Chili's Grill & Bar — Restaurant in Ocoee

This was the worst experience that I ever had at a restaurant. I placed my order online, picked it up, drove home, and was ready to eat until I noticed my container had items that I didn't order in it, and was missing the item I really wanted. They ended up putting in Crispers and brisket quesadillas (what the heck is that, anyway?) in replace of the smoked sausages I ordered. Along with the sausages I ordered (but didn't get), I ordered ribs. They were in there, but were boiled, instead of grilled/smoked, and drowned with sauce to make it look more presentable. In my wife's container, she actually got what she ordered in full, but the honey-chipotle wings were undercooked and, again, masked with sauce to make it look more presentable.

Displeased with the order, I called the restaurant to see how they would like to resolve this, with the intentions of me going back and picking up the smoked sausages I really wanted; but was on hold for about an hour. I finally ended up speaking to someone who claimed they were the manager, and they suggested that the restaurant refunds 2 out of the 3 total dinners ordered that were not done properly. This was reasonable, but I was placed on hold again, and then another manager, named Rashid, spoke to me and told me that the only thing he could do was refund the meal that had the missing sausages. He also mentioned something about me driving back with the uneaten food, but by this point, I'm frustrated and no longer willing to drive back to the restaurant.

All I wanted for my $59 purchase was what I ordered, cooked thoroughly. Instead, I had to trash both meals, and now wait 5-7 business days for a refund for one meal, with them expecting me to call back to verify if it went through. Even though Rashid kept saying he was sorry about the situation, I would think if someone was that sorry, they would refund the whole meal to make the customer happy. But Chili's doesn't have to worry about this customer anymore, since I will not be ordering from them ever again. Horrible customer service tonight, and by the way, I'm...

The server was ok when we were 1st seated. After that, he was pretty much in the kitchen playing games with the expo person. My kids' meals were brought before our appetizers, then waited another 15 mins for the appetizer and side salad. The chips were so greasy that you couldn't even dip them into the queso without them just breaking. The side salad was served in a hot bowl on a hot plate. I then asked the server for better chips. It took almost 15 mins to get more greasy chips. My daughter ordered the pizza, which was absolutely horrible. I asked the server if we could just replace that meal with the kids' chicken crispers. My food finally came, and it had been sitting in the window under the heat lamp for a while. I then had to ask for a knife and fork to eat my steak because we were seated with plastic cutlery to eat our dinner. Then my daughters replacement food came 15 mins later with only 2 crispers. The server is still nowhere to be found, to even show him. 10 mins later, he comes by, and I ask him for boxes because, at this point, it's just a waste to dine in and not have a server. Another 10 minutes pass, and he comes back with melted boxes to put our food in. I had to flag him down again before he disappeared. I asked him for chips to go, thinking maybe I might be able to enjoy them at home at least. He dropped the payment system and never returned. I then got up to try to track him down. As I rounded the corner in the bar area, he was just standing thinking, hanging out with the expo person again. I stood there for about 4 minutes waiting for him to turn around. Other employees just walked by without even any acknowledgment. Finally, an employee (maybe togo person) asked if I needed help, and she then proceeded to get my chips to go. It is definitely disappointing as Chili's is one of our go-to restaurants to enjoy a nice meal. I'm not sure if the staff needs more training or it's just down to the times where no one cares about their...

This evening was my final straw to giving Chillis one last chance and of course they set the bar extremely low. What we got in, we let the hostess know the party amount (4) and she asked us to give her 15 minutes, but never asked for my name. More parties came in, atleast 6, and 3 left. A party of 2 who came 10 minutes after us, was seated before us to a 4 seater table ( we’ve eaten at that table multiple times with our kids). We waited an additional few minutes and then my boyfriend had to intervene to figure out what was going on as she started calling names of the parties after us first. We FINALLY got a booth and had to wait 6 minutes before our server even acknowledged us. Since we waited so long, we knew what we wanted. Ordered my daughters their meal, myself the 3 for $10.99, and my bf a half rack (5 bones pictured) and a double shot of henn. Not only did we not get our drinks or appetizers, the kids got their food first which wasn’t a big deal. The issue was the lapse between their food and ours, as soon as they were done, our food came. Then we had to ask for the drinks and drink from the bar. Half way through my food, I FINALLY got the waiters (Jaquan) attn and let him know I never got my appetizer. We asked for the receipt from the manager but still had to wait an additional 5 to get the servers attn in order for him to bring it. Lack of help or not, service was HORRIBLE tonight. Not to mention our waiters section had 3 occupied table, shouldn’t have been that much of a wait FOR 3 tables. Will never return to this particular location. Even if it’s for FREE. Below is a picture of the “half rack” they gave my bf. On the site it shows an even 5 ribs, not 2 and 3 corner peices....