Chipotle Mexican Grill — Restaurant in Acworth

Since this was my very first experience with chipotle (no, not this location - my first ever), I wanted to see what they offered: service, food (quality and quantity), atmosphere and overall review. When I opened the door and went in I was not greeted by anyone for several mins. Only one employee in site and I was the only one in line with only 2 other people sitting eating in the dining area. The one employee said to me: give us a couple of mins and someone will be up. I thought, I’ve already been here a few mins but cool. It’s not busy at all. Maybe a shift change? When someone did ask me for help, I said I would like to try a chicken burrito. We always ask our clients - have you been with us prior? I really wished someone would ask me that so I could say no and they could give me the run down of what they offer and what they might suggest. So I winged it. The girl the started my burrito handed it off to a young man who walked up out of now where from the back. He asked what rice, what beans, what…ok wait - Jeeze, let me see what yall have. I’m used to Moes and Willies. Now I feel like I’m being handed off from one attentive employee to one that is for me to get in and out so he could move on. I wanted guac but thought an additional $2.70 would be alittle on the expensive side for a burrito no matter how fresh or nice the ingredients might or might be - I haven’t tasted it yet. I thought chips came with it but I wasn’t asked if I wanted any so I assumed and assumed disappointedly wrong. After finding a spot in the parking lot to listen to music and browse my phone and eat my burrito, I found myself wanting more flavor. Much more. No sauces. Alittle sour cream helped but not enough. When I was done I was glad I tried it for the first time ever. It wasn’t a spectacular improvement over say another chain choice. I especially missed the chips!!!!! With a $1 tip in cash to the crew trying to assist me but doing a lack luster job, it cost me $13.47. Wow, not worth that. Maybe worth at best $6-7 at best. I like to give establishments that are new to me second chances as there are more than burritos on the menu and maybe a bad time at the moment for the crew. If I do and it’s a much better experience and value, I’ll...

Rocky (young, more muscular African American male) was extremely rude & did his best to try to humiliate me in front of the entire (packed) restaurant during my visit today.

I'm a Door Dasher & I asked him for a small adult cup for water while I was picking up my customer's order (which I've never had any restaurant say 'no' to when it's the dead of summer in Georgia)...to which Rocky sarcastically handed me a CHILD'S cup & then raised his voice so the whole restaurant could hear demanding that, '[I] have to pay if I want a real drink'.

I explained to him that I come into Chipotle A LOT, since I'm a Platinum level Dasher & that I've literally never had anyone give me a problem about this before except him.

It's HOT outside & I'm only asking for what all Dashers are offered at every restaurant we do business with.

Rocky continued to scold me loudly stating that I couldn't possibly know what I was talking about, etc. At this, I stated loudly how rude he was being, turned on my heel & went to fill up my kids cup so I could ask the employee at the drink station around the corner for Rocky's name.

I've always had good experiences at Chipotle before this, but I've since turned down orders to be picked up for delivery from Chipotle because I don't want to go back while Rocky is going to be there.

I sincerely hope someone addresses Rocky about treating people this way so that no one else has to feel the humiliation that he put me through today ever again.

P.S. I am open to changing this review should Management wish to...

I ordered from this location tonight, and unfortunately, when I got home, the bottom of the bag gave out, causing my bowls to fall and spill. I took a photo of the food and returned to the location to resolve the issue. However, the experience that followed was disappointing and humiliating. Rather than being met with understanding, I felt interrogated for something that clearly wasn’t my fault. The manager and several employees stood behind the counter, staring and laughing, making it obvious they were discussing the situation. When I explained what happened, the manager said she couldn’t look up the receipt in their system—and since the physical receipt was soaked in food, I no longer had it.

After stepping away briefly and returning, we were asked to show our bank statement as proof of purchase, even though one of the employees partially remembered our order and even noted they had placed sour cream on the side. The situation could’ve been handled much more professionally and respectfully. Instead, it felt dismissive and uncomfortable.

This experience reflected poor customer service, and I hope future incidents like this are treated with more care...