Chipotle Mexican Grill — Restaurant in Austin

I love Chipotle so you can imagine my excitement when I discovered they opened a new location less than 3 miles from me.

My very first order was normal a few months back. Since then, I have placed 6 orders in the last month and ½. 5 out of 6 orders have been inaccurate. The first time I don’t even count as an inaccuracy. They simply ran out of chips and hard taco shells. I ordered mobile around 5 pm. I went to pick it up and waited for the order and when they brought it out, they told me that they were out of the chips and hard taco shells so they had to sub one soft taco shell for the hard tacos. We were disappointed because we ordered small thinking the chips would fill us up. I wasn’t upset just disappointed and the server told me she was going to give us a credit. I don’t count that as an inaccuracy but that was the beginning. The second order, I ordered the 3 taco deal for my husband and 2 individual tacos that were identical because the 3 taco deal was too much food for me and chips. They forgot the 2nd of the individual taco. The third order, I ordered meals with 2 large chips and cheese dip. They gave me 1 bag of chips and 2 cheese dips. The fourth order, they forgot the kids size chips. The fifth order, they forgot the kids chocolate milk. The sixth order, they forgot the kids chips again and also put so many beans on my husband’s taco that they couldn’t put the rest of the filling in it and threw the other fillings into the container. That crunchy taco was so wet from the beans it wasn’t crunchy anymore. It really was more like a bean burrito.

I have tried to be forgiving about all this because it’s a new location. When the mistake on the 2nd order happened, I called them. I wasn’t looking for anything nor did I ask for a refund. I just wanted to mention it to them because it benefits both the restaurant and me if they are aware of their mistake. They offered a refund and to put me on their “free taco list” for next time. The 3rd time it happened, I called them again. Same thing. I was never rude or even angry. Just disappointed. They offered to put me on their “free taco list” and I told her I’m already on your free taco list so then she offered a refund. I stopped calling when the subsequent mistakes were made. I just kept hoping they’d get it right. But now, I’ve just resigned to stop using this location. They just can’t get it together. I don’t want a refund or a free taco. I want my order correct the first time because it has a tendency to ruin dinner when you don’t get what you ordered and no one wants to drive back up there to wait while others are at home either already eating or waiting on you to get your food so you can eat as a family. Apparently, calling them doesn’t help so I will just have to go the Lakeline location from now on and pick up like I...

Maybe I ordered on a bad day... but everything just went wrong here.

Ordered through the app for pickup, so I know we ordered correctly. Went through the drive thru and was handed one bag and our drinks. We should've checked our order - that was my mistake.

Got home to realize two of our plates were missing. Tried to call, but real customer service is non existent... the phone bot said it will email me to resolve? I just want the food I paid for haha.

I instead decide to head back the 20 mins to get this corrected. I walk in and explain what happened. A girl walks over to the mobile order area, picks up a bag and says "yeah there was another bag."

Just no customer service at all, which is annoying, but whatever. I tipped when I placed the order, and definitely regretted that by this point.

Got home and every single order but one is wrong lol. Which usually sucks anyway, but sucks even more when allergies are involved. I went on the app and got a partial refund with the chat bot, but it's one of those situations where maybe talking to an actual person that cared might have made a difference.

I would've preferred a full refund and a simple "hey, sorry about that."

Highly recommend focusing on customer service - both training your employees and moving away from solely utilizing bots to...

I have ordered at this location many times since it opened. There have been a multitude of issues for me. I will rank them in order of how common they occur for me.

My online orders are constantly missing something. If I order a bowl and chips+salsa then the salsa and chips are missing half the time. This happens often enough that I open the bag at the drive through now before I accept the order.

They have also left out my wife's drink tons of times. This has gotten to the point where they hand me the bag and I just stare at them until they read the ticket. Then they go "oh, there is a drink.."

The onions and peppers are rarely(very rarely) actually cooked. I would say you have a 50/50 chance of getting nearly raw onions and peppers instead of them being sauteed.

I have had to sit at the drive through for over 15 minutes on several occasions. I don't mind if they are completely slammed and I ordered for instant pickup. But there has been atleast 2 occasions where I gave 30 minutes of lead time and still had to wait 10-15 minutes.

My wife and I love chipotle, but we are not willing to pay the price to deal with this anymore. There are plenty of other great options around this location for a quick bite. All of which don't require us to check our own orders or...