Chili's Grill & Bar — Restaurant in Rockford Township

We were very disappointed in the service today. We ordered ahead, got to the State St. Chili's when we were told to arrive at around 5:30 PM. We paid online, so it could be brought out to us. We (and apparently everyone else who was there) did not receive our food until an hour after we were told to arrive and this was only after we asked the manager where our food was. Nobody was answering the phone, so we were unable to inquire that way. When we received our food, we were told to call tomorrow with any issues (translated...they didn't have time to fix any issues on the spot). The biggest issues were 1, we were told to show up a full hour before the order was even ready. That is just not acceptable. There is no reason we should not have gotten a text to let us know there was a delay. When we arrived, every parking spot was full. There was no organization at all that I could observe to keep track of who had arrived and where they were located. There should be numbered spots on busy days like this, so that we can let the runners know exactly what spot we are in when we arrive. Fast food places have this...no reason you can't. The second, and I feel biggest issue was that my food, an entire chicken fajita kit was missing from our bag. I understand things are busy because of it being Mother's Day, but if you know it is going to be busy, maybe don't take so many orders if you can't handle the volume, or hire more people to check and run orders. I only saw 3 people running orders outside the entire hour we were there, and one of them was the manager. The food we did receive was cold and one burger that we ordered was overcooked when it was supposed to have some pink. This meal was supposed to be part of a combination Mother's Day and birthday celebration. It was definitely not celebration worthy. I feel we deserve some kind of refund on...

Where do I start?! It was terrible! The restaurant wasn't clean. Came in and our server (lilly) had a terrible attitude to start. Our party orders and specifies how we want our burgers. Well the waitress didn't really like that and got aggravated about it. We had gotten chips and salsa and after about 20 minutes we finally get the chips and our drinks. Let's just say the chips were absolutely horrible. You could just tell that the oil they were cooked in was disgusting. They had the worst taste. We had brought it up to our server and she just pretty much ignored it. Then we finally got half of our tables food. Everything was wrong. All of our burgers were plain. They had nothing on it Even after we specified what we wanted on it. We had told the waitress and a manager (Alejandra) ended up coming over. Her attitude was even worse than the waitress. All of our food was wrong, half of our table didn't get food. I had gotten a drink with my meal. It was a diet Dr. Pepper (I'm a diabetic) the drink they gave me was a regular Dr. Pepper. I had told the waiter that I needed a different pop due to it not being diet and she told me that no that is diet. (I've been a diabetic for about 15 years) I know what a diet pop tastes like. Even after all this the manager did nothing. Nothing taken off any of the bills, no compensations nothing! Moral of the story do not come here if you want decent service. I will not be...

I want to share my experience with the manager Russel of the state street Chili’s. My husband ordered food from the Machesney Park location as we live in the area and had it delivered due to getting ready for toy distribution and didn’t want to cook and we choose to have it delivered an hour later. We get home and it was delivered 15 minutes early so we hurried to eat and it was a horrible experience. So we try to contact a manager from Machesney Park and after long hold the phone just hangs up! Tried at least 9 times on 2 phones, aggravating. So called State street to see if they have a “back door” number and got in touch with Russel (holy cow a real person!) and he was great as he offered to replace the meal and also pay the delivery cost though it’s out of the way. Damn what happen to these great customer service people! I kindly declined his offer but his curtesy and offering was by far a great asset to the Chili’s franchise. He also (after explaining the toy drive) offered to donate kids meals. So if you want Chili’s drive the extra way and go to a place where upper management cares about their customers and pretty sure won’t be any complaints. I will going the extra miles...