Chili's Grill & Bar — Restaurant in Denton

This was not a great experience by any means. Usually this situation ends with over dramatic 1 star paragraphs about how they'll never come back and yet.... they always come back. Smh.

I understand the frustrations of online ordering and coordinating everything behind the scenes on top of coordinating everything happening right in front of you simultaneously, but I fell victim to the mishap of the online ordering stories so here it goes....

They gave my order to someone else and I waited longer than I would have liked. That's all that happened making my experience suck, but that stuff happens.

The reason I'm giving 5 starts is because the manager, Ashley, stepped in and handled the situation as a manager should. I didn't ask for any discounts. I wasn't rude or short. I didn't fly off the handle cause of a simple mistake which left me inconvenienced. And wouldn't ya know it, i was taken care of by....dare I say it? A GENUINELY friendly face. Stuff happens and will continue to happen the rest of our lives. Oh well.

Ashley was informed of the situation by her staff once they found the error. She apologized sincerely. Told me she'd have the order remade as soon as possible. And I went out to my truck to continue waiting. It took a bit longer than it should of in my opinion, but who actually has an idea of the workload they had at that exact moment or if they were staffed correctly. She made a walk out to my truck on her own good will in 15 degree weather to come apologize in person again, give me an update and also gave me a couple $$$ off my next visit. Eventually my food came out and they made my order like the digital screen told them to make it. Good to go.

I feel like people have lost the concept of empathy for others these days. Ashley did exactly what she needed to do and did NOT over indulge in discounts or fake sincerity. She handled the situation as managers should. Got me my order and I ate. End of story.

I'll be coming back to this establishment when chili's pops up as the spot to order from because I know I'll be taken care of as a customer should be if Ashley's still running the show.

I appreciate you being there tonight...

I wish there was an option for no stars!! My review is late but I feel I needed to post one. My family and I visited this chili’s location on Father’s Day for dinner and needless to say we will never make that mistake again. The only reason we went there was because our child works close by and was scheduled to get off 2hrs after our arrival. We were seated quickly as it wasn’t crowded but that was the only good part about the visit. The waiter was very rude and acted impatient as we looked over the menus and prepared to place our order. Keep in mind we had 3children with us. My 4yr old (the youngest) asked for lemonade which she NEVER got even though my husband was given his and offered a refill that’s when we asked the waiter about my baby’s drink and he said he’d forgotten about it. After placing our food order we were seated for about 20min the waiter came over and offered us chips and salsa complimentary while stating that our food was taking a little longer than expected and would be out shortly. Meanwhile some new patrons were seated and surprisingly they were served their food while we were still waiting. Did I mention I only ordered Cajun pasta for me, chicken pasta and chicken dippers for the kids and my husband ordered shrimp tacos. After sitting for another 44 mins with no word from the waiter and no food we decided to leave and find food elsewhere. Our little Father’s Day dinner turned into chipotle bowls (as we were now out of time) and braums ice cream.. NEVER again will we visit this location. We usually frequent the Prosper location and they ALWAYS provide an excellent experience.. will be sticking to what we know from here on out. And this location should be ashamed of...

Recently, my family and I visited this location, seeking a pleasant meal out. Unfortunately, our experience was marred by the staff's approach to customer service, particularly from one of the managers. (Chris - he refused to talk to me and was only informed of his first name by the kitchen manager)

Upon our arrival, the restaurant was notably quiet with many empty tables. Our young children, excited as kids often are, chose to sit in a booth adjacent to ours. This seemingly innocent choice unexpectedly escalated when one of the managers approached us in a manner that felt unnecessarily aggressive. He insisted that the booth would need additional cleaning due to our children's brief seating there.

While we fully understand and respect health and cleanliness standards, especially in dining establishments, it was the confrontational tone and demeanor of the manager that was unsettling. This approach not only frightened our children but also left us feeling unwelcome and uncomfortable. It seemed to us that this attitude was unprovoked and possibly influenced by personal biases, which is deeply concerning.

Despite this, it's worth noting that our server was exceptional, providing courteous and efficient service. Additionally, the quality of the food was better than we remembered from previous visits. However, the overall experience was significantly diminished by the negative interaction with the management.

As a result of this incident, we are hesitant to return to this restaurant or recommend it to others. We hope that this feedback is taken constructively, as we believe that a welcoming atmosphere is just as important as good food in creating a positive...