Review of Chili’s Grill & Bar – Enchanted Hill (Store #1552, Bernalillo, NM)
I visited this location on March 13, 2025, around 9 PM and had one of the worst dining experiences I’ve ever encountered at a chain restaurant. I ordered the Rancher Burger, expecting a solid meal, but what I received was an overcooked, burnt, brick of meat paired with cold, stale fries that tasted older than I am—and I’m old enough to drink. The burger was so dried out and tough that it was obvious it had been sitting on the grill for hours, and the fries were stone-cold and lifeless.
When I brought this to the attention of the manager on duty (Kenny, I believe), his response was dismissive and indifferent. It was clear that he has either given up or has been worn down by the sheer volume of complaints this location has likely received over the past several months. The food being served is blatantly unacceptable, yet it seems they’ve just decided that customers will either deal with it or leave—so I’m choosing to leave.
I requested to speak with the General Manager, only to be told he was “unavailable” and that they wouldn’t provide any direct contact information beyond the store’s general phone number. When I asked about the Area Manager, I was flat-out denied access to their name or contact information. It’s obvious that upper management is hiding behind the front-line employees, making them take the heat for what is clearly a systemic failure at this location. If the General Manager or Area Manager is too afraid to face customers about the quality of food they’re serving, that alone speaks volumes.
Final Verdict: Zero stars. I won’t be returning to this Chili’s—or any Chili’s—because this level of food quality and customer service is unacceptable. If you’re considering eating here, don’t bother unless you enjoy cold, stale food and a management team that couldn’t care less.
Dan Daniels
The food came out hot and perfect.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Half Rack Baby Back Ribs
ALiYAH MALIA
My husband & I went there for Valentine's Day. There was a bit of a wait but we were seated within 10 minutes. The server was polite & friendly. The food was excellent! The restaurant was clean & comforting.
Clean and professional. Very busy but I can understand why. Delicious food, thanks and God bless you all.
Atmosphere: 5
Food: 5
Service: 5
Steven Welch
When you order an item and they are happy to send half. And it's not ribs
Food: 3
Service: 1
Levi Barden
Love this place but the Togo needs a bell or something it takes forever to get anyone
Atmosphere: 4
Food: 4
Service: 3
Yoslandy Morejon
I just witnessed the most despicable treatment by the work team towards a delivery. The delivery, as I was able to witness, took more than 5 minutes to be attended to. When they attended to him, they told him that the order was ready in 10 minutes, which was a lie. Shortly after, another person appeared and told him that it would take 5 more minutes. Summary After more than 20 minutes, 4 people appeared to tell the customer to call that there was not one of the items in the order, of course that indicates that they were miserably cheating on delivery the entire time and of course they were not doing anything (attached photos) after calling the customer they told the customer 10 more minutes and one of the people who was apparently the manager very coolly told the dasher to wait the dasher said no and told him that it didn't matter that he door dash I sent another, that is, it is the biggest lack of respect that exists and of course the owners do not do it and these types of degrading, rude and lying people only have to make fun of the delivery as I saw them with my eyes
Service: 1
Stacy Mossman
We like Chili’s 🌶️ and always enjoy the meals. It was Super Bowl Sunday and we were hopeful the order would come through without a hitch (only because there’s always something no matter where you go - that’s just life) However, they couldn’t seem to find our order for pick up (20 minute delay) and then they found it. We ordered two Triples, most everything was tasty, however, the mozzarella sticks seem to be over deep fried or cooked in old oil?? All in all we enjoyed our treats for Super Bowl Sunday and we’ll definitely visit Chili’s 🌶️ again!! 🙂
Food: 5
Service: 4
Recommended dishes: Triple Dipper
Allen Dewbre
Ordered the 6 piece Nashville hot moz to go.only got 5.
Horrible customer service. I was in the carry out area for 10 minutes, when I came in there were 2 employees by the computer, they turned their back to me and then walked off to the kitchen without acknowledging me. It took an off the clock employee helping me to get any service. You should fire the majority of your carry out staff.
Atmosphere: 1
Food: 1
Service: 1
David Martin
Very delicious me and my babe had fajitas fantastic very fresh the appetizer was great
Review of Chili’s Grill & Bar – Enchanted Hill (Store #1552, Bernalillo, NM) I visited this location on March 13, 2025, around 9 PM and had one of the worst dining experiences I’ve ever encountered at a chain restaurant. I ordered the Rancher Burger, expecting a solid meal, but what I received was an overcooked, burnt, brick of meat paired with cold, stale fries that tasted older than I am—and I’m old enough to drink. The burger was so dried out and tough that it was obvious it had been sitting on the grill for hours, and the fries were stone-cold and lifeless. When I brought this to the attention of the manager on duty (Kenny, I believe), his response was dismissive and indifferent. It was clear that he has either given up or has been worn down by the sheer volume of complaints this location has likely received over the past several months. The food being served is blatantly unacceptable, yet it seems they’ve just decided that customers will either deal with it or leave—so I’m choosing to leave. I requested to speak with the General Manager, only to be told he was “unavailable” and that they wouldn’t provide any direct contact information beyond the store’s general phone number. When I asked about the Area Manager, I was flat-out denied access to their name or contact information. It’s obvious that upper management is hiding behind the front-line employees, making them take the heat for what is clearly a systemic failure at this location. If the General Manager or Area Manager is too afraid to face customers about the quality of food they’re serving, that alone speaks volumes. Final Verdict: Zero stars. I won’t be returning to this Chili’s—or any Chili’s—because this level of food quality and customer service is unacceptable. If you’re considering eating here, don’t bother unless you enjoy cold, stale food and a management team that couldn’t care less.
The food came out hot and perfect.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Half Rack Baby Back Ribs
My husband & I went there for Valentine's Day. There was a bit of a wait but we were seated within 10 minutes. The server was polite & friendly. The food was excellent! The restaurant was clean & comforting.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Fries, Steak, Mashed Potatoes, Smash Burger, Fresh House Salad, Bottomless Tostada Chips, Sides
Clean and professional. Very busy but I can understand why. Delicious food, thanks and God bless you all.
Atmosphere: 5
Food: 5
Service: 5
When you order an item and they are happy to send half. And it's not ribs
Food: 3
Service: 1
Love this place but the Togo needs a bell or something it takes forever to get anyone
Atmosphere: 4
Food: 4
Service: 3
I just witnessed the most despicable treatment by the work team towards a delivery.
The delivery, as I was able to witness, took more than 5 minutes to be attended to. When they attended to him, they told him that the order was ready in 10 minutes, which was a lie. Shortly after, another person appeared and told him that it would take 5 more minutes.
Summary After more than 20 minutes, 4 people appeared to tell the customer to call that there was not one of the items in the order, of course that indicates that they were miserably cheating on delivery the entire time and of course they were not doing anything (attached photos) after calling the customer they told the customer 10 more minutes and one of the people who was apparently the manager very coolly told the dasher to wait the dasher said no and told him that it didn't matter that he door dash I sent another, that is, it is the biggest lack of respect that exists and of course the owners do not do it and these types of degrading, rude and lying people only have to make fun of the delivery as I saw them with my eyes
Service: 1
We like Chili’s 🌶️ and always enjoy the meals. It was Super Bowl Sunday and we were hopeful the order would come through without a hitch (only because there’s always something no matter where you go - that’s just life) However, they couldn’t seem to find our order for pick up (20 minute delay) and then they found it. We ordered two Triples, most everything was tasty, however, the mozzarella sticks seem to be over deep fried or cooked in old oil?? All in all we enjoyed our treats for Super Bowl Sunday and
we’ll definitely visit Chili’s 🌶️ again!! 🙂
Food: 5
Service: 4
Recommended dishes: Triple Dipper
Ordered the 6 piece Nashville hot moz to go.only got 5.
Service: 1
Love the chips and salsa, so fresh.
Atmosphere: 5
Food: 5
Service: 5
Restaurantji Recommends
Horrible customer service. I was in the carry out area for 10 minutes, when I came in there were 2 employees by the computer, they turned their back to me and then walked off to the kitchen without acknowledging me. It took an off the clock employee helping me to get any service. You should fire the majority of your carry out staff.
Atmosphere: 1
Food: 1
Service: 1
Very delicious me and my babe had fajitas fantastic very fresh the appetizer was great
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Shrimp Fajitas, Steak, Chicken Fajitas
Kaitlyn and Crystal are amazing. Love coming here
Atmosphere: 5
Food: 5
Service: 5
We had an issue, but the manager took very good care of us. Thank you so much!
Atmosphere: 5
Food: 5
Service: 5
Love Chilis!
Atmosphere: 5
Food: 5
Service: 5
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