Chili's Grill & Bar — Restaurant in Gallatin

We enjoy coming here and have never had an issue until yesterday. We waited at the hostess stand for about 15mins until someone came to the front. When she did she didn't greet anyone, just said "oh, it's different parties". She sat the guest that was there before us disappeared for about 5mins came back and said the same thing. At this point there was 3 different groups. We never said a word or complained. Once seated Sarah took our drink order and apps. We waited longer than usual for the the fries that came out overcooked with the ranch. When I asked if we could have some ranch she said you need more? I advise her we didn't even get any, what we had came with the salad. That's when I noticed she was already in a negative mind frame. We ended up having a 3rd guest that came a lil later and my husband apologized for the inconvenience and placed his order. He came from Illinois, and it was an unexpected surprise. She never refilled our drinks, came to check on us, and rolled her eyes and ignored me whenever I was trying to get silverware for our guest. We understand times are busy, stressful, and companies are short staffed, but to be ignored and not receive good service when in a service industry place is unacceptable. We always have great service when Heather and another gentleman (not sure his name), but was pretty disappointed all around yesterday. We have never not tipped and considering how rude and inconvenienced Sarah was we ended up not leaving her a tip. Tips are earned in how you treat the customer, even when you have a bad day or maybe don't care for someone, you should always try and be friendly. Apparently Sarah was inconvenienced with us and we aren't sure why. She was attentive to everyone else. We should've been the ones upset, but never even said anything. There is definitely a lack in training or the employees could care less, or management doesn't care enough so the employees under them don't care. Whatever it is some training is needed. Regardless how busy or understaffed guest should be greater, advised of wait times, placed on a wait list, as well as the server should check on guest, ask how the food is, do you need anything, any...

The staff does not seem to move with a sense of urgency or concern, nor do they have any attention to detail. I've been to many Chili's locations over the years and have generally been quite pleased with my visits, though my visit this evening was certainly one for the books. Upon arriving, we were told there would be a 20 to 25 minute wait, but it was at least double that amount of time. I get it, I know it's hard to predict when people will leave, but if there's only a few groups waiting, at least provide updates now and again rather than staring awkwardly at the entryway, especially when the kids are getting unruly. When we were finally seated, we had to ask multiple times to get a high chair before one was brought out. Before our queso dip appetizer arrived, we had finished the small basket of chips and had nothing left to eat the dip with. When politely asking for more, I was looked at like I said something offensive with a "deer in the headlights" expression and barely received any acknowledgement. After ordering, we noticed EVERY table around us, even groups larger than ours, obtain seating, completely finish their meals, and LEAVE. After noticing our waitress had been MIA for a while and in desperate need for refills, we asked for the manager. When the manager did not come out to speak with us, we went looking for him. After politely explaining the situation, our food magically appeared minutes later, and some of the items which are normally steaming hot were cold as if they had been forgotten about. Rather than offer any sort of refund or even an apology, we were presented with a few bucks being knocked off the bill. Remember that scene in Home Alone 2 where Kevin tips the bellhop with a piece of gum? Yeah, that's how we felt. We'll be back to Chili's in the future, but never again to...

Tonight I got chicken fajitas and my husband got Monterey chicken to go. We live close to the Chili’s, so our food is always still hot when it gets to our table.

My chicken fajitas that I’ve always loved was nothing more than mush. The green peppers and caramelized onions were dripping in grease.

The usually grilled chicken was white and limp with no grill marks. A call to the manager revealed that the chicken is no longer grilled, but is "run through the oven." The manager, Anastasia, told me there still should have been grill marks on the chicken from the pan they use. I said, "Oh, you mean you use a pan to simulate grill marks so people would think it had been grilled"? "That's right," she answered.

My husband’s Monterey chicken was so greasy he couldn't eat his, either. His broccoli was tasteless, and the beans and rice were so salty they were inedible. We had to through both meals in the trash.

Our experience at this Chili's tonight was a train wreck. We are both still hungry but cannot eat anything because of the sour stomachs our greasy Chili's food left.

When I called Chili's to report our food, manager Anastasia spoke in a tone that clearly let me know she was annoyed by my call. She did tell me that "corporate" had changed the recipes for all of the items I mentioned and that she didn't like the fajitas anymore, either. Lovely.

I told her that we were very disappointed and wouldn't be coming back. She couldn't have been less interested.

One final thought: I very much suspect that all of these four- and five-star reviews are from Chili's staff or people acting on...