ComplaintsforChuy's Restaurants

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We went to chuys San ***** for my daughters 10 year anniversary celebration on 7/18/24 and first the cocktails were not up to Chuys standards at all . Then the homemade tortillas were not homemade they were cold, and so we asked for a Fresh batch and those were cold n hard as well, we told the waitress and she just shrugged her shoulders at us. The **** salad was hot!!! The tortillas were colder than the salad. The burritos everyone but me ordered were hard and not at all tasty. I felt so bad as this was a celebration dinner and was a disappointment to everyone. I stopped the waitress and asked what happened to this place and she just said I dont know I have not been here long and she said heres your ticket, I paid the $97.07. So I told my daughter I will take yall somewhere else next week. I have never had issues with any chuys and it is our favorite place, was not now. I asked my friends and they said yeah we had issues too there in **********. The staff was not friendly at all. Where are the happy staff? What happened to our chuys we loved???????

  Business response

  07/24/2024

  *******************, the First Assistant at Chuys- **********,talked with ****************** on Tuesday, July 23.
  

  ****************** was rightfully upset about the level of service she received from her server.  She was also upset with the quality of food.  ************ apologized for the experience and told ****************** that she is following up with her staff and the management regarding the levels of service.
  
  ****************** indicated that she did not want a refund.  However, ************ is sending her a complimentary dinner for 4 and invited her to visit again.

  We sincerely apologize for ****************** experience at Chuys.  We hope to see her again soon.

  Thank you to ****************** for this feedback - it will help us improve.

   

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is re: Chuy's location in *********- ************. I placed an online order on 2/22/24 #****. I arrived at about 7:40pm and texted I was there. No one came out for any order for more than 15 minutes but 2 employees came out for a smoke break. I called and the person said she never saw my text. I got my order 20 mins after arriving. I got home a realized the **************** were missing. I called to ask for a refund. I was told the employees were too busy and couldn't do a refund to call back the next day. I asked to speak to a manager. The kitchen manager ****** got on and took my info and said he would refund my money that night and if he couldn't figure it out it would be done first thing when the restaurant opened. I checked my credit card at 11:30am the next day (today) and not refund had been done. I called the restaurant to provide my info again. When I asked to speak to a manager the person who answered asked another employee (*****) where the manager was. ***** said give me the phone and the person said you're not a manager. ***** said she's not talking to a manager. ***** got on the phone and I told her I needed to talk to a manager. ***** said you all were too busy (again) and said I could leave my number. I told her I was not doing that and was told you all were too busy yesterday too. She said Im not giving the phone to a manager. I said I will go in person and she said Girl, I am not playing with you. I responded that if she wanted to escalate the matter we could since me and my husband are attorneys and she was refusing to resolve the matter. Then, ****** (a manager) got on the phone. ***** tried to minimize the issue as simply leaving something off of the order. I reiterated all of the issues-at this point its not even about the missing item. ****** said he didnt want to argue with me then said Have a blessed day and hung up the phone. He has the information he needs to perform the refund. I am waiting to see if anything is done.

  Business response

  02/29/2024

  We do apologize for ********************** experience.  Our Area Supervisor was able to contact her and listened to her concerns.  He assured her that we take her concerns seriously and are addressing the issues with our employees and managers.  We have fully refunded her funds to her and sent her a certificate for a complimentary dinner for two.  We do hope she returns to our location and that her experience is excellent.  Again, we apologize.  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are a Hindu family who takes religious faith strictly and seriously. We cannot eat beaf and one of ********** we ordered (veggie enchiladas) had beaf in it. We had complaint and they took the plate away (half eaten) and void it from the bill. The manager came and talked to us, however, that was not enough to "take care of the problem." They would had tried best to give us some compensation because we did not enjoy the dinner as a family. We paid and even left a good tip for the server. However, the restaurant failed to take care of this problem. We went on 9/17/2023. Table 3.1. check number ****. Server 145/Salem

  Business response

  10/04/2023

  We apologize for the serious mistake made in our ********** ******** location. Our HR Manager at our home office in ****** contacted the customer on 10/3/23.  After their discussion, the customer was refunded the entire amount of the check.  He also indicated that a complimentary meal would be welcome.  We are sending him two certificates that each entitle him to a dinner for four.  Staff will be further reminded / trained about taking care with customer's requests.  We again apologize.  Thank you.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Wednesday, March 29 2023 around 8:30 pm, I visited Chuys location at ************************************************************************************************ and I order a Boom-Boom chicken. As I started eating and I found they had a big loaf of red meat (Beef) in there, I reached out to the Manager and explained to them the situation that I am Hindu by region and Beef/Pork, etc. is strictly prohibited and for someone who doesnt know cows are sacred and treated as ***** Mother for us and they not only served me but also fed me that meat making me blinded. Yes, you are right It plays in my mind over and over this is like one day you are served your mother's meat to eat and without you knowing what it is. I have no problems with what others eat or believe its everyone's right and choice but if somebody makes a fool of me and when I order one thing and they fed me totally different meat that I should NOT eat or touch It violates my individual rights. But this was just the beginning of my nightmare and the horrible Night I had after this, Once I got home and laid down, I woke up very hot and hives and had several allergic reactions and itching all over my body. It didnt take us long to figure out what it was and luckily my wife who is RN got me some anti-allergy medicines and spray which eventually helped me by the morning. I spent my whole night thinking about How big a mistake I made going to your restaurant. Not only that I have brought several friends and family over there some are strictly vegetarian and trusted you guys for what you served.This has changed everything for me how I see Chuys because this is not just a simple mistake and neither it was a little piece of meat that someone would have not seen or accidentally dropped in, It was a big good size meatloaf that I cannot believe accidentally got there without them seeing the difference in white and red.When I reported this to the Manager it sounded like just a small thing to them, like nothing really happened or matter to them, They ruined my night and dinner and left me to deal with a nightmare they created but what is even sad that I used to Love going there and visited Chuys very often but learning what they are doing in there, I wouldnt be encouraged to look at this name again, I would rather give my money and business to someone who strives and stands behind their service and food and I cant even find a way to report this to Corporate and make sure that this doesnt get slipped away.

  Business response

  04/05/2023

  We are so sorry that this happened to him because of our mistake.  We were contacted by this customer through our website with his concern around the same time as this complaint was filed.  Our General Manager, *********************, did talk to him on 3/30/23.  She heard his concerns and how it affected him - and she apologized.  She said that that he understood that it was a mistake and unintentional. She assured him that our staff and managers would be coached again on the seriousness of this and the importance of being careful even when busy.  This has been done.  She did send him a dinner for two to ask him to give us the opportunity to earn back his trust.  We understand that might not be easy for him to do and we are so sorry this happened.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩