Chuy's — Restaurant in Noblesville

Let me tell you about our Chuy's experience. We start off by getting to the restaurant at 5:50 PM on a Friday night (8/29). We were told it would be a 15 minute wait to be seated. We get the text at 6:01 that our table is ready and we sit down. Now my family goes out to eat at least twice a month, and we were at Chuy's for the first time back in June. Our experience in June was amazing! This time was way different. It started off great, refills of our drinks without asking and chips and salsa were being brought out regularly...regularly, as in we waited and waited and waited for our food. We actually never got our food. We were sat down next to a larger party (to my left), and although they were there first they actually ordered after we did, as we ordered our food when we ordered our drinks. Then there was also a table to my right that was just finishing up their meal. Now as we are sitting and waiting, I notice that the table to my right had been emptied and was being bussed. I also see an older couple had just been seated to the left of the larger party that was to my immediate left. Here's where things start going sideways. The table to my right now has a couple seated at it, and to my surprise they get their food within 15 minutes of them being seated. What the heck?! Now I look over at the older couple to the far left and HOLY COW, they have their food too! Just then the table to my immediate left (the larger party that ordered after us) ARE GETTING SERVED AS WELL! Now I start looking around, as I need to confirm what I am seeing. I look and spot a couple with their two boys that were checking in as we were being seated. Guess what? They too are being served their food. Why?! At 6:45 (40 plus minutes from the time we ordered) my wife quietly asks the server, "when should we expect our order?" To which the server replies, "we're really busy, and it'll be out shortly" OMG! The clock finally hits 6:52 and we have been sitting for over 50 minutes. We have a son who is autistic and even he is starting to get upset, and he is always a very good boy when we do go out to eat as a family. My wife is starting to fall asleep. My 9 year old is leaning his head back on the back of his chair. I finally make the executive decision that we need to leave and leave quickly. I get up and start to get my 5 year old out of his highchair (again he's autistic). We start to leave Chuy's, and then the manger comes out of nowhere with our food. Now at this time, people are starting to notice and I don't want to make a scene. I don't want to say how I really feel. She asks us if we still want the food. She says that she was just made aware of the situation. She asks us if she can box it up for us. We got everything but an apology. This was a huge failure from the time my wife asked when our food was going to arrive. The correct answer would have been, "I am sorry, let me look into that for you". The correct thing for management would have been to come out immediately and apologize to us. There was clearly a miscommunication somewhere, was it in the kitchen? I don't know, but a simple apology and concern about our excess waiting would have helped. Instead we got no answer until we were over it and ready to leave. The only real answer we got was in the form of an excuse. That is inexcusable, especially coming from management. I work in the crazy world of customer service, and even if you're not directly at fault for the issue you still apologize on behalf of your staff and the company. We walked out without eating those meals. We walked out as the manager was still holding up the tray of the three meals that we had ordered over 50 minutes ago. We drove over to Raising Cane's and we fed our boys. I don't know if we'll ever be back to Chuy's, but if we do decide to give them another try, I hope it'll be a much better experience than it was tonight. Thank you...

Update!! 9/26/2020 We ate here last night after doing some shopping. We were aware that the Chris Stapleton concert was happening and had to wait 39 mins for a table, no big deal. We were sat, ordered drinks (2 margaritas and a Cherry Coke). Coke came out right away.... Margaritas, 15 mins later after we were told they were given to the wrong table.... When we did get drinks they were no longer frozen.... They were all melty with hints of frozen mess. We ordered... Several other tables were seated after us, ordered after us, and received their food long before we ever did. We had to track down our waitress to ask if she could check on our food. And we never saw her again until we ask someone to have the waitress bring us our bill... Our food finally came, My order was not right, we never were offered refills on water, margaritas, or the Cherry Coke. When the waitress showed back up to the table she smelled like cigarette smoke. She never apologized for being absent for over 30 minutes, never addressed the fact that my order did not come out right, immediately asked if we would like the bill never offered to do refills or ask if we needed anything else. Super confused about the whole experience. Again I realized they were super busy, but the other server that was doing the section next to us, he was completely on it! Our waitress was completely absent and this is hands down the worst experience I've ever had there! I've reached out to speak to a manager and left my information but have not received a call back. I know the other tables in our area that had our waitress were all feeling the same way because it was this awkward looking around and looking at each other and disappointment on faces.

We come down to shop very often and because there are other restaurants in the area I think we'll be choosing to frequent those instead of this one because of lack of care.

Hiring good staff is everything and it makes or breaks your business. Completely understanding of the current circumstances in the lack of people wanting to work, but I would rather have had longer waits and more attentive service rather than what we got.

Original review: This is our 3rd time here. (1st since Covid) Their menu has changed, much more limited. The ranch is DELICIOUS! Very addicting. The Queso is good but does have a KICK! Margaritas and sangria are delicious. Will definitely go back! Just miss...

I am normally not the type to carve out time to post a bad review. I honestly can’t remember the last time I did so (if ever.) Nevertheless, the treatment my wife and I received tonight called for a response. Well aware of the fact that they would be closing at 10pm, my wife and I decided to pop in at about 9:15 in order to chat over some chips & salsa as we have done at this location plenty of times in the past. Being respectful of the time, and never wanting to be “those people”, we assumed that so long as we finished and were out by closing time, this would be acceptable. In the past we have done that & been welcomed by warm greetings, great service, and delicious food... and because of this, we’d always leave a generous tip despite only ordering chips & salsa.

Tonight, unfortunately, we were received much differently. Instead of being seated at a table so that we could debrief one another on our days, we were pointed to the bar and told that if we were just gonna get chips & salsa, we should just go there. Upon entering the bar, there was a blonde lady (whoever was serving at the night of 10/22) that gave me a look that made me feel that a) I was a complete inconvenience (despite there being 45 mins left) or b) I wasn’t someone they wanted to serve. Either way, it was uncomfortable and very rude. The tone and short manner in which she addressed our questions made it even more obvious that we were not welcome. We were going to attempt to sit there & still enjoy ourselves until after some discussion we thought, “if this is the service we’ll get, perhaps we should take it to go.” I asked the other guy working behind the bar if he could let the other lady know we’d just take it to go, but we were informed that that’s how she was preparing it anyway. Shaking our head, we decided to simply leave.

It’s a shame. Great food like that which Chuy’s serves should be accompanied by great service. Heck, as good as the food is, it could have even simply been DECENT service and I would’ve been happy. Unfortunately, the rude & unprofessional behavior left a sour taste & a sad perception of this...