Chili's Grill & Bar — Restaurant in Florida

I went here to have a nice lunch with my daughter. We were greeted and chose to sit in the bar area. We ordered a Santa Fe Chicken Salad and Boneless Chicken Wings with an appetizer of Chips and Queso. Everything went great until the meal arrived. The Chicken Wings were fine, however, the chicken on the Santa Fe was obviously spoiled! (I've had the Santa Fe Salad about 3 times prior without issue). When I reported my findings to the waitress she immediately moved to solve the issue. I then, not wanting to risk the chicken, moved my order to the Old Timer Cheeseburger and thought nothing of it. Mistakes happen.

Unfortunately, that wasn't the end of it. The manager came over not saying a word and dropped off the plate. I took the top bun off and added some ketchup as I always do. However, this time I noticed the bottom bun had deteriorated due to the VAST and COPIOUS amounts of grease. I picked the burger up off the plate and more grease came rushing out. It's as if someone DIPPED the burger in grease. I expect some grease on a cheeseburger, let's be realistic here, but this was WAYYYYY out of hand. The plate had a POOL of grease besides what my burger was still dripping onto it.

The manager then returned and asked if it was better. I said no and showed her the grease trap on a plate she gave me. No one even took a look at the sandwich before it left the back? or was this a vindictive act for the returned salad? WOW! The manager took it away, not saying one word. My daughter and I were flabbergasted by the uncaring stance the manager took. We began looking around the restaurant wondering if we should pay the bill or just sit there or was she doing something?

The manager then returned with receipts in her hand. She literally flung them on the table and said "sorry" AS SHE WAS WALKING AWAY. Looking at what she flung on the table and feeling like I was a total nuisance to her I noticed she removed the Old Timer and rightly so. I paid and left.

Later that day I called the restaurant to get the managers name so I could write a letter to corporate offices. A female got on the phone and stated, "This is Debbie.." I asked who was on duty. She said she was and hung up on me!

Debbie clearly does NOT care about the customers or how the back-end operations are ran. I believe Debbie WANTS to be fired. She makes her attitude and disdain for the customers and job crystal clear. I have lived in this area for 6+ years and have eaten at this Chili's without incident many, many times. Debbie, if that's her real name, should absolutely not be allowed to be in contact with customers and judging by the level of quality that the kitchen crew was doing that day, it appears she cannot manage them as well...even with a near empty restaurant.

I am writing the corporate office about this encounter as well. No one should be subject to Debbie's style of service or...

When I go into a standard American franchise restaurant like Chili's, I look for consistency. Is it clean and is the food as good as the last time I got it... Stuff like that.

I went to this Chili's late, around 10 PM on a Friday, which isn't busy. I walked in, one woman walks past me and another says that after 10 only the bar area is available and it is seat yourself. No issue, but who has ever gotten that bulletin or notice? A simple sign that says "seat yourself" with an arrow pointing to the bar area tables will suffice- that way if people walk past the host area without saying a word, I'd still know where I need to go.

I sat down at a clean booth and Drew came over soon after. Drew was great. We ordered and the food came out quickly. The appetizers came out maybe 3 minutes before the entrees- Depending on who you ask that was either a good or bad thing.

2 people ordered pasta at the table. One dish was very saucy and the other didn't have a drop of Alfredo to spare. I ordered the Southern-something burger. There is a pickled relish in it which was unexpected but good. The onion rings were too crispy, just a few seconds more and I think they'd be burnt. They were like biting into something very hard..🤔

The Texas cheese fries were great as usual.

They don't have fry seasoning! Yes, they season the French fries but not with a specific fry seasoning...just old fashioned salt and pepper. I had no idea of that malarkey until I asked for extra fry seasoning and was told it was salt and pepper. This really has no bearing on the review but I think fry lovers like me need to know. Drew offered Cajun seasoning as a replacement but I declined, I wasn't ready to make my own fry seasoning. They did however make my fries well done, so that was greatly appreciated.

Overall, if you want a good not specifically consistent meal, Chili's is the way to go. I'd be back, but I always keep in mind that you may get the non-sauced pasta or the too crispy to handle...

So by no one's fault.. (boyfriend. It was my boyfriend's fault), I was not able to write the survey comment card out on the tabletop device. Which is unfortunate because I thoroughly enjoy that. But here it is, in a round-about way, here is my comment card: Kaitlyn/Katelyn/Kaitlin (however she spells her name) was delightful. I had written off Chili's as a restaurant chain that has gone downhill over the years and yet the boyfriend said "let's go to Chili's tonight!" So begrudgingly I agreed. Then we walked in to be greeted by the most chipper... most enthusiastic energy I have not experienced before at a chain restaurant...Kaitlyn/Katelyn/Kaitlin immediately walked over and greeted us (as the hostess was seating other patrons) and offered the dining area or the lounge. And she SOLD us on the bar lounge area: "If you sit over here, I'll be your server and it'll be awesome!!"" Well Kaitlyn/Katelyn/Kaitlin... Don't mind if I do... She was upbeat and lively with every customer at every table. I don't know who hired her, but she was the right choice. She kept the Trick-or-Treat-a-ritas coming, checked on our food, made sure we were always taken care of, great candor and rapport with customers. The food was delicious too, sure, but Kaitlyn/Katelyn/Kaitlin was the reason we had a good experience. And the hostess at the front, I apologize my dear, I did not catch your name (granted I was 3 margaritas deep and you could have said it and I missed it) but you were also very gracious as we were leaving and your lashes... YOUR LASHES... Just so on point, you looked like a Disney Princess.

Lovely staff, great experience. Thank you for putting the skillet queso, strawberry lemonade, margaritas, and honey chipotle crispers back in my repertoire. Next time I'm paying so dingbat doesn't skip past the comment survey...