious reasons. When seated we received prompt service and ordered. After twenty minutes of sitting there I had to ask my server to bring out my wife's salad, ten minutes later it arrived. Ten minutes later now and mind you i've been here coming up on fifty minutes I start to get upset with the server and ask what is going on with our food and now there's only three customers in the north end of the building he said the general manager was back there cooking our food and shortly there after our food came up. My wife's food was good but missing the vegetables, however my complicated order of tortilla, chicken and cheese was to much for the kitchen and of course it came out wrong. The manager did offer to buy my dessert which was nice but at that moment all I was thinking about was my diner I had yet to receive. I sent it back and never saw my food again. 8.After sitting there for another approximately ten more minutes I've had enough of amateur hour and told the server i'm leaving. I offered to pay for my wife's meal and correctly he said to not worry about it.

This experience was a complete failure on so many levels. Honestly guys if you can't keep up with the work load then just shut the doors. All you're doing is waisting food and upsetting people oh and EARNING negative reviews like this one. I'm confident excuses will be produce and no corrective behave will be seen and that is exactly why i'm sure this Chili's location has low performance numbers. Just a guess but i'm...