I have a hard time believing this letter. I used to travel through Macon a lot and frequented this particular Chili's quite often. On the rare occasion when something went wrong, the managers were always apologetic and fixed the problem right away. This was only about a year ago so unless there has been major turnover, I can't imagine the establishment being as poorly run as the OP makes it out to be.

Just my 2 cents and then some...