Chipotle Mexican Grill — Restaurant in Surrey

On Oct 5th 2024 I was supposed to pick up my online order for a promised time of 7:20pm but when I arrived, there were ONLY two fully trained staff working the front with a trainee. Unfortunately they were understaffed as there was a huge line up and many people waiting for their online orders. Kudos to an asian male staff with glasses who worked very hard to make sure orders were going through as much as they can with the huge volume. I picked up my online order 20 minutes later than I was supposed to.

I was really disappointed to see FOUR uniformed staff members eating their dinner during this time: one male and three female (please check your cameras who these staff members are). When two of them walked through the kitchen, the asian male staff asked for help, but they did not help him. Instead the male staff on break just patted the asian male on the shoulder, which was really rude!

The four staff members went on break at the exact same time, which likely caused distress for the working staff. This was unfair for the working staff as clients waiting were starting to give them attitude, I believe management should make sure staff stagger their dinner breaks so working staff do not get bombarded with orders at a very busy dinner time (7:20pm!). It is already ridiculous for four members to be on break at the same time but on Saturday night at 7:20pm???

Finally, I checked my meals and they were both missing the guacamole I had ordered and one of them had the wrong ingredients! Very disappointed this evening. This mistake likely would not have happened if there were enough staff on board so the understaffed working team did not feel...

I had today the absolutely worst Chipotle experience ever at this location. The woman working there (Pearl) is super arrogant and is constantly hurrying customers through the ordering process. This was at 5 pm in the evening today(January 13th) and there was hardly any queue for her to rush so much. She literally started with skimping on basic things like rice and beans. I had to request her to put extra. Every time she would talk over me and try to rush me to next item. I asked for tomato salsa and she put half a scoop of salsa on my bowl, I asked for extra and she said that I have to pay extra for tomato salsa ! This was not extra meat or guac but just salsa. When I pointed out to her that she isn't putting the right portion in the first place, she accused me of not knowing portion sizes. I am a regular Chipotle customer for 8 years and very well know what portions to expect. I refused to accept this kind of service and she threw away the bowl and moved on to next customer. I asked the girl working at cashier if I can talk to the manager and she said Pearl is the manager. What an absolute horror ! Chipotle, please stop promoting such unworthy people to become managers, there are lot of really nice employees at this store who are lot more deserving. She lacked basic communication skills and is very brash and arrogant. I had the same experience with this same employee multiple times, every time she skimps on portions and give half filled bowls. This was the worth Chipotle experience ever and the worst Chipotle employee that I ever had...

Approximately two months ago, I placed an order from this location that was incorrect. I called the restaurant to inform them, and my name was taken for future reference. Since I don’t live in the area, I wasn’t able to return earlier. However, while visiting the area today, I mentioned this issue to the staff before placing my order. Unfortunately, I was told that they could not locate my name in their records. I explained that there might have been a mix-up, as I was certain I had called this location, though there is a nearby Chipotle as well. Regardless, I decided to proceed with placing my order.

During this interaction, the manager, who identified herself as the general manager, was extremely rude and unprofessional. She spoke to me in a loud and confrontational manner, even pointing fingers at me. Despite this, I asked for clarification about customizing my tacos, as I was unfamiliar with the process. When a staff member consulted her about my request, she returned yelling and accused me of harassment, even threatening to call security on me.

I was shocked and humiliated by her behavior, especially as other customers observed the situation and laughed. At no point was I rude or disrespectful to her. Her reaction was disproportionate, and her accusations were baseless.

I believe I am owed an apology for this unprofessional conduct. Such treatment is unacceptable and not reflective of the standards I associate with Chipotle. I have attached my receipt from today’s visit for...