Chipotle Mexican Grill — Restaurant in Carmel

7-18-23 8:05 PM, worst Chipolte experience I've ever had. The sign on the door said "Due to National Avacado Shortage, no Guacamole". I look online and don't find anything about a shortage going on right now. Long line, but I decided to wait. Halfway up, they announced they were out of chicken and it would take 10 minutes for them to grill more. I counted 7 people in the back but only 2 people working orders on the line. Chaos behind the counter. Out of queso. Out of carnitas, a small amount of steak left, sofritas non-existent, black beans empty, counter a mess with ingredients spilled all over. One person was at the grill making more chicken, one person started putting chairs up, not sure what the others are doing but meandering around. Finally get to order, low and behold there's guacamole, "yeah, I just made some in the back" per the cashier. Rushed my burrito through in record time, barely steamed the tortilla, about a dozen black beans, and got the last of the barbacoa. Get home and barbacoa and rice at room temperature and unusually dry, guac tastes funny (confirmed by my wife) chips were either stale or not crispy.

I've probably eaten at Chipotle 50 times. The normal consistency of the food was not there, behind the counter was disorganized, and from arrival to getting food took about 30 minutes. Not sure if there was a manager present or if there was and just didn't care. Very...

I've been to this Chipotle location at least once a week for the past 4 months. Always had a pleasant experience. Yeah the quality slightly varies on a daily basis but come on, the food's cooked right in front of you by real people. It's human to make mistakes. Go to McDonalds if you want a machine's consistency.

Why am I writing a review after 4 months? Their already superb customer service blew me off today. Whoever is in charge of hiring made fantastic choices. Joseph (it's what the receipt says) my ... let's say burrito barista ... and I were casually talking about the below-freezing weather while he was making my burrito. They ran out of fajita vegetables and the cook mentioned it would take a minute or two to make. So while I waited he offered a free drink. Me being me, I told him it not to worry about it. He upped the ante and offered to make my burrito free. Again me being me, I told him it was totally cool and that I've always paid for my burrito. So this 'argument' goes on for a good 2 minutes until I finally accept a gift card which I'll probably end up gifting someone.

Wow, I went off on a tangent there... Point is, Chipotle's burritos make me happy and today customer service left me even happier. So here's a good review to encourage your...

I ordered online, probably for the last time, and here's why. It was my fault/user error in selecting the wrong location. Even though it's 2023, the Chipotle technology and support team has NO power to change online errors through their app. :( When I explained my situation, I discovered no refunds can be made, no changes in location could be made, and nothing could be done except an offer for free chips and guac.

So why is my review a 5-star review? It's because of the general manager, Brandywine; that's her name, cool, right? Anyway, she was so helpful and understanding when I came in. She made the order for me on the spot so that I could make my meeting.

Typically the order I placed can't be done in-store, but I was told that this location is happy to do those through the line and online through the app. She made Everything right! She moved the order up in the timeline, took care of the checkout, and she did it all while being professional and courteous!

This is one of the best examples of customer service that I've seen. If you use the app to order, be EXTRA careful in making sure everything is good before you pay.

Thank you again to Brandywine and her team for the amazing customer service. The food was...