Chili's Grill & Bar — Restaurant in Durham

I’ve been to this restaurant 4 times, each time thinking “it can’t be worse than last time.” Yet somehow, this restaurant finds ways to lower the bar. NO MORE. Food: always cold, stale, and made incorrectly (This isn’t hyperbole , I haven’t had a single meal that tasted fresh. Everything is always lukewarm at best). This time, we placed a to-go order for an old timer burger (without cheese or onions) with fries and a triple dipper that consisted of honey chipotle mozzarella sticks (x 2) and southwest egg rolls. Burger meal: fries were cold and stale (as usual). They put cheese and onions on the burger (yet somehow acknowledged the customized order on the receipt by highlighting the changes). They also somehow left off lettuce and tomatoes without being asked to do so (maybe they were out of lettuce and tomato, I don’t know). The burger patty itself (though cold), actually tasted fine. I was pleasantly surprised.

Triple dipper: There was NO sauce for the appetizers (it’s supposed to come with avocado ranch and regular ranch). When I asked the employee about the sauce, she stated “we’re out of ranch”. Really?! At 1pm on Tuesday?!?! The mozzarella sticks were terrible. The flavor was good, but the texture was rubbery, too saucy and the food was cold (see the theme here?). The southwest egg rolls were surprisingly very good, even without the sauce. They had a crunchy texture and great flavor profile. I suppose the egg rolls were premade and microwaved, which reduces the chance of screwing it up.

Service: terrible. I was served by an elderly white woman (just providing a description, wasn’t able to catch her name). When I asked her about the sauce, she said “we’re out of ranch”, then completely dismissed me without offering other sauces or alternatives. Just terrible. She gave the impression that she didn’t want to work, nor had time for customers. No communication.

This restaurant has proven time and time again that the employees don’t care about customer satisfaction . The quality of employees MATTER. If your employees can’t follow simple instructions, the company won’t succeed, hence the low rating. Clear evidence of poor leadership. My advice to customers: purchase food items that require no customization. Eliminate the ability for employees to make mistakes. Otherwise, you will be...

I used to love Chili's. My family took me for mother's day. We went the day before on Saturday so it wouldn't be so busy. I have 2 year old twins. Needless to say I don't get out much and this was a special occasion. I ordered a water because I have dietary restrictions. The server unapologetically informed me that their water tastes so bad I wouldn't want it. Server took forever to take our order even said she'd be right back then went and took an order for an 8 top (1 of the only other tables in our section with customers). It took 30 minutes bf we even ordered. I ordered fajitas and requested no chipotle butter on top- 3 times. That stuff is nasty and they didn't used to put it on. Service takes forever but they weren't even busy. Husband ordered "express" lunch of salad and chili. He received both when my fajitas came smothered in nasty chipotle butter. I informed her of the mistake. He eats while I wait for fresh fajitas. Sever said the manager poured the butter on right bf it was brought out. Server disappears while husband need drink refills and refills on his "express lunch". Finally he gets another bowl of chili. The food was terrible. I couldn't even finish mine and I used to be able to eat those fajitas every day they were so good. Well no more. They didn't even come out sizzling. My twins macaroni looked horrible and they wouldn't eat it. Finally got the check and my husband paid on the table kiosk. Then noticed he was charged for a second chili. Then waited to get a refund. Horrible experience. My mood was way down leaving here. Twins were being difficult since we were there over an hour. Their commercial now boasts "chili's is back" I guess bc they lost so much business after all their "improvements". Well it's not back. It's not as good as it used to be, actually it's worse. So disappointed. I still can't believe I had my meal with no water! If it's that bad what does that say about the food? I mean they use it to prepare food...

VERY disappointing!!!! I live about 30 to 45 minutes from Chili's, and my most recent visit was beyond bad, unprofessional, and disappointing. I'm only giving 1 star because 1, I have to and 2, because while the service was terrible, the food was surprisingly good. We visited on Sunday, December 30, 2018. They were not very busy at all, we waited over 5 minutes to be seated and plenty of tables were empty. We ordered the 2 for $25 deal, I ordered a glass of wine to go with my appetizer, received the appetizer within 10 minutes while still waiting for my glass of wine. After 30 minutes I was finally served my glass of wine, which at that point I didn't even want it. They were out of ice cream.....service was beyond what I have come to expect from Chili's.....and it used to be one of my favorite restaurants. We asked to speak to the Manager, and WOW.....just WOW!!!! He didn't even know what to say.....he was standing at our table like he didn't know what to do or say. All he could say was, sorry, we're extremely busy tonight, as many times as I've been to Chili's, they were NOT that busy...as you can see by the pictures I have posted, he offered to take some off the bill. We explained that we were not telling him so that we could get a discount, we wanted to make sure he was aware....biggest JOKE ever. (We paid FULL price & tipped 20% as we always have, although the service was terrible. I never got his name, but I'm sure if you look to see who was working as Manager on 12/30/18, around 8 PM, you'll be able to figure out who it was....he is NOT management material!!!! I've worked retail, I've been a waitress, and I own my own business, and to say I was disappointed is an understatement!! So done with Chili's and I will be posting on Social Media as well, so no one else gets the service that we did...