Chili’s Grill & Bar

We frequent the Chili’s on Cooley St. because our kid likes it, we’re there sometimes multiple times a week, if not dining in we do take-​out. However as of recently they seem to be very sloppy with take-​out orders, 2 out of 3 times they will miss something, they also seem to have some sanitary issues and starting to lack in the public health department. While waiting for a take-​out order, I stood there and watch a stack of cups (on a rack on the left wall of their kitchen entrance) fall on the wet dirty kitchen floor. One of their waiters picked up all the cups and put them back on the rack. I told the manager and he had them remove the cups, I told him to have a discussion with his staff, customers are watching, some may even be health inspectors. Recently while sitting at the bar waiting another take-​out I heard a manager screaming all sorts of profanity at a waitress, very unprofessional. Tonight my wife ordered shrimp fajitas, it came with a bit extra… hair! We’re done with this Chili’s…

Just finish having dinner with my friend at this Chilli’s and it was a lackluster experience. The customer service was horrible and it had nothing to do with our waitress. First we had to ask for water, which took 10 – 15 min. Our drinks took 20 – 30 min and were wrong upon arrival. The appetizers arrived in a reasonable time, but not the entrée’s. We arrived shortly before 6pm on Christmas Eve and there was hardly any customers. In fact they were all sitting around the bar area. We chose the bench sitting area, but regardless that should have nothing to do with the service. There was a waiter, not ours who was busy sticking his hand in his mouth, which I may chalk up to a habit but regardless it’s not something diners want to see. The other wait staff didn’t seem interested in backing our waitress up, by at least asking if we were ok or needed anything. We spoke to the manger, who did offer up an disingenuous apology. I mean at least fake like you care. He didn’t even back up our waitress up by picking up the slack, although I did see him engage with a couple who also had issues with the service. I read some of the previous negative reviews here while dinning and had a big laugh for it was quite similar to ours. As someone already noted there are far too many local privately owned restaurants, especially businesses that offer better food and service, to put up with this nonsense.

This is a great stop in the neighborhood, always busy but never much wait to be seated. Food us good, consistent for the chain. Service is always friendly and attentive.

We come here often. The waitresses and bartenders know us. Great service and accommodating. The hostess is sometimes a bit flakey but you can’t be perfect! Keep up the good work!

I’m so disappointed in the customer service here. Drinks take so long, the appetizers are done and gone by the time they actually show up. Water isn’t even brought to the table as a consolation. Ever had the southwestern egg rolls without even water to drink? Not fun.
Further, if I SPECIFICALLY ask for extra tortillas with the fajitas. Why would you not bring them? Why would you be like oh, I know you asked for extra, but hey. Just let me know when you want them! That’s cruel. Especially when you disappear for fifteen minutes and I can’t seem to find you to wave you down and REQUEST the tortillas you knew I wanted.
I’m so bummed. I wanted to order dessert, but didn’t want to wait any longer. We were there for almost two hours as it was.
Freaking Chili’s. Love their food. Hate their service.

Worst experience I’ve had at Chili’s on Cooley and Allen in Springfield, MA. In the words of Taylor Swift, I will never, never, never, ever go back there! Ordered straight up martini, got delivered with Ice after a 20 minute wait. Sent back to take ice out.
Ordered a 2^nd martini while waiting for dinner, apparently they ran out of martini glasses. Another waitress came over and took my empty martini glass for another customer, I told her I just ordered another drink. She acted like she was going to bring it to the bar for my drink… no she took it for her customer. My waitress came over and said, the other waitress took your martini glass, would it be ok to serve your martini in a wine glass. That would be a NO, totally unacceptable.
Dinner delivered, sirloin steak was ordered medium, delivered totally raw, sent it back and couldn’t look at another one, never mind eat one.
Worst experience ever, not our waitress’ fault, but unfortunately I will never be back.
One star is too many for my experience tonight.
Too many places to go today that actually care about their customers experience.
This Chili’s is off my list… forever!!!

For some reason after the waitress got me my drink, I had to wait for 30min until the waitress arrived for my order. And that’s after I asked to see where she was. She eventually arrived and she said she was cleaning the kitchen. Is that’s even her job?! Anyways, I just left after placing my order because I just got sick of sitting around and not having wifi.

Love the margaritas and happy hour specials! Food is usually very good and very affordable. I just wish I could say the same about service. Waitstaff seem not to care about customer service. Had many bad experience regarding that issue.

We’ve all had bad experiences. I imagine in some circumstances (as is the case with me) I am willing to try the place again. We had this happen with our nearby Chili’s.
The first visit was bad enough that we said we’d never go back. About a year later (and possibly a complete turnover in their staff) we got a slew of gift-​cards for Christmas. Figuring we were playing with house money we went again. It was even worse, seriously to the point where I told my wife I expected Ashton Kutcher to come out of the kitchen telling us we were punked. The food, the service was train wreck bad and the managers story was the kitchen ‘was in transition’.
Believe it or not about 6 months later we tried the place again. The kids wanted to go there, we still had a gift card and we supposed there was no way they could be horrible 3 times in a row.
I started damage control early as our waitress seated us telling her about our history there. A minute later the manager (a new manager) came over and assured us there would be no repeat. It was a good experience, we got frequent visits from both the manager and the waitress.
I know it’s a chain and it’s not the same as a family operation. Still how can the experience vary so much?

The restaurant and menu are as expected for this chain. The rating is due to a recent take-​out order, in which a large order of classic nachos ($ 7.99) contained less than 15 tortilla chips. Whether this speaks to either the chain’s specifications or the failure of staff to fulfill the order to specifications, the end result was paying over $.50 a chip.

The manager was very helpful about my gluten allergy. He came right over to my table and suggested different menu options for me.
The service was ok, I only wish he was as friendly as the manager!
Took a long time to get our drinks
Food was ok.

Good food with ok service.

Good Price on Margarita. $ 3.00
Happy hour bar speicals.
Food is comparable to chain restaurants.

I only gave them three stars, because their service has always been pretty decent. Their guiltless grill is always super salty, though. As far as I’m concerned, adding copius amounts of salt, doesn’t make a food healthy. My fiancé loves their chicken tacos though.