Chili's Grill & Bar — Restaurant in Hanover Township

I used their app to order food and it said it should be ready in 20 minutes. I figured sure because it was the 2 of the "3 for me" meal. I ordered burgers with fries and the 3 dip trio with 3 drinks. Simple I thought. I should up at the time they said I should pull up and they would be sending me a text message that my food is ready for me to walk in and pick it up. That should've been my first clue that something was wrong. They always bring it out to me. I got there at the exact time they said, I left the car running for the AC, ten minutes ago by. I figured I would check my messages and also the app. Well the app didn't show me ordering anything but I did have a text message and an email confirming my order . I double checked that I did order from the nearest Chili's and that was correct. So I had enough of wasting time and gas waiting for them to text me that it's ready. As soon as I walked in to restaurant, on the side back. There wasn't anyone but I did see and order and figured it was mine especially when I saw it had 3 drinks. I wanted to just grab it and take it since it was already paid for online but I decided not to. So now I'm waiting for 5 minutes and I'm saying "hello, hello" with no one answering me. I kinda starting figuring out they are on a skeleton crew at 3 pm but somebody had to put my food in the ready shelf, did they not tell the bartender? Meanwhile my food is getting cold and I spent over $50. So now I'm getting really upset when an employee walks thru the outside door, she was about to start her shift when she noticed me standing there and only 1 order ready for pickup with nobody around. I guess she talked to the cook or bartender because he came out to check me out with my food. As we're checking to make sure all the good I ordered was in the bag, he noticed the drink carrier was just 1, which should be 2 for heavier or more drinks. So lucky he have me another drink holder so the drinks wouldn't go flying or of my hands with the bag of food.i thanked him for that but I also let him know what happened and he seemed confused. So long story short I left not wanting to come back to that Chili's for a long time. Now the funny but really not funny thing is, an hour later I get a text from chilis saying that my food is ready for...

I am beyond furious after the experience my family and I had this past Saturday morning. We've been loyal customers at this Chili’s for over 10 years, and never not once have we had a problem until now. But what happened this weekend was completely unacceptable and deserves attention. I wish I remembered the server’s name, but he was a young Hispanic guy with braces and a bowl-cut hairstyle. His attitude and service were an absolute disgrace. From the second we sat down, it was obvious he had no interest in doing his job. It took him 10 whole minutes to even come to our table, and when he finally did, he was rude, dismissive, and acted like we were bothering him just by being there. Listen, we all have bad days but that’s no excuse for being disrespectful and careless when you're working in customer service. We were greeted warmly by a sweet young hostess she was lovely, but unfortunately, that’s where the good service ended. When our food came out, it was lukewarm clearly had been sitting out and when we politely brought it up to our server, he flat-out said there was nothing he could do about it. No apology. No offer to fix it. Just brushed us off. And while we sat there waiting, we watched him stand around up front, chatting with the hostess for most of our meal, completely ignoring us. Honestly, the hostess looked uncomfortable too, like she didn’t know how to get rid of him. At that point, I didn’t even want to make a scene or ask for a manager I just wanted to pay and get my family out of there. Chili’s, you seriously need to retrain your staff. That young man needs to learn how to treat customers with basic decency. To be clear: The rest of the staff was fantastic. No complaints there. But thanks to that one server, we will never return to this location again. I’m a mom, and when you treat my family with disrespect, I will speak...

This is the last straw, pun intended.

Seriously though, the to-go team seem to have no idea that drinks come with straws.

That is not my main issue; today once again we noticed a few food items were missing from our order (1 Cup of Soup, Chips and Salsa.) We quickly chose to head back with our receipt taking time and wasting gas to pick up what should have been packed from the beginning.

I entered the to-go area and waited for the hostess on the phone to acknowledge me in some way (eye contact is crucial.) As another hostess came from the kitchen to check on their associate the phone call ended and then their associate (the one that handed me my order the first trip) acknowledged me and asked how they could help.

I said we were missing part of our order and they immediately denied it... After pointing out that item was the only one not highlighted on the receipt they agreed that they must have made a mistake and confirmed they would get the soup along with the straws I also asked for. (first time in weeks) Entering the kitchen I heard a very unprofessional conversation as they decided to loudly call out their coworker for not highlighting the item on the receipt. (Not a good look for a well known establishment.) I then reminded them that we were also missing chips and salsa. They once again argued saying they know they packed it.

Now I don’t know who trained this girl but as a member of the service industry for a decade I have no respect for an employee that has the audacity to argue with a customer rather than apologize for the inconvenience of causing a second trip and make things right. We came from a town a few miles away with a large family. Now, even though the distance was convenient, we will not be returning to...