Chili's Grill & Bar — Restaurant in Windsor

Subject: Urgent Concern Regarding Recent Order Experience at Windsor Location Dear Rick, I hope this message finds you well. I’m reaching out to share a deeply disappointing experience I had with a recent order from your Windsor, CT location. I placed an order this evening for my children and myself, and while the pickup process was smooth, the situation quickly changed once I got home and opened our meals. Unfortunately, the entire order was incorrect. Most concerning was that two of the items included bacon—something I have never eaten in my life due to religious reasons. I make it a point to never order bacon, and I was shocked to find it in my food. In addition, I ordered shrimp pasta, but instead received plain pasta with dry chicken and no sauce. The entire order was not only wrong but completely unappetizing and inedible. After discovering the issue, I called the restaurant immediately. The first team member I spoke with apologized and placed me on hold, only to return after 10 minutes to say he couldn’t help me because he was new. I called back, and after being placed on hold again, a second employee took my information and transferred me to a third person—again, after a long wait. By the time the third employee picked up, I had to explain the situation once more. She then claimed I had added bacon to the order, which is completely inaccurate. I also inquired about the missing shrimp in my pasta and received no clear explanation. Throughout the conversation, the tone from staff became increasingly dismissive and rude. What’s most frustrating is that the reason I ordered out was to save time and energy after a long day of school and activities with my kids. Instead, I ended up with inedible food and had to resort to chips and dip for dinner. Everything else had to be thrown away. This level of miscommunication and lack of accountability from the staff is unacceptable. I live just down the street from the Windsor location and have been a loyal customer, but after this experience, I no longer feel comfortable returning. I wanted to bring this to your attention, not just to express my dissatisfaction, but in hopes that appropriate action will be taken to improve staff training and customer service at this location. No customer should be made to feel unheard—especially when dietary preferences are disregarded and the issue is handled so poorly. Thank you for your time and attention to this matter. I appreciate you...

Must say, we went to the chili’s in Danbury two days earlier and got take out, we waited forever. Already a bad taste in our mouth

But went here with some friends few days later. The waiter was very vocal and didn’t handle customer service well. A party in my group was upset and was unimpressed. They ordered the smokehouse combo and was disgusted by the ribs. Now you only get like 4 to an order and he took one bite and complained. The vocal waiter was quick to say, “well you ate half of it.” He didn’t touch the sausage took one bite of the ribs, and the fries were hardily there, which was the case on all our plates. I counted 16 fries with my burger, my wife 10 with her crispers! But I think they handled it and it was taken off.

Shortly after this that member in my party mentioned to the waiter that it was really unappealing to come to a restaurant to be looking at 6 tables not bused or cleaned. This vocal waiter, instead of getting the manager became belligerent…saying now he was just being rude and embarrassing. This party member apologized but said this isn’t what he looks forward to when going out to pay for a meal. The waiter responded “I’ve been here all day” and “I’m the only one here you could have a little class and shut up or get up and clean it yourself” 😐 wow. He ended up giving our check a senior discount, which we are not, so my wife was a little too generous with the tip.

Personally, I felt my burger was little undercooked and just too sloppy. I was starving and ate it all, plus my 16 fries.

Also be wary of the tip percentages they provide to you at the bottom of the checks. First off, remember tips should not include the tax. Tip percentages should be calculated by the subtotal. Secondly, after trying to figure out how their computers calculate this, we are still left scratching our heads. They are inflated to catch unwary customers and a huge rip off. The 20% was like 24%…crazy. The old way is the only way, $2 bucks per every ten on the bill and $1 for every five dollars. Give or take a buck per the service....

A mess!!!! Worst waitress ever!!! I felt the bad vibes as soon as we sat down. Should have took that as a sign and left! I have a high respect for waiters and waitresses but if your not a people person who likes ALL TYPES of people then you this type of work isn’t for you! Besides the horrible customer service we received including watching our waitress chill and talk with coworkers for 10mins before she even acknowledged us at the table, the drinks were beyond disgusting!! So much sugar I’m surprised my teeth didn’t fall out right then and there! I’ve had the monthly margaritas at other locations and enjoyed them. Not sure what happened here. Kinda felt like a lot of things were being done on purpose. Like not being offered water or chips n salsa like others were. When asked for another straw for our water that we had to ask for we were questioned like didn’t we get one already?.. then having to ask if we could please have our next margarita in a margarita glass like everyone else since our first one was given in a water glass... food was brought out way after others who came in after us... just all around bad! I really didn’t wanna leave a tip at all because it was by far the worst service and waitress who seemed like she’d rather not wait on us, but because i know times are hard i left the minimum tip amount which she did not deserve at all!!!! Definitely will not be going back to this Windsor location!!! Such a sad representation of the town...