Chili's Grill & Bar — Restaurant in San Bruno

Do NOT go to this location at night!!! Their white male shift manager is highly defensive, aggressive, and stubborn. I had placed a curbside pick up order and it said it would be ready at 8:55-9:00pm I arrived at 9pm and checking via the app, stating my vehicle make, model, color, and the spot number I was in. Two chili employees that appeared to be handling togos based off being seen working behind the counter, took turns walking out the front door to hit vapes. It wasn’t until the female employee once she was outside noticed me in my vehicle and went back inside to speak to her male colleague, I knew they were talking about my order based off being pointed at repeatedly by both parties. Her male colleague comes back outside and asks me the name of my order thinking it was someone else’s. I corrected him and gave my name “Lana”he said okay and went back inside. Now I had assumed that since i had notified them in two different ways at that time that the curbside order would be brought directly to my vehicle. It wasn’t until 9:47pm after I had been waiting so long, I went inside the store, said the name of my order and the manager confirmed like it’s BEEN there, I noticed the ice in both my drinks were melted, food was not hot, indicating the order had been sitting there, I attempted to ask how long the order was sitting there for only to be approached by their manager cutting me off, wanting to go back and forth, and stating they don’t bring orders out and they just started this service…? Like okay but what is the definition of curbside chilis? Curbside is by a curb, outside, my order did NOT SAY TO PICK UP INSIDE IF ITS CURBSIDE!!! The manager of that shift needs a buddy manager or that whole shift itself needs to be changed, I feel as though this manager had too many employees to manage, therefore he wasn’t notified of his employees vaping, orders not being brought out, I was not the only car that assumed curbside would be brought out either, there were two other vehicles there parked in curbside who most likely got their orders after me after they saw me go inside the establishment. To top it all off, the managers excuse was that they were busy on the INSIDE, my thing is don’t have a service available if you cannot fully cater to it! Highly...

------Update:

I have a chance to return to this restaurant a few more times recently , and unfortuantely the food and the service have not improved.

The portions they are serving are becoming smaller, and the service isn't getting better either: service is slow, and often the order is served wrong. To make matters worse, if you pay cash, which two of the members of this party did, they will short you change, claiming that they don't have small change, although the receipt they give you states otherwise.

This is just very unethical to give your customer a receipt while withholding part of the change they are due. Of course, neither of the member in our party cared about the small amount of change (it's only a few dollars) but if they do this with everyone, the waiter can pocket a lot of money in a night, since they are literally hundreds of customers here.

------End of update

I have been frequenting this particular branch for a number of years, and it has been great, until recently. Not only has the menu been changed many times (3 times within this year, for example), but also the quality of the service has gone down.

For example, it can take up to about 10 minutes or longer before the hostess even notices your presence and this is when the restaurant isn't even busy, when they have just opened for business.

Additionally, significant delays have been experienced in delivering the food that has been ordered, and one time a hot dish was actually served cold.

I have brought attention to the management a number of times, but no improvement has been witnessed.

At its current state, I am forced to choose another restaurant, because the quality of service is simply unacceptable.

Unless you are a sports fan like me, and just want to watch the game and don't care being neglected and eat food which may be served cold when it should have been at least warm, I recommend...

Ordered online for curbside delivery. I arrived 5 mins before order was ready and checked in online and said what space I was parked in. 30 mins later still waiting for my food, nobody came out to bring food. Plenty of doordash orders going out though. So I call and said I placed curbside order and I'm still waiting for it, response was I'll look but was hung up on. 10 mins later I send my wife in to ask about food, she was told someone took the food and they remaking it. Well you could have notified me instead of making me wait longer. Another 15 mins pass and still no food so I go inside to check on it. So I was told it wasn't restaurant fault cause someone took order, I'm like your suggesting it's mine cause I'm just sitting outside for your staff to bring it to me. Well someone took food so order is being redone. So I tell the lady it's been an hour and I still don't have food I should be reimbursed. I was told it would happen in a few days. I'm like your going to forget in few days, I'm like I would like to speak to manager so she calls over radio for Ann. Well Ann I think came over but didn't want to speak with me cause the lady helping me went around corner and said Ann come over here. Instead some gentleman came over. He agreed to refund but still would take few days, still no idea if I'll even get a refund, not holding my breath. Btw the order was remade but it was still incorrect. Missing 2 appetizers. Terrible service and no staff wanted to own up to it, I'm my opinion I shouldn't have had to ask for refund it should have been done automatically. To sum up, ordered waited an hour for food, staff could have handled it better, I guess customer isn't important anymore, and order...