Chipotle Mexican Grill — Restaurant in Brea

I ordered a quesarito and asked for it to be extra crispy. The quesarito came out wilted with cheese barely melted (and not the toasted consistency that the restaurant typically boasts) and I let them know. She told me that she didn't want to toast it anymore and I said that's fine, but not to charge me for the quesarito surcharge since it did not come out at the correct consistency.

Genesis then came in with the intention of escalating this and said that I would be charged for the quesarito no matter what and started to talk over me, and was extremely rude and abrasive. I then asked for my burrito to be remade and immediately she said that she was not going to serve me, and stomped out in a flourish. I was standing there and she returned to tell me that she had called the police on me and that I needed to leave, in an attempt to demoralize and disgrace me.

A lady in line who clearly noticed the wrongdoing of the manager (Genesis) , had come up to me and asked me to "go ahead of her to have my burrito remade."

Genesis then runs out in a frenzy and tells all the staff to not serve me. That I need to "get out" and that the cops are here.

I stood there in shock.

A burrito remake should not constitute the problematic action of calling the police on an African American woman in casual wear asking for a quesarito.

I spoke to the police when they arrived who also disagreed with the reason that they were called. The police encouraged me to pursue this complaint, and provided me their name and case number to access the police report and pursue next steps.

Originally, I didn't perceive any difference in this Chipotle from others, only to find out that this restaurant has received copious negative complaints related to food quality, customer service and STAFF misconduct in the past. Now add discrimination/racial bias to the list.

It is of no wonder when the GM chose to leave the restaurant in the hands of Genesis, a rogue, insecure person filled with implicit racial bias/prejudice with a penchant for escalating incidents to satisfy her own self disillusionment and a total lack of conflict resolution competence. I have made attempts to follow up with Eren Garcia and Viviana Belmudez, and will continue to make periodic follow ups about this issue until it is...

06/03/2025 Subject: Longtime Customer Disappointed by New Extra Rice Charge (THANKS TO ASHLEY FOR RUIN MY DAY THE NEW MANAGER)👎

Dear Chipotle Customer Service,

I am writing to express my disappointment regarding a recent experience at one of your locations. I have been a loyal customer for over five years, dining at Chipotle twice a day, every day. Throughout this time, I’ve consistently requested extra rice with my order, and it has never been an issue—until today, when I was suddenly informed that I would have to pay extra for it.

This change, presented without prior notice, was both surprising and frustrating. As someone who has supported your business for years—through price increases, long lines, and even a few disappointing moments (including receiving rotten food on more than one occasion, which I chose not to report out of respect for the kind and welcoming staff)—I feel this new charge reflects a shift in values that does not align with the customer experience I’ve come to appreciate at Chipotle.

I understand the need for policy changes, but I also believe in transparency and consistency, especially for your most loyal patrons. Had I been informed in advance or seen clear signage, this might have felt more understandable. Instead, I was made to feel like a burden for a request that has always been part of my usual order.

I hope Chipotle will reconsider how it communicates policy changes to regular customers and perhaps reevaluate whether charging for a scoop of rice is worth potentially alienating loyal...

Probably this is my first time to give bad reviews to the restaurant because I usually never visit or just ignore of it. The reason I give them 1 star is because there is no choice for 0 or negative star.

First time, I ordered through the app and be there on time. However, my order wasn't ready and nobody wasn't making my order because they have to take care of customers on the line. One employee told me that I have to be on the line just same as other people who just starting order their food. I was upset because I was there for just pick up. At the end, I had to wait 20 more minutes to get my food.

After this experience, I never visited this location again. But today I visited wine shop right next to this place, so I tried one more time. It was morning time and definitely not busy peak time since there were only two customers in the restaurant. Food was ready but no one helps me to get it. More like no one cares about their customers, and young employees were chit chatting all the time. So, I asked them to help me to get my food. On top of that, my order wasn't correct because there was no fajita veggies.

I really wonder how this place is working. Even my mail man who lives in Brea told me this place have bad customer service. I wish people would have good experiences when they visit this place, but you have to expect this might...