Chipotle Mexican Grill — Restaurant in Brentwood

New Year's Eve Waste of Time Last night our family visited the Brentwood location arriving around 6:50 PM. The line was past the front doors. There were 4 people working on the counter and one man chopping ingredients and refreshing all the bins. The 4 people behind the counter were horrible. They would stop and laugh and talk and all 3 standing there while one girl tried to roll the burritos. The taller young man working the tortilla warmer was so distracted he held up the line and would walk away from his station to talk and flirt with the 2 girls behind the counter. There were over 24 people in line when they announced they had run out of chips at 7:10Pm, Then in about 15 minutes more they announced they had run out of bowls, We waited 45 minutes and finally with 3 people ahead of us they announced they were out of tortillas because the few they had they were saving to fill the on-line orders who had prepaid. There were over 20 people behind us at this point. I know the store was closing early for New Year's Eve but they didn't apologize and the 4 on counter did not work efficiently at all. There did not appear to be a manager at the store this entire time. How does a Chipotle run out of tortillas, chips, bowls, and most importantly Customer Service???? Worst experience ever and we have had this location cater parties for us 3 times in the past when Serena (I think that was her name) was the Manager and when there another competent manager there. Hire & train good people, retrain these 4 only the guy doing the prep work was...

While I frequent this establishment as a regular patron and typically encounter no operational deficiencies, I must address two deeply concerning incidents that transpired during my most recent visit.

First, an employee exhibited overtly discourteous behavior while preparing my order—a recurring issue I’ve observed intermittently among line staff. This persistent pattern of unprofessional conduct warrants urgent attention, as hostile interactions demonstrably erode brand integrity and customer loyalty.

More alarmingly, I was deliberately overcharged for a 'double chicken bowl' I explicitly did not request. Upon identifying the unexplained financial discrepancy via my receipt, management engaged in blatant consumer gaslighting, asserting I bore responsibility for verifying portion compliance—despite unambiguous evidence of a standard, even meager, protein serving. The manager’s refusal to physically inspect the product while simultaneously adopting a confrontational posture constitutes gross negligence in complaint resolution protocols.

This represents not mere error but systemic fraud enabled by managerial complicity: fraudulent upcharging, victim-blaming rhetoric, and deliberate obstruction of redress. As a high-frequency customer (attributable to workplace proximity) with historically positive engagement, I now experience profound disillusionment. Such practices inevitably trigger regulatory scrutiny, consumer protection violations, and reputational liability. Immediate corporate intervention...

I will never eat at this location again (century blvd) We waited 10 minutes for only one person in front of us and I wondered why because there were 5 employees that I could see. An employee was literally eating chicken being chopped up with no gloves on, with her mouth open... (I later learned it was the manager). When I asked if someone could wash the tables (they were all filthy but no one was seated in the restaurant) the "manager" yelled at me because I apparently crossed a line leading to the kitchen. When she came out she shouldered me when my back was turned (I was getting a drink) and then said Scuze meee-- that's when I found out she was the manager because I then asked for the manager. She would not give her name and was not wearing a name tag when I asked for it. I had planned on calling the incident in but I decided not to. I instead decided that my family won't be eating at this location ever again. This was our second time visiting this location in a month with terrible service and wait times. We love Chipotle but we won't go to the Pittsburg location ever again. I suggest the Lone Tree Chipotle restaurant instead. We've learned that Lone Tree Chipotle is cleaner and the staff...