Chili's Grill & Bar — Restaurant in New Braunfels

I want to start by saying that I am one of the most laid back patrons. I enjoy eating out. I also tip more than 20% most of the time when service is good because I am a single mom and I enjoy it and appreciate it when someone else takes good care of me (especially washes the dishes). I am also very understanding of people and don't hold grudges. However, you mess with one of my daughters, and you unleash Mama Bear.

Mattie and 5 of her friends (all upper 10% of their class) went to Schlitterbaun to celebrate graduation and the end of the year (some of her friends will be seniors). Afterward, they stopped in at Chili's in New Braunfels; she was planning to use a gift card she received for graduation. They got the bill and were informed that they can't accept the gift card, as their machine is down. Luckily, Mattie had some cash and was able to pay her bill, but she texted and called me and very much felt like she was being discriminated against because she was not an adult.

As it should happen, I was also at a local similar restaurant (Applebee's) with a party of 8, celebrating the retirement of a colleague. I stepped outside for the telephone conversation with the Chili's manager, Becky. I first asked her to explain to me why she could accept a debit or credit card transaction but not a gift card. She explained that she could call the various credit card companies and get a confirmation code. I see—kinda “old school” but I get it. However, she “could not call Chili's.”

The manager continued to tell me that they were all frustrated with the situation, that it had been going on for 4 days and that their IT department had not yet solved the problem. I asked if there was a sign on the door, notifying patrons of the fact that they could not accept gift cards. You know, graduation, Father's Day soon, etc., lots of gift card occasions. No. There was no sign on the door. Had their server informed them prior to being shown to a table that they could pay by only cash or debit/credit? No, and she apologized for that oversight. I stated bluntly that a table of adults would have been informed. I told her about my dinner situation that night, and that I had no cash, and what would they do if I had been the patron with only a gift card? Well, they would do 'something,' was the reply, and that she had not had anyone unable to pay with another method since the machine had been down. However, they told Mattie there was nothing they could do for her.

I know Mattie did not have a lot of cash with her, and I did not want her to use it for something like this. She was also picking up the tab for a friend going into the Navy so the bill was around $30. (That's why they went to Chili's to use the gift card). I asked the manager that they comp Mattie's meal, as they would offer for an adult patron. The manager and I went around a bit more and finally she said, and I quote, “We don't go out of our way” and I interjected, “Well, that is some fine company policy you have there to not go out of your way.”

On my way back inside Applebee's, I briefly recounted the story to the hostesses and was told that they could call and confirm a number on a gift card. They agreed that Chili's had mistreated my daughter.

I will not ever frequent Chili's again. (Even though they have the best molten lava cakes). You mess with my baby you mess with me. And SHAME on Chili's for treating people differently because of their age. And SHAME on them for not going out...

I recently dined at Chilies Restaurant with my family for a special occasion. We waited at the front and their wasn't a host to sit us and seemed like we were being ignored. The restaurant was less that half full and seemed very slow. We were finally able to sit after 20 mins by a waiter that looked like he did not want to be there. A different waiter took our order and was very nice and professional. I believe his name was Louis, after we ate and paid the bill I went to the restroom and while coming back passing the kitchen I was disappointed to see that the food runner that served us was sitting on the floor and smoking a vape pen by the trash can and taking selfies. I was discussed. As a customer, this behavior made me feel uncomfortable and detracted from the overall dining experience. I was embarrassed to tell my family that the food that they just ate was served by a dirty girl. When she came back and asked if we wanted our drinks refilled, In my head I was saying hell no. I just asked her for her name. She's a 3 foot girl named Jenessy, too little to even bring our margarita drinks. My family was also disappointed and grossed out when I told them, We all had a big laughed when my son said eww daddy she's gross. They were not comfortable eating food that had been handled by someone who demonstrated such a lack of professionalism. Given the fact that we spent $150 at the restaurant, we expected a higher level of service and professionalism. While the food was ok at best, the lack of professionalism demonstrated by some of the staff was a significant downside, and will likely impact my decision to dine there in the future. I would recommend that the management at Chilies Restaurant take steps to ensure that their staff maintain a more professional demeanor while on the job. This would help to create a more welcoming and enjoyable dining experience for customers. As for me and my family and friends we will be spending our money else where. Will I come here...

Still five stars for great tasting food however our last visit with family wasn't great.

The service is a 2 1/2 ⭐ rate. Though they were working at full capacity, the Greeter was a bit short and was answering questions in half sentences, we were still not able to wait or sit in the foyer and was either forced to sit in our car or out in the rain. We ended up standing between the doors and my legs were already jelly from being on my feet all day at work, my thighs were threatening to give out on me. Then it took almost 30 minutes for our food to arrive after ordering instead of their speedy 15 that we were used too. The Server never checked up on us, never offered any refills on our drinks. I had asked for my rice and beans to be plated separately from my chicken. When it came back the little bowels were hot, rice was hot but the beans were cold. It was just unprofessional.

We will be more than likely to return cause of the food but we will also expect that the service be at 110% like before and any questions answered will be more professional and courteous as Chilli's is represented to the standards they hold themselves up to be.

Update Edit (though months late):: My family and I returned a couple weeks later cause my mom is on the rewards program and had gotten a free desert coupon. This time around they were spot on with times, checking up on us, making sure that our drinks were filled, food came out hot on hot plates. The only issue was that the Greeter was still answering in sort and clipped sentences, no empathy and proper display of a professional in professional company answers. As they are an employee representing Chili's, they should be answering with empathy and providing professional statements for the most common of questions. 4 ⭐ stars for Improved Service.

We will always return to this Chili's since it's our family's favorite...