Documenting a bad customer service experience here. Please report poor customer service EVERYWHERE! This evening my family had a bad experience at a restaurant we frequent quite often. Tonight was out of the ordinary.
Tonight February 22, 2018 at 6:58pm I arrived at Chili's restaurant at Cheltenham Mall with my husband and daughter's. When we arrived we were told that it would be a 20- 30 minute wait. We sat and waited. I saw a good friend and began chatting with her. She said she had been waiting for some time for a drink and had yet to be served. I look over at my family and see them becoming restless. It is now 45 minutes later. I rejoin them and check with the host to see how much longer we have to wait. He gave a vague answer of 2 more tables need to be seated before us. We were then seated at 7:59pm. A waitress did not come to our table for 10 minutes. When she arrived she took our drink and appetizer order (8:09pm). Drinks came at 8:35. I ordered hot tea but the waitress did not leave silverware. I tried to get someone to bring me a spoon but it did not arrive until after the appetizers. Appetizers were served at 8:48pm. Our main entree came at 9:15pm and my husband's sizzling entree was cold to touch. He sent it back. In total we spend over two and a half hours at Chili's. The service was beyond slow. My husband went to the back of the store to complain directly to the manager. The bill was brought to us soon after he sent back his food (within in 5 mins). The waitress returned within 2 minutes to collect the money for the bill. We asked to speak to the manager again and waited for 20 minutes for him to come to our table. When he did not arrive I went to the back of the store to complain about the service. I was met with a group of other angry customers who had similar experiences. The manager's name was Brian. Our waitress Alisha. Many customers were angry and yelling at the staff about the poor experience. I chose to speak up about the treatment and voice my distain for the dining experience in a respectful manner. I did not want to give anyone the satisfaction of labelling me as a disgruntled customer who deserved such treatment. I filed 2 formal complaints on the corporate website this evening and will be calling the corporate office and general store manager tomorrow morning. This was a downright terrible experience.
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