I'm usually happy with food from Chili's (from what I remember). This was the first time going to the Surprise location, and the meat was way overcooked. Our waitress, Vicky, was very good and said she brought it to the attention of the GM but they offered no solution. We did, however ask to change from the 2 pc to 3 pc dinner; when she brought the fresh piece of chicken, it was very good. I again mentioned the ribs were like jerky; very dry and overcooked and the original piece of chicken was overcooked. I gave ample opportunities to make me a happy customer and management didn't feel the need to visit my table or replace any of the overcooked meat.
Lesson learned, good or bad, I feel reviews are necessary to help businesses with customer service.