Chili's Grill & Bar — Restaurant in Copley Township

I used to get free gift cards for Chili's from my credit card rewards and travel here frequently for takeout from all the way out in Tallmadge because the dry rub ribs and pork carnitas fajitas were so freaking good most of the time. I'd always do the 2 for $20 pork carnitas fajitas or dry rub ribs which were also 2 for $20. The last time I went in the summer I ordered 2 of the 2 for $20 fajitas and I didn't think I needed to check the bag because I'd only ever had good experiences here. I guess they stopped doing those fajitas and switched to some other kind of steak fajitas that can only be described as tasting like you're gnawing on a spicy rubber tire. I took one bite and put all four meals in the fridge. I live in Tallmadge and I have small kids so I'm not going back out at 9pm to return the food. I call the next day and tell the manager I'd like to bring back the untouched food (which was all of it) he wasn't very friendly at all and I told him that we ordered the pork fajitas and he said "We don't have those anymore" and I said "No one told me that when I ordered pork carnitas fajitas " and my receipt says pork carnitas fajitas,Not steak fajitas and to be honest they are not good at all and the portions were so tiny and the steak was so rubbery that I couldn't even chew it. If my husband won't eat it (he'll eat almost anything) then it is a problem. Then he asks if we ate them and I said I tried one bite of one of the 4 meals and would like to return the other three that were not eaten (I wasnt even trying to get anything for free even though I probably deserved it) and I'd like to switch them out for steak and ribs (also on the 2 for $20 menu) He said he couldn't do that because ribs and steak are worth more than steak fajitas even though they are also on the 2 for $20 menu. I then said if they wouldn't replace the meals...I just wanted my money back. I felt like I was in the twilight zone. They also didn't tell me when I ordered that the 2 for $20 was now 2 for $22. I was not taking no for an answer and I was in Cleveland the next day and I drove all the way to Medina to return everything and I sat in the waiting area for about 30 minutes and the manager wouldn't even come out. I mean REALLY? C'mon! I'm a quiet and shy person. It's not like I was rude to him or nasty in any way at all. Finally an employee came out looking all embarassed and replaced all the meals with no issue and my nightmare was over. The ribs and steak replacement meals were slim portions and overall lackluster. I don't know what changed there but something definitely has. I then called corporate and let them know what happened and they sent me a $75 gift card which I sold on ebay and bought an Applebee's gift card with the proceeds. I now use my credit card rewards for Applebee's gift cards. I used to hate Applebee's but they have really improved their menu over the years. The ribs and steak blow Chili's out of the water even though they supposedly specialize in baby back ribs. The food costs less for larger portions and there's more variety to select from. The best part is that it is only a mile away. No more 40 minute drives for cold food. I think I literally rolled my eyes into another dimension recalling this event 🙄 Seriously...

I placed an order via their online platform. This platform was directly with their company and not a third party company. We utilized curbside services, and a kind friend picked up my order as I worked from home. Unfortunately, my order was wrong, missing several items, and when I immediately called to have it corrected; the curbside person repeatedly stated hello and hung up.

I then had my friend call from their phone to see if perhaps they could reach and resolve the problem that night. Yet, on a different phone they still were hung up on. Consequently, our meal was ruined and my son didn't want to eat his food due to the error.

The next day I spoke with three levels of management. Each were unable to resolve the problem and qualified the mistake. Henry, General Store manager, became irrate, refused to answer my questions and then wrongfully doted his positonanlity as General Manager to decide what should be best for my horrible experience.

Dinning out for most companies is an experience. We don't have to eat there, we choice to spend our money because of quality, experience, and convenience. It was inconvenient to drive to a place and pick up a wrong order, it was inconvenient to call that night and try to correct it, yet employees refused the call.

It was inconvenient to have me call three times the next day and wait 20-30 minutes to speak to managers and they just offer a coupon for my next order. Additionally it was insulting for management to not follow company policy and correct a deviated relationship with a customer.

How upsetting for employees of a brand to destroy customers experience based on their ego. Henry you are rude and lack decorum. I will continue my complaint with upper management. I'm interested to know how you quantify your actions. How did you determine my inconvenience? What was your thought process to determine the price of my time, gas, missing items and wrong order.

During Covid-19 many companies would be happy for my weekly order. In this case I placed three to go meals this week, well over 100 dollars. I wonder how might I have been enclined to continue my patronship had you truly helped? Yet your teams actions ruined what would have been a weekly routine, resulting in at least 400 dollars a month in revenue and thus a gross estimate of 5200 a year to...

Very upset with my experience with this Chili’s location. We arrived at 6 and nearly 730 still no food. The warning signs started the moment we ordered our drinks. I asked for water with lemon, simple enough right. Server forgot the lemons and ensured me she will be right back with some... She never came back with the lemons which wasn’t that big of a deal. We placed our appetizer and meal order in at the same time to limit our wait, so we thought. Our appetizer came nearly 30 mins later, barely warm I may add. The cridders were dried out with little meat in it or over fried not sure which one, mini burgers were good, the boneless wings were OK, and their water down ranch is a joke. We were left with no plates to eat our appetizers. When we asked for plates, it took our server over 15 mins to bring them (we were done by the time she came back). My fiancé had to use his napkins as his plate. Waited several mintinues and three walk passes from our server before she enknogleged we needed refills. I had to wait even longer for my refill of water if that even makes sense. What sealed the deal was the two other tables that were seated AFTER we ordered receive their meals before us. At his point we called it quits. Asked for a manger who could of cared less on why we asked for her. She did not introduce herself or even asked what we needed or what the issues was. The manager stood at the end of the table (for me awkwardly) until I initiated the conversation. I will never...