Chili's Grill & Bar — Restaurant in Surprise

I placed an order fajita pick 2 meat. food portion was ok with the except Mexican rice they could have added one more scoop as you can see they skimp on that, but that wasn’t my problem. it was pico,sour Cream, Cheese & salsa only one container came with all that food. i’m not the type of customer who wants something for nothing. I don’t take advantage. but I also want the business not to be stingy & Skimp on food Portion. it’s called "shrinkflation," which forces them to reduce portion sizes to maintain profitability.. when the customers are paying $21.99 & not getting what they pay for. I first tried with the employee who handed me the food & asked if I get one more container of the pico, sour cream,& cheese? he said it only comes with one container. I asked him one more time he said the same thing so I said can you call the kitchen manager, please? he went and got a guy name Eurique. I explained to him the same thing I said I’m not complaining about the food portion I told him everything looks good on the portion no complaints even though the Mexican rice is not much but that’s not why I called you. It’s about the.Pico, sour cream and cheese only one tray. I told him that’s not enough for all the food here. and it’s probably not enough for two tortillas to make a taco. I asked for extra one he said there would be a charge. I said look if you guys didn’t skimp on that portion of the food I wouldn’t be asking for an extra one. The fair thing for this kind of entrée is to have two trays of sour cream cheese & pico. he refused he said it would be extra. I said that’s fine.i told him you’re not sensible and fair. Chili’s will not go out of business to give me one more container it’s not much of a food cost. It’s only sour cream, cheese, & pico. I told him when I go home the price of bad review on Google about Chili’s will be much more higher price to pay to a customer like me who spent all that money and not get what I paid for. In my opinion I told him there should be two trays. That comes with this entrée. I furthermore told him when this district manager sees the bad review he’s gonna wonder why for such a small amount of request from me, you did not honor it. It’s not like I’m asking for more chicken or steak. It was evident that this manager was not experienced enough. I can tell he didn’t have much experience he was younger. I start walking out and then I came back again to the counter. Where is to go area. I put my food down on the counter to take photos for the reviews and then this lady comes out of kitchen and says can I help you her name was Hilda. I said who are you? She says I’m one of the managers.. I explained to her everything to my pleasant surprise, she didn’t debated with me ogave me a hard time Eurique did. she called one of the employees to get me an extra one and she understood my argument that there was too much food portion, but not enough of the cheese & pico, sour portion. She was very pleasant and I can tell there was a huge Experience gap between her & Eurique. when it came to handling complaints or feedback from a customer. She realized what I was asking for was not much worth of cost to the restaurant to have the customer leave unhappy and never return again for the I was asking for & even worse write a bad review. that is very experienced and smart manager. again, because I wasn’t asking for meat portion that cost too much for the restaurant...

And it wasn’t worth negative Google review for what I was asking. I was going to write a bad review but because of Hilda, she saved Chili’s restaurant and turned it around from bad to a very good review and I hope there’s opportunities for promotions for Hilda...

Wow, one of the worst experiences I've ever had. Been going to this Chili's for years, had just finished watching a movie at the theater and we decided to finish the night with dinner. The server came and took our order and drinks, extreamly nice and helpful. We ordered 3 of the 3 for $10.00 deals. We asked for the chips with salsa, my wife had received on her rewards a free order. After the waitress took the order, she returned and said that we couldn't combine the free chips and salsa with the 3 for $10.00 special. I told the waitress this was never an issue for several months. She informed me she was new, but would confirm with her manager. When the manager arrived "Jennifer" she informed us that you could not combine the free chips and salsa with the special. I told her this made no sense and why was this the first time we had heard about it. She quickly said it says it on the table top screen, which we checked and yes it did say it, never had noticed it in the past. She then said, you can't expect us to give the world away. At that point I told her to take the chips away, because I didn't want anything free from them. She took the chips away, still upset and completely angry with the situation I politely told the waitress to charge me for the drinks and the chips, that I was canceling my order. She apologized, I told her it wasn't her fault, how can the manager make a comment that they are giving the world away. I am paying for the food, you embarrassed me in front of my kids and my wife. I had another employee come by, she said there was no charge for the drinks or chips. I told her I rather pay, I didn't want them to give me the world. She apologized and told me again there was no charge.

How a moment with an unqualified manager and someone that has no business in customer service can ruin a very nice day I had spent with my family, thank you Jennifer.

I will not return to this Chili's in Surprise and will second guess any other Chili's out there.

If I could give a 0 star I would.

Chili's on Bell Road and Grand, in the city of Surprise, Arizona.

Making pizza for my boys, almost 8PM now, thanks again.

• I sent a message via email to the corporate office via email with all my information and what had happened. Sent message on Sunday, today is Wednesday and no response, I guess these types of experiences aren't a big deal to them. If I get a response back, I'll update my post*

10/31/2019 - Still no response from the corporate office or anyone...

Chili's new loyalty program is a good deal. Coupled with their 3 for $10, definitely my go-to place for now. We'll see how things fall out after the 3 for $10 promo ends.

Update: Well, Chili's has successfully evicerated their previously excellent loyalty program with restriction after restriction. I can no longer recommend them on the basis of the loyalty program.

Only one person at the table can use their loyalty program. When you are talking about a soft drink, would it really hurt to allow everyone at the table with a loyalty membership to partake?! And the chips are bottomless, so what would getting multiple chips and salsa orders gain?!

If you don't eat there at least once every 60 days, you lose your loyalty status. Multiple people at same table? Only one person gets to "reset" their 60 day use.

They will send you other offers, but if you use them, you can't use your loyalty reward.

Depending on some unknown reason, you may or may not be able to use your reward with the 3 for $10 deal.

Same as above, the 2 for $25 may not qualify. But, you won't know until you come in and try.

What hasn't changed: Great service everytime we go in. Unfortunately for me, that's not enough to overcome the corporate bait and switch on the "loyalty" program. Chili's corporate has done a huge disservice to the local restaurants by ruining a previously well-implemented truly rewarding loyalty program. I will now be going exclusively to Applebee's, who haven't gone the...