Chipotle Mexican Grill — Restaurant in California

The food was literally inedible. This obviously isn’t the first time I’ve been to even this Chipotle. I’m never impressed but on the odd day I don’t feel like cooking on my way home from work, they have a convenient and cheap kids meal so I’ll send in my order for pick up. Today was the last, I’d rather stop at Taco Bell.

I ordered online and waited 20 minutes after my food was supposed to be ready. Nowhere was it stated that the orders were now kept behind the counter and nobody was helping me until I approached somebody who was cleaning. By this point my tacos were cold and the soft tortillas so soggy they were falling apart. The tacos were wrapped all together in just aluminum foil so they were flipped on top of one another, there were no veggies as I’d ordered, and more pico than anything else. I brought it home, removed the mushy tortillas, heated up the innards, and put it back onto one of my own tortillas. I ordered the garlic guajillo steak and multiple large pieces were too tough to rip apart let alone chew. My sons kids meal was cold, his chips chewy stale, and his steak tough. Ultimately it was completely inedible and was thrown away.

To top it off, trying to talk to ANYBODY is an entire chore in itself. I tried calling directly but the automated message directed me to their website (though the voice’s pronunciation of the web page was incomprehensible). Then the email is an automated attendant making you go through hoops to send in a complaint. I’m not going to spend all night trying only to tell them they need a sign on their to-go shelves that states the orders are behind the counter. I don’t care for replacement food, I don’t find it particularly appetizing anyways, and I don’t care for the $15 back. I won’t...

The first issue that I encountered during my visit to the El Dorado Hills Chipotle Mexican Grill, was the fact that of those employees serving the food, most had masks below their noses. The one person who did not have a mask below her nose was wearing no mask at all. These masks below the noses serve no purpose and they're the ones that are actually preparing the meals. Additionally, our meals weren't appropriately marked and because they look very similar until you eat them, they went to the wrong people. Another issue that we keep in countering when we're in that area in general is that we have no phone service, making it impossible to communicate to get points for orders at Chipotle at that store, or communicate with others about their orders. I'm going to have to blame T-Mobile at this particular point in time, without further evidence, about the lack of service. That's also disturbing considering that I am a longtime T-Mobile customer, and I do not recall ever having signal problems in this area over the past number of years. It's like a step back into the dark ages for some reason when you're in that particular area of Town Center. It runs all the way down to the lake. It didn't used to be like this so what's going on here? Has something changed in Town Center or is this a T-Mobile problem. This isn't a one-off. This happened previously when my son was there trying to order and...

Manager making the situation right so 2 stars instead of 1. No handle bags so food was put in a brown Chipotle labled bag. Son noticed his hands were on fire from holding the bottom of the bag from the store to the car. Went to take it out of the car to inside the house and the bag fell apart, all 3 orders of food all over the cars floorboard and onto the garage floor. Didnt help the car is newer and daughter just home from recent surgery. Manager offered a refund or to remake the order. We took the refund but had to clean the car stat and drive back to the store for the refund.

We come here often. Two teenagers that love it. Location is perfect for us. However we need to find a new place or another Chipotle location. Quality of the food is down, items run out, soda machine does not always work, cleanliness of the location and staffing is less then ideal, and overall its a lot of money for hassles like we faced this time around.

Management- please fix this Chipotle location. The reviews...