I love Chili's, and I love the fact that they have curbside to go. However, the last 3 times that I have ordered at the Palm Bay, FL location my order has been incorrect. The first two times I experienced minor mistakes 1.Paid extra for guacamole, and did not receive it 2. Requested chicken nachos but received regular nachos (not too major since I didn't have to pay for the item that I did not receive) I let it go the first 2 times, however, the 3rd time when I was charged extra for steak (not requested) and received a terrible attitude from the girl who brought the food to my car when I questioned the extra cost I decided to call and speak to a manager.

I spoke to the manager who attempted to use sarcasm and blame to make it seem that I was at fault for the error. Rather than listen to what I had to say, he continued to try to over talk me, and at one point I said "Nevermind, I'll just let you talk instead."

I've worked in customer service for over 10 years and I was shocked at the demeaning attitude of this manager. Although he did say he was new to the location, I didn't take that to mean he was new to management or customer service and I truly felt he should know better. The number one key to customer service is listening to the customer and he refused to do that.


More than anything, with my phone call I was looking for an apology and an attempt to make the situation right. Feeling frustrated and over powered I told the manager that I would just take my business to the Melbourne location (although the Melbourne location is way out of the way, I love Chili's too much to not continue my patronage with them.) Reluctantly the manager asked if it would be okay if he sent me coupons for a next visit in hopes of keeping my business. I agreed that I would give the Palm Bay, Fl location one more try.

I never received the coupons.

I would like Chili's to send the coupons they promised well over two months ago. They would have been perfect for a rainy day like today in which I don't feel like cooking.

I'd also like Chili's to refresh the management staff on basic customer service skills. No customer should ever been made to feel at fault (even if mistakenly they are-which was not the case in this situation.)