Chili's Grill & Bar

WARNING! AVOID SHAWN!!!! OR PLACING LARGE ORDERS FOR TAKE OUT - UNLESS YOU ARE READY FOR THE HEADACHE THAT COMES WITH IT!!!!!! ❌❌❌❌❌ They had our order the whole time — and still made us feel like we were crazy. Shawn needs to be reevaluated... and Coby....we expected better!!!! We placed a $124.99 takeout order from the Rancho Cucamonga Chili’s for two PP_TRIPLEs. It was for our grandpa’s 93rd birthday. When we arrived, we were greeted by Shawn, who was running their to-go station. We gave him several names, offered the phone number, even showed the text confirmation. He did a quick check, said he didn’t see it, and told us it was probably just a mix-up — that it’s common for people to show up at the wrong Chili’s. He double-checked with a coworker who looked at some printed receipts in passing, and they both basically concluded: “We don’t have it.” But instead of digging deeper or offering help, that was the end of it. So we called around. My sister and I spent the next 10 minutes on hold with other locations while trying to talk to our dad (who placed the order) and keep communication going with staff. It was frustrating and disorienting. Eventually, Coby the manager stepped in. He made a stronger effort — helped call other stores, asked questions. After all that, we found out the order was there the entire time. It had been entered in their system as a future order, which meant it didn’t show up in the standard section. Shawn never checked that tab. When I pointed that out to Coby — respectfully — and asked whether it made sense for staff to check both places when someone’s missing an order, his response wasn’t acknowledgment or apology. Instead, he told us Shawn was new, didn’t know how to look in that area, and even showed us the computer screen. But that wasn’t the point. We weren’t looking for a lesson on their POS system. We were looking for someone to take ownership. A simple “You’re right. I’m sorry. That makes sense and I’ll make sure he knows for next time” would’ve gone a long way. Instead, it felt like we were being educated rather than cared for. And all the while, we were calm, patient, and respectful — even though this was a time-sensitive family meal and emotions were high. My dad was upset. The whole thing left us feeling ignored and blamed. The worst part? At one point, I walked up to ask Shawn for an update. He rolled his eyes at me, walked away, and kept giving us nasty looks from behind the counter. No apology. No engagement. Thankfully, he never handled our order again. But that attitude — on top of everything else — made the experience feel unreal. Legit TERRIBLE!!! As though he wanted to fight us!!!! Coby was at least involved and made an effort, but even then, there was no real accountability or sincerity. His apology felt like something he said because it was expected — not because he meant it. The food? It was fine. But I wouldn’t return to a place where basic follow-through and care were this far off the mark. For a major chain, this was amateur hour.