Chili's Grill & Bar — Restaurant in Jacksonville

I've eaten here countless times without any problems and tonight was awful! After picking up my to go order I get home to realize they accidentally forgot to put my chips and salsa in the bag. I called and told the female that answered my problem. She at that time rudely said " So what do you want to do about it"? I said " I'll come and get them" she then hung the phone up in my ear! I did go back to get them and believe it or not they were stale!I called back just to inform them about the stale chips and the same female answered. After explaining to her that the chips are stale and I just wanted to inform them so that they wouldn't sale them to anyone else she then said OK.....do you want to speak to a manager and me being kind said no I don't, I just want to notify you about the stale chips. She then said we won't be selling anymore of them tonight because we're closed and besides the grease is old and they will be changing it tonight! In a rude and loud tone. At that time I asked to speak to a manager and she hung up the phone on me! I called right back and the visiting manager (Carson) answered and apologized once I told her about her team member bad customer service.This is unacceptable when I'm spending my hard earned money and get treated as if I sold myself some...

Tonight was Incredible! Started off not well because of the hostess directing seating but got past it and seated quickly. Waiter(Gater) comes over...quickly gets our order and had basically memorized the menu! Wife ordered beef nachos. Didn't know chili's no longer has ground beef so I offer to pay for the steak nachos and she orders off the 25 for two( makes my steak 4 dollars more no worries). As we wait I go to bite my potatoes and they are rather cold. As I examine them a hair is floating in my steak juice...( I've eaten half of it) the waiter came over and poor lighting he could not see it. So he gets his phone camera and I use my fork to show. He apologizes immediately and brings the manager Jason. Jason apologizes and brings me hot potatoes and New clean utensils!!!! Yes!!! Our meal was great. We get our ticket and I was expecting a small discount and there is nothing at all. We speak to Gater and he says I will get it taken care of! These two went above and beyond. Gave me military discount. Then half off our 2 for 25 dollar order. Then gave us the nachos that I said I would pay for for free!!!! Thanks for an awesome Birthday!! And keep doing the amazing service...

I don't really care for the food at Chili's so I try to stay away. However I've been twice recently with my parents and the first time our food was given to another table and had to be remade because a food runner screwed up, we waited well over 30 minutes on top of an already long wait time to order and receive appetizers. The second time I just wanted a steak on my birthday which happened to be a Monday, so chili's is unfortunately the only option without driving to Tyler. I don't think there was a host or busser, somebody (not the server) sat us at a dirty table with no menus. She wiped the table with a dry napkin, no cleaner whatsoever, then we waited for 10 minutes before I had to get up and find some menus myself because the server was busy with 3 other tables while the woman who sat us just disappeared somewhere in the back. Once the server was able to get to us she did a great job although the food was cooked so quickly the steak was really tough, parts we undercooked, and the broccoli was almost raw. I can tell this location is suffering and I really wish it would just close if the staffing problem is...