Chili's Grill & Bar — Restaurant in Smyrna

This place is a hit or miss. You may have good food and service several times and then you will get a really bad day. I fully agree with everyone on the To-Go orders. This place makes it evident they do not like doing ToGo orders. You will stand there and wait and wait with out be acknowledged unless you say something loudly. My last experience was on Saturday April 7th, 2018. I went as a group of 4. We were asked if we would like to sit in the bar area and I mistakenly agreed. We sat with a couple of the guests backs to louder drinkers at the bar that moved around a lot. My bad as I should know better but felt if I said no we would be waiting for a table even though they were mostly empty. This is common for Chili’s as is for other chain restaraunts. The waitress immediately took our drink orders and we asked for chips and salsa. She got the drinks in a timely manner along with the chips and then announced she would be back to take our order. 15 minutes later she finally arrived back. We all placed our orders and I ordered the usual three meat fajitas with corn tortillas, because I have food allergy, Celiac Disease, make sure it’s the corn tortillas. Another order was for the Ribs and it was requested for corn without all the seasonings. A bacon cheeseburger plain by a child. The meals arrived after quite some time. We were not in a hurry but this is one thing I assured my family on when I picked Chili’s to go to. That they were faster and better as I had not gone there in 2 years and started going back with 2 good experiences and 1 To-Go that was at least good food and hot. I noticed right away my condiments tray (Pico, Guacamole, sour cream and cheese) looked quite old. Like it had been sitting open for at least a day. Guac was discolored and looked like someone ran their finger through it to try to get the green back from the bottom. Pico was dried out on top. My fijatas, rice and beans were cold. I pulled some foil back from the tortillas and they were flour tortillas. After a bit the waitress finally came back to the table and I told her I couldn’t have the tortillas, the corn was not as ordered on the other plate and the child needed mayo for his Bacon Cheeseburger. She walked off and waited on another table, brought them drinks, then brought an order out to another table. After some time she did go to the kitchen with my flour tortillas to request corn. She came back to tell me the corn tortillas had not been taken out of the freezer and were frozen so I would have to stay with the four. I explained again I can’t because of sever food allergy problems. So she waits on another table, brings food to another table then finally comes out with a plate of corn tortillas. By then we were done eating. She got the manager for me and I explained the problems and told him the continent plate was unacceptable. He said he would take half off my meal and that they make the condiment trays up in the morning and that’s why it was brown and dried out. I call BS. They were made up the day before and left out in the open. I explained selaphane works well in keeping the air off the stuff. I don’t approve of a manger who makes excuses for serving unacceptable food that could seriously make someone sick. Thus why we were served bad food with bad service in the first place. They need to replace the manager if they want this place to stay in business. This was 4PM on a Saturday and the corn tortillas are still in the freezer? Condaments are all died out, discolored and nasty? Won’t be going back... ever. Add... 5/21/18 I get a notification that Chili’s systems were hacked between March and April 2018 and credit/debit card numbers, CCV along with names were obtained by...

I usually love to come to Chili's, partly because they make it easy to know what I can have, having a gluten allergy. But today, the manager, Josh, made two people at our table cry, and then didn't even make it right. Let me start by saying, I work in customer service and hold myself to a high standard. I try to do everything in my power to make my customers happy, because I understand that if not for them, I don't have a job. I told our server, Cheyenne (who was lovely, by the way), that I had a gluten allergy, which I watched her write down. My husband and I both ordered the 6 oz. sirloin. While my husband is not picky about how his meat is done, I am. I ordered medium, and because meat at a restaurant is so lean, if it is even slightly overdone, it is tough, in my opinion. So when it came out, Cheyenne asked us to check it before she left the table. I felt mine was a bit overdone, but because we had already waited 40 minutes for the food, I was willing to suck it up. However, the manager, Josh, had seen that it was a problem for me and took it to be fixed. Within moments, he brought the same plate BACK out to me and told me that it WAS cooked properly, and that in the future, I should order medium rare. While I didn't appreciated being told I ordered wrong, I decided that the best thing I could do is just leave it be, because obviously, I wasn't dealing with an accomodating management staff. However, as he walked away, Cheyenne came back and wanted to know if I was okay with everything, because she genuinely cared. I said it was fine, but as I was saying that, I looked down and realized there were fried onions that were stuck in my mashed potatoes. Because of my allergies, I could not eat it, so I put my face in my hands and asked her to take it. I didn't want anything else. I then had to leave the table and go to the bathroom to compose myself because I was emotional. I just wanted to eat lunch with my family at a place that would/could be respectful of my dietary needs. I know I take a risk when eating out, because there is always a risk of cross-contamination. But I do also think that when an allergy has been made known, the staff should make a reasonable effort to help. When I came back to the table, my youngest was crying and my husband told me that the manager had come back to the table and told him that he didn't see anything on the plate (indicating that he didn't see fried onions and essentially calling me a liar), but that he would get me something else. I had lost my appetite and no longer trusted that the staff would make a true effort to keep me from getting sick. I had already ordered something that was supposed to be GF. All this to say, when a customer has a problem with the way the food is cooked, just make it right. Don't lecture me on how I was wrong and then call me a liar. Oh, and he removed my meal from the ticket, but there was no apology or attempt to make our dining EXPERIENCE right. Very frustrated, to say the least. I am glad I decided to leave before the ticket came. I came home and made myself a lunch, while my husband stayed to finish his meal. If I had stayed, the entire restaurant may have heard this...

I'd previously given this location a much higher review October 2021, but after my visit on May 22, 2022 a new review is necessary. We visit this location pretty often on Sunday nights and sit in the bar area. We normally have good food, good drinks, and good customer service. We arrived around 8:30pm. The restaurant was fairly empty but we were told 30-45 mins because they had "one server". We decided to stay because we prefer the drink menu at Chili's as opposed to the restaurant next door. We easily watched different sized groups be given the same spill about wait times as us. All of them immediately left excluding us. Note: easily watched 25-35 people be turned away. Ultimately we only waited 10-15 minutes before we were seated. The runner that brought our food was nice and personable. Our food was fresh and good as usual. Our waitress, also the hostess that was turning everyone around, who also told us she was training as a bartender (short blonde, short hair) defiantly refused to acknowledge that our drink order was wrong. IT WAS WRONG. We order the same drink every single time. Tito's Punch....the drinks we were brought were completely pink (Tito's Punch is not pink), and had a strong taste of strawberry lemonade. I immediately express to the bartender in training that our drinks were wrong. I pointed out 1) the taste. She adamantly told me there was no strawberry or lemonade in the drink. 2) pointed out that there was zero rum taste and the difference in color. She still didn't try to rectify the situation. Bartender in training proceeded to tell me she watched the bartender fix our drinks and knew that they were correct. We figured the bartender could have easily made a mistake because she was pretty occupied with a patron at the bar that spent A LOT of time talking to. While we there we observed staff aimlessly loitering, laughing, and joking with each other. If they wouldn't have turned away half of Smyrna this wouldnt have been an issue. There was way to much idle time for so many people to be turned away with exaggerated wait times. Oh, when we initially arrived and were told 30-45 mins we asked could we sit in the bar area and were told we could only sit there if we sat at the actual bar, not at any of the bar tables or booths...we were sat at a table in the bar area. IF we ever venture back on a Sunday night and I dont see MISTY working or the young Asian girl with glasses (sorry i dont know her name but she's a great bartender) we will definitely venture to one of the many establishments on the same street. In all seriously, if there isn’t enough staff to offer efficient service then...