Chili's Grill & Bar — Restaurant in Fort Gratiot Charter Township

If I could give 0 stars, I would. Sadly, this is not the first bad experience here. We sat for nearly 15 minutes before being acknowledged. We ordered our drinks and ended up with 2 sets. When the second set came, the man said well you won't need more later." So we ordered our food, which had to be repeated several times as the server was not paying attention. We didn't get the salad we ordered prior to the rest of the meal and had to remind said server that we never received it and to just put it in a to go box. My son's fries were burnt. 2 of the meals were supposed to have bbg sauce. So when she was asked, she pointed at the 1 that was on one plate and said that's yours. So we said no, both were supposed to have bbq sauce. We were not checked on but once after the food arrived. Yet, the table behind us with two men was checked constantly. She never came back, so finally I asked the bartender for a drink to go and a bag. She claimed she looked for her and even looked in the bathroom. Which was a bold face lie. I had to use the restroom. So here I am, one stall is closed, and I go into another. Once I closed the door, I heard the bathroom door fly open, and sure enough, it was the bartender talking to the server I had. Now, mind you, I am in a closed stall and listen to them both talk trash about our table and that we had made a complaint. I came out of the stall, and the server was washing her hands. I walked up to wash mine. She looks at me in shock and asks what the problem was. I then asked for a manager. She didn't go get one. So I had to ask someone else to get the manager. I explained all that happened to her, I also let her know this was my 14 year old's birthday dinner that is disabled. She just stands there smiling the entire time. She leaves for a moment and comes back with kids' meal coupons and some $5.00 cards. Apparently, she didn't hear nor care about why we came there. I don't have a young child. This just disgusts me. As someone who has been both a server and manager in the restaurant setting, this is appalling. People wonder why businesses are closing down. Here is a prime example of how people are treated. And to treat someone with a disability this way is even more disgusting!

We attempted to go back one final time. Again, poor customer service. I always have to chase someone down to get a refill. My fajitas were cold and absolutely disgusting. I tell the manager, which very rudely says we have had 20 other orders of fajitas, and no one said anything. You know what a lot of people don't say anything, especially since Covid hit. I will say something. It's my money. And Chili's, this one is the WORST! The staff, the manager, the customer service, and the food are just...

Solid chili's, have had some customer service issues with late night people. Other than that it's not bad always clean not many problems with food. But here's the main issues I've had.

1.I get it, your a night worker at a restaurant it's tough. But we went there with just 8 of us, 2 being kids that weren't even gonna eat. And we walked in 30 minutes before close, I myself hate walking in right before close but 30 minutes doesn't seen unreasonable. My mother walks in and asks about a table and they say yep we can do a table for 8. But when my brother walks in with 2 kids they said actually we don't have any more tables for them. We were confused how they switched when they saw them walk in, when we asked why they dodged the question numerous times. We just left wasn't happy about that. However won't remove a star due to it being 1 occasion.

This chili's is unanimous for jot coming back until you get your food, idk why but almost every time they just bring you one drink and you only get like 1 refill. I don't pay 4 dollars for 1 at least check by once or twice. Did remove a star for this being very consistent however last time the ladie was very good with returning so might return it to 5 star if I come again and don't see this issue.

Will remove one star for the how bad this one time was. The pickup disaster here was crazy. Me and my brother for the first time ever placed pickup orders. We walk in the side door and see 2 other people. Both being delivery guys. We sit for 10 minutes before getting asked what our order was. We had payed and they said ok one minute. The doordash guy went to ask a question and she quickly turned and ran away. 20 minutes layer she drops a plain white bag with 2 boxes and walks away again. We all looked at each other not sure who's it was. One guy ended up opening 5 minutes later and it was his so he grabbed it and left. Another 5 minutes later she walks out and does it again. Now there's another few people and I took a risk and went to see if it was ours. It was however no drinks. We had to basically scream to the ladie who was around the corner to get our drinks. We left and the food was frozen cold. Not when we got home, but when we were in the car 2 minutes after the bag was just dropped and left there. Do not suggest pickup due to me having to wait about 40 minutes when we could've just dined in.

So out of many trips 2 very bad trips and 1 constant problem isn't terrible, it's your everage...

This chain use to be one of the best around but they have not really done anything to reinvent themselves and change with the times. The food at the Fort Gratiot location is good and we've only had one problem with a steak that should have been medium rare coming out well done.

The other issue we experienced (and I do not know if it was the local stores issue or a national issue) is that we joined their rewards club and they sent us a free kids meal coupon. Having 4 kids (one is old enough and eats adult meals) we went in and ordered thinking it was a free kids meal with each adult entree purchase like literally every other restaurant chain. So with 3 adult entrees (yes, we bought 3 at full menu price and not the discounted $10 meal package) we would have 3 free kids meal, perfect equation for our family. We were shocked to learn it was 1 free kids meal period (it said nothing on the coupon about that). Extremely disappointing!

This gets back to what I said before about not adjusting to the times. I know of no other restraunt chain that doesn't offer up to 2 free kids meals per adult entree purchase.

We use to eat there several times a month with the 6 of us but after that we have not been back (and it's been nearly a year).

Quite frankly the decor of every Chili's hasn't changed since before I graduated college 20 years ago. Hell, McDonald's has changed their image at least 2x in the same time period. The food is average and nothing stellar about it at all. They try to run drink specials and food specials to attract people in but not everyone wants to drink when they go out and the limited selection for main course choices is mediocre at best. Without a major image overhaul this is a chain that I doubt will still be around in 5 - 10 year.

Again, the Fort Gratiot location is ok, not earth shattering good (food or service). For example, when the Texas Roadhouse and Applebees are almost at capacity with a wait we have found that there was never an issue finding a seat at Chili's (we were in some instances the only ones even there and at max we saw maybe 5 others in there at other times) if that tells you anything about how the chain / local restaurant is seen by those...