Chili's Grill & Bar — Restaurant in Romulus

Wow, I thought I couldn’t be shocked at how poor customer service can get, but although it doesn’t appear on their menu, the Chili’s To Go at Metro serves a master class in poor communication, zero training, organizational dysfunction, faulty technology, and rude-to-the-point-of-agressively combative, customer interaction.

Had a short layover and wanted a drink and appetizer. Overheard the manager at the full-service Chilis next door say that it would be at least 40 minutes to get service. Too close for me, so I stood in line at the “to go” kiosk right next door. Finally got the completely indifferent and possibly mentally compromised attention of the counter person and asked if the wait time was less than 15. She grunted something approximating an affirmative. I asked to order, and she pointed me to a self-service screen. Everytime I keyed in my order and hit “pay,” the screen would blink out and force me to start over. Frustrated, I got Rainman’s attention once more and asked if she could just take my order at the cash register she was dozing off in front of. I ordered. I paid. I waited.

Long story short, the manager from the full service Chili’s next door eventually came over and chastised the employees for telling customers they’d be getting food anytime soon. I asked for a refund. No problem. He spent five minutes trying to work the cash register. Had to go get help from someone in back (who was probably kept back there out of recommendations by their insureres), because she immediately escalated the tension and made me reconsider my rule on striking people I just met. I never got the refund. I got handed the wrong to go order and ate it while running to my plane and further ratcheting up my blood pressure. This place is only in business because there is no competition. Take my advice, and eat...

Do not go here. First off we waited at the greeters podium for at least 5 minutes after watching numerous employees walk past us and not greet us. Then we decide to sit at the bar since we thought it might be faster and we chose a seat that someone had left as their empty drink and receipt were there. We chose those two seats as they were spaced out enough that we wouldnt have to sit next to anyone. The bartender immediately comes over to say "if its dirty you cant sit there" to my husband. He could have approached this in a much more polite manner but and at least said hey sorry first. No. Not this man. My husband moved seats to the one on the other side of me and we then waited for another 5 minutes for this man to walk past us 3 times. We thought he would ask us what we would like to drink but no instead he asked us to move seats all the way to the other side of the bar because he wasn't happy that our only bag was on the floor between us. I was willing to move it to the other side of me but my husband pointed out that we were not going to anything close to decent service from this man. So if you are passing through the Detroit airport and want to hit chilis and see a taller black man bartending don't waste your time. You're not likely to get a drink, food, or even a hello. Suggest going...

We just met the most contentious ill-mannered poor excuse of a bartender, at this airport. Luckily the lady with super short blonde-ish hair continued to ignore us, so we were safe from her rancid attitude. After watching her slop around cups of draft beer flinging foam on the floor and over the ice bins I immediately had regrets on ordering a drink at all. Lady, if you hate your job just say that. I suppose she could be having a bad day but regardless, tact is something you either have or you don't and she does not. Horrified, all of us sitting at the bar were speechless as we watched this train wreck behind the bar.

All the servers and others behind the bar were irritated, arguing loudly and they obviously need to reconsider their current career choices. It's not that we expected anyone to be walking on sunshine this late in the day, but you dont have to rude. The ONLY decent thing this place has going for them is the polite lady with the glasses and small hoop earrings. Everything else was a hot dumpster fire in the middle of July. 10/10 avoid this angry circus if you can, the menu is scarce, chicken was overcooked and they're all out of all the good booze. The only reason I left one star is...