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Chili's Otay Ranch

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Chili's Otay Ranch Reviews (2)

Review: 06MAY13, was my daughters High school graduation and Middle school promotion and service at Chilies; 2015 birch road, Chula Vista, 91915; Horrible! Patrons, be ware! We did not get served for over an hour and when I went to go find out where the food for ten people was. [redacted], the stores manager said you were served. After confirming we were not served he stated I do not know what happened. A few minutes later he walked away and returned saying your food is ready, but we had to cook more corn so we did not serve anyone else in your group. I asked him why didnt the waiter come out and say something. One hour later our food was cold and my kids night, ruined! [redacted] continued to insult us by offering my high school and middle school graduates a cookie! Really, a cookie! I am so disappointed at CHILLIES I can scream. They were, unapologetic, rude, and disrespectful. Thanks for a night we will never get back, by the way. Insultingly, $70 in gift certificates was provided.Desired Settlement: I want my daughters graduation dinner to be cheerful fun and enjoyable and this to never happen again.

Business

Response:

We have a guest relations department within our company that deals with these. Not only did we compensate this guest in house, our GR department did as well. The guest making the claim was not the person we dealt with during the occasion.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On July 14, 2013 on or about 7:45 pm at Chilis Otay Ranch Restaurant 2015 Birch Rd. Ste. 2400, Chula Vista, CA 91913 my associate and I was drinking Samuel Adams draft beer when the bartender ([redacted]) informed us they ran out. She referred us to the manager [redacted] for additional information to clarify the shortage of draft beer for a bar on a Sunday evening. Ms. [redacted] came over and we inquired about the nonavailability of Samuel Adams draft and she informed us that the supplier delivered the wrong kind of draft and we then asked for some form of resolution since it wasn't available. Her temperament and body language reflected it was nothing she could do since it was a mistake by the supplier. We are regular customers that dine weekly at the restaurant and just wanted to continue drinking what we started with and asked if she could sell us the same type in bottles and she said yes but only one round. I then asked why limit our satisfaction to only one round. Additionally, she asked how many drinks we had (one empty glass each showing) and we informed her that we just sat down. However, she started going into a very disrespectfully tangent stating that she was not going to exceed one round and that there was a three drink limit then afterwards saying she has asked patrons to leave in the past which timing was totally inappropriate and made us feel devalued as a customer and additionally were on the verge of getting asked to leave one of our favorite meeting restaurants. She later proceeded to check the register for total drinks we had and after feeling so devalued we decided not to order any more drinks because the mood was totally ruined and my experience was terrible at one of our favorite places. After about 20-30 minutes she returned with no sign of remorse for the horrible service and offered some chips and salsa which really showed her inability to address our concern even after speaking with her for several minutes. I learning she had a total of 9 years of managerial experience which spoke volumes to the fact that she should know better and consciously made a personal choice not to provide quality service to us. This was a very dissatisfying experience as a loyal customer and even more disappointing as a veteran.Desired Settlement: Ms. [redacted] should receive additional training on customer service with an emphasis on not prejudging customers according to any perceived notions and learn the art of true customer satisfaction. She should never treat any customer in the such a degrading manner and receive close supervision to ensure compliance.

Business

Response:

We took statements about what happened from all our team members that were here that day and the story the gentleman is portraying is weak at best. My manager went over and beyond for this guest who kept calling her over just to belittle her.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Hi,

Unfortunately, I was unaware a response to the representative insulting message was necessary to keep the complaint active. This issue is not resolved. Furthermore, I would like to keep the complaint active until it has been accurately and fully investigated by Chillis "headquarters" to identify all managers who perpetuate and condone poor service.

Thanks

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Description: Restaurants

Address: 2015 Birch Rd #2400, Chula Vista, California, United States, 91915

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