Chili's Grill & Bar — Restaurant in Hanover

Visited this Chili’s for the first time with my wife and daughter around 8:30pm. Place was not overly busy in the dining area; bar seemed to be getting more attendance. -Initial impression: Old and in need of updates or just a good cleaning. -Initial interaction with waitress: Standard restaurant greeting. -Order: Bacon Cheesburger, Quesailla Salad, Chicken Enchiladas, and a to-go Chicken Enchilada to take home for my son. -From there it goes south. Our waitress was not pleasant at all. Her interaction at our table was short and generally was only when she was dumping off refills on sodas [that we didn’t ask for] without a word. There were some high-schoolers in the booth in front of us that the young wait staff seemed more concerned with hanging out with than doing their jobs. Our wait on our food for the amount of people in the restaurant was longer than expected but we’re pretty patient. -When the food was delivered, it was by a different girl. As she was placing our food on the table, she dropped my entire dish of Chicken Enchiladas on the floor. She was very sorry and I was very okay about it; she’s young and things happen- again patience. Another young man comes by to clean up the mess and assures us that they’re rallying the troops to prepare my dish again. Hardly a word from our own waitress. We ask for some sour cream for my wife’s Quesadilla Salad that didn’t come with it [this is relevant later]; a small dollop is brought in a disposable cup. -It takes a while but the re-prepared dish finally comes. When it’s dropped off the girl who dropped it makes a joke that “she saved me from the original dish by dropping it”... actually funny and I don’t take offense to it. I wish it were true though... I realize this isn’t an “authentic mexican restaurant” but this is probably the worst chicken enchiladas I’ve ever had. I don’t know how you make soft tortillas covered in sauce hard, but they accomplished it. Bland, flavorless dish that was more black beans than anything else... terrible. Btw... no one stopped to ask how the dish was or how we were doing during this time and I have no idea if a manager was even present there. -We complete our meal and ask for the check and double check that they added the take home Chicken Enchiladas for my son. Waitress assures us that she did, goes and gets the bill and drops it off. We see on the bill that they’ve charged us for 3 Enchilada meals rather that 2 [but caught it and “comped” 1, so, we’re still paying for the 2 we ordered]. We also see that we’re charged .80 cents for the dollop of sour cream that my wife requested for her salad and 1.99 for table entertainment that no one used. Seriously, you’re charging us for sour cream??? And a game that we didn’t play??? And you’ve done NOTHING to make up for the poor service??? As you can imagine, I’ve been progressively getting more upset by the time we’ve reached this point. I just want to get my son’s take out and get out of here. Can’t even do that though because the waitress is still more concerned with hanging out at the table in front of us [see the pic with the two waitresses standing in the grey tshirts-faces blocked out; at times there were up to 4 waiters/waitresses at that booth]. I actually had to say “excuse me, but could you take care of our check?” I got a look and a “just a minute” while she finished her conversation. Then our waitress swooped the check off the table without a word to go process it. -At this point we’re still looking around for someone who looks like a manager [or even an adult] to no avail. We complete the payment at our table and wait another 5-10 minutes for my son’s take out. I’m just hoping at this point that his Chicken Enchiladas are better than mine... FYI... they weren’t. -Funny thing is my wife was wanting Mexican or Tex-Mex for dinner and we skipped a “hole in the wall” restaurant to go to Chili’s instead because my daughter wanted a burger. Probably should have gone to the former. Worst restaurant experience we’ve had in...

If I could leave no stars I would. We placed a delivery order through the chili's website on a Sunday two weeks ago for two of the 2 for $25 meal deals, and 2 extra orders of fries. I have a neurological disorder, and cannot drive. And, my husband works third shift so he sleeps during the day. So we get a fair amount of deliveries, and will usually order from this Chili's at least once a month. After it was delivered I noticed that there was a handwritten note on the receipt attached to the bag. It stated that the restaurant was out of the cheesecake we had selected as our desserts for our meals. No refund. No replacement item. Just a note. I was annoyed because I had provided contact information, and nobody from the restaurant could call regarding the issue?! If you have the time to write a note you clearly have time to make a phone call that would have taken all of 2 minutes to either offer us a different dessert from what is available, or a refund. Upon calling the restaurant I first spoke to Hannah who couldnt help me so she then transferred me to Aubrey who was not able to help either, because she wanted me to come out to pick up a replacement. Which, again due to medical reasons I I was not able to do. So I was then placed on hold. The third person I spoke to never identified himself, nor his position. And, when I asked why I wasn't called about the out of stock items he claimed that the restaurant had no access to my contact information. My phone number was clearly printed on the receipt right beside the note!!!!!!!!!!! When called out about this the man simply said "I'm sorry" in a nonchalant tone. I was promised a refund for the desserts. NEVER received that, and again it's been two weeks!!!!!! To top it off the three steaks that we ordered medium were extremely over cooked and dry. My fourteen year old son who usually loves their steak even said it wasn't good, and that he had trouble chewing because it was so tough. There were no jalapeños on our order of half texas fries. And, our Caesar side salad was literally just shredded lettuce, and croutons no parmesan cheese or romaine lettuce. Plus they did not include utensils like I requested. I absolutely will NOT be returning to this restaurant. I will take my business to...

This review pains me but it has to be done, they can't all be good. My wife kids and I love Chili's Grill and Bar, just not this one. It was the first visit and probably the last visit for this location. Very not impressed with just about every aspect of the service, the food, the staff and the overall experience of this meal and by the end we wished we would have gone to eat somewhere else which is sad because Chili's restaurants are usually one of our go to places when we don't know where else to eat. I also usually put a lot of pictures into my reviews as well but this meal went bad so fast I just was not in the mood. I just wanted the meal to be over so we could leave. The one pic that I did take and post was of the nachos that we ordered for our appetizer and I use that term loosely. I've had better nachos at a carnival and on top of that they were burnt as well. We never saw a whole lot of the waitress and the excuse that she kept on giving us for that was that it was shift change, sorry Chili's but if this is how shift change effects your service delivery your going to have trouble staying in business very long. As a family we ordered two orders of fajitas, my wife and daughter the shrimp and chicken and my son and I the steak and shrimp. Normally we love the fajitas because they are sizzling very loudly when they come. This time they still were but barely probably because it took forever for our food to come. The food also not that great. It was burnt and like I said before not that hot either. Apparently we were not the only patrons that were displeased that evening either because as we were leaving we heard another table across from us asking to speak to the manager which usually 9 times out of 10 means someone is not happy. Chili's of Hanover I hope you improve before it starts effecting...