Chili's Grill & Bar

I want to start by saying we visit this location 2-3 times a month on average and the food is usually great. Tonight was not the case. I walked in to place my order and 3 or 4 people, to include Casi the manager, passively looked at me and seem to huddle and proverbially pull straws to see who would help me. When the first person came to help, she made things even more awkward. I was asked for my number, gave it to her and repeated the last 4 numbers upon her request; to which she walked off without saying anything and had her coworker, the fourth party in the original huddle with Casi the manager come to help me. This person has helped me a couple of times or more and has the same consistent customer service each time. Tonight was no different, however it was completely unnecessary for the switch. This was around 5:45 pm on December 5th, tonight. When I returned at 6pm to get my food, I checked it and asked to speak with management. Casi walked up, the same person who failed to greet or acknowledge me when he swiped his key card to run my military 🪖 discount. I showed him my order only had one ranch dressing again, though I ordered two loaded mashed potatoes and six tenders. He said ok, casually walked away and returned with 3 additional dressing packs and said is there anything else?
At this time I took the opportunity to ask him, why is it so hard to treat all patrons the same? He asked what I meant, then I said, regardless of what they look like or what their complexion is. He then said okay. Confused and slightly annoyed at the response I said, ok so does the issue stop with you Casi or do I need to take it further? His response was, what do you mean? I said, okay I will help you understand what I mean. This conversation happened around 6pm right in the take out food area, if you are able to use the system to help track the truth and deal with the issue.
Casi basically admitted that everyone doesn't get equal treatment. I told him half doing the job as a manager was very childish and I would seek to get him some help. I told him they might be being racist, which he never denied, then he never ensured me that it wouldn't happen again. The reason I think it's a race thing is because not only did he only understand when I said as much, the same young lady who hesitated to help me, then walk away mid transaction to get her kinder more consistent coworker to finish the transaction, ran over when another person who shared her ethnicity came in behind me and asked me to move out the way to help him while I was still trying to place my order and pay.
Casi is, I hope, not the brand standard. He allows employees to cherry pick their service and do people dirty. I don't deserve it and nobody does. To people seeing this, maybe consider other dining options because they may act funny when Casi is in the lead and do you basically however at this location. I hope that's not the standard, but that's what I'm experiencing. Can you guys please get him some more training or something. Nobody should pay money to be mistreated.

Atmosphere: 1

Food: 1

Service: 1

Food was great. Waitress was awesome!

Food: 5

Emmanuel was our waiter and his service made up for everything! Awesome guy!

Atmosphere: 5

Food: 3

Service: 5

What a wonderful time at Chili's on Trans mountain road tonight! Excellent hot and fresh meal, flavored iced tea and appetizer.. Quick service, too. Hands up for Cassandra our server. She was on point, courteous and very nice! Thanks, Cassandra.

Atmosphere: 5

Food: 5

Service: 5

Had dinner very good food enjoyed our time there.

Atmosphere: 5

Food: 5

Service: 5

A bit pricey, but the food was great.

Atmosphere: 5

Food: 5

Service: 5

07/11/2025
Major shout-out to Christina! She was an outstanding server with a phenomenal attitude and contagious positive energy. Too often in El Paso, dining out feels like a gamble—servers with poor attitudes still expecting a tip, making what should be an enjoyable outing feel frustrating. But Christina was the complete opposite. She brought genuine hospitality back to the table, and because of her, my family and I will absolutely be returning to this specific location. Christina made the experience memorable—and that's rare these days.

Atmosphere: 5

Food: 5

Service: 5

It's a very pleasant place to spend time with friends. If you're vegetarian or vegan, you won't find many dishes available.

Atmosphere: 5

Food: 4

Service: 5

This employee needs retraining IMMEDIATELY! She ignored me for over 5 mins looked and me over several times since I was the only person waiting to serviced (as seen in the picture she looked at me and continued to ignore me) other employees around her was playing and also not acknowledging me. I also seen an employee eating food and not washing his hands. He went back out to service other customers and still didn’t wash his hands.

Atmosphere: 1

Service: 1

Food was cold. Ordered the loaded potatoe soup and it was tasty but cold. The rest of the meal was also warm. I don't think the meal was worth the wait or the money. My kids took me out for my birthday and even their meals were cold. My daughters pasta tasted weird. Our waitresse was amazingly attentive and funny. Buy yeah don't think this place will ever be an option for us again.

Atmosphere: 2

Food: 1

Service: 4

Chili’s needs to get an award for being the best chilies in El Paso because this is the only one that I love to come to. They always have fast service. Great drinks at bar and the food is fantastic. This is the best Chili’s in El Paso and the only one I like to go to !!!!!

Atmosphere: 5

Food: 5

Service: 5

We always come to this Chili’s to dine in and we have had the best service and food. Yesterday though was a different experience. We wanted to try and do the “to go” option we thought it would be the same experience. Wow we were wrong, I walked in through the entrance to find myself facing the back of someone’s back. I had greeted them with a loud hello as I had seen they were by the kitchen and thought I could be loud. I said hello twice and the girl didn’t even turn around. Once she had turned around I had noticed she was on the phone. Possibly yes taking an order but I’m sure given the proximity we were to one another I would’ve assumed she would’ve turned around and waved to me at least acknowledging she knew I was there. That felt rude to me but C’est la vie….she handed me my food without confirming what we had or made sure everything was okay or if I needed anything further. Maybe she was having a bad day because I took the food from her and said have a great day and I didn’t get a response back…driving 10 min back home we sit down to eat and was sadly disappointed on the display of the food. The Mac and cheese was very salty, the chips that I had gotten for my “reward” were stale and hard, the corn we received wasn’t even dressed like they would dress it if we were in the dining room. I felt like since this was a “to go” order they didn’t put in the effort like they would have if I was sitting there. It was disappointing and in all honesty I don’t think we will ever try the to go option again, I spent what I thought to be a good amount of money for plates of food that felt insufficient if they were served in house.

Food: 1

Service: 1

Love the bartenders very friendly.

Atmosphere: 5

Food: 5

Service: 5

What’s the point of letting a customer make a reservation for a graduation, and have them come early only to find out they gave your reservation away. And get told sorry it’s first come, first serve Thank you chilis for ruining my sons graduation celebration lunch! Olive Garden got us right away though! Unacceptable!

Atmosphere: 1

Food: 1

Service: 1

Good food and service. Limited menu and a little pricey.

Atmosphere: 4

Food: 4

Service: 5