Chuy's — Restaurant in Nashville-Davidson

We love Chuy's but this one is HORRIBLE.

We used to frequent the Cool Springs location and were so excited when this one opened a bit closer to us. We tried it 3 times when they first opened and the experience was bad across the board.

We took a break and gave it another try later on, after they'd had some time to work out the kinks. Since then it had been relatively satisfactory (never as good Cool Springs).

We were excited for the seasonal menu so we went tonight. Before I even started eating, I found a significant piece of shiny paper/plastic in the sauce. Picked it out and decided to try and still eat the burrito, since it was technically on top. Things happen!

BIG MISTAKE. About 25% of the way in, I found another piece of paper/plastic.

We let our server know. He said they would comp it and bring me another. I appreciated that. Asked him to just bring it to go.

It came out on a plate. No big deal.

Asked for a box. He brought one. Asked for another set of silverware to transport it, as mine had gone back with the plastic burrito. He brought 2 packages of plastic silvies... ok fine. I open one to transfer it to the too-small box. Gotta cut the burrito in half to fit it.

SURPRISE! Totally different burrito!

We get the server and let him know. They bring another burrito, on a plate. It's missing one of the main toppings. At this point I ask to get the topping to-go, another box and a metal fork. He brings all three, I load my box, we pay for husband's meal and we GTFO.

Also, our drinks ran out relatively early on and were never refilled. That's challenging with Mexican food.

I will give them credit for comping the burrito. My husband's flautas were BOMB.

One last thing, do managers not check-in in situations like this anymore? Remember when Chuy's managers checked in with every table at least once? Maybe that is just a Cool Springs thing.

Googlers, drive a little further, go to...

Something has gone very wrong at this location. A huge chunk of staff left, and it seems like leadership or management also changed. The servers are working their butts off, trying to do seemingly everything in the restaurant. The manager is never, ever present on the floor. Mostly, when we go now, it feels like a dying restaurant waiting for someone to put the lights out. Does this restaurant even have a managers? It feels like it does not. One day, we sat through our dinner listening to death metal music on the overhead. There is a constant battle over control of the thermostat and music. and I can't remember the last time we walked in, and there was not an actual hostess at the stand, we waited well over 10 minutes along with several other customers to be seated. Finally, someone at the bar realized we were all waiting and grabbed a server to seat us.. Servers, it seems, are now also responsible for seating guests. The kitchen area sounds like a rowdy bar most evenings now, and it feels like the last thing being done is presenting a professional atmosphere for customers. This place has turned into one of those mom and pop places where nobody cares, and the customers have become an annoyance getting in the way of throwing a staff party. If there is a manager here, corporate needs to take notice and make some serious changes before the manager runs off the rest of their staff along with all of the customers.

This restaurant needs a reboot and fast. Get a new GM because the current one doesn't know how to run...

Awful customer service. Arrived at 5pm to a nearly empty restaurant and asked for a table for 8-10. The hostess told me it’s policy to only be seated once half the party is here. Fine, no problem at all. No more than 2 minutes later 2 adults and a child came in asking for a table for 7 and were seated right away. When I asked the hostess why they were seated without half the party there, she said “3 is closer to half.” So which is it? You seat once half the party arrives or not? Once we actually got seated, the server started out nice and friendly, then once he realized we were only ordering drinks and apps, he got visibly frustrated rolled his eyes multiple times in front of us, saying “give me the menus” and then waved over to the hostess rolled his eyes, motioning multiple times again that we weren’t ordering full meals. How unprofessional and rude to blatantly roll your eyes at customers right in front of them. If you didn’t want us to sit there, then the hostess could have easily offered bar seating for our group. We come to this restaurant often and this is by far the worst customer service I’ve ever...