Chipotle Mexican Grill — Restaurant in Albuquerque

I placed an order to pick up online, and still had to wait another 10 minutes or so once I arrived. No worries, I figured they were just busy and I am a patient person. Got the order and left... when I arrived home and went to open it, I realized my name was on the outside ticket on the bag, but the sticker on the bowl was someone else's name and order. Ok frustrating, but still honest mistake I suppose. The order was not something I would eat and I was hungry, so made the decision to go back to have them correct it, so I called as I was on my way back to let them know in the hopes that it would be corrected and ready when I arrived. Well, if you've ever spoken to Chipotle customer care, you might know they aren't super helpful. It took a while to even get an actual person on the line (because "the best way to deal with my issue is to put in a complaint online using the link in the email they sent so that they can continue to make people's orders without interruption"... also part of your job is to promptly take responsibility for and address mistakes to make them right so that an already frustrated customer does not continue to get put on the back burner... doesn't seem like the best business model to me, also I am driving so I can't very well go through an online complaint process nor do I feel like I should need to), and then of course it was not even someone local, so I'm having to go through the process of trying to explain to them why I needed to speak to someone at the location, but she didn't want to transfer me and I was disconnected when she finally said she would so I had to call back again and go through the same process. By the time I finally got someone at the location (she did not give me her name but said she was a manager), I was at the traffic light in front of the location. She said she would remake the order. I waited another five minutes or so after going in to get my order, and the person I spoke to on the phone handed me the order and said "here you go" and that was that. I think the thing that bothered me the most that not once in either interaction with customer care or the interaction explaining to the cashier what I was coming back for or the interaction with the manager when she handed me the bowl did I get an "I'm sorry for the mistake" or I'm sorry for the inconvenience of you having to call and come all the way back". I have worked food service myself and so have my kids, so I always try to be patient and understanding and give the benefit of a doubt, but that was extremely disappointing. To top it all off, I got home the second time around and sat down to eat my dinner and discovered that my bowl had the wrong meat, no guacamole (I checked to be sure and it was all on the sticker, and an extremely generous handful of cilantro that I did not ask for spread across the top. I tried to eat a few bites, but couldn't eat more than that. It was an extremely frustrating experience and I am now unfortunately going to bed hangry tonight as it is too late to make another...

This place is in desperate need of corporate intervention.

PLEASE READ BEFORE VISITING.

In no way even comes close to the standards of other locations as far as food quality.

I'm was visiting from West Los Angeles where food quality is a big deal. I say this so that you understand my expectations.

The place appeared clean, but once I reached the register I could have sworn I witnessed cross-contamination twice.

Handling raw and cooked food at the same time is a matter that should be brought to the attention of the New Mexico department of health and consumer affairs.

We trust these people to serve us quality food prepared in a safe manner.

Fast talking and fast moving in a frenzy just to get the customer through is not the equivalent of good customer service. FYI.

Whenever visiting a new location I always order minimal toppings so that I can really taste the core ingreidients of what I am eating. A burrito with chicken, brown rice pinto beans, lettuce and cheese.

The cook must rely on people adding sour cream, guacamole and salsa to mask his poor cooking because the chicken was virtually tasteless and yet unpleasantly spicy.

The taste of the beans was stronger than the taste of the chicken. Possibly because they intentionally trim how much meat they give you.

The rice was gritty which immediately provoked me to toss the whole fu##king thing right out the window (not literally, I don't litter). Thought I was going to get a classic signature Chipotle burrito for my drive back to Los Angeles, instead got a piece of s* wrapped in foil.

Any positive review was most likely made while this location was under better management, different shift, lucky day or by a person with a really strong digestive system and...

There was two people working the line, the 2nd one only doing the register part, and the first person making the entire order. There was two people ahead of me, and it took a very long time for him to help each of the people, about 4 minutes each. He than gets to me, and I want a bowl, with white rice and lots of vegetables, there is a very small amount of vegetables left in the bin he has in the line. He scoops the about half an once worth of vegetable out of the bin, and says, " This is all we have for the whole night we are out" Which seems really odd that the store is out of vegetables when still open for over an hour. I than ask if there is any way I can get more, he say's "No, this is all we have". And its less than half of a normal serving and I want extra vegetables, its my favorite part of Chipotle, and the best part of the bowl. I say, " I don't want the bowl any more if that's all the vegetables you have." And I leave. The manager is the guy on the register watching the other guy do everything, and he just watches this not saying anything. It was extremely poor service, a very bizzare situation where the store was apparently completely out of vegetables, and still open for another hour, both guys working there seem to be extremely uninsterested in helping customers or giving good service. There was another worker there cleaning the cooking area and talking to some worker that appeared to be off and just talking. It was easily the worst expierience I ever had at this chipotle. I'm not sure if he was lying about being out of vegetables, or if he just didn't want to cut more/cook more, but it was incredibly disapointing that the service...