Chipotle Mexican Grill — Restaurant in Carrollton

It’s a troubling sign of the times when corporate leaders seem more interested in damage control than addressing genuine concerns from their customers. Enter Brian Niccol, CEO of Chipotle, who has recently dismissed claims that portion sizes at the beloved Mexican grill have been shrinking. This despite an overwhelming flood of evidence to the contrary—hundreds of disillusioned patrons have taken to Reddit and TikTok, filming their meager portions and voicing their discontent.

Niccol’s denial feels like a slap in the face to anyone who’s tasted the difference. It’s as if he’s standing in front of a burning building, insisting it’s just a bit of smoke. The chorus of complaints isn’t coming from some isolated fringe; it’s a groundswell of loyal customers who have noticed the unmistakable shift from abundance to austerity.

Dismissing these voices is not only shortsighted, it’s insulting. These aren’t just numbers on a spreadsheet; they’re real people who have invested their time, money, and trust into a brand that promised something different. By denying the reality that these customers are experiencing, Niccol is essentially telling them that their perceptions and experiences don’t matter. It’s a classic case of corporate hubris, the kind that erodes brand loyalty faster than you can say “guac is extra.”

Let’s be clear: the evidence is damning. Clips on social media show burritos that look more like snack wraps, bowls that barely cover the bottom of their containers. The cries for consistency and value are loud and clear, yet Niccol chooses to turn a deaf ear. It's a move that suggests either a profound disconnect from the customer base or a calculated gamble that the complaints will simply fizzle out. Either way, it’s a losing strategy.

In a time when authenticity and transparency are more valued than ever, Niccol’s response feels like a relic from an era when corporate spin could easily drown out dissent. But today’s consumer is savvy, armed with a camera phone and a platform to broadcast their grievances to the world. Ignoring or belittling these voices only serves to amplify their frustration.

Chipotle has built its brand on trust, on a commitment to quality and integrity. Denying the shrinkage of portion sizes—despite clear and consistent evidence—undermines that very foundation. It’s not just about the food; it’s about the relationship between the brand and its patrons. And right now, that relationship is on shaky ground.

In the end, it’s not just about getting less food; it’s about being treated with less respect. Chipotle’s leadership would do well to remember that acknowledgment and genuine effort to address concerns go a long way in maintaining the loyalty and trust they once enjoyed. Until then, we’ll continue to lament the decline, one disappointing, skimpy...

Ordered Chipotle online for pick up (2 separate orders, total of 4 entrees and 2 sides of chips and queso). I go and get the orders, drive all the way back home and come to find out I have Guac instead of queso, so I make the drive all the way back up.

I go in and let the cashier know I got guac instead of queso and he tells me “ya we are out of queso” and then tells me hold on and walks away to the back. He comes back with 2 business card with the words “chips and queso” on them and says “we get a truck in tomorrow but you can use these to come back and get the chips and queso”. I call my brother to see how he wants to proceed and we decide on just getting a refund.

The cashier says “oh ok” grabs the business cards and walks to the back then comes back out and begins to refund. He rings up the refund amount of $8.77, in which I asked him “is that everything for the quesos?” Because not only did we have 2 chips and queso (1 large and 1 regular) but also I had queso in my burrito. He says “yes” and processes the refund.

I make it home and start to think of why only $8.77, isn’t it more expensive? So I go online to place an order and see that the large chips and queso is $8.10, regular is about $5 and the queso in burrito is about $2 -$3. Once I realize this we try calling the store and no one answers at all.

Honestly just a waste of money and time. My two children that were with me even mentioned that the cashier was just there and had this blank look and demeanor when interacting. He confirmed I was being refunded for it all which was a lie, plus I know he could see the orders that we placed and he did as minimal effort and communication as he possible could. Let alone when we came in for the order instead of telling us “oh ya sorry we are out of queso but we gave you guac” he just let us take the order home and deal with it. Service was not good at all, food same, help same, and paid way too much for all the hassle just to not get the right refund...

I had put in an order to this location online and had to make a second order. Unfortunately the second order went to a different Chipotle. Upon arriving. I spoke with the manager on duty and she was very nice and made my order without any issue. I had forgot to ask for meat on my pull on inspection of what I was looking at in the bag. I walked back in and the manager was nowhere to be found. Unfortunately the assistant manager that was on duty was not aware of the situation and was not seen on the initial walk-in. I spoke with him and told him that I initially forgot to order me on my bowl and that if he could give me a portion. Upon the request he stated that I would have to pay extra for the meat.... I was confused due to the fact that normally what I paid for is what I got. And on the app request I had paid for meat. Reluctantly I was going to pay for the carne asada until I found out the small portion he was trying to give me was $7. It was smaller of a portion than what they normally serve across the bowl. I requested chicken instead, I still got the same portion in a cup but was charged half of what the carne asada was. This was nowhere near the portion that was originally given to me and the other bowl as I complained. They gave me a second portion but was very unhappy upon me walking out. Upon myself walking out I ran into the manager on duty which was in the cleaning closet with items ready to clean the tables. She wished me a good day and I was off.

I was happy with the initial service but the secondary service from the assistant manager I felt was very inconsistent with the store manager.

If you're ordering from this location, just make sure that you order the right thing the first time. Otherwise they will charge you for a smaller portion at a more...