Chili's Grill & Bar — Restaurant in Katy

This is not my first time at Chili's and my experience lately has been poor. Tonight, I order a kids meal since I had the points to do so which was the only reason why I went to Chili's tonight with my step-god-sister-in-law. I was looking at the check to make sure everything looks fine but I find a beverage charge on my check when I order the kid meals. I called for my server, Danny. I was asking about the charge and he responded that I wasn't under 12, they had to charge me. This shocked me since we were never charged for a drink and they always gave me an adult cup. He suggested that I talk to his manager and I was more then glad to do so. The manager came to our table and told me that she had to do it since I was not of age. When did kid meals have an age limit? I was explaining my other experiences but she said they were not doing the proper protocol. I was literally astonish when she also added that they are not allowed to give kid menu to adults since it was meant for kids under 12. She comp the drink but told me that next time I was not allow to have the kids menu. I got my food which was horrible to add onto the experience tonight. When we were getting ready to use my rewards, somehow our check bounced to a different table. Like, how the hell does that happen? Danny tried explaining that they were having trouble with their system. I could not believe my ears at all. How do you have problems with a system that you are using and not get the issue fix? We spent a good 30 minutes trying to find a working system. Danny didn't even try to get the manager to resolve the issue. He suggested downloading the app onto my phone. I didn't have any signal at our table. I was almost fuming and started to cry a little. Nothing was going right and he didn't want to go get help from the manager since she was counting till. It doesn't matter if she is or not, she is a manager and you sir are not doing your job. They are there to help you and you are pissing off a customer. After being stressed out and him walking by every 3 minutes asking if it has booted, I was able to use my rewards. I didn't pay a dime and honestly after this, they need to be evaluated. Stay away from this Chili's. It was ran by a bunch of incapable people who don't care about their customers. I will never go back to Chili's ever again...

So I usually get the Alex Burger (AB) to-go at multiple Chili's location. But never been to this Cinco ranch location and don't plan on coming to it for a while. The very first time I ordered the AB to go, they didn't put avocados in it (I noticed when i got to work) I called and the manager was nice to give me a burger for free (I appreciated this gesture). Then another time I ordered to go and then they added lettuce on my AB (by default the AB doesn't come with lettuce). I was right there at the restaurant and they changed it. Then today, I ordered the AB and I opened it and the amount of fries they had in there was very Little. Not only that, I noticed the fries were the hard ones, the ones that weren't made properly or the ones that came from the root of the potato. The girl at the front told me that they gave me the bottom of the pan and then she seemed frustrated and said that they don't have a new batch and that I would have to wait a while, I said, "I'll wait." She goes to the back and A MINUTE later, she comes out with fresh golden crisp fries... This led me to believe that she was lying about them not having a fresh batch and that I'd have to wait a while for them to make fresh fries yet she comes out with fresh new fries A MINUTE after I requested for a change. When I reached my car, I took off the bun and noticed that the party was burnt and overcooked. I have pics that I added. Look at the fries and Lok at how burnt the burger is from the side. I will never come to this location to order anyting again. Guys if you are ordering to go, make sure you check it before leaving the restaurant. also make sure to get your food out before you pay that way in case they didn't get the order right you can make a split decision or change of mind if you wanted to go eat...

My advice: If you are choosing whether to visit the Chili's on Westheimer pkwy/99 or the location off Mason/I-10, please go to the location off Mason.

We arrived at the Westheimer Pkwy location and were reluctantly greeted by the hostess who seemingly tried to discourage us from dining there based on a "10 minute wait". We replied by saying that 10 minutes was no wait at all. She was rude in how she spoke to us from the second we walked in, as well as on the way out, not to mention she practically yelled at every guest who walked in and when told how many were in the party, she immediately said "ok it will be a __ minute wait." She didn't acknowledge that we left even though she stared right at us. But we were not alone...several others there received the same treatment.

They may have been understaffed because there were plenty of tables and booths available in the restaurant, but their reluctance to seat us must have been due to a lack of staffing. We sat down and were told we could not have a high chair for our child because of the location of our table. After that, we were greeted by our waiter who barely spoke and was not enthusiastic at all. We asked multiple times for condiments, chip refills, etc. He did not ask how I wanted my burger cooked (partly my fault for not specifying), but it was delivered medium well, when the safeguard should be well done. Lastly, they had also gotten the order wrong on one dish.

Perhaps it was a fluke evening there, but the impression left on us was very bad and we won't be making the drive down 99 to this Chili's anymore. Take the review as you want, I am sharing the facts of what happened...