Chuy's — Restaurant in Virginia

I'm not going to name names partially because of the fact that it makes ZERO sense how from an entire restaurant of employees, I can place a CURBSIDE PICK-UP order (7:45PM), have it be ready apparently in 5 minutes (7:50PM), get to Chuy's at 8:00 PM... And have nobody run my CURBSIDE order to my car for twenty minutes (up until I walked in myself, 8:20PM).

Yet I am here in my car with my neck craned waiting for my order, wondering why on Earth my food isn't coming out. Thinking, oh, I'd better stay in my car because of all these instructions to, do, exactly that? You might think, why not walk in yourself after 5 minutes, 10 minutes? Because this is a very clearly laid-out pick-up process and it would seem this location is not holding to the standard of the chain. I have dined in and ordered pick-up from Chuy's many times.

Meanwhile I am seeing employees lounge around, almost no tables occupied, people being served. Does it really take 20+ minutes to run out one order of flautas and soup? Apparently it takes infinite time, because it would have sat there forever if I didn't walk in myself. I genuinely do not understand how this is even POSSIBLE. Not to mention I chose curbside pick-up and was intending on staying in my car, because I am sick!

And yes, when I walked right in and asked the employee at the front who was literally in direct line-of-sight of my car sitting in the assigned to-go spot, the food was of course right behind them! Yet nobody thought to run out the only curbside-order on the table. And no, there was no good reason for why I had to wait in my car when I asked that question too, not even a proper apology nor offer for a refund, etc.

This was absolutely the worst customer service I've experienced and the tip I gave in advance because I assumed someone was running my food out was absolutely NOT deserved, I wish I could revoke it. Absolutely shameful.

Pick-up orders will go bad if they just sit there, they already have to accommodate the ride back which is why the staff and customer both must be cognizant of this. For me to pick up my own food and not have the employees abide by their own outlined standards is extremely confusing, upsetting, and downright unacceptable. And yes, my food was cold and I had to reheat it beyond the level of a typical delivery order!

You can see I have nearly no negative reviews written on my page here. This treatment is just outlandish. You can see ALL the to-go curbside pick-up spots from the front counter, I checked from the employee's perspective. There are no acceptable reasons for why this should happen, at best it is customer neglect and at worst speaks to malicious intent or some kind of substance use.

I mean, how do you forget an order sitting right behind you and a car sitting right in...

Me and my 2 daughters (3 y/0 & 18 months old) went here on June 22nd for dinner. When we initially walk in their was no host present, we waited for solid 5 minutes before someone came up (a couple walked in behind us and expressed that they we were about to leave if nobody comes soon). It just seemed a little weird that nobody was at the front for that long, must've been busy (completely understand). We got seated in a both closest to the kitchen (I hate being next to the kitchen with kids) It feels like if one of the kids gets out of the both its a safety concern both the servers and the kids. But I should've voiced my opinion on the choice of seating when we initially sat down. When our server (didn't introduce herself, never got her name) came over she asked us what we wanted to drink. I replied with water for me and apple juices for the girls. She comes back a minute later with the drinks and then asks for our food order. Money is super tight in our family and my girls really like chips and queso. I told her that I only wanted chips and queso and two kids meals (hamburger + fries, Chicken tenders + rice and beans). The main reason I wanted to go here was because of the queso. Both of my girls love it. Server comes back 10 minutes later with the food (this is the last time we see our server). The queso is cold, I wanted to tell her something about it but I never saw her again. I wanted to ask for more ketchup but again no server. We all drank all of our drinks and I wanted to order the girls more apple juice or me some water but again never saw the server. Then we got done eating, and I wanted my checking. We were waiting patiently for at least 15 minutes no sign of server. Finally I asked a different server for my check (I hate asking other people to do other peoples job). I paid cash just because I wanted out as soon as possible. The only reason this is a 2 star and not a one star is because of the Chuy's name. I just expect so much...

This was my first time here and it will likely be my last. We did get sat pretty quickly and the outside area is dog friendly so those are some benefits. I'm not sure if the service indoors is better but ours was slow and lacking.

There is parking since it's on the outside of the Springfield mall. It took probably 10 minutes before we got any water and took probably 15 minutes for him to come back and take any drink orders. We ordered nachos as an appetizer. There were no app plates and no silverware and we couldn't get any until the individual who bright out our food realized we didn't have any.

Our server came to finally check up on us and I asked for more water, and the cilantro that I ordered. My friend also asked for another drink. It took 10 minutes for him to bring that out and we had to re ask for the water and the drink. The water was bright out but the drink never was. We didn't see our server after that. I had to go inside around a half hour later to get our check. I found a stack of to go boxes outside to pack up any of our leftovers.

We ordered ground beef Tacos and the fajita steak burrito. Some of the steak was pretty burnt as well. I definitely don't recommend coming here unless going to the bar. The drinks are decent but don't suggest coming...