Chili's Grill & Bar — Restaurant in Omaha

My two boys and I eat here on average once a week. We constantly brag about the service and the food. So when my brother, sister n law and neice came into town I wanted to take them to our favorite restaurant.

We had to wait 35 minutes for a table it was during dinner rush so no problem. We are seated order drinks and some chips and salsa. 10 mins later the salsa, chips and sodas are brought to the table..10 more minutes the margaritas and beer is brought.

It went down hill fast from there. The food is brought out and my neices order was totally wrong, the shrimp my brother and sister order are forgotten. We tell the waiter and my brother orders another beer and the waiter sends the manager over. He comes over apologizes (1) and says he will check on the shrimp and they will correct my neices order. And he will bring me another Dr. Pepper.

5 later mins later the manager brings the shrimp to the table and apologizes (2). He leaves my sister takes a bite of the shrimp and it's cold. Again we call the waiter over and tell him the shrimp is cold and my brother asks about his beer. The waiter apologizes (3) stating the bartender is swamped and by brother says we'll make it yep then. 5 more minutes and the manager brings out the water perfect steaming hot shrimp apologizes (4) and days they will remove the shrimp from the tab.

Finally after another 8 minutes my neices food and my brothers two beers arrived at the table with another apology (5). My neice orders another margarita. By this time the rest of us are finishing up our meals as my neuce is just starting hers. We chat and we all agree the food is good but busy or not the service is not good. If you're that busy staff two bartenders and staff more waiters the table of 5 that was seated after us the waiter checked on twice as much as us. Yes we kept track.

The waiter finally brought my neice her other drink and as he was passing it to her part of it spilled on my good and my son's. Apology (6) again and this time my Dr. Pepper was finally brought. 10 more minutes pass the table next to us the waiter has checked on twice by now I am trying to pay on the kiosk. I pay tip low due to the poor dining experience and the kiosk freezes. The waiter comes over and says I can print that off for you and I say yes please and can we have some boexes? He says yeah sure no problem.

Needless to say my brother and sister n law were not impressed and this time it was me apologizing because this was not what we are used to when we...

Took advantage of Tuesday OLDTIMERS Burger. Placed a order by phone. Was told it would be ready in 15-20 minutes.

Arrived in 20 minutes, waited in curb side parking for 5 minutes with no other vehicles waiting. No help so I went inside to see young lady on the phone Struggling to take a Order. I decided to go use the restroom while waiting.

By the time I got back she was off the phone and assisting me with paying for my order. Did not know that the had switch Systems on how to pay for your meal.. Ended up having a young man come over who said he was a Manager assist in paying my Bill and get me a receipt.This took almost 10 minutes. I couldn't enough get a updated cc receipt with my tip on it by the young lady so I had to have it set to my Email.

I left disappointed and drove off only to pull over to find out that all 3 burgers were incorrect with my special instructions!!!

I drove back to Chili's and asked for a Manager. Again I had to wait! Finally a Manager named Lexi spoke to me.

I was very disappointed and upset at the situation and try to explain the whole thing to her. She informed me that she was the one that took my order over the phone.

I just felt she didn't want to have to hear Me constructively vent on how bad the order was and why wasn't it checked . NO OWNERSHIP on the MISTAKES or a simple APOLOGIES... She was more concerned on what she needed to do.

I was totally flabbergasted by this And asked her how long you would take to replace the order? She informed me that it would be 15 to 20 minutes. At that point I felt she just didn't want to expedite anything just place it like a new order like my original one.

By now I've been at the store for over 45 minutes. I asked for a refund/credit on my CC. She came back and said it was done . I asked her where am I where my receipt was showing credit.. She informed me that she didn't have a receipt for me that it be available in a few days. By now, 1hour passed and I informed her to have the General Manager contact me tomorrow by lunch time so we could discuss how to diescalate the situation Or I would move on. Zero response (2:02pm).

I felt I should share this.... Good Luck on Curb-side and some of the staff! Dine in ask...

To start, Chili's as a chain is a great place to eat and has great selection. The location at 3202 S 143rd Plaza, Omaha, NE 68144 does not hold to companies standards found else where. Walking in, we were told there was a 10 minute wait. Half the tables were empty and all sections were opened. This was a Thursday night around 6pm. 20 minute wait in the end. 10 minutes sitting at the table before the waiter took our order. Chips and Salsa were ordered... came out cold, soggy. Water would have been thicker then the salsa. Asked for a side of ranch... server in a hot dish which made the ranch luke warm. Meals came out luke warm after a decent wait. Get bill, and find out I was overcharged for fajita. Ordered Chicken Fajitas and was charged for Combo Fajitas. After waiting 30 minutes for it to be fixed.... decided to pay the extra and leave the disaster behind me.

Updated 10/01/2015: Moved from 1 Star to 3 Stars. It took around 5 minutes for someone to acknowledge (we were seen and ignored) us and seat us (Restaurant was slow, couple of tables). Once seated though, waiter was good (not great) and food was piping hot. Two appetizers: Chips and Salsa, and Cheese Fries. Two orders of (Beef/Chicken) Fajitas, Chicken Crispers and Table side Gauc. Tables filled up quickly and there was a wait as we were leaving. Not the most impressive but redeeming for a one star rating and worth a third try in the future.

Updated 03/28/2017: I stopped in there for lunch yesterday. I order the chicken fajitas, all cheese boat and a drink. I did make three requests for ranch, more tortillas, and salsa as soon as my food arrived. I was on lunch break and wanted to eat quickly and get back to work. Food was hot and tasty. The waitress was prompt with requests and delivering my food. 3 or 4 stars, still lacking the 5th due to past experiences. I did leave the waitress 30+% tip. It was a great visit and the service was top notch.

I can honestly say the place has improved since my first posting of...