Chili's Grill & Bar — Restaurant in New Mexico

Service has really gone downhill the last few months. Several weeks ago went for lunch. Supposed to open at 11am. We walked in at 11:30. Nothing was ready. Kitchen was not up and running. Staff was barely meandering in. We sat in the bar. The bar had not been opened. Still dirty from the night before. Ice tea had not been made. We had to order waters after waiting about 20 minutes for the server to come over. Took another 40 minutes or so for our food to come to the table since the kitchen had not been prepped prior to our arrival.

Today we made an online order for pick up. The online app said it would be ready between 3:15 and 3:25. We got there early. Parked in the designated spot and checked in as instructed. About 3:40 we called the number to check on the status of our food. The person told us the oven was broken and they could not make the ribs. We suggested a call between when the order was placed and now (now about an hour) would have been nice. My wife walked in to order something else. At which point they told her they COULD make the ribs but it would take about 20 minutes. Meanwhile we could see our other order (a hamburger) sitting under the heat lamps. We asked if that was ours they said yes. We asked if they could remake the burger so it would not be sitting under the heatlamp for 30 minutes. The manager Lawrence Bellinger then told us they would not remake the buger because it was a black bean patty and that was unnecessary. He then began to complain that they were understaffed and things like this happen and we need to be understanding and deal with it as he argued with us that he works the front of the house and he has no say over what the kitchen does and no knowledge of when they run out of food. We then asked for our money back and he said no. He said they have nothing to do with online orders. We then asked for a receipt to which he also said no. He said their system is not capable of printing receipts for online orders. We left the restaurant with no food, no receipt, and less $60.

Lawrence Bellinger has no business managing a restaurant. My wife with whom he was fighting with has been in the food service industry for over 25 years and manages a high end restaurant nearby at a high end resort. He broke every rule. He argued with us for at least 15 minutes. Made excuses for everything. Said he has no contact with the kitchen. Said they have no expos to communicate with him when we could see clearly 2 working in the kitchen.. Had zero customer service skills. His attitude was horrendous.

That place has really gone downhill over the last year or so. Shame since the staff and restaurant used to be great. Used to be decently fast, good service, accommodating prior to his...

Normally we have a fine experience at this restaurant however last night was truly terrible, We went in to celebrate an event and it was fairly crowded so we assumed a wait, What followed was the most unprofessional and least comfortable dinner we've ever had after we were seated it took our server 15 minutes to come take our drink order which while long was fine as stated before we expected a wait. After that it took about 20 minutes to get our drink another 10 to take our order and 45 minutes to get our food. In the mean time the server didnt not once stop at our table to check on us or ask how we were doing, or to even reassure us that our food was on its way by the time our food did arrive the salads were warm and wilted the hotter foods had cooled a considerable amount as if they had been sitting out for quite a bit. Mind you by the time we did get our food the restaurant had been emptying as guests were leaving so our server was finally being attentive to our table but by that time it was too little too late. Our night had been thoroughly ruined by this experience not by any fault of the kitchen staff or by management but by clearly poor trained wait staff. As and its not to say that all of the staff is trained poorly as other guests came in and were seated after us were served promptly by other members of the staff and even got there food before us which was insulting especially when there were partys that had the same number of people as us and in some cases ordered the same amount of food as us. When we did see our waiter she was either standing talking with the same table or talking to somebody in the back. Mind you they had a full house and i can appreciate talking to regulars or coworkers,But when there are that many people in you need to make your best effort to serve everyone with the same standard you give your regulars otherwise you risk alienating guest who may not be your regulars but do regularly eat at your restaurant. Needless to say if we do go back we will request a different server if the one waiting on us is the one...

Horrible experience and no one to complain too. We went here to eat out for once. My GF is Keto and me Paleo so like most restaurants we had to send out a search party to find foods that could be modified to eat. After much efforts on our search we were asked a few times if we were ready to order, before we got drinks. We finally placed drink orders and told the waitress we would be ready in a minute. We waited about 10 minutes after that as we watched our waitress take 2 tables orders, get reprimanded by her manager, and drop off food for other tables. Then she walked by at a high speed asking if we were ready to order, she was halfway out of sight when we screamed yes. She turned around and took our order and bolted. My GF then realized she forgot to ask for the dressing on the side. We spent 10 minutes trying to make eye contact or flag anyone down and then our salads showed up. My GF told her she was sorry but meant to ask for the dressing on the side. The waitress was nice enough and said she would bring her a new one out right away. She left then some kitchen staff came and dropped off our entrees and we waited for the salad before we started to eat. The waitress dropped off the salad and asked if we were good. At that point we were so she left to help others. Not one person came by our table after that and we had planned on eating dessert. After about 10 minutes of waiting for someone after we finished our food, we decided to say screw it and paid at the little machine (how impersonal) and then my girlfriend decided she wanted to complain to a manager. We waited another 5 minutes for someone to poke their head out of their hiding places before we decided too go to the store and get ice cream. The only saving grace was that our food tasted good and they catered to our needs without question.

-decided to give it another try but waited for 5 mins in the front for anyone of the non busy employees to acknowledge us. We then decided to leave and drop a star...