Chili's Grill & Bar — Restaurant in Indianapolis

Restaurant Conditions: 6PM on a Sunday, 20-30% full, 2 managers on duty, 12 top sat at the same time as us but with different servers assigned, and approximately 4-6 serve staff on floor.

Service positive notes: Polite.

Service negative notes: No Greeter/Host (over 6 minutes before any staff greeted the growing group of guests at the front door) Poor Menu Knowledge - Server did not bring lettuce, tomatoes, cheese, etc with fajitas. Brought extra rice and beans on seperate plate, but extra was not resquested. Server was not aware that sides could be substituted on entrees. Poor Guest Attentiveness - Server did follow all initial points of service (greeting table, taking drink order [no one stop shop], food order), but never made touchbacks on service. Drinks were empty multiple times. I had to go to the bar to request a refill (other side of restaurant) from the manager. Our server had no other tables until just before our entrees hit the table. Multiple periods during the experience, server was not on the floor to check on us or even allow us to request drink refills. Between appetizer and entree course, server admitted to not being sure if he should have brought the entrees yet. This suggests server waa not checking his tables, as a visual check would indicate when guests are ready for the next course. Lastly, server did not bring check, but thanked us for coming in as he cleared the table. Ziosk did not have option lit up to pay at table. I had to grab the manager's attention for the third time to request check. Poor Guest Recovery - Manager did not follow up with us after bringing refill request from bar. When another manager was consulted about the quality of service being slow and inattentive, she thanked me for the feedback, and moved on. This 2nd manager was requested again because I had no check to pay with. I was presented with the full bill and no apology for the service. Furthermore, the 12 top that was mentioned at the beginning of this review WAS being comped for a bad experience (with different servers) by the other manager. This is rather inconsistent, disrespectful, and grossly prejudiced.

If food comes out not prepared properly, it can be remade, taken off the bill, or have a new item made in it's place. If the service is bad, and your management fails to address it, you are doomed to lose business permanently. Service from the management level down COMPLETELY FAILED this experience. I'm not implying that our whole meal needed to be comped. A discount, a % off, manager's card for a repeat visit, are all other options to utilize in a manager's toolbox. This chain has already lost other locations in the Indy area (no locations on east side + Castleton/Keystone closure). If this level of service continues, this location may be next!

Total time for a 2 For $25 with no alcohol and taking the desert...

FOOD: I ordered a side salad 🥗 and asked to add the $3 upcharge for salmon to my salad and I ordered a cup of Chicken Tortilla Soup. The food was amazing (as always at Chili's).

SERVICE: Super sweet waitress took our order and continued to check our table frequently. Our drinks never went empty. We never had to ask for napkins, straws or drink refills. She was great.

PRICING: When i went to pay my bill, my salad came to $17 and change 😳 + plus the cost of my soup! I asked the waitress if she would correct it so I could pay my bill. She said all corrections would go through management. The manager came and told me that the upcharge for the side salad was $11 and not the $3 posted on the menu above the salad segment (where my side salad was posted). I explained that there was no mention of the $11 upcharge when I asked for the "$3" salmon upcharge. He said that the cost for my salad is $11. Im like, ok...but did you just hear me say that i had no way of knowing and your pricing only says $3. He said that's the charge. So I again said, had I been told or had your menu explained the difference I would have ordered one of the other salads that received the $3 upcharge, but since I had no way of knowing this mysterious pricing - I do not feel I should be pressured into paying for this unknown and unreported expenses! Especially when the waitress didn't know about the difference in cost. When i said I'll add the $3 salmon to my salad, she punched it into the menu & moved on to the next person. The manager finally took the additional cost off and I paid what the menu price said. I didn't want to ding this restaurant for the unpleasant experience (especially since i was out with (3) girlfriends and had this entire conversation in front of them 🥴. Everyone else...

Ordered through uber eats with an hour wait time. As soon as I placed order my daughter told me she wanted mac n cheese instead of corn on the cob. Being a mom, I decided I would call and see if it could be swapped as the order had just been placed. First they cant find my order, ok maybe it was to soon for their system. She comes back and tells me they found my order buy Im not able to swap the sides out. Ok why? You havent even started my order. No explanation, cool let me speak with a manager so someone can explain why? Both options are available as a side, and you havent even started to prepare my order. Took me 3 times before of requesting for a manager for the lady to finally put someone else on the phone. I explained I understand if the order was placed 15m ago how but make it make sense why? She explains I would have to be charged $3.49 for an additional side of mac n cheese. Ok ma'am how would I go about that seeing I placed an Uber Eats order? She replies "Oh, your uber eats?" Yes ma'am I am I just placed my order and unfortunately my daughter decided she would prefer mac n cheese. "Ok, Ill make sure that you get that in your order." I get off the phone, look at my husband and tell him how much you wanna bet there is no mac n cheese and it was just a way to get me off the phone. Sure enough 45m later no mac n cheese! I understand the inconvenience this request could be if the order was already in process or already finished, but I called within 3 minutes of hitting place order. POOR CUSTOMER SERVICE CHILIS!!!...