Chili's Grill & Bar — Restaurant in Downey

I am a regular customer of the Lakewood Chili's but I was in Downey, so my family and I decided to go to that one. This was the worse Chili’s experience I have ever had. The wait was longer than usual for the time that we arrived. The hostess took our name but other parties that were of the same size went before us but had arrived after us. After a long wait, we were seated and our waiter did not show up for a good 5-7 minutes to greet us. When he finally arrived, and took our order, we started ordering for the kids and that went well, we asked for a few more minutes for the adults to be ready to order. We ordered under the 2 for $22 menu that includes an appetizer and I ordered an additional appetizer, exactly the same (equaling 2 appetizers). After another long wait, our entrees came to the table, I asked the server, “where are our appetizers?” and she replied, “I’ll go take a look. This has been happening to other tables too. I will let the manager know.” She promptly came back with two cold Texas Cheese Fries orders. I told her our entrees were already at the table and that the appetizers are cold. She replied with “one of them was not ready so we were waiting for the second one to come out. The manager will come by to talk to you.” But both of the appetizers were cold with the cheese hard. We ate the appetizers and then proceeded to our, now, cold entrée. The knives that were in the paper pockets were dirty, two out of the five settings had crusty stuff stuck on it. My family had to share, what we considered, the cleaner knives. But we didn’t want to bother the waiter with that (sarcasm) because then we would never eat. When the check came by, we had still not seen the manager, the manager never came by to offer an apology or offer anything to rectify the situation. The bill was for the exact amount of the meal, not even a discount or anything. I was extremely annoyed by the low-quality service and lack of leadership in the location after experiencing years of excellent service at the Lakewood Chili’s location. This was a learning opportunity, don’t go to Downey Chili’s unless you want dirty silverware, bad waiter that lie, management that is not anywhere to be found, and cold hard food that does not come in sequential order. Thank you for an unforgettably bad experience Chili’s of Downey. (Note: waiter’s...

Subject: Disappointing Service Experience at Chili’s Downey – Attention Melinda, General Manager

Dear Melinda,

I wanted to bring to your attention a recent disappointing experience I had at Chili’s Downey located at 12030 Lakewood Blvd. I placed an order through the Chili’s app, with a scheduled pickup window from 4:07 to 4:12 PM. The instructions were to park in the designated to-go space, and I would be notified via text when my order was ready for pickup. Unfortunately, this simple process turned out to be anything but.

Twenty minutes past the latest time in my window (4:12), I went inside to check on my order. Despite three employees walking past me and three other guests waiting, none of them acknowledged us, offered assistance, or informed us of any delays. Finally, someone did approach me and said they would check on my order. After another 5-minute wait, my food was ready.

When I asked to speak to the manager, I was told you were "busy." I then requested your name, which the employee provided.

To top it all off, after eating our food, I received a text message at 5:08 PM stating, "Your Chili's pickup order is READY! Head inside once you arrive and enjoy." A full hour after the expected time.

So, Melinda, on a scale of 1 to 10—where 10 represents outstanding customer service and 1 reflects the worst experience possible—which rating do you believe I would give based on this situation?

I hope you can review your team’s processes and customer service approach to avoid this type of frustration for future...

Hi I was at chili’s on 3-10-19 and I had a bad experience there it was my daughter 30th birthday so me and my family came out to chili’s to celebrate and we had to wait 2 hours to be seated so we waited it was about 10 of us ok we ordered and I called and asked about bringing a cake I was told no ok find and still came out at first it was going ok we was taking or time to order so in to the time we was there notices that the workers started acting frustrated never smiled ok that’s find and kept forgetting things and when it was time to say happy birthday omg that was the worst chili’s happy birthday sing omg it was really two seconds and the dessert was they could have kept that it was two other people there celebrating a birthday their dessert was perfect the happy birthday singing was cool loud and a lil longer I can’t believe it was spent like $ five hundred dollars that day there and not to say it’s a race thing but we are black Americans and the other nationality was hispanics and Whites but it’s ok I’m not races at all but for some reason I was feeling that the workers was I wouldn’t spend another family in that place again just no that the owner my not be but correct your workers thank you for the bad experience I had there I don’t mind spending my money anywhere don’t care what Nationality of the owner of the business it doesn’t matter stop doing people wrong that I do not...