Chili's Grill & Bar — Restaurant in Conyers

Wednesday July 19th

Are they paying the bartenders not to add alcohol to cocktails? Simply food order with a Patron Margarita (Silver Tequila & Citronge w/orange liqueurtaste). The cocktail taste like sweet water with a salted rim and no Patron (no buzz at all). When I voiced my dislike of the cocktail to the waitress that called herself "Celebrity" she didn't flinch (no apology or offer to seek a manager to remove the drink from my check) just proceeded to setup my payment on the kiosk and walked away! I made sure her tip reflected her nonchalant behavior! I'm growing concerned about going out to restaurants for cocktails because my last two experiences were subpar. This location is going down hill more and more (see below for a review from 1 year ago). Management should stop hiring bartenders with no skill - they are a part of the front line of the eatery (cocktails while waiting for the main course).

1 year ago This is my go to Chili's - I drive from Stone Mountain and pass the Stonecrest Mall location to come here because it use to be the best (good food and outstanding customer service). My family and I have been coming here for 18+ years and never had an issue until tonight! I ordered curbside pickup (offered on the app) arrived on time checked in and waited. I can see several employees through the pitcher window from my vehicle near the curbside pickup area. After a 10 minute wait (I figure my food was sitting on the counter because it takes me 20 minutes to drive there) no one came out to deliver my food so I got out of my vehicle and went in. At this point there was no one behind the counter so I had to wait another 3+ minutes. A young lady finally came and asked if she could help me. I asked was my food ready and gave her my name. She reach behind her on the counter and handed me my food that had been sitting there. At this point I'm frustrated (because I ordered curbside service to avoid getting out of my vehicle) so I made a comment "I shouldn't have tip that well"! The Millennial (young Lady that was assisting me) began to laugh and gave some BS excuse about their "thing" is broken. Now I'm really PO'd because as I stated earlier they have a picture window which allows them to see the mark spaces for curbside pickup (walk to the vehicle and obtain the customers name). I made the comment about the tip because on the app when checking out it automatically has an 18% gratuity marked (other options as well and a custom tip). Because it is a little cooler outside I gave a little more - to show appreciation for them bringing the food to my vehicle. I swear the pandemic has really taken a toll - especially on the food service industry! Most establishments are hiring lazy people like that Millennial with piss poor attitudes that have no business working in the customer...

I waited a month before posting this review because I really tried to give them the benefit of the doubt and allow them to correct the problem, but after being told that Mr. 'He is a real stand up guy" -Matt(may or may not be his real name, the tall manager) tells his female co manager that he never recieved my receipt on May 12th when I handed it to him along with my messed up order from the day before, I must post a genuine review and hopefully show them how upset I am. On mother's day, May 11th, I used my Chili's app to place an order for dinner for myself and my children. Yes, no fancy restaurant for me that evening, just a quiet meal and movie together at home. The order total after a five dollar tip was $72.67.

I got home, we fired up the movie, I was ready to dive into my guacamole-free sandwich, but they did not follow the customized direction for my meal and my dinner was ruined. I enjoyed the movie with my children and instead of making a scene and returning to the restaurant, I waited until the following day. I brought the refrigerated meal back up to the restaurant with the receipt and politely explained what happened and requested a refund.

The manager was a tall male. He took the plate and the receipt along with my name phone number and email and a promise that I would be refunded in 7-10 business days. I went about my day. 11 days later I called to check on the refund. I was told it was being processed and would be a few more days. It was NOT refunded. It will be a month tomorrow.

I contacted Chilis today and spoke to a female manager. She claims she could not find my order using the date and total. She also tells me that her manager is a very stand up guy and claims that I did not give him the receipt. I questioned if there is a camera in that spot and she said no-which is odd due to a register being there(I think). I assure you that if there was a camera, you would see my receipt being handed over with the plate. I'm pretty sure it was tossed in the trash along with the plate.

The manager gave me her supervisor's number to call, but she does not answer. I requested corporate or customer services phone number, but was just given her supervisor-Elizabeth's number. I did leave a message. Since that last phone call, I found my email with my order number. Order number: 350089590. I find it very strange that the lady was not able to find my order as I provided detailed information about my order from the Chillis app.

This experience has been deeply frustrating—not just because of the botched meal on what was supposed to be a special evening, but because of the lack of accountability and follow-through. At this point, I believe a full refund for the total amount is warranted. A simple apology...

Dear Chili’s Customer Service,

I am writing to formally share a disappointing experience I had at your Conyers, Georgia location (1570 Dogwood Dr SE) on the evening of April 10, 2025, at approximately 6:20 PM.

My family and I—party of five including three children—visited the restaurant to celebrate my son’s 10th birthday. We were expecting two additional guests and were told there would be a brief wait while a larger table was prepared, which we understood and accepted.

Once seated, however, we sat for over 10 minutes without any acknowledgment from staff. During this time, a couple seated directly next to us—who arrived after us—was promptly greeted and assigned a waitress within two minutes. I politely asked that server if she could assist or direct someone to our table. She stated she was not our waitress and would get another one to come over. This response was confusing, given that we were clearly in the same section.

After more waiting with no response, I had to get up and request both a server and the manager at the front. Two minutes later, a waitress finally approached our table. However, at that point, we already felt neglected and uncomfortable.

To make matters worse, the manager I requested never came to our table. I later identified her based on how she was interacting with staff and other guests. She walked past our table several times and even stopped to engage with the same couple seated next to us—but never once acknowledged us or addressed the situation. It was clear we had been overlooked, and the lack of basic courtesy added to an already frustrating experience.

What should have been a special and celebratory evening turned into a disappointing one. The service and overall professionalism fell far below the standards I expect from Chili’s—a brand known for its family-friendly environment and hospitality.

I sincerely hope this feedback is taken seriously, and that steps are taken to improve staff training, attentiveness, and leadership presence at this location. No family should feel invisible in your restaurants.

Thank you for your time...