Chipotle Mexican Grill — Restaurant in Cibolo

I am writing to express my dissatisfaction and disappointment in the service that I experienced in my visit to the Chipotle today. My son and I frequent this location very often and today I believe has changed my support to further patronize Chipotle anymore. I am a strong believer in customer service and satisfaction. Today you all advertised a deal of BOGO between the hours of 3PM-4PM. My son and I arrived at the Chipotle store on 872 Cibolo Valley Dr., Cibolo, Tx. 78108 where the manager Claudia Cepeda was on duty. We arrived at approximately 3:40 pm and the line was wrapped around to the back of the store. We patiently waited in line for over 30 minutes only to get to the front of the line at 4:08pm and Claudia and the employees informed us (as well as about 10 other customers) that she will no longer be honoring the BOGO deal for the day. There were only two other customers in front of me and she honored the last person at about 4:06 pm. I understand there was a cut off time but for me to plead with her that we had been waiting in that line for over 30 minutes meant absolutely nothing to her and she refused to budge on her decision. I tried to advocate for all of us that were remaining in line that had definitely been there before 4pm but she did not care. I drove about 30 minutes to get to Chipotle and I feel that I just wasted a big chunk of my time today. I asked her for her card and her manager number and I was unable to reach anyone at BOTH numbers. I can't imagine that Chipotle is OK with their customers being treated that way. I wish she would have set some kind of marker out to signify those of us that were there before 4PM so she could properly honor the deal that we showed up for. This is just not the way to treat your customers and I can't imagine that is acceptable behavior allowed from the corporate office. I have never felt treated so unfairly by a vendor that I patronize. I have never experienced a restaurant not honoring customers that were in the store prior to the store closing or any type of deal that involves a time deadline. I am almost certain that if I had visited the other location that I also frequent, they would have honored those remaining customers who were in the store prior to the 4PM deadline. I don't know if Claudia represents how Chipotle actually values their customers but today's experience was unbelievably hardening and disappointing. I felt like we did not matter as a customer. I hope that in the future Claudia as a manager is better trained on best practices on how to handle and better serve her customers with mechanisms in place to handle large crowds who arrive to patronize her store when these types of deals are announced. A simple announcement or a marker behind that last 4M person would show more appreciation of customers. Waited for over 30 minutes believing that she was honoring those of us who had been there before 4PM. Thank you...

I placed an online order through their website to be picked up at 12:00. I walked into the restaurant at 11:59 and sat next to the shelf where the pick up orders are placed. I watched my order being made, and then the bag was placed on the shelf by the drive-through window. I thought maybe I had made a mistake and chose drive-through so I went through the drive-through lane. By the time I got to that window, it had been moved to the inside pick up shelf. The young, African American lady at the window went and found it for me, and with an excessive amount of attitude told me that inside pick up orders are to be picked up inside. The attitude was unnecessary, but fair enough. Maybe I should have waited a couple more minutes. I then asked for a side of the salad dressing to go with my burrito bowl. Keep in mind, every time I have placed the same order at the Forum location I have been given a side of dressing with zero issues or charge. She let me know that it was a side item, and she had no way of ringing that up, again with the unnecessary, excessive attitude. I let her know they never charge me at the Forum location and she continued to try to argue with me. The other young lady that was making the orders went ahead and got it and put it on the counter. The young lady working the window, then got my bag, thrust it at me and told me just know next time orders placed inside need to be picked up inside, without grabbing my dressing. I let her know I needed my vinaigrette I asked for and that she needed to check her attitude because it was completely unnecessary. I’m really hoping this feedback makes it to her manager because this young lady needs to be taught proper Customer Service or she needs to find a different industry to work in. This is coming from someone with over a decade of service industry experience. I’m 37 years old and won’t put up with a teenager speaking to me the way she did. Absolutely ridiculous. This took place around...

My husband and I went into this location this past Saturday about 30-45 minutes before they were closing. Food was fine but the service was in my opinion not so great. When we arrived there was about 7 employees. 5 of which were consumed with closing duties, 1 servicing the growing line inside, and lastly a lady who I assumed was the closing manager handling the drive thru. The line that we were in eventually grew from 5 to 10 including us. I felt so bad for the young man who was doing his best to help all of the customers by himself. You could tell he felt so overwhelmed and at no point did this “manager” delegate anyone else to help him. Instead she was so focused on closing when they were still obviously open. We waited about 20 minutes before we actually got our food and then had to wait for the cashier to come up who was also focused on closing to finally pay. Even the cashier seemed to have an attitude and accidentally knocked the drink cups at my husband instead of simply handing them over. The whole time we overheard the “lady in charge” making belittling comments to all of the employees because things weren’t done right and one of the young men complaining to another stating that he was suppose to be off already but she won’t let me go until this and that is cleaned which ultimately delayed the service to us as customers which is the whole reason of the establishment. I could absolutely sympathize with the frustration I saw in all the employees. This lady definitely could use some more training on closing and managing a crew. We definitely will be choosing to go a little farther to the forum...