Chili's Grill & Bar — Restaurant in Marble Falls

After the hostess ignored the other adult in my party ands sat two groups before us, we ordered dinner, and my daughter asked for a bowl of chili as her entree. When our 3/4 of our meal was brought out we were informed that they weren’t offering chili, and asked what she might want instead. We were not offered a menu, and they had not came to tell us or ask for a replacement meal before the rest of our food came out. When she wasn’t sure we were told someone would bring a menu shortly. This did not happen, I flagged down the server and ordered a small sirloin mid rare. We were not offered a salad or anything else so that my daughter had to sit while everyone else had their food, although I gave her the fries and Mac and cheese from my 1/2 rack of baby back ribs, and offered her some of my ribs as well. Once she tried the ribs (and once I did as well) neither of us were interested in them. They were dry, tough, and not at all what I remember chilis baby back ribs tasted like years ago.

At this point no one had apologized for the confusion, and there was no sense of urgency to put a new order in for my daughter (who is 14).

When they brought her food out the steak was cooked closer to well done, which she really didn’t enjoy, but we were ready to be done with our dining experience. We did decide to order a desert since we had gone there for my other daughter’s birthday dinner, and she had been wanting the lava cake all day. The lava cake had no chocolate ‘lava’ and had been heated in a microwave to the point that it was hard to chew.

At this point we still have not had an apology or any type of conversation/explanation from our server. She did come once and we asked for a drink refill, which took over 5 minutes to get and was brought by someone else.

I understand that she may have been in the weeds, but there was no communication about it, and no communication to any other servers to help the situation.

At one point a manager came to check on tables, and I said something about my daughter having to wait 8-10 minutes for her dinner which could have been avoided if the server had realized there was no chili and asked us about a different option before the rest of the meal was brought out, and we were told they were having computer errors, but we shouldn’t have to suffer because of it- he then said to give him a few minutes and he would be back. I assumed he would be at least removing the kids steak entree and trying to make things right, but he never came back to the table, and we were there another 20 minutes since we ordered dessert.

At this point WE STILL HAD NO APOLOGY, only the explanation that there were issues and it should be something that affected us negatively.

The bill was not adjusted in any way (which I don’t expect, but in this situation I don’t feel we should have had to pay for the sirloin when it came out so long after the rest of the meal, was not cooked correctly, was not eaten and not taken home) and the manager and servers avoided our table the rest of our time there. I will not ever return to this location, and I am incredibly disappointed not only as a customer, but as someone who was a service worker at multiple restaurants for over 10 years as a young adult and in college. I would have never treated a table like that, and would have made sure management made things right. This establishment has most definitely lost any future business from me, and I will be sure to warn any others about the unacceptable service...

If i Could give this location 0 stars I would. This was one of the worst restaurant experiences i have ever had and I have worked in the food industry so I get that their can be times when its challenging and busy.

We were in town and visiting on July 10th in the Horseshoe Bay Resort and decided to get out for dinner. I suggested this specific chilis only because i had noticed it was on the lake and had a view. Otherwise we would not have ate there as we have been to chilis many times.

Prior to arriving my husband had checked the reviews and warned me. I thought surely not and encouraged him to give it a chance. After entering, we waited in a line where it took almost 10 minutes for anyone to even greet us. Prior to the hostess asking if we had been checked in, another couple had told us goo luck, they'd been waiting for over a half an hour in their car because it was hot. When the wife came to check on why they hadn't been called yet everyone who was there when they first arrived had already been seated. She literally warned us and we didn't take heed.

Finally after being checked in, the hostess told us that we were welcome to wait outside by the bar and she would text my husband when the first available was ready. Remember, she told us to go outside so we wouldn't be stuck standing around inside. I confirmed our phone number. She told us the wait would be 40 minutes. We sat outside sweating and ordered some waters and chips and salsa. An hour passed. At that point we had decided to just leave bc the few people at the bar were extremely intoxicated and the entire experience was miserable. No sense of personal space.

Upon leaving we noticed there was not one person waiting to be seated. I insisted that we find out what happened and my husband said no, let's go. There was no hostess to be found. As we walked through the parking lot to our car, the same older lady who took our info and told us we could go outside and that she would text us was walking in from i'm assuming a break? I have no idea and she says, have a great night!! Of course i had to respond. Have a great night? We never even were seated, let alone ate. She said well i texted you guys 15 min ago. I told her that she knew we were on the patio bc she told us to go out there?? Why would you not just come tell us our table was ready. She then proceeds to tell me she thought we were taken care of out there. So which was it? Did you even bother to text us? She never apologized for the mistake and only tried to justify what happened by saying, "We were really busy"! I have never had such a poor customer experience as I did that night.

I've worked in customer service my entire life and no where have i ever learned that it's ok to be rude and disregard the customers feelings and frustrations with waiting an hour only to never be seated because you were busy and assumed we were okay outside. Do better. I have empathy for being understaffed and during peek hours but the response from this hostess was by far unprofessional and extremely distasteful. She didn't just make herself look bad but she made the entire restaurant look bad. I will never recommend...

We went Chili’s towards the end of the evening on a Tuesday evening (Covid), and had the worst experience. We were fine with the 25 minute wait for outdoor seating because of Covid, and since we don’t venture out, we wanted to be safe. There was no one at the bar, so we had a cocktail while we waited. When our table was ready, our server Avery (by the way she didn’t introduce herself, we found out from another server), didn’t bring a drink menu with her and huffed a sigh that I asked for one. I’m sorry, are you annoyed that I asked you to do your job? When she returned, I pointed out the drink I wanted, and my husband I ordered right away, because we spent 25 minutes at the bar looking at the menu while we waited. (I just didn’t know the name of the cocktail). 25 minutes later, our two appetizers and my cocktail arrived at the same time. TWENTY FIVE MINUTES, for egg rolls and queso dip. We looked around to see where our server was, to see if perhaps she had a large party taking up her time. She did not. It was not busy because again it was 8pm on a Tuesday night. The table next to us was full of off the clock servers dropping f-bombs and being loud and rowdy. Finally, we grabbed another server Sammy, and asked if we could be moved. He obliged us despite being busier than our server (God knows where she was at this point), and then he proceeded to bring us water and check on us. Avery showed up in time for us to get our check, and pay. Avery if you read this, we didn’t stiff you, we tipped the server that took care of us, and trust me you screwed up, ask Sammy. Now let me get to the manager on duty, Mark. We asked to speak to a manager, since one had not come around to do a table visit, and this whole fiasco of a night out could have been remedied at the table. When we relayed our experience to Mark, he just kept saying “Looks like we turned it around by the end.” NO Mark. You didn’t. We still dropped $70 on a mediocre food (barely warm when it hit the table), and nothing was rectified. Sammy thank you for trying to help us. You earned your tip. You were the ONLY bright spot, and I hope you go someplace else where you will make the money you deserve. Next time we will go next door to River City Grille. At least we know their...