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| - Unfortunately, I found myself at a Chili's tonight, due to the tragic lack of options for late night dining in Tempe (c'mon, Tempe!). I kept my expectations pretty low, this is a Chili's after all. We were seated immediately and greeted promptly. Our server gave us a brief tutorial for the personal tablet devices placed at the edge of every table, which allows you to order limited menu items or pay your bill at your convenience. The tablet seemed like more of a weird distraction than anything else, but whatever, off to a solid start, Chili's! Extraneous technological devices to boot! When our server returned to take our order, we weren't quite ready yet, so she said she'd check back up on us in a few. About 10 or so minutes later, a different server approaches our table, explains to us that she is our server's "zone partner" and that she will be taking our order instead of our server. Okay, cool, we have a whole team of Chili's servers looking after our table. I went with an old classic, the Quesadilla Explosion Salad, leave out the tortilla strips. My boyfriend fell in love with the beautiful photo of the Guacamole Turkey Burger and decided to take the leap and order it. His order: Turkey burger, no cheese, substitute the side of fries for the side of "spinach and roasted tomatoes" instead.
Our food takes an unusually long time to come out, but I keep reminding myself that I'm at Chili's, so who cares. Finally, it arrives. Quesadilla Explosion Salad is on point, however, the Guacamole Turkey Burger is in beef patty form instead of a turkey patty, has cheese instead of no-cheese, and appears to be missing the side altogether. The only thing on the plate besides the burger is a tiny metal ramequin (one which you would use for ketchup or aioli) with some weird mishmash of shredded stuff. We flag down one of our designated "zone" servers and point out the situation. She apologizes, confirms that the patty is indeed beef and not turkey, removes the plate from the table and assures us that the correct order will be right out. Point for you, server lady! We wait a long time, my salad is getting lonelier by the minute. Finally, Guacamole Turkey Burger Part Two arrives. My boyfriend and I find ourselves staring down at the exact burger that they had brought out previously. The same beef patty with the same slice of unwanted cheese and the same pathetic and increasingly mysterious metal dipping cup. We don't know if we should LOL or be grossed out that we were re-delivered the 15 to 20 minute old reject plate. We flag down a random server (out of our "zone") and explain the situation yet again. She apologies, takes the plate and then also informs us that the tiny little metal dipping cup is, in fact, the spinach & tomato side dish. Dang! She let's us know she's going to grab one of the headset-strapped managers. Point for you, out-of-zone server lady! Then we wait, and wait, and wait, and wait, until we finally give up and decide we should just GTFO. Right as we're getting up, Mr. Manager Pants emerges from the kitchen.
This is where my actual beef is (pun intended). Manager Man does not appear to care about the repeated errors or extraordinary wait time. He tells us that he's honestly confused about the situation after he "heard multiple conflicting stories in the kitchen." Umm...okay...well...now is your chance to remedy things Manager Man. We're standing up from our table, but I'm not about to storm out like a psycho, I'm ready to hear the dude out. All he does is apologize multiple times. I finally ask "so is that the best you can do?". Then he asks me who my server was. Shouldn't he know who my server(s) were, with the designated zones and partners and such? I'm not even convinced it was my server's mistake, maybe it was the cook, maybe IDGAF. Help me? We're standing there pretty disappointed (not to mention hungry) and quickly begin to realize we're never going to see the Guacamole Turkey Burger. So we leave. The person that seemed the most concerned was some random busser girl, LOL.
Between the glowing tablets, the headsets & the Zone Partners, I found myself dumbfounded by the utter lack of communication going on between the numerous staff. Not to mention, it's CHILI'S! America's second favorite chain restaurant next to Denny's.This isn't some mom & pop's first rodeo at the food & service industry. Chili's, your managers don't have a better boiler plate response for these sorts of mishaps?
We went to Filibertos instead!
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