Chili's Grill & Bar — Restaurant in Gonzales

When my son and I arrived on 8/2/19 at approximately 3 pm there was no one to seat us. After approximately 4-5 minutes I had to actually walk into the middle of the restaurant to ask a server if there was somewhere for us to sit. We should have left then. 3 servers were in the same area, one rolled her eyes and walked away, another mumbled “I ain’t taking them I’m busy enough” as she walked away, and then a young lady named Ariel stepped up and said “Ma’am come this way I’ll be glad to help y’all”. Our waitress Ariel was phenomenal!! Could not have asked for better service from her. Our food took over an hour but she kept checking on us and apologizing. She deserves 5 stars!! Just one table away from us near the restrooms sat 4 employees who appeared to be on their break. Two of those were sitting there when we arrived and were still sitting there playing on their phones when we left 1.5 hours later. They must have much longer breaks than the average business. This may explain why our experience was so bad- so many sitting and playing on their phones while other employees struggled to keep paying customers satisfied. SAD!! Now the restaurant itself was dirty. The women’s bathroom was disgusting. Smelled like a portApotty. I passed by the kitchen prior to leaving and it was filthy. The food was ok but after seeing the condition of the kitchen I would not eat there again. On one of our entrees there were 3 small (1 inch) fried “things” that seemed to have just fallen onto the platter in the kitchen. They appeared to be some droppings of fried cheese that are not included on the triple sampler plate. They must have just fallen on the plate. What the heck? Being a nurse it really concerns me that a restaurant is allowed to sell food in such deplorable conditions. Wish I would have read the reviews prior to our visit because we would not have eaten there. I can see from many other negative reviews that the response to their reviews are apologetic and say that they will address these issues. Well my question is if you’re going to address these issues why are things getting worse instead of improving. Seems to me there is NOTHING being done to rectify the situation. So I ask you what is the plan to correct these issues? Evidently there is none. Don’t just say these issues will be addressed if there’s nothing being done....

4/13/21 Update: Order 980221 This was your last chance. We do curbside orders with 5 meals about once a week using the customer name Dallas). The girl inside refuses to bring orders out. You can call and no one answers. Your food sits on that shelf inside until you go get it yourself. The last four or five orders have been this way. I watched every customer go in to get their own to go orders. This time I asked if they no longer do curbside. She (young black woman with long braids reciept says server ATO) asked if I texted. I said yes and she said, "Well, I didn't get it." So she gets no texts from any customers??? Because in the last 5 or 6 times that I have been they BROUGHT NO ORDERS OUT FOR ANY OTHER CUSTOMERS EITHER. Everyone has to go in!!! It is the same girl every time. Clearly no one is paying attention, the managers don't care or she is their buddy, and no one from their corporate office reads these reviews! I am done. Chili's has obviously decided they would rather keep that girl than very regular, money-spending customers.

4/1/21 Update: I just had to go back two additional times tonight only to get home and find one that part of another dish was missing. I had to go ask for a salad for one meal, a soup for another meal, and then when I got to the stop sign I realized I didn't see the salsa for the Chips and Salsa we ordered. Then I get home and open the Triple Dipper and there is only two parts of the order in the box which was double Southwest Egg Rolls and Buffalo Chicken. The soup was full of what looked like sheets of burnt cheese.

So for tonight's order there was

1. missing soup
2. missing salad
3. no salsa
4. missing Southwest Egg Rolls

My previous review said as follows. I take that back.

You guys rock... Especially compared to the super trash Chili's off of Seagan, but I wish someone would make it their personal mission to make sure our sides and soups didn't get left out of our to go orders ALL OF THE TIME. Food is great, timely, and the restaurant was always clean when we used to go inside. I would just like to come home with all that yummy...

Just don't. If you can eat literally anywhere else, do. Tonight, We ordered to go. We checked in for curb side and it wasn't brought out. No big deal, we went inside to get it. Our order was sitting on the shelf with ready to go pick ups. It was given to us. We took it to the car and checked it. Missing 4 side items, 1 entree, 1 appetizer, all of our dips, and our drink. Again, no big deal. We asked the to go team member to check it and get the missing items. She immediately rolled her eyes at me, started cursing to her coworker about how she had to find our missing stuff, and making this huge fit about getting the items. Mind you, I tipped, I waited, I was patient. I've worked food for many years. Specifically at Chili's for about 2 of those many. All she had to do was get the food. I didn't even expect an apology. She told me it would be 5 minutes for one of our items. I said, "ok that's fine. I already paid for it so I do expect to recieve it." She started cursing to the coworker again. I asked to speak with a manager at this point.

She said (I kid you not) "yes you sure the FXXK can"

Magically, the rest of my order appeared in less than 2 minutes.

I packed it all up and said I still needed to speak with a manager. I guess she knew she'd be in trouble because she rolled her eyes and walked away muttering about how the manager "don't even wanna talk to you".

The manager came and packed up our still missing dips and drink. I told her the whole situation. She said she would take care of it. She didn't apolofize, but looked genuinely appalled at the actions of the girls.

I told my husband what had happened once we left and he felt it wasn't rectified, so he called and left a message for the GM to give us a call when he returns from the weekend.

I understand that Chili's isn't a high end restaurant or anything, but decent customer service shouldn't be this hard to come by. Noone should pay $50 for a meal, tip the to go team, and then be treated this way just for expecting to recieve what...