Problems with Manager and Food Quality at Chili's

Posted Sat May 23, 2009 12:00 pm, by Matt S. written to Chili's

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Saturday May 22nd, 2009 about 6ish I went into Chili's located in Kirkwood, MO right outside the Wal-Mart and Target.

We were seated rather quickly and were greeted by our waiter. He took our drink order and promptly brought them to us.

I ordered one pizza kids meal, one chicken crisper's kids meal, my friend ordered the bacon burger, and I had the honey-chipotle chicken strips.

The children's food came out as soon as it was ready and I was very pleased with that. However our food was taking a little while. Our waiter came to our table and informed us that my chicken strips got picked up by another server and taken to another table.

I was upset but could not blame the server as it was not his fault someone else got my order.

Finally after about 10 minutes we got our food from a very apologetic waiter. Once again we told him not to worry that it was not his fault.

My friend bit into his burger, which was supposed to be medium and it was bright pink and rare. That had to be sent back and remade. My chicken strips had barely enough honey-chipotle sauce to cover them so I was brought a small dish to dip them in.

This was my first time eating at this restaurant chain and overall I was not impressed.

On the bright side of things, our waiter was probably the most gracious server I have ever had wait on me. He has great customer service skills and you should be proud to have him in your employ.

As we were leaving I decided to take my compliments of our waiter to the manager. I wanted to let her know how this employees friendly attitude and good service skills made what was an unpleasant meal into a nice dining experience.

The response I got from the manager was unexpected to say the least. Her attitude was very poor. She basically said "That's good to hear, what would you like me to do about it."

My response to her was that I was simply giving you a compliment about our waiter, I want nothing in return. I don't know if it was a bad day as the restaurant was pretty busy, but she rolled her eyes and walked away.

I do not want any compensation or free meal coupons. I would like Chili's to possibly re-evaluate the food quality of this restaurant. I understand that it was busy, but that is no excuse to serve poorly prepared food. I would have rather waited for food done correctly the first time, than have to send back or complain about it not being cooked or served properly. Lastly, I think the manager working that particular shift was having a bad day, but that does not excuse the way I was treated. Please speak with her and let her know that was not appropriate behavior.

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Re: Problems with Manager and Food Quality at Chili's by E C. Posted Sat May 23, 2009 @ 3:34 PM Wow, I'm really surprised. Usually the manager is very appreciative of any comments and both my husband and I have always had good things to say about this location. I personally think it's one of the best in the St.Louis area. I only wish the St. Peter's location could take a lesson from this restaurant and get their staff in gear. Even the manager at St. Peter's has an attitude if you complain. We've given up going there altogether because of the bad service. Reply "That's good to hear, what would you like me to do about it ? " by Bill R. Posted Sat May 23, 2009 @ 9:04 AM Matt S., Good letter. As far as the Manager's question. She should have stated it differently. I was not their to hear the tone used when asking the question. If I asked the question and I have done it many times ( phrased differently of course ) my intention was to get the customer involved in the decision making process giving me an idea of what it would take to make the situation right or at least more acceptable. Stop back when you hear back. BillR. Reply i'd say ... post this on their web page by PepperElf Sat May 23, 2009 @ 10:28 AM I agree ... post this on their web page by Bill R. Sat May 23, 2009 @ 11:17 AM It depends on the organization, and who receives it by Donno Sat May 23, 2009 @ 1:00 PM in my experience the company site was faster by PepperElf Sat May 23, 2009 @ 3:03 PM PepperElf by The PlanetFeedback Team Sat May 23, 2009 @ 3:50 PM um... that's actually exactly what i said, it was faster through the corporation than thru pfb n/t by PepperElf Sun May 24, 2009 @ 1:20 AM Bill by The PlanetFeedback Team Sat May 23, 2009 @ 3:48 PM I've gotten great results.. by Harley Has A New Cat Sat May 23, 2009 @ 4:14 PM