Chili's Grill & Bar — Restaurant in Waco

This was one of the only places open in the middle of SnowVid2021. Not gonna pretend this was not my 1st choice. I myself was only in town because my own place had no power. My wife and I both ordered burgers, she the mushroom swiss and I the southern smokehouse. We placed the order online, the confirmation email said it would be ready at 2:03pm. When I was about to walk up to the side door for to-go orders my phone rang and I was told my order would not be ready at 2:03pm but more like 3:30pm! Okay, not ideal but I can adapt and overcome. I thanked her for the update, said I would gladly wait, and started scanning the area for wear I could get a snack to hold off my wife as she was getting increasingly hangry. While at a convenience store trying to decide between and out of date turkey wrap and a tuna salad kit I got another update call. So many people ahead of me canceled their orders that my order was now ready. I dropped the wrap back into the mostly empty cooler, slid back to Chili's side lot and fetched the burgers. Once back to the safety of our hotel room we set upon the burgers. I am not a fool, I understand that circumstance and environment are major contributors to how this burger affected me. But this was such a satisfying burger. The accompanying french fries were admirable but not remarkable. The seasoning is just right for the fried taters. But the star was the burger. We ordered well done, this was more like medium well, but all the better for it. The bun was toasted just right, the burger was juicy, but not 'make a mess' juicy. The toppings were crisp and tasted fresh. The condiments were well proportioned so that they were there but not overpowering. On that day, this was not just a burger and fries. This was a promise that everything was going to be okay. This burger fueled our bodies, and set our minds at ease that all was not lost and there was still good to be had. The staff that delivered this nourishment and this comfort are not paid enough. I will not call them heroes for I do not know if they are compensated as such. I do know that no matter what their reward it came up short to how much we appreciated the meal they provided. Were we not in the middle of pandemic I would be asked for a hug. Top...

This has been an ongoing issue for nearly a month now. I ate at Chillis Dec. 13th when there system double charged my card. The servers costumer service was small to none, in the frustration I asked for a refund which is when a manager stepped in she said that she would refund the transaction if it was posted on my account. I checked the following morning and noticed both transactions had gone through. I called and spoke to the male manager and he assured me he refunded the transaction and to wait 3-5 business days. After that time period had past I still had not received a refund. At this point I had to call again where another manager explained the previous male manager did not properly refund it so we would have to start the process all over. The following day I called again to speak with male manager and explained my frustration with him for not properly refunding the amount leaving me to wait an additional 5 days. At this time he told me he would refund both transactions for the inconvenience. So again I waited and only received one refund. So I called again for the FOURTH time and spoke to a Sarah Chavez where I received the worst costumer service than anything previously stated, she showed no empathy or concern. Before I was able to explain the situation she cut me off and gave me a number to call passing me off. I gave a call to that number and the line said it was unavailable at which point I called for the fifth time. She implied that I was incorrect about the call line saying that’s the right number soon she put me on hold to try it for herself. She came back on the line and stated they “probably weren’t open”. She repeatedly stated she could not access transactions more than 7 days old, but the male manager was able to access the transactions more than 7 days later. She took no time to look into the matter and gave me no solution. Then she proceeded to hang up on me, so frustrating!!

How much did the company/individual originally ask you to pay? 26.75

How much did you actually pay? 59.34

Have you contacted another agency or attorney about this complaint? No

If yes, please list name and address of the agency or attorney.

What action was taken by this agency...

I started to leave a review on the table, but it disappeared, so here I'm going to finish what I was saying. For starters, my husband and sat down and was only seen 3 times by our waitress. Once when she took our drink orders, once when bringing our drinks, then one more time to take our order. I would say that it took about 15 minutes for our food to come out, which isn't bad seeing as it was a little busy (we were the tail end of a rush) when we came in. After our runner brought our food, he has me cut into my steak to make sure it was cook to my liking (it was) and made sure we were good, and left. It wasn't until he walked away in which I noticed that I had received a plain sirloin, when I had ordered the avocado steak. I had also asked for fries in place of asparagus, yet received both, which I noticed right away, it just didn't bother me too much. I was upset about the lack of avocado, because the best part is the pico and cilantro pesto that gets put on it along with the avocado and is the only reason why I order the sirloin. So I waited for our server to come back to check on us, so i could get my plate fixed. And I waited. And waited. About 20 to 25 minutes later, she finally came to check on us. I told her what was wrong and she took it back right away to get it fixed. Once my steak was brought back, it had just 3 small slices of avocado on it.... and no pico or cilantro pesto. The tragedy. At this point I was so upset, I just took my loss and ate my steak and fries. After that, she checked on us once more at the very end. So yes, my service was bad, but I'm not going to be mad at my server. Could she have done better? Probably, but you never know if they are at the end of a 12 hour shift or having a bad day. All I ask, is next time I come in, to get my sirloin all the way, while being checked on more frequently. Other servers and workers could also be more attentive as well. Several stood in the vestibule talking when just one glance our way could have had me waving for someone's attention. Anyways, not my best experience for Chili's, but I...