Chili's Grill & Bar — Restaurant in Wilmington

Took my kids to Chili's for their birthday (belated - my weekend) and got the traditional free chips and salsa (Chili's app, not because of birthday). There wasn't a wait via the Chili's app or Yelp so we headed in (4 kids, 2 adults).

We had to wait about 10 minutes for what looked like confusion on hostesses faces as multiple tables seemed open. Whether sections weren't set yet or whatever, about 6 tables (less than 6 persons) got sat while we were waiting.

Long story short, from the time we sat down to the time the food arrived was nearly an hour. No appetizers, except chips and salsa which were near instantaneous. Aside from chips, the adults had side salads with their entree, and the kids, standard kids meals.

When the food finally came out it all looked like it had been sitting in the warming window for at least 15 min. The quesedilla started to get hard on the edges as it dried out, the kids chicken and pasta pasta started to get crunchy and my mashed potatoes and broccoli looked hardened over and shriveled up, respectively.

The waiter came by and asked if everything was ok and I only mentioned the quesedilla because I had eaten most of my plate and the other adult didn't have but a few bites. The waiter asked if we wanted a remake or to get a manager. I elected for a remake as we had gotten the 2 for $25 special, which was a deal in itself with all intentions of boxing it up to go.

About 5 min later the manager on duty, I believe he said his name was Mac(k), came to the table extremely apologetic and I believe personally oversaw the remake. He also offered a dessert or something else for the troubles. We declined as we had been there for way over an hour and the quesedilla eater was over it.

When I checked the bill they had comped her half of the meal, which we didn't ask for because we were getting a remake.

The waiter and the manager handled this issue via textbook hospitality management The manager sincerely apologizing and going above and beyond to right the mistake. I used to be in food service for many years as both management and server and I know things just happen and fall through the cracks.

Handling those instances properly makes or breaks the company, whether a chain or local. So tonight... Chili's, your staff turned a frown upside down!?! Thank you.

Side note: I used the table top kiosk to pay the bill and when it got to the tip portion it calculated tip (suggestion of course) based on the original bill versus the comped/discount portion (which I always tip the original amount regardless unless there are extenuating circumstances)

Sorry for the long windedness. Better to explain backstory than just skipping...

I am going to start off with we love coming here we have come here on a couple occasions and have LOVED our servers especially the girls by the bar. But today just was not it. First we were sat down and ignored for maybe 7 minutes before someone came and took our drink order, AND THEY WERE NOT BUSY! We saw the server across from our table serving her tables and constantly checking on them and we only wished we had her instead. We didn't know the servers name or nothing that came up to us after we sat there for a minute. He came up & ordered our drinks. My boyfriend orders a sweet tea,.. was not sweet AT ALL. Ordered a lemonade server said he’d bring it.. did NOT bring it promptly mind you. I had To go up to the server who was busting her butt for her tables asking for his lemonade we ordered 15 minutes ago !! She apologized and conveniently our server brought his lemonade. We watched our server cuss in the dining room as he dropped ranch on the floor and did not bring it. THEY WERE NOT BUSY! we asked for our fries to come out first… did not come out first came out LAST. He checked on us maybe 1 time. Empty drinks. My hamburger was PINK!! PINK!! we had no silverware… we had no straws… we had no napkins & really we could have just served ourselves. We found this servers name as he introduced himself to his next table his name was Derrick. I was so fed up i went To the manager. The only reason I am giving this three stars is because of the manager. He was wonderful, he was delightful & very caring for what i had to say. We never complain and always tip generously but this was HORRIBLE. We wish we never had Derrick or whatever his name is & had the waitress in front of us and in her section. She was great and took care of her tables. Unfortunately he did not get a tip but it was not deserved. She would have.

Thank you to management for doing the right thing & we look forward to coming back just not having...

Today was the most awkward serving experience I've ever had at a chain restaurant. When we entered there was no one at the front and no one ahead of us....we waited a minute or so before being addressed and once they acknowledged us they said they'd clean a booth for us and rushed off. We waited another 5 or 6 minutes before someone came back to seat us, all the while numerous waiters walked past us not even acknowledging us. Once we were seated we were only given one menu to share for a party of 2. So we had to take turns using the menu. The waitress seemed to rush taking our order without entirely paying attention. She came back a few minutes later with 2 sweet teas when my friend didn't even ask for one. She dropped off 2 salt shakers for some reason. 3 sets of utensils (only 2 of us). When ordered the fried pickles she told us she gets a lot of complaints that they're too greasy and salty so if we have an issue to let her know. I appreciate the heads up but it was slightly off putting. I ordered a 3 for $10 and requested cajun shrimp pasta and received chicken instead of shrimp. I asked the waitress if that was going to change the price of my meal only because I didn't recall seeing chicken as an option for the special. I don't believe in sending food back, I was only asking to make sure it was still included in the special. And she kept insisting I let her take it back despite me telling her I don't believe in sending food back to be trashed. It was kind of awkward. The rest of the exchange thereafter kind of remained that way. I appreciate her feeling bad for the mistake but it wasn't as big of a deal as it became. The food was good for the most part (although the portion of queso you get for the price they charge you is pretty underwhelming). The bathrooms weren't very clean and for some odd reason, freezing cold. Not sure I'll be back to this location. It just wasn't a great experience from...