Chili's Grill & Bar — Restaurant in Florence

I ordered through door dash. They didn't give the doordasher my complete order( left out an entire meal). I called and explained and was put on hold for 20 minutes for the manager to talk to me. Then the original employee got back on the phone and told me to call back in what would have been an hour and a half later that night. I said I can't do that and that my family has been waiting to sit down and eat Saturday dinner for over an hour, and then they told me they aren't responsible and abruptly put me on hold again and then they hung up on me while I was on hold. FYI, the restaurant is responsible by law as they are the ones who write the initial receipt and have the Gov Health Certs to make/serve/package the food. The restaurant is responsible for the order being made/served/packed complete, not the doordasher. Door Dash specifically won't let its drivers open a packed food box/bag because the drivers aren't ServSafe certified as required by law to handle food. So, I called back and was then handed off to a manager. He said the same thing the first person I talked to said and then literally said "we are busy" and "to come up there" and he said this in a shockingly aggressive way. Not only did his aggressive tone take me by surprise but I have a disabled household so driving across town at night is not an option and as such I know the law for these delivery services that when you order takeout, it is the restaurant's responsibility regardless if uber, or doordash, or inhouse delivery; the restaurant is required to have the complete order or initiate a process to refund. He (the manager) then told me over the phone that "we won't refund and we won't complete the order" because he "is busy". I replied to him that "It isn't my desire to be litigious but this is theft. Do I actually have to take a recording of what you have said and file a police report?" The manager then abruptly said, " I don't respond to threats" and hung up on me. I called back and asked what is going on? At this point I was concerned that I was just talking to some "new employee" this whole time and they were "hazing the new guy" at both of our expense. What I was being told by them so absurd that I thought I was being pranked. I asked whoever it was that answered the phone this third time calling, "why the manager did that" and was told by that person that they are "extremely busy" and was passed off to another employee who then hung up on me mid sentence without me even able to get a question out. Anyway, I gave up, my family had what was in the incomplete order and I'm going to bed without eating dinner. It was all just so heartless and unnecessarily mean. What is the World coming to? It really was just an awful feeling to be treated that way and to lose money on what I thought was going to be a nice little Saturday dinner. I don't even want to file a report and risk this feeling of being so discarded to get worse than it already is. I just want to go to bed forget the experience but I thought I should write a review while it is fresh on my mind to let people know that we have got to start treating each other better. Sometimes even what seems to be passing dismissiveness or simple disregard for each other can be really much more hurtful to people than we realize. If this review reaches anyone, I hope it gives folks a think on how we treat each other. No matter how frustrating and busy life/work can be, kindness towards others is the easiest way to being happier in our own lives. I don't think that's just something I subscribe to but is in all of us yet folks are starting to forget it more and more these days. So much pettiness from that manager or employee or whomever I was talking to over the phone tonight. They took their tough shift out on on me by brazenly taking money from me then the manager treating me like it didn't even matter. Wow, we have to treat each other how we would expect to be treated and start respecting each other again. Good night yall, and for those that made it this far in this rather long review; I...

Party of five, waited about 45 minutes for a table. After being seated our server Kelsey arrived promptly and took our drink order. After she arrived back at the table with drinks she took our food and app orders. Our server, Kelsey was friendly and efficient. Once our orders were placed things went downhill. The restaurant was understaffed. There were only 2 people working the kitchen on a Saturday evening. We had to wait a very long time just to get chips and salsa app. They had to fry the chips. The salsa arrived icy cold, almost as if it was barely frozen. We waited even longer for the onion petal appetizer. We waited and waited and waited. Parties as large as ours were seated well after us and got their food before we did (they ordered pretty much the same thing, fajitas, kid meals, etc). It seemed like the kitchen staff was not keeping each table's tickets in order. When the food finally did come, it came in shifts. First the kids got their orders of chicken fingers & fries, and cheese quesadilla with mandarin oranges. They were finished eating when my spouse & myself got our chicken fajita condiment boats, with no accompanying chicken fajitas. Then, quite a bit later our fajita skillets came to the table with no beans and no tortillas (brought by a different server). Then my grown son got his steak and chicken fajitas with beans included and three tortillas wrapped in foil. Our server came to give us drink refills and immediately noticed our order wasn't complete. She went to the kitchen to get our tortillas and beans & meanwhile my son shared 2 of his 3 tortillas with my spouse & myself. Kelsey came back & told us that there were no tortillas ready, they had to be put on the grill & apologized profusely. More long waiting and finally our beans & tortillas came. The kids had long ago finished their meals & we adults were pretty much just getting started so I asked for their dessert orders (mini moltens) to be served to keep them occupied while we ate our dinner. Meanwhile, my son who is allergic to shrimp (As am I) found shrimp in his steak & chicken fajita skillet. My spouse forked it out, wrapped it into a napkin and called for our server who was really upset about it for us, very kind & apologetic and she took it away. A bit later she came back to the table to tell us she took my son's fajitas off of our bill. We thanked her, asked again for the kid's desserts and also for the sharing cookie that was supposed to come with our dinner for two, and some to-go boxes because at this point we'd been there forever. We never saw a manager, nor did a manager approach us after the shrimp incident or say anything to us about our extremely long wait times and food not being done at the same time or anything. Our server's kindness was about the only saving grace at this meal. She came back to table with our boxes and told us there were no cookies either, so we just told her to give us the cheesecake instead (to-go), and since we never got the children's desserts to make those to-go as well. Then we still had to wait for the mini-moltens before we could get out of there. Our bill, minus the shrimp tainted fajitas was over $60. That's a dinner for two fajitas special which includes a choice of shared app & a choice of shared dessert), 2 teas, 1 cola, 2 kid drinks, chips & salsa and 2 mini-moltens kid desserts (Desserts were a disaster by the time we got home. The rice with our fajita skillets was uncooked, or just dried out & old? I have a photo, plus I kept it in it's to-go box.) I added a $20 tip for our waitress on that ticket because of her kindness and attentiveness, plus the fact that with kitchen turnout like that, and extremely poor management (imo) how is she going to make any tips? We were at our table for hours. How's another party going to get seated? This was ridiculous. [Manager listed on ticket:...

The food was great! Our server was good, as far as getting what we needed. However, when we asked for the check, we were told to pay on the tablet thing on the table. A few minutes passed, and we heard the table behind us saying that we had paid their check and how awesome it was. Their server told them that we had intentionally paid their check. Our server hadn't told us anything. When our server came back 10 minutes later, we asked him what the deal was. He said that he would fix it and walked off. No apology, no explanation as to what happened. Another 10 minutes passed. I had checked my credit card and saw that they had charged us another $27 without our knowledge or permission. So we waved down another server and asked to see the manager. When she showed up 5 minutes later, she didn't introduce herself, she asked what we needed. We asked what the deal was. She picked up the tablet thing and looked at the bottom and said, "Oh, YOU used the kiosk for the other table." How were we supposed to know which one was which? It was on our table when we arrived. So we told her that she needed to fix it so that we could see for ourselves what we were being charged for. She says, "Ok, I'll take care of it," and walks away. When she returns, she hands us a receipt for a refund for our check, plus the other table's check, minus the tip (by my own calculation, not any type of explanation). She put it on the table and said, "Here ya go," smiled, and walked away. At this point, we are dumbfounded. A few minutes later, the server for the other table walks over and points to the receipt she gave us, and says, "Oh, Sara took care of you? Good!" We looked at him and told him we didn't know who we had spoken to or what had transpired. On our way out the door, we also noticed that the health rating was 84. It had been about 5 or 6 years since we had eaten at this restaurant prior to this, and sad to say that we won't be back. Oh, and today I noticed that I have a new pending charge for $58 on my credit card. It's scary to me that they can charge new charges, reverse charges while you are there, and then place new charges after you leave, without them ever having your permission or possession of your card! I am so disappointed in this experience! My advice, if you like their food, take cash and only...