Chipotle Mexican Grill — Restaurant in Columbus

Me and my mother just went to chipotle to get us dinner. We decided we were going to share a bowl . We showed up at 10:15 And the dining room was already closed. We went inside and ordered our bowl. I told her I wanted sour cream on the bowl, but it was too full so I asked her if she could just put it on the side. She gave us three sides of sour cream, and I had asked her for two sides of green salsa. When we got to the register, they charged us for six sides one of them being guacamole, and nobody ordered guacamole. We tried to explain to her that we should not be charged for the sides that we’re supposed to be on the bowl. She said that 4 ounces of sour cream go onto the bowl and when you get sides, they are required to charge us. She lied and said that we had gotten guacamole and it was not in a bag and nobody asked for it. Her tone of voice and disposition was extremely rude . After we opened up the bowl and poured the sour cream onto the bowl, she took the three sides of sour cream off, but still was trying to charge us for guacamole that we did not receive nor asked for and charged us for water cups . She was so rude and nasty that we ended up not getting the bowl because she still was overcharging us. When we asked to speak to the manager, she said that she was the manager. We asked for her name and she refused to give it out and said that she could not give us that information and then she also lied and said that she was 13 years old and we were not allowed to record in the store because there’s people under age that works here. She gave us the store card. And said that we can figure Out her name on our own. It was an African teenager that was checking us out at the register and She had to be at least in her 20s or at least 18 years of age and when We were walking out she said have a great night racist. I will never in my life go back to that location to receive any food from any of those people. The woman in the pictures is the woman you claimed to be the 13 year old manager annd told us to have a great night racist And those are all the people that worked tonight on the shift. I would like to be contacted by the owner of the store or the regional manager to speak to them about the incident with the so-called manager that I interacted with tonight. I don’t appreciate her, disrespecting my mom and accusing her of having guacamole in the bag and charging us when nobody asked for guacamole and guacamole was not in the bag. She seemed like she was possibly a team lead, but definitely not a manager. That African girl does not need to work in fast food nor does she need to have a job at chipotle where she’s interacting with customers all day because she is extremely rude. Also, the way my mother was treated is not how you should treat elders ever. In fact, you shouldn’t treat anybody and accuse anybody the way she did. I already know she is going to lie to her manager, And whoever else ask her about the situation that happened today. She does not need to be a crewmember at chipotle or anywhere involving customer service with the type of attitude that she had. I would like to be contacted by regional manager, and if I don’t, I will go back to that location in the afternoon or morning, and I will speak to a manager myself to get corporate’s phone number. That is the issue with this generation of teenagers. They think disrespect is funny and it’s nothing funny about it. You can clearly see them in a picture, laughing about the situation when nothing was funny nor was trying to overcharge us. I have been working in customer service the last 12 years and I’m only 24 years of age. Two years I worked with my aunt volunteering at a concession stand and at the age of 16 since I was able to work I have been working in customer service and I have never treated anybody the way she treated my mother tonight. On top of that, she...

Racist comment At Hilliard Rome road

I have not heard from Management regarding this issue.

I stopped in the Hilliard chipotle and received some very bad service and was accused of having guacamole. I was asked to take everything out of my bag to prove that I didn’t have guacamole. I asked the lady that fixed my bowl, and she told the African girl that I did not have a guacamole. When the girl finished adding the toppings on the bowl, I asked for sour cream to be on the side so it wouldn’t not be warm when I got home. The African girl charged me for the sour cream that I wanted on the side. It would’ve been on the bowl, but I didn’t want it to get hot . The manager charged nine dollars for the bowl and nine dollars for the sides that were supposed to be on the bowl . After the accusation with the guacamole and her arguing with me, I opened the sour cream and poured it onto the bowl. She refused to remove the charge for the guacamole so I walked out of the store and left the bowl on the counter. I don’t appreciate being disrespected and accused of having guacamole when I obviously cannot get guacamole without ordering it. The African girl was Disrespectful. I asked for her name and she said I’m not giving you my name because I’m 13 years old. When we left the two African girls and the Hispanic guy were laughing. There’s nothing funny about that Customer Service. Chipotle should train employees about portions and if someone wants cold toppings on the side so that they can stay cold, they should not be charged for those items. Chipotle has been on the news for giving small portions, and a customer can get what they want on the bowl without being charged extra except for chicken and guacamole. The lid fit on the bowl, without the sour cream, and with the sour cream. I don’t understand why she was being racist. I should not have had to open my sour cream and put it on the bowl to avoid being charged for the sour cream.. In addition, I should not have to take items out of my back to show her that I did not have guacamole when the other girl told her that I did not get guacamole. I do not appreciate being challenged that way and accused of something that I did not order. Would like to be contacted by a regional manager. I am sure that the African girls are going to lie and say that they did not accuse me of having guacamole and they didn’t call me racist.

I have a photo of the MANAGER because she refused to...

12/4/19 Update! Chipotle changed their practice and they (like most online ordering locations) established the 'virtual order' shelves where you can walk in, look for your name, grab it and go (if you paid online). Great! This alleviated one of my major gripes with this location. Well, a couple months ago they decided to put the shelf behind the counter and you must be handed your food. I am not sure why this decision was made, (maybe to deter theft) but this was a logistical mistake on their end. For example; last night, I placed and order and went in to pick it up at my designated time. I parked and found a line out the door (which is normal for this location). No big deal, I ordered ahead! (I said to myself as I walked into the building)... but no, I was wrong... these were people waiting to get their food from online orders! The normal line only had 4 people in it while there were around 8 of us waiting. The kicker? The racks were full of orders, but we couldn't get to it until someone called our name. Which... didn't happen for several minutes. The workers kept working and we kept waiting. If this is the norm going forward, they should really get a process in place to distribute the orders in a regular cadence. Again, the whole point of ordering ahead is not waiting when you get there. At this point, it's just better to go through the line and skip online ordering because it's apparently too hard for them to figure out. With that being said, the food is very well made. In fact, I have rarely had an issue with their food in general. Just the ordering process.

So, this Chipotle produces great food. Typically my burritos are everything I dream of. The individual ingredients are always fresh and hot. My issue is that whenever ordering online, I always have to wait upon getting to the location. There is a specific employee that always takes care of the everyone in line prior to assisting me. She sees me standing there, but she let's everyone go through the line before even asking me what I need. A couple times I had to ask the manager to assist me. Now, I'm not saying that the time I walk in, everyone should stop their work to help me. I just ask that if I order ahead, to please have it ready by my pickup time and to acknowledge me when...