Chipotle Mexican Grill — Restaurant in Benbrook

I ordered a bowl online for pickup in digital drive thru. When I got home, I opened my bowl and realized it was chicken and not Carnitas. I was starving so tasted the chicken but it is spicy (to me) so I decided to drive back up there to get them to remake it. I walk inside and say "This is not Carnitas." Without a single word to me, and man comes over, takes my bowl and begins to remake it. Again, no apology, no asking what happened, nothing. He handed me the new correct bowl and started to walk off. I just kind of stood there. Literally nothing was said to me or asked of me. Not one word. I asked if there was a manager. The man FINALLY spoke to me and said he was a manager and he pointed to another lady saying she was also a manager. I asked them why neither of them even offered an apology? They had no idea whether I was an in-person guest, online order, pickup order, etc. I get that people make mistakes. I wasn't even that upset at the error. People make mistakes, but the lack of customer service or even a sincere apology is astounding. I gave a $3 tip on my order for a $16 and had to drive to the restaurant TWICE and literally not one person could muster an "I apologize." Worst customer service I never received. There are way too many Chipotle's within a short drive for me to...

Do not give them any business. The general manager, Erica, is not professional and refused to issue me a refund on my app order. I’ve come to this location dozens of times and have ordered kids meals. We’ve always asked for extra sour cream, corn, cheese and salsa on the side. I’ve never had anyone tell me they charge for it. As a matter of fact, no where in the app, on their in store menu or online does it say they charge for extra sides. So when asking for them she claimed they would charge me. I ordered 6 kids meals and asked for cheese and sour cream for them, not 30 additional sides like the guy in the drive through claimed. I asked her to show me where they charge extra and she said it’s not listed. Then when asking for a refund, she said to call 1800. I told her that’s not my responsibility because I ordered from this location and she refused to refund me. Then they confirmed my pick up on the app and I did not pick up any food. If chipotle wants to start charging for extra toppings (not meat, guac or queso) then they need to advertise this and be consistent. They won’t ever get my business again. And it’s evident by the 3.6 stars they have, that many other people don’t like...

Sat at the digital pickup line for 8 minutes and nobody came to the window. Made eye contact with three separate employees, and all three turned their heads and ignored me. Two employees filled up drinks using the soda fountain which is right next to the drive thru window, and still nobody acknowledged me. I had to knock on the window to get someone’s attention. Finally, someone came to the window and handed me the bag that had been sitting there since I pulled up. I realize this is a first world problem, but don’t have a digital pickup/drive thru window if you aren’t going to service it. I would’ve been fine with walking in to pickup the food, but it’s just the principal or decent work ethic. Oh, and the meat was not fresh and very fatty, but that’s typical of...