Chili's Grill & Bar — Restaurant in Jacksonville

Attended a birthday party here. I arrived a little late but from what I was told by the host of the party it was a disaster as soon as they arrived, she told me in great detail about what happened but in fairness, this review is based on what I personally experienced. Once I arrived the assigned waitress took my orders and the orders of those that came with me. It took a while for our food to arrive (large number of people at the table). When we received our food, the first thing my teenage son noticed was the server mishandled the plates of food (she had her thumb turned inside the plate almost touching the food; my son is in the culinary arts program at his high school), secondly our order was incorrect and last, the food quality was subpar with small portions. My biggest issue was with the way our bills were reconciled. During our dining, the party host complained to the manager about the service and we were given a different server (personally, I didn't have a issue with the original server, she was patient and friendly to me and my family). When my family got our bill we noticed we were charged for an item we never received; we were also told that the manager was giving a certain percentage off everyone's meal. When the new server came over I told him about the over charged item and discount. I asked him to correct the ticket. He said okay and took our ticket. Moments later he returned to the table and was VERY confused about who pays for what... I reminded him that I gave him my ticket and would like to pay so we could leave. He left, came back and gave me a ticket that was nearly 5x what we owed. He told me to sort out what I ordered! Of course I was upset; I'd never experienced anything like that before. I refused to do so, he left and somehow came up with tickets for the entire table and handed them to one of the party guests who then called off the orders for everyone. After we received what was close to what we ordered we then individually walked to the register to correct the ticket and pay for the meal. That process took nearly an hour! The worst...

I don't eat out much these days as I am retired and on a fixed income, but I visited Chili's because they had a Veteran's day promotion and I am a Veteran of 21 years. I want to thank Chili's for taking care of us veterans. But not just because of the free food. I expected to be treated as if I was a burden to them, but what I got instead was a big thank you from the moment I entered and checked in with the receptionist to the server. They were all so nice and I must say I felt very special. The service was over the top. My server made me feel great and He checked with me every time he came back to one of his tables to make sure I had everything I needed and to ask about the quality of the food. As for the food, even though it was complimentary, it was a full meal (they offered numerous choices from their regular menu for Veterans to choose from), and it was prepared to absolute perfection. Corn on the cob is often overcooked when you eat out, but this was superbly timed and perfect texture and covered with a delicious butter seasoning. The entree I chose was the Crispy Mango-Habanero Crispers®, and I was thinking chicken nuggets, but these were off the chart delicious. The Chicken is chunks of breast I think. It was tender and juicy inside a heavenly crisp batter and the mango-habanero glaze was amazingly sweet with just the right amount of heat. It also came with fries and let me tell you, these fries were deliciously seasoned and we're perfectly crispy on the outside with no sogginess at all. I really loved the food at this Chili's and as I previously stated, the service was amazing. They really made me feel special and it was the best dining experience I have had in years. It was truly an honor to be pampered by Chili's and I am grateful to them for taking care of Veterans with such a fitting and selfless Veteran's...

Ordered food through Door Dash. There is nowhere on the app to request extra dressing. I ordered the lunch special of boneless wings with fries, & an unsweet tea. After I ordered, I called to ask for 1 extra cup of ranch dressing,( I like to dip my fries in it) and some Splenda for my unsweet tea. I spoke to Rachel, she said she would send me some splenda, but no dressing. She stated she had no way to charge me for it. I just paid $20 for this food.....I think you could spare 1 small cup of Ranch dressing...I asked her how much was it? She said probably $1.00. Probably? You don't know? That tells me you don't normally charge. In fact, I know you don't charge, I eat there (Take out) all the time. Nobody ever charges for 1 extra cup of Ranch. You just decided to give me a hard time. Sounded like you were having a bad day when you answered the phone. I'm sorry. I feel like you probably have to work really hard, and deal with a lot of aggarvating customers for not enough money. I'm sorry Rachel, but I really wanted that 1 small extra cup of Ranch dressing. Customer service will make or break a business......So, even though nobody reading this will care, I will not be going back to your location. I will spend my money elsewhere..... My meal probably cost your company $4-$6 in Food cost plus labor. You however just cost your company Hundreds of dollars in lost revenue......Have a nice day Rachel.....IN RESPONSE TO THE MANAGEMENT REPLY TO MY REVIEW, THERE WILL NOT BE A NEXT TIME FOR THIS LOCATION......I will continue to be a customer, just not at this particuliar location. Your staff you employ is the Face of your business....I would prefer to boost sales at a different location in hopes that when sales drop, your staff will receive proper training. Customer service is extremely important.....but, I'm sure you already know...