Chili's Grill & Bar — Restaurant in Village of Germantown

On September 13, I placed an order through DoorDash and received regular fries instead of the cheese fries. While this mix-up was not a major issue, I felt it was important to inform the restaurant of the error for future reference. Upon contacting the restaurant, I was met with a surprisingly defensive and unprofessional response.

The lady who initially answered my call (very nice) said that their records showed I had ordered plain fries instead of cheese fries. When I asked about the price difference because I was charged for cheese fries, I was transferred to Brian the hospitality manager.

Brian's attitude was confrontational and aggressive from the beginning. Despite my attempts to calmly explain the minor error, he adamantly insisted that the mistake was mine rather than a technical glitch with doordash. He then proceed to mock that it was just a .60 cent difference. This response was odd, as I was simply trying to clarify the discrepancy and was in no way dissatisfied or upset. I was simply trying to bring the error to the restaurants attention.

Of particular concern was Brian's refusal to provide information regarding the general manager's availability, citing that it is against the law for him to tell when she (Alex) would be in. This, coupled with his escalating rudeness and threats to put me on speakerphone without my consent (which he did), is what lead to this review. I must point out that being put on speakerphone without my consent felt like a breach of my privacy and was entirely unnecessary given the nature of our discussion.

What was even more bizarre was Brian's blatant dishonesty when I asked him (while I was on speakerphone) about his claim regarding the legal constraints on disclosing when the general manager would be in. He proceeded to state this is for her safety (really strange). Such behaviour, coupled with his overall unprofessionalism and erratic conduct, raises serious doubts about the standards of conduct of the staff, especially management.

While the mix-up with my order was a minor issue that could have easily been resolved, the unprofessional behaviour displayed by Brian was concerning and the reason for this review. Food is great, the service needs extreme improvement.

An emailed complaint has...

1st time going to this Chili's and unfortunately the service was bad.. we waited for a table for 15-20 minutes and that is not bad for a Saturday evening.. we were sited and the waitress was very polite and we got served right away we placed our food order right away so we wouldn't hold for a long time.. 15 minutes later we seen the runner bring the food out but was delivered to the wrong table.. runner and manager did apologize for the error and we understand errors are made.. He explained they will work on our food asap and will be brought out to us.. 30 minutes later no food no service mean while the manager is walking around and talking to staff at the bar of how much he loves different kind of Margaritas and he will make them some.. not once did he approach our table he did look over a few times but that is all he did..Why the bad review? Why did it take them 15 min. To bring out the 1st order and why did 30 minutes for the waitress to even come to our table to apologize and inform us they are working on our order and it will be out soon.. she did offer a free dessert.. But at that point I was irritated and I knew I would not enjoy our food so we walked out.. I m not here to bad mouth the waitress but I am saying that the manager what ever his name was he did not do his job as he should have.. He was an African American bold with and was wearing a busy shirt I only mentioned that just in case you see him to do not expect much from him. This was my 1st and last time I will visit that restaurant. I hope my review help others.....

And honestly, I really hate to leave this review because my server he was very sweet and he was doing his best And he was very polite and grateful . But unfortunatelyMy visit here wasn’t great. The host Had a very poor communication and was very mean and unprofessional . I asked for table for two the Host told me it would be a 25-30 min wait . I said that’s fine have her my info to be notified and said I’ll wait in my car due to packed lobby area. I waited for 25 minutes and decided to go back in and seen it was clear I still hadn’t got a message yet . So another host says hello and I told her I was still waiting to be notified . Another 25 minute passes by they start seating people who came after me and I still hadn’t been called . So I go up and ask how longer would it be he she says did I check in with he with my info and I say yes . She claimed she notified me when I got no messages or anything she sat and looked at me for over 30 minutes before that which was very upsetting when you had me waiting this whole time . I’m finally seated and that waiter was nice he was doing his best. The food came out it was good but it was very low portioned and spaced out . Just was very unpleasant the hosts were really unprofessional and mean for you to sit here and look at me and I sat here for over maybe an hour when my weight was only supposed to be 25 to 30 minutes is Crazy don’t k know if I’ll be back to...