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| - I received a $25 gift card to Chili's. It's been years since I've eaten there, so why not take the family out for Sunday brunch? I walked into the Chili's at 9501 W. Charleston today around 2:00 PM. with my wife, 11-year-old son and my 4-year-old daughter. No one was there to greet us, but I understood that it was a Sunday afternoon, the place was jam-packed and more than likely, they were very busy. We were the only ones waiting to be seated and they did seat us at a comfortable booth within minutes, so that wasn't really my issue.
We quickly noticed that there were little tablets on each table to keep the kids busy while the food was being prepared and we were very impressed with the idea! And for 99ยข, you can purchase unlimited usage during your visit, which seemed fair. From that point on, everything seemed to go downhill. Not exaggerating, but it took about 20 minutes for anyone to get to our table. Again, I understand the place is busy, but that was unacceptable. Of course, we had four different employees pass us with the classic "someone will be with you in a minute." I wanted another tablet so both kids can play and when one employee (I did not catch his name) passed by, I stopped him to ask for one. He said he'll bring one over, but after ten minutes, I frustratedly got up and grabbed one from another table myself!
The server finally arrived and asked us if we were ready to order. A nice apology for waiting would have sufficed my frustration a little bit, but there wasn't one. Regardless, my son ordered a chicken quesadilla. I had the beef enchiladas, my daughter wanted a cheese quesadilla, and my wife decided on some southwestern chicken salad. Here's the thing; except for some fish, my wife doesn't eat meat. She asked to substitute the chicken with the salmon instead. The server said that they "cannot do that." I asked her why, but she continued with "I can ask the chef, but I don't think they will do that." Both my wife and I looked at each other puzzled. We eat out very often and not once did we have issues having a meat to fish substitution anywhere. "What's the big deal?" I asked her. She said "I can do the shrimp instead of the chicken, but not the salmon." I said, "I thought you said that you can ask, so can you please go do that...my wife doesn't eat shrimp." We also asked for a separate dish so that my wife can share her salad with our daughter.
The food arrived promptly, not by the original server, but some arrogant guy who I wish I would have remembered his name, but I didn't plan on writing a review. Guess what? They substituted my wife's dish as requested. The server (or order taker) made an issue for no reason whatsoever. There were no mistakes with the orders, but they did forget the extra plate for my daughter. The guy made a facial gesture of frustration, which we did not appreciate. He returned very quickly with a small blue bowl completely dirty with watermarks and finger smudges! Disgusting! He left fast before I can say something and before we could ask for a refill on our refillable drinks. We did catch our original female server and asked for the refills, which she forgot to bring until we reminded her while she passed our table a second time.
Finally, all the food was great. The dishes tasted great, except that my wife could barely eat her salad since it was VERY SPICY, let alone serve it to our daughter! The server knew that that was our intention and it ticked me off that both of them failed to say something! When my wife got the guts to complain, the guy server just stood there quiet with a look of "yeah, whatever," and didn't offer a replacement or even an apology!
In conclusion, I believe that in the restaurant business, food and customer service are equally important. Therefore, although the food was good, the service was terrible! Do we plan on going again? I believe in second chances and giving the benefit of the doubt. We probably will visit once more, but when the place is less crowded and we intend on sharing today's experience with the manager and if the service isn't flawless, then there are limitless choices in dining out in Las Vegas. I'm sure they already know that.
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