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 Disgusted with your Lake Wales, Florida location!!!
Posted Sun January 6, 2008 9:51 pm, by Ginjer F. written to Chili's
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The day after Christmas we went to the Lake Wales, Florida Chili's. We were traveling back to our house from visiting family. We arrived around 7:30 p.m. and were immediatley told there would be a 30-45 minute wait. Upon taking my son to the restroom I noticed there were 11 open tables throughout the restaurant. When asked why that was, I was informed that they were only to seat 4 tables per server and they were short on help. We were then told we could take a table in the bar if we wanted to. After accepting, we had to wait 5 more minutes before it was cleaned. Once seated it took the waitress 10 minutes to take our order. When she did take it, she neglected to write anything down and most of the order came out wrong. We had asked for an appetizer and had to remind her to bring it twice. We asked for dessert and that never came. We then requested the bill and waited 20+ minutes for that before my husband finally took our two children (3 years and 6 months) to the car to wait for me. When the bill arrived it had 6 drinks, even though we only had ordered 2, and the fajitas we had gotten (chicken) had been upgraded to the combo fajitas (more expensive). I then informed the waitress and she disappeared with my bill for 10+ minutes before I asked the hostess for the manager. Once he arrived at my table I informed him of everything that had happened (hoping for him to compensate the entire bill at this point). He only took the fajitas off though...leaving us with a bill for horrible service. I paid it and left furious about the whole thing. It was now past 9 p.m. and we had a two hour drive ahead of us. Once we got home I got onto Chilis.com and filed my complaint. It has been almost 2 weeks and there has been no contact back from them. This is unexcuseable!
I would like Chili's to send me a letter of apology for this experience. I would also like a gift certificate to compensate us for the money we had to pay for such horrible customer service. I also hope the manager of this location is contacted and spoken to about my experience. He needs to understand that he has lost a customer due to his own lack of concern for customer satisfaction.
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by Mike Holly Posted Tue January 8, 2008 @ 4:58 AM
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Oh no! Another freebie grabber! It's so common on PFB. I used to be a
freebie grabber myself but I kicked that bad habit a couple of years
ago.
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by DSG12 Posted Mon January 7, 2008 @ 6:03 PM
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If Chilli's has lost a customer, how are you going to use that gift
certificate??
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by donno Posted Mon January 7, 2008 @ 1:26 AM
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I agree that your experience sucked. Perhaps it was after Christmas
blues or something.
There are a few too many details missing here to know whether asking
for full compensation is appropriate. You may have hoped for full
compensation, but did you get decent food and eat it? Exactly how
much was taken off the bill, and how much did you pay? Were the
fajitas totally taken off the bill?
The times my entire meal has been compensated was when the food
preperation was really really poor. For example my entree was cooked
wrong twice before getting it right. Or, part of the meal comes out,
and it takes 20 minutes to get another part of the meal due to kitchen
problems. Poor service, as opposed to poor food, has not led to a
bill-free visit. It does however lead to a poor tip.
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absolutley...you deserve a gift card! Just for talking to a manager! I
can't beleive someone is actually smart enough to talk to one! Sorry
about your yucky service...
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Wow. You do just what you should do (speak with a manager) and still
get little satisfaction. I hope the manager took the extra four
drinks off and that you simply neglected to mention that in your
letter, because that's ridiculous!
Whether your whole meal should have been comped, or more should have
been taken off, is a matter of opinion. One could argue that you ate
the food and enjoyed it, and should pay for it. One also could argue
that given the poor service you received throughout your meal, it
wouldn't hurt the manager to comp more of your bill, if not all of
it.
Frankly, having worked fast food in high school and college, I can
remember large orders very well. But a waitress who can't remember
orders well definitely should write things down. I'll admit that it
makes me a little nervous when I get a waitperson who doesn't write
things down.
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