Chili's Grill & Bar — Restaurant in Independence

When I arrived my order was waiting on the pick up rack. I was surprised. I took it to the car and checked it over. My children's meals were missing. I was not surprised. So, I went back in to ask them about the missing items. They informed me that they no longer carry the kids grilled cheese sandwiches. I asked why I wasn't called, the response was "I don't know". Ok, perhaps that is not in the realm of knowledge for the carry out people. I get it. So I then asked if they could replace it with the kids quesadilla. Oh, well, I will need to get the manager so they can put the order in for inventory purposes. Hmmm, Ok. I will wait right here. The manager comes out, completely unaware of the situation, does something with the register and begins to walk away. I said excuse me, are you the manager. He replied, yes. So I then begin to explain to him what was going on. He cuts me off with "Well we removed it from our menu, that's why." Hmm, ok. So I asked if he could replace with the quesadilla. (This is where I really start to be annoyed) He huffs, rolls his eyes and says, Ok. I then ask him if he wouldn't mind having them put a little extra cheese in them. We have ordered them before and there really isn't much in them. He then tells me that they don't put much cheese on ANYTHING because of food cost. IT'S A QUESADILLA. It's a tortilla and CHEESE. I figure the 6 dollars for the meal would cover the cheese cost. He says to me that corporate doesn't allow them to. Pffft, ok, whatever. He finishes putting in the order and says they are making it for me right now. I said ok thank you. 10 minutes later nothing but he reassures me that they are making it. Uh huh. 10 more minutes later he sees me still standing there and I hear him ask the kitchen if the kids quesadillas are ready. They sound as though they have no idea what he's talking about. So he then gets them to actually start it. About 10 more minutes later another employee asks me if they have brought it out yet. I let him know that I was still waiting for these quesadillas. He is shocked and says he would check on it. Comes back and says they are bagging it up. Another 5 minutes and someone comes out with it. I check to see if the manager stuck to his guns about the cheese. He did. I am not surprised. I have lots of respect for the hospitality industry and those who work it. It is not easy pleasing everyone. However, when it is truly clear that a customer is wronged, you should make an effort to make it right. Needless to say I will not be ordering from here again. No loss to them, I'm sure but it will save me from frustration. I...

I went here today after my Grandmothers funeral to get my favorite Molten lava desert! That’s all I ordered. For those who have had it before you know that it is a warm cake with a hot chocolate center and ice cream on top with a hard chocolate shell on top of the ice cream. Well when my order came out it had melted ice cream . 1of 2 things happened they put the ice on the cake too soon and it melted before it came out. 2. It was sitting under the warmer with ice cream on top just melting. My server never checked in to see if everything was ok and if I liked it. She came over and pointed on this tablet how to pay. I then just paid and left and barely ate it. But then I decided to call the store so the manager was aware what the kitchen staff and server had served me. I after calling twice with no answer I was placed on a 15 minute hold to which then I hung up. I then called back to be placed on another 15 minute hold by the same person. I hung up again the third Time the manager answered after I called 25 plus times. Thank God I wasn’t a simple Togo person trying to place an order. I told the Manager about my experience and let him know his team is a reflection of him and that I hate to stop him from his busy night to complain, and advised having a conversation with the server Jamie its her responsibility to make sure the dish is being served as advertised after the kitchen put it in the window. The Manager Eddie then told me , “i know how to do my job, and you know how to do yours” then hung up on me. I believe this is exactly why his servers act the way they did. Zero accountability or sympathy or respect for the customer spending money. I needed comfort food after dealing with a loss and Chilis dropped the ball. I will go to the lee summit location for my favorite dessert. I’d rather spend Gas to get better service. I’m also taking the steps to Reach out to Corporate, as I am GM myself and I wouldn’t accept this from my team. Leadership is...

I had the Chicken Tortilla soup and the Chicken and Bacon Quesadillas. The food was good, but the soup was lukewarm at best, so that was disappointing. However, the service was excellent! Our server "Layla " had a great attitude and personality, as well as gave us awesome service! The only problem that, my husband and I encountered was an random elderly foreign woman came to our table with a handwritten note by someone stating that, she and her 4 brothers were from Romania and had no where to sleep for the night, so they were requesting our financial help to be able to get a hotel room. This was a total surprise to us that she'd be so brazen to go table to table asking for handouts. Anyway, our server, "Layla," noticed her and came to our table and asked if we knew her, and of course, our reply was, "no". She then stated that she'd let her manager know. Then, a bit later, she came back over to let us know that the manager took care of the situation, as well as to apologize for the elderly woman bothering us. You know, honestly, I can understand someone needing and asking for help from others. However, I don't understand a woman without children asking for handouts for herself and 4 grown able bodied men (her brothers) and then stated they needed money for a hotel room! I'm sorry, but I've been down with little to no money while traveling (with my 4 young children), and I didn't ask strangers for help and had no issues sleeping in my car. I even had to heat bottles of formula using the car heater for my youngest son at the time. I was just grateful that I wasn't stuck on the street and my car was...