Chili's Grill & Bar — Restaurant in Chesapeake

Ordered via website to pickup using the "to-go" method. The order stated that it'll be ready @ 7:17pm. I pull in at 7:19pm thinking that I'm late. I was wrong. The nice counter lady greets me maybe 5 min later to say, "Hi are you Morgan? We're waiting on your sliders/burger" I ensure her "no that is not me" Say replies "Oh, there's a Megan and a Morgan haha so yours is waiting for the Chipotle chicken crisps" In that moment in my head I'm saying 'yeah ok, I didn't have a chiptole anything buH did have chicken crisps' so I nod my head and politely oblige and let us go on with our lives. 20 minutes passes before I get angry enough to step out of the vehicle and go inside. I wasn't greeted. No one talked to me. And I just stood there. In the background I heard an employee tell his comrads "Megan is calling looking her order" And it was then that I made myself known and announced "So is Morgan!" Lol Still, nothing. I may have been standing in there almost 10 minutes. By this time even if we really were truly waiting on chicken to cook... my other food for the family of 3 would be ice cold. I should mention that my toddler should be on her way to bed for 8pm but Chili's isn't going to let that happen tonight. So when I saw that counter lady again I yelled to her and asked, "I need you to get somebody to come cancel my order at this point" She scurried off and came back with manager Todd. Todd asked what was the problem and I repeated my story. He apologized as every manager is obligated to do and confirmed that I still wanted to cancel. TODD: "we're just waiting on the broccoli now so are you sure you want to cancel?" Ok you guys. You've lied to me twice now. I obviously stuck by my cancellation, so he went on with the credit card return. As he waits for the POS system he turns up and asks "would you like some chips and salsa on the house" Really? .... That's the best you got Todd? Laughable. Me: "No, I'm good" Todd: "Ok, you sure?? Well next time you come in ask for me and I'll make sure everything is done in a timely manner" Ok people. When the heck did better time management require special treatment? Honestly, I used to work in the restaurant industry. I get it. Slow cooks, waitresses that were more concerned with smoke breaks- I've seen it all. But there was so much that went wrong tonight here at Chili's. So I drove to Arbys, bought dinner for 15 DOLLARS LESS in less than 10 minutes. Thank you for saving my night Arby's! I'll give them a shout out for their speedy service later. Recap: (my 35 min Chili's trip) #1 The counter lady didn't even have the order right when she came out to make excuses, she should've just told me the truth instead of fabricating the chicken story. if y'all just started the order...you should have told me so I could've made the decision myself to leave or stay. When another 20mins passed and no one had checked back I went inside.... to be ignored. #2. Even when I yelled my name out, no one wanted to come talk to me. #3. May I point out that even if my chicken/burgers/broccoli was coming out soon, the other food would have been cold by now. #4. When Todd did my cc return, he gave me the 34.01 for the food and KEPT MY 5 dollar tip! Todd owes me 5$. Period, that is BEYOND MESSED UP.

So upon waisting a good 40 minutes on Chili's, I am without my $34.01 for a few business days bc of the banks card return policy, I have a hungry, sleepy and cranky toddler, and I paid $5 tip for NO customer service at all.

Clearly I should've brought my family inside to sit at a table and eat, that seems to be the only customers that...

Let me start by saying I really enjoy Chilis and have been to many locations over the years. For some reason this specific location I have had multiple issues with service over the last year. Having worked in a restaurant I have certain expectations of how customer service should be and how things should be handled when a situation is less than ideal. Tonight I came into this location around 710. After 12 minutes of sitting there I asked a waitress that was clearly off going and cleaning her section if there was a server assigned to our area. She politely stopped what she was doing and found the server assigned and came back to let us know she was on her way. A few minutes passed and our server had to been to multiple other tables nearby including right behind us and still failed to say a word or let us know that she would be with us shortly. The original waitress I asked for help from saw this and came to take our drink order to help out. After she brought back our drinks and we still hadn't been helped she took our order as well. Eventually the assigned server non-chalantly brought our chips and salsa and started asking if we needed anything. I appreciate transparency or a greeting at least (I still don't know our assigned waitress name since she never introduced herself) but got neither. After my food came out I told the assigned waitress that my appetizer soup never came out and instead of taking proper accountability or trying to make up for the sub par service we had with her so far, she proceeded to blame the missing soup on the waitress that helped us stating that waitress wrote it on paper and it wasn't in the system so she couldn't read exactly what I ordered. Yet our assigned waitress made no attempts to double check with me on what my order was. I'm human and make mistakes too so perhaps this was just not her night so I tried to cut her a little slack. What bothered me as a customer is that the waitress that saved us from walking out after not being initially helped was blamed when we weren't even her table to be responsible for. I was highly impressed with the waitress that I asked for help initially and asked the hostess on my way out for her name to give her a shout out. Naveah (might be spelling it wrong) not only had great customer service but I was impressed with how thorough she cleaned her section. I have never seen a waitress be as detailed cleaning and of course her customer service was great stepping up to help out and following back up to make sure we actually got taken care of. This location needs more servers...

I didn’t plan on writing a review for this outing, so I apologize ahead of time for the lack of pictures. What changed my mind? The outstanding customer service! After being seated, our server (Nicky) came to our table, greeted us and took our drink orders. Right away, we noticed how friendly and personable she was. When she returned with the drinks, we placed our order for the appetizer and our meal: the Ancho Salmon, Triple Dipper, chipotle Bowl with beans and no meat, and the Chips and Salsa appetizer. When my meal arrived (a Chipotle Chicken Fresh Mex Bowl with beans and no meat) it wasn’t prepared properly. Nicky apologized, offered to have the dish remade and asked if I would like something else while I waited. I thanked her and requested more chips and salsa, which were promptly brought to our table. Not too long after, the chef came out and apologized for the oversight and explained that they were short on one of the components in the dish due to a delivery problem. He offered a substitution that I agreed to, and he also asked if I’d like something else while I was waiting. I thanked him and let him know I was happy to eat the chips and salsa while I waited. When my dish arrived it was hot and tasty. They substituted the beans they normally use for a black bean side dish topped with diced tomatoes! It was really good! Plus, they removed the charge from my bill! Talk about going above and beyond! While I don’t have pictures to show you, I hope this review covers something pictures can’t capture- the importance of amazing, genuine customer service! As we finished up and prepared to pay our bill, Nicky had to bring us another pay-at-the-table machine; the one we had wasn’t working. (It seems this restaurant had been experiencing computer issues for the last few days, in addition to the delivery issues I mentioned before.) As we were being helped, another staff member came over and asked about seating a party of 12. This was another party of 12 in addition to the birthday party they already had reservations for. Nicky calmly looked around the restaurant, saw where she would be able to accommadate them, and simply stated they could be seated in about 10 minutes. What a wonderful example of grace under pressure. With all they had going on, the staff was friendly, the restaurant was clean and the food was good! What more could you ask for? If you’re ever on this side of Chesapeake, I sure hope you give this place a try!

Notable Mentions: They offer a Military Discount on the 1st and 15th of month and a Senior...