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 Chili's Did Not Meet My Expectations
Posted Thu January 31, 2008 12:00 pm, by matt p. written to Chili's
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Two weeks ago today I called in an order for take out on my lunch break at approximately 12:30 p.m. I've been ordering take out from Chili's for quite sometime now and have noticed a reoccurring pattern. While the sit down service is great, the take out service is getting slower and slower.
I called in my lunch order, which was an old-timer hamburger and was told by the receptionist that it would be ready in 10 to 15 minutes. I waited ten minutes after I called to clock out and drive to Chili's on my thirty-minute lunch break. I work at a business that is located approximately two to five minutes away depending on the traffic situation. I pulled into one of three empty to-go parking places; a wait was the last thing I expected.
After waiting three or four minutes to pay for my food, I finally received some service. A young lady brought out what appeared to be my order. I handed her my credit card to complete the transaction. The young lady told me she had to go to another register because the one she was stationed at wasn't working properly. I consider myself an understanding person and it wasn't until she returned with my receipt that I began to get frustrated. Upon her return she handed me a receipt for somewhere around $20.00. I had purchased many hamburgers from Chili's and knew that she had over charged me. She explained to me that she would have to find a supervisor to authorize a refund. I understanding the way business works, so I knew this would take some time. While she searched for a supervisor I went out to my truck and called my boss. I explain the situation to him so he would not wonder what was taking so long. The supervisor refunded me the overcharged amount and I sped back to work with no time to enjoy the food I had purchased.
I ordered a service and expected that service within a thirty-minute time slot. My expectations were not met and I felt obligated to notify someone who had the power to change the situation. I work in the service field and I completely understand that sometimes people just have off days. I write this letter for not only myself but for everyone else in my office who orders off the Chili's menu posted on our bulletin board. If you could explain to your employees the importance of meeting people's service expectations, your franchise will succeed more than ever.
Hopefully the next time I choose Chili's for lunch, the service will be as expected. I look forward to your reply and resolution of my problem. I greatly appreciate the time spent to read over this letter. Please reply to the address above.
Sincerely,
Matthew
I would like this Chili's location to become more organized in the take out department so its customers can enjoy Chili's on their lunch break.
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