"I used to be a regular at the takeout section of this restaurant. Most of the time, the food was decent for $11, making it a convenient alternative to fast food. However, in my recent visits, I encountered several issues with my orders. The final straw was when I received a meal that was raw in the middle, accompanied by a bun soaked in grease and lettuce scattered throughout the container. I also ordered a side of mac and cheese for around $6, but I received barely three teaspoons of it, and it wasn't even lukewarm.
Given that the meal was only $11, I called the restaurant as soon as I opened the takeout bag at home to request a replacement later in the week. It wasn't a huge issue, just a disappointing meal that ended up in the trash. During that call, the staff assured me it wouldn't be a problem.
Fast forward to three days ago when I called to follow up on the replacement meal. I was met by a disgruntled older gentleman who made snide remarks about their policy on callback meals. I tried to explain my situation, as I had just been informed about the replacement policy days earlier. When I suggested that a refund would be acceptable since I planned to return, he became even more aggressive, insisting that I couldn't use my Apple Tap card for the refund. I was taken aback, especially since he identified himself as the general manager. My frustration grew when he actually told me never to come back and hung up on me.
Now, when I try to call back for my $17 refund, it's evident that he instructed the staff to keep me on hold. I've tried calling four times, totaling over 15 minutes without any response. This entire experience has been unprofessional and extremely frustrating. While the takeout staff is usually great, the kitchen's quality seems inconsistent, and I've never dealt with someone so unfriendly and confrontational—especially someone in a management position.
I love Chili's and am happy to take my business elsewhere. I just felt compelled to share this experience, as it really has affected me."
