Chili's Grill & Bar — Restaurant in Phoenix

This was the worst experience I've ever had in any customer service situation ever. Those are strong words and I don't take it lightly.

I placed an order through Doordash for pick-up. I wasn't having delivery, there was no driver involved, I placed a to-go order. Basically the same as if I had placed it in the Chili's app to pick it up myself.

I get to the store, park in a curbside pick-up spot, put my mask on to protect their employee, and call the store to tell them I'm here to pick up my order. They tell me that Doordash orders require that I come inside. I let them know that I don't feel comfortable coming inside with everything going on right now, and ask to speak to a manager.

They transfer me to someone else who says the same thing, that I need to go inside. I explain that it was my first time ordering a Doordash carry-out order and that I already paid, and I didn't see why they couldn't bring the order out. I get transferred again, this time to Jeff.

Jeff is a real peach. I explain the same thing to him and he asks me for my name, so I tell him. I explain that I'm uncomfortable coming inside and that I'd like the order to be brought out. He said Doordash orders require you to come inside and wouldn't tell me why. Before I could say much more, he says something along the lines of "I'm calling Doordash to cancel the order. Have a good night." CLICK (As he hangs up on me before I could respond).

I try to call back, and I'm irritated at this point. I could have handled this next part better, but I said to the girl who answered the phone, "Hi, can I speak to the (explicit word for a male body part) who just hung up on me please?" She put me on hold for 3 minutes or so, which was way longer than I was previously on hold as they transferred me on the first call. While I'm on hold, I realize I don't want the food at this point, who knows if I can trust it. I probably shouldn't have called the manager by his well deserved title. I start driving home empty handed.

So, I hung up and called back. I asked to speak with the manager who hung up on me. I hold for 30 seconds and then CLICK. Now I'm really mad.

I call a fourth time without hesitation. This guy is seriously too afraid to talk to a customer he hung up on? Jeff picks up. I confirm he was the guy I was speaking to, and before I can even say anything more, he starts yelling that I'm no longer welcome at Chili's and that if I don't get off the property, he's going to have me arrested for trespassing. Hey Jeff, ever think of looking out the window? I told him I already left. So he continues to threaten me and say I'm now harassing them. I'm just trying to finish the conversation we started! I tell Jeff that I was just calling because I'd like to ask for his district manager's name and phone number. He tells me it's none of my business and that I can call Chili's corporate if I want.

I will be doing exactly that. And posting reviews everywhere I can with explicit detail of the situation to warn others.

So, I contact Doordash to make sure the order gets canceled. They call the store and Jeff tells the guy that he didn't realize Doordash had a "to-go" option, and he thought I was a Dasher (delivery driver). He told Doordash he was sorry and that I could come pick up my food. Here's what I have to say to that:

No way that's true. I was very specific with 3 different people that I was picking up MY order.

Even if it is true (it's not), maybe if Jeff didn't hang up on me so quickly, he would have found that out. It seems that having a rational and calm conversation with a customer might clear up any confusion.

If I was a Dasher, I feel sorry for the poor sap who would have had their order canceled by the tyrant who runs the store because he can't walk an order outside.

I did not take Jeff up on the offer of driving back there to pick up my (probably cold) food. Luckily Doordash has decent customer service and gave me a refund.

In a time where unemployment is at record highs, Chili's could do a heck of a lot better than having Jeff...

Worst experience I've ever had in a restaurant. I went in. I ordered a ribeye steak medium-rare, when I got it, it was well. Done and it was like beef jerky you couldn't even cut it. The young lady came over and saw it, and she said, oh, she could tell that it was not right. I told the waitress she took my plate, went to the back. She was gone for like 20 minutes when she came back. She said, okay, we're gonna make you another one. I said, well, I would rather not have another one. Because I knew it wasn't gonna be good . She said she already put the order in so I sat there another 15 minutes to wait on that steak when it came out. It looked about the same and one of the ladies came over and she sad, we're just gonna pump your meal because she could tell by looking at it, it wasn't right? So I sat there and sat there, and I tried to eat some of it. It was horrible, not just that the potatoes we're not even made right. I've had them before, and they were really good. But this time he mixed the wrong cheese in it. It was horrible. Horrible. I was there for probably 2 hours. A total and I couldn't get anybody to come over to take care of me. So I could get out of there, so finally she did, and she said, well, we're going to comp everything. I said, well, give me a cup of soup to go. So I can leave a tip so she brings me a cup of soup. So she rings me up. And the tip was like $13. So with the cup of soup and a tip, it was $20. I couldn't figure out why it was SO high. Well, i know they do the total bill for the tip. That's fine, but my chips and salsa was supposed to be free and they totaled that in there. So that's another $7 on top of the cup of soup. So my total was $19 for what to top it off. I got home. The cup of soup had no chicken in it. No chicken, it was just a big bowl of mush with the tortillas. I couldn't even eat that it went into the trash. So I paid $20 for no dinner. Oh sorry, I had a drink and a few chips that was the worst experience that I have ever had. Don't know that I could...

I took my girlfriend here last night and we had a good time. We got the special that includes two entrees, one appetizer, and one dessert for $25. We upgraded to each get a margarita, I got the mango and she got the cherry blossom which was the special for the month of January. For the appetizer we got the onion petals which are comparable to the bloomin' onion from Outback Steakhouse. For entrees I had the bacon burger and she had the 6 oz. sirloin steak. She got mashed potatoes and subbed asparagus instead of broccoli which was great because it was cooked perfectly. It was crunchy but not too hard and it had a great seasoning on it which gave it some extra zing. The steak she ordered medium but it was cooked well done or medium well and it was coated with butter. It was still good but I almost lost a finger because I kept grabbing that delicious asparagus 😁. My bacon burger with regular fries cooked medium rare was subpar at best. It was drenched in dressing and the bottom bun was really soggy with the grease and condiments. The dessert was the hot chocolate chip cookie with ice cream and that was the best thing we had. Overall we had a good experience at Chili's and if I had another gift card I would go back. I prefer something a bit more unique menu wise but at Chili's you know what you're going to get. The prices are decent and the service is good enough. The food came out really fast and the drinks were made perfectly, the waitress and food runners were friendly and attentive. If you want to go somewhere that is uniform and consistent Chili's is the place for you and you'll have an above...