Chili's Grill & Bar — Restaurant in El Paso

I had high hopes for this restaurant based on the reviews, but I was sorely disappointed. Personally, I don't usually leave reviews for restaurants unless I've had a really bad experience or encountered exceptionally poor service. The hygiene standards at this place are appalling and my food was handled in a very poor manner. The men’s restroom was clogged, and water flooded all over the restroom and outside the hallway. No employees or managers were around, and when I mentioned this to manager Melissa, she told me that she already knew and that she was already there, but nobody was around. My shoes got wet, and water went inside my shoes. We waited over an hour for our food, and when it finally arrived, the wrong plate was brought to our table by a young lady food runner with blond hair. Restaurants normally do not serve food which was already served to another customer to the second customer because the cost of food is cheap compared to a lawsuit or a health department’s fines if they find out, but this was not that case. My server apologized and told me that he didn’t know why they did that and took it away, after my daughter had already eaten from the plate. I don't believe the food runner realized this since she only said, "sorry bro, it’s been a long day" and just walked away. The staff seemed overwhelmed and disorganized. I ordered some Nash Hot Crispers and I mentioned to my server that the flavor was too overwhelming, and that I wish to request Original Chicken Crispers instead. My server just grabbed a napkin and took the tenders off my plate while he was touching everything else. Very poor way of handling customers food. At this point I lost my appetite. When I brought it to the manager Melissa attention, she barely apologized and did nothing to compensate for the incident. Manager said, "Thank you, we appreciate the feedback, I will talk to the employee" and just walk away,...

If I could leave no stars I would. I had an accident today 3/14 and I asked about the wait. The front lady told me it would be 45 minutes I said it was okay. She then told me I had to wait outside when there was a family waiting inside. I had told them about that then she got nervous and told me okay you can wait here. Then while waiting there was a group of 7 people who came in while I was already waiting for 25 minutes. The man asked for 7 adults and 3 kids. The front girl Randy told them give me 5 minutes to sit you down. That’s when I went to talk to the restaurant manager Jose and I explained I had been waiting for so long and they sat down people who had just came in. Randy the ones who sat them down laugh and looked at me while telling them let me sit you down. Like if they where doing it on purpose because I had asked Randy (the front attendant) I was going to wait inside. I felt discriminated really bad. When I complained to Jose the restaurant manager he said “it is what it is” we are busy. I continued to explained how Randy sat them down and he said “ugh” let me sit you down. At that point I don’t feel comfortable eating there. I asked Randy why did she sat them down and she said because there was a table. There is a table for 10 people but not a table for 3? I don’t mind waiting but don’t treat me like that and don’t discriminate me and humiliate me. Jose was very rude and unprofessional. He was working at the kitchen and you could tel that they where short. He was telling the waitress to tell guests that the waiting time was 45 minutes so they could leave. It is what it is sometimes you get to chill and manage the store and other times you got to step up and work as well when you are short. I had never experienced anything more humiliating than this. When I left Randy was laughing and I did told Jose the store manager that she’s laughing at me and he said she’s...

6/5/19: Today's order at another Chili's just confirmed that the one on N. Mesa is our favorite. Placed an online order for the Chili's on Transmountain for pickup. When I showed up at the "to-go" area, it wasn't very busy but stood there while several employees glanced over and looked away. After several minutes I followed the sign's instructions and went for help at the bar. Same as the other spot, I stood there for several minutes while employees glance over and look away. I then went to the girl seating people and was finally approached. After finally receiving our meals, I wanted to take them out of the bag to ensure they got the order correct. Apparently this upset the girl helping me and just stood there while I pulled out the items to look and then was quiet when I thanked her with no thanks for ordering with them. Yes folks, location does matter and restaurants in the Northeast of El Paso have issues with their workers as did this Chili's. I will make sure to keep my business at the Chili's on N. Mesa.

Update 9/5/19: My above review didn't get posted back in June when I originally did it, so I re-posted it on 9/1/19 which did get posted. On 9/5/19 I received a response from Chili's regarding my negative review. I responded to their follow-on request and will see how they handle it. More to follow.

Update 9/13/19: Chili's followed up by sending a letter of apology with a couple of gift cards to be used at any Chili's. It is obvious that Chili's values the opinion of their customers and strives to deliver a great experience, unlike Applebees. We appreciate Chili's response and look forward to visiting their restaurants in the very...