Chipotle Mexican Grill — Restaurant in Calgary

The worst customer service I have ever experienced last night April 1 around 9:10 pm. They close at 11pm still 2 hours before the closing, but they were out of brown rice, half of types of meats, grilled veggies, salsa according to the girl who to me didn’t understand English. Normally when they are out of certain items, they grab from the separate station where the delivery orders are prepared. I could clear see that the other station had most of the items which were out in their main walkIns station and asked the server to see if she can check on the other station... she refused.... didn’t even bother to look at the other station just said No we are out... no replacements. Her attitude upset me but decided to take whatever was in front of me... but come on... Mexican food and No Salsa?? And I saw another staff preparing delivery order and saw her scooping salsa at the other station therefore asked my server to look at the other station,they definitely have the salsa there and asked her to bring some salsa from the other station at that point she started playing strange game with me, she points at the empty salsa container asks me if this is what I am talking about and I said Yes, but she asks me two more time “this one, this one” I said yes and pointed at the container yes this one... she pretend like She did not here me so I gently tapped on their glass barrier above the salsa container to clarify which one out of frustration. She stares at me like a devil and said don’t you ever touch the glass like if something triggered her she has lost it... at that point I lost all my appetite and left the restaurant but as I was walking out the store, I could see her exaggerating the my gentle tap on the glass barrier as if I was banging on it to her superior. I like Chipotle restaurant but Seton has poor incompetence management specially in hiring and training staff to provide a decent services to their customer. I don’t recommend this store ... no service mind and doesn’t deserve any businesses from...

Never in my life have I felt this ANGRY and disappointed especially because of customer service.

To begin with, the employee who served my brother and me gave us noticeably smaller portions compared to the five people ahead of us. This was despite us adding multiple extra (and chargeable) items to our meals. The difference was obvious. I’m not usually someone to overthink or dwell on things, but the blatant inconsistency and unfair treatment were hard to ignore.

What truly pushed me over the edge was watching how not just one, but three employees treated two customers in front of us. These people were clearly new to Chipotle — they said things like, “It’s my first time here, I don’t know what that is haha.” You’d expect some friendliness, or at the very least, a quick explanation. Instead? Complete silence, followed by a dismissive, “Is that all?”

We all know that Chipotle is well established in the states, but here in Canada, it’s still relatively new to many people. When someone clearly doesn’t know how the ordering system works or anything really you’d expect staff to show some patience or interest, not shut them down.

As a former McDonald’s employee of three years, I was trained never to say, “Is that all?” when taking an order. It’s unprofessional and cold. We were taught to say things like, “Does that complete your order?, is that everything for you today, Is there anything else I can get for you?” That small difference in language makes a huge difference in the customer experience.

I’ve live near Douglas and always saw Chipotle as a convenient option so I never paid attention to how poor the service actually is. But this experience opened my eyes. I realize now that there were several moments in the past where I brushed things off that I probably shouldn’t have.

After this, I will not be returning.

This happened between 10:00 and 10:30 PM on Friday, June...

I went to pick up an order that was made online. When I arrived, there was one girl from the staff half-sleeping on one of the tables, and mumbling to the girl at the till that “she wishes she could help her.” I’m going to assume it was her break time, which is fair. There were two teen boys waiting for their order, and the two staff girls, the one at the till and the one on the table, were fangirling around the two clueless boys. When I asked for my order, the girl at the till pretty much shoved the bag against me, so much so, that I had to take a step back, because I thought she was pushing me aside to look at the boys. She didn’t even look at me, just took the bag with one hand, shoved it to me, and kept walking towards her friend half-sleeping on the table while eyeing the boys, who were just there waiting to be helped, clueless about this behaviour and minding their own business. It was honestly kind of sad.

I understand these are teen girls and probably hormones are at play, but probably a supervisor or manager could teach them a little bit about customer service, good behaviour in the workplace (which includes not taking naps on the tables), and just being a good employee. If they wanted to “impress” those boys, probably it would have been better to offer them a good service (and to us too), instead of acting nuts around them. It might be a cultural difference, as these girls were definitely not born here. I understand that seeing cute boys can be unsettling for some girls, but shoving food onto other patrons probably is not the best of the ideas.

The food used to be great at this place, but the last two times that we ate from here, we ended up with upset stomachs. I don’t know if the staff is being taught about food handling and cleanness.

My suggestion to the owners/managers: hire good staff with good attitude, and train them well. You’re as good as...