Chili's Grill & Bar — Restaurant in Haines City

Absolutely Appalling Experience - A Special Occasion Ruined and Disrespect Met with Laughter I am writing to express my profound disappointment and disgust regarding our recent visit to Chili's, which was by far the worst dining experience I have ever encountered. What was supposed to be a joyous 12th birthday celebration for my nephew, who is on the spectrum, turned into a deeply upsetting and disrespectful ordeal. There were 12 of us, eager to celebrate. Knowing my nephew's favorite, we brought his special ice cream birthday cake, a $30 cake we had called ahead to confirm could be stored. We were assured it would be fine. However, when the moment came to sing "Happy Birthday" and bring out the cake, we were met with a horrific sight: the cake was completely melted. It was soup, utterly beyond salvaging and impossible to cut. Thirty dollars worth of a cherished birthday treat, ruined. To add insult to injury, the manager's response was infuriatingly dismissive, stating they "couldn't be held responsible" due to a "small freezer." This is unacceptable, especially given we had called ahead to verify storage. The only compensation offered was the removal of our drinks from the bill, which felt woefully inadequate given the ruined celebration and the emotional impact. However, the most egregious and frankly, disgusting, aspect of this entire experience was the behavior of your staff. As we were dealing with the melted cake and the manager's unsatisfactory response, the hostess who had taken the cake from us upon our arrival was openly laughing and joking about the situation. To witness such callous disregard and outright mockery from an employee, particularly when a child's special day was being ruined and a family was clearly distressed, is beyond comprehension. It shows a complete lack of empathy, professionalism, and basic human decency. This was not just a minor inconvenience; it was a ruined celebration for a 12-year-old, exacerbated by the unprofessional and disrespectful conduct of your employees. The laughter and joking at our expense solidified this as an utterly horrendous experience. I am disgusted by the way we were treated and the complete lack of accountability and empathy displayed by your staff. We will not...

My party of 12 visited Chili's today for a birthday celebration, and unfortunately, our experience was incredibly poor from start to finish. We chose this location after calling ahead to confirm they could store an ice cream cake, which they assured us they could. This assurance proved false and led to significant disappointment. The service was consistently slow and disorganized. Drinks arrived long after appetizers (my drink came 10 minutes after my starter), and basic items like straws were missing. We received our chips and dip completely out of sync – the cheese dip arrived well before the chips, which meant the dip was cold by the time we could eat it. Food runners repeatedly brought incorrect dishes to our table, adding to the confusion, and we had to ask multiple times for basic dinnerware. The most upsetting part of the evening was the melted ice cream cake. Despite calling ahead and being told they could store it, the cake was completely ruined. When we spoke to the manager, they stated their freezer/fridge was too small to accommodate it, directly contradicting what we were told when we called. While they offered free desserts as a gesture, the damage was already done, and our celebration was significantly dampened. To add insult to injury, two staff members – a young hostess and another waitress – were visibly laughing and making light of our difficult situation. This was incredibly unprofessional and made our entire party feel embarrassed and on display. It's one thing for service to be poor, but to be mocked by staff is completely unacceptable. We left feeling frustrated, disappointed, and disrespected. I would strongly advise against visiting this Chili's location, especially if you have a large group or are celebrating a special occasion. They clearly are not equipped to handle either, and the staff's conduct...

Where do I start? Took about 5-7 minutes just to get our first order of sodas, which we’re supposed to be Diet Coke but she brought us Coke zero, after getting her attention we explained to The server that was not Diet Coke, and she said she was going to go get our two Diet Coke’s and never came back. after about 10 minutes we told the hostess who brought back two new sodas that again were not diet Coke, but once again was Coke zero. We asked to speak with a manager, we explained to the manager, we think that it is not tapped correctly, also just a heads up our server took a long time to bring the first drinks and never came back to bring us the corrected drinks, he disregarded my mention of time and said he was going to go back and get us the sodas. He came back and explained that it was not tapped correctly and dropped off two new sodas, this was after waiting another 10-12 minutes, and we were finished eating. we tasted the soda and once again it was still Coke zero lol you can’t make this stuff up. So we Told the manager, this is still Coke zero and instead of saying oh I apologize, Maybe I didn’t run the line long enough, he said. NO! With an attitude that is Diet Coke. We said this is not Diet Coke, sir, did you taste it? And he said yes, if he was someone who drank Diet Coke or knew what Diet Coke tasted like he would know that that was not Diet Coke. end of story, not only was the server extremely slow and forgetful of us, the manager was rude. My husband ate chips and salsa and all of his dinner with nothing to drink as well. As an added note, the manager did decide to take and give us a discount on the soda, which was actually included in the three for me so instead of actually discounting anything, he patronized us by telling us he gave us a discount on a free item. Save your time and drive to the Chili’s at...