Chili's Grill & Bar — Restaurant in Town of Clarence

Went for a late dinner here with my mom after cross border shopping. We have previously come to this location and had a great experience.

We arrived and were seated in Tina's section. Tina came over shortly after we seated and said hello. We ordered a coke and a water and continued looking at the menu. They had a promotion going on, if you sign up for their loyalty program, you get free chips and salsa on every visit. We signed up and requested the incentive which she kindly brought to us. We then ordered a special margarita on their menu, a special platter called the Triple Dipper and a Caesar salad.

The chips and salsa arrived promptly. They were delicious. I looked over to the bar and saw the bartender making our margarita. It looked delicious. Well.. it sat at the bar for the duration of our meal. Some may ask why I didn't ask the waitress to go get it sooner but I am also a waitress and I wanted to see how long it would take for her to notice that the drink hadn't arrived and I wanted to see if the bartender would call for her to pick up the order. I am also going to add, it was 9:00pm at night and there was 1 other table in the dining room. She was not busy, my perception was that she was mentally checked out and ready to go home as the restaurant closes at 11:00pm. Either way, at the end of the meal I asked her to cancel the drink. She responded with surprise that it never arrived to us. She left the table, and when she returned she said ' it actually just came up are you sure you don't still want it?' to which I politely said no. I felt insulted that they would try to still sell me a watered down drink and to make matters worse, 30 seconds later you could hear the bartender in the back saying 'just chug it! just chug it!'. We then watched our server walk over to the bar to dispose of the glass that had contained the margarita. It is concerning in any restaurant to see staff drinking on the job. We paid our bill and left. Well when I got back to the hotel, I noticed we'd been charged for the chips and salsa. This meant we would be forced to return to the restaurant the following day to request a refund for that item. The manager the following morning was a woman and she was lovely. She took care of the issue quickly and was really nice about it.

Overall, the food was fine. The service was awful and the lack of respect for the intelligence of the guest was abysmal. All she had to do was take responsibility for the mistake and we would have been fine but please don't try to trick your guest into paying for something that isn't up to restaurant standards. Additionally you should never be consuming alcohol while serving your guests. This was a big...

Stopped in on 9/11 for a quick lunch with my fiancé. All of the food was overcooked. Our server who was also the bartender did not check on us past ordering food. A food runner dropped off the food and was very nice. The server was only about 15 feet away from us as we were sitting at a booth beside the bar. The bartender was tending to a man sitting at the end of the bar for the duration of our stay. My fiancé and I ,despite not eating most of the food as 75% of it was still on the plates that was cleared from our table, we paid our bill and left. I returned immediately just to talk with the manager about our experience but upon returning I stood by the bar for 2-3 minutes listening to the hostess and the bartender gossiping about us before they even noticed I was standing there. I requested a manager once they seen me standing there. Once they noticed they seemed surprised and hurried into the kitchen. The hostess returned and asked if I needed a manager despite me requesting one while they ignored me to hurry to the kitchen. I was supposed to receive a refund for my food but have instead been given the runaround from the different managers of this location. I received a “refund” this morning for $30 total but the bill for my food was just shy of $100 so i’m no sure why only $30 was returned to me almost 2 weeks following this incident. I’ve talked to three different managers and given my name and phone number to two of them with a promise of a call back and haven’t received any. I will have to take my losses with the rest of my refund and will never be returning to this restaurant due to the poor food quality and poor customer service from the hostess...

Ordered through Door Dash, which we have had no problems with until tonight. But, the issues were with the restaurant and not Door Dash. We ordered 3 items, a burger with fries, a Chipotle Shrimp Bowl, and a crispy cheese bites appetizer. Here's what what we got: The burger and fries, a Chipotle CHICKEN Bowl, and NO cheese bite appetizer. All 3 ordered items were on the receipt, ordered correctly through the App, and all 3 items were checked off, as if they were checked and put into the bag. So, I had no dinner, because I don't eat chicken. And, I couldn't even enjoy some cheese bites, because we didn't get those at all. But, we did get 5 sets of plastic utensils, which we don't even want. Ugh. Door Dash refunded the missing item and discounted the chicken bowl, which I can't even EAT. So, I called the restaurant to let them know that they sent out the wrong food and an incomplete order. I got an apology, but they didn't even want to follow-up. This is unnacceptable. If they can't even get the order right, and I couldn't eat dinner, that needed a remedy, not an apology. We won't be ordering from them again. If you are sending out incorrect orders and NOT being made to FIX the problem, then I think that's BS. You can throw anything in the bag and there would be little or no consequence. No thanks. I want to support restaurants that actually care that they are making good food, taking care to prepare it correctly, and sending out the correct and complete order. If you're ordering from this Chili's I hope you have better luck than we did. We won't take our chances again. They had a chance to make it right, and they...