Chili's Grill & Bar — Restaurant in Lancaster

Won't be back. Me and the wife JUST getting home from this location. We got there tonight, Friday night, March 4th 2022 at around 7:13 pm. We wasn't seated until about 9pm but was told was a 30 minute wait. And mind you it wasn't full of people. Our waitress was nice but was in the kitchen more than she was on the floor. Appetizer was skillet queso with salsa and chips. She FINALLY brought out the salsa and chips after about 15 minutes and said waiting on the queso. Well we finally ordered, I had had the ribs, corn and fries while my wife had the Fajitas. We waited an HOUR for our food and when it came out, the ribs was TOUGH and the BBQ sauce was stone cold. The corn on the Cobb was cold and mushy. I took a little piece of the rib off with my fork and was extremely tough. So I waited an hour for COLD FOOD?

I should've known because I asked the waitress if the ribs was cooked to order and she said they were cooked that morning. I know their not cooked to order as it takes a while to cook ribs but didnt expect to kniw they were cooked in that morning. They shouldve been tender and at least hot since all you have to do is reheat them. I started to order a burger but I didn't follow my right mind. I sent it all back and the manager asked if I wanted another same order or something else. Heck no, so I can wait another hour? Naw just take all that off my check. I didn't eat anything, just waited for wife to finish, which I was fine with.

The waitress didn't even know I sent my food back. She stopped and asked how's everything? She asked, what happened to your food? I explained and she said "yea, I saw your food sitting on the counter but wasn't sure if it was your order". Huh?

You're our waitress, you're sitting in the kitchen area but didn't know it was our food sitting?

The sad part is, the bbq was already refrigerator cold, I hat to see how cold it was if my food would've came earlier. Then the BBQ sauce was just slopped over the ribs, not even fully covered!!!!

Our waitress was not tentative at all, would go in kitchen and stay there for a looooong time.

Welp, I won't go...

I recently visited your location in Lancaster, Tx on 35 and the service was horrid with the exception of my waiter Jamion “Jay” Smith. This young man was overworked in his section while others walked around not working. It took 20 minutes before being greeted. I had to grab a random server just to get drinks. 10 more minutes pass before I grab a Manager Darrell in passing. His answer to the problem was to grab the already overextended Jay to assist instead of as a Manager choosing to MANAGE the situation and assist the customer. I have never experienced such dismissive service at any Chili’s and will surely not return to this location due to this. Jay did an awesome job of managing the sections he was given but he definitely deserved to be supported by his coworkers, especially his MANAGER!! I will be sure to share my experience and strong encourage anyone I know personally, via Google review, Facebook, Yelp, and Instagram NOT TO EVER VISIT THIS LOCATION!!

Follow up visit 9/30/2021 Service was worse than last time. I at least had an attentive server previously but not this time. Amber was my server and it took forever for her to initially arrive at my table. I placed my drink, food, and dessert order all at the same time thinking it would help. My drink came but wasn’t as pictured. It tasted ok so I didn’t mention it. I requested my dessert before my food but didn’t realize that would mean my dessert would be rushed and barely lukewarm and would then take 45 minutes to get a burger and fries. My burger was the only thing that was actually hot because the fries were not. I ended up eating my burger only and wanted to get my check and go. I had to flag down another server to get my ticket and it took a little more time to get my change so that I could leave. I was only given my change and had to request my receipt. I absolutely did not leave a tip because no part of the service I received deserved a tip.

I really wanted to give this location another try because it’s so close to my home but I simply can’t accept such trash customer service when paying my hard earned...

We will no longer be coming back here. We got here at 6:30 ate at 8pm (no I’m NOT lying) left at 9. The server she explained to us that she’s new to please be patient so of course we were understanding. She started taking our order and she had to go back and ask a question and then come back finish our order. Drinks came quickly but then our three for me appetizers took a while to come out. We were told there was a party infront of us fine but seriously that long for our food to come out?? We of course still being patient. Food FINALLY came out at 8 (I know this cause that’s when I received a call if I’m almost done with dinner for my brothers birthday keep in mind only (5 people and a baby) but had to explain not yet we JUST got our food) at that my order was wrong. We only got refills once. The babies were getting fussy I was having a panic attack I didn’t even eat just took my food to go. The lady then came with recipes they were wrong at that point we were frustrated not with her but with the manager. I told him why are you putting her out for failure? Someone needs to be over her helping her she’s been struggling. I did look at her and say this is not your fault it’s the managers job to make sure your set and good before throwing you out on the floor like that.Looked back at him and then explained she’s gonna get costumers getting mad at HER when she’s trying but yall failed to help her more with being on the floor. He apologized and gave me $5 gift card and then my mother $5 gift card lol. $5 for being there since 6:30-9:15. Crazy. Sucky service. Will not be back again. We didn’t even get to sing happy birthday smh and he requested chilis out of all places for his birthday dinner and this...