Chili's Grill & Bar — Restaurant in Springfield

ZERO STARS. Last night we tried to dine in here to celebrate my husband’s first Father’s Day. He originally called first around 11 once they opened to get us added to the waitlist. He was told to call back at 5:30, so he did. He was then told to call back at 6, but the woman he spoke with over the phone then decided to put us on the waitlist at that time for 6:30. She took down our information and bumped us to the top of the waitlist. My husband checked the Chili’s website on our way to the restaurant and it said we were at the top of the waitlist. We walked in literally 5 minutes after 6:30 and we were told that they “accidentally” gave our table away and that it would be a 25-30 minute wait. During this time our whole party sat in the front and watched group after group of people come in and get seated. We had a baby and a 4 year old with us and they were starting to get restless. After 45 minutes of waiting, my husband went up to the staff at the front to ask if he could speak to the manager and that we were not happy. One of the girls up front left to go get the manager before coming back a little while later and saying that they would be a few minutes. During this time, my husband let her know that we were very upset about finding out our table was given away when we walked in 5 minutes after 6:30 and that we had been waiting for 45 minutes. He told her that we watched a big party come in and get seated during the time that we had been waiting, after we were already told we were at the top of the list. She got an attitude with my husband and told him that’s not how waitlists work and that they were there before us. She told us that we have to be at the restaurant when we get added to their waitlist. After asking her what the point of a waitlist is then, she rolled her eyes and walked off. Horrible horrible service. We are aware that waitlists are not the same as reservations, but we checked before we went and saw that we were at the top of the list. Then to find out they gave our table away when we were only walking in 5 minutes past 6:30. We were given no explanation as to why our table was given away and no apology, just an eye roll and a HORRIBLE attitude. The staff here needs retrained in customer service, they have no idea how to deal with people. The woman up front that we spoke with had long blonde hair in a ponytail and glasses, she was the rudest person we have spoken to at...

I checked in with the hostess on Monday the 29th at approximately 6:55pm cst. We were told a 15-20 minute wait, mainly due to the limited capacity for covid regulations. We put our name on the list, provided our phone number and returned to wait in our vehicle as asked. After 30 minutes went bye with no text, l went to see our spot on the waiting list . The same hostess now informed me that my wait was going to be 90 minutes to 2 hours. I asked calmly how could this be? She informed that “ it is what it is” she couldn’t control how long people took to eat. I said that wasn’t what l meant, how could the wait time increase by nearly two hours from what was originally told. She said “ l don’t know, it’s just what it is”. To avoid getting more upset, l asked to have our names removed and left. I did call and ask to speak with the manage on duty , to inform her of the lack of customer service and correct communication. I started the call with the manager by informing her we understand these are hard times in the hospitality industry and we try to be understanding. We have supported the restaurant throughout the pandemic and eat at this location once a week. But due to the shortened restaurant hours statewide, it is important that accurate wait times our given, so my family and l have options. I also stated that l understand these wait times are an estimate and can’t be guaranteed, but for it to increase by two hours while waiting 30 minutes is unacceptable. I will admit l did say “st” for which l apologize, but the manager would not apologize, due to me swearing at her . Which l I never sweared at her , l simply said that the situation was handle like complete Bull “st”. After the manager telling me what l did wrong, l simply decided to hang up and quit. I did and do not want any “comp” meals or specials, l simply wanted an apology and for them to be alerted of the poor information given. Now...

One of my family members ordered a buffalo chicken sandwich plain. It came out with a ton of ranch on it, lettuce and tomato, I sent it back and was told it would be remade, it came out 10 min later the same sandwich and you could see some ranch on it like it was scrapped off, and the tomato juice was soaked into the bread from the tomato that was on it, I am normally not one to complain but I told the waitress, she told me she would take it off the bill, then she comes over roughly another 10 min later saying she only took 50% of it off the bill, as the food is sitting on the table, my family member could’nt even eat it, I told her to get her manager for me to talk to, she said he would be right out, another ten minutes later he walked passed our table and I had to grab him and explain the situation and then he took it off my bill, talk about horrible service!, the manger didn’t even want to address the situation, if I didn’t grab him we would have sat there even longer, what if my family member was allergic to something on that sandwich?, and to spend hard earned money on something that could not even be ate, the sad part is all the rest of the food was really good, my party had 5 people, I will not ever be going back, they will not get anymore of my business in the future, who knows what they do in the kitchen! Talk...