In summary, the service at the Jackson, Tennessee, restaurant was beyond abysmal. The food was cold and the soup was wrong. The manager was rude, condescending, and incompetent.
On Sunday night, March 14, 2021, for my husband's birthday, we placed a to go order for pick-up. Got to the restaurant at the appointed time and an employee asked for my name so I gave it to her and she said food would be right out. I caught her attention after awhile and she asked my name again. After 30 mts of waiting, I went in to check on the status of my order (now an hour after we ordered it on-line). The employee on the inside said they were probably bagging it up and asked me to go back outside as they weren't allowing people in the restaurant at that time. I went back to the car. 12 minutes later, I decided to call the restaurant from the car and ask to speak to a manager. I asked the person who answered the phone ( who didn't identify themselves) their name and asked for the manager who, as it turns out, was the girl who answered the phone. She said they were slammed and her team was doing the best they could. I told her I had seen lots of cars who had pulled up after us and that had already gotten their food and left. She said well you don't know when their order was put in and maybe they had only ordered chips and salsa. She said she would check on the status of my order and put me on hold. 8 minutes into the call and while I was still on hold, I went back into the restaurant (20 minutes after my 1st trip into the restaurant) and they still didn't have a clue about my order and the manager was not back there as I asked several if they were her. Meanwhile, I'm still on hold and they are still more concerned with their protocols of not having people in the restaurant - although their statement was not accurate as their information on hold indicated they were open for dine-in or carry-out and I saw people dining in the restaurant. They finally hand me my order (after 55 minutes of waiting on their property and almost 1.5 hours after I ordered) and I walked to my car while still on hold waiting for the manager to check on the status of my order. The alleged manager finally came back on the phone and said she had been helping other people (with checks or something) inside. When I asked her how she was going to make this right after I had been waiting for 55 minutes and my food wasn't even warm when it did come out, she offered to either make the order again (for which she said I'd probably have to wait another hour for it) or she could give a refund and come get the food back from me. Neither offer was acceptable. I hope she didn't plan to re-serve the food she was going to take back from me! The food was cold, the queso was congealed, the soup was wrong, the drinks were watered down from the melted ice, at least 1 of the straws was opened, and 1 of the to-go boxes looked melted from maybe being put into a microwave. I'm guessing there was some employee spit in them as well but who knows.
I tried to send the concern/complaint form from their website Sunday night but it wouldn't go through, I tried again Monday morning and even after I had filled the entire square of the complaint form it didn't recognize that I had typed my complaint in the box and said I had to complete the entire form before submission. Finally got the complaint form to go through yesterday afternoon and got the auto-response from Chili's in my email. I had asked them to contact me ASAP. The form contained my phone number and my email. I'm still waiting for a contact from Chili's.