Chipotle Mexican Grill — Restaurant in Conway

At the white Mountain Highway chipotle in NH the service was absolutely horrendous. When we first walked in we were told they were only doing online orders. But also had a sign saying they did card, so that was quite confusing. After spending 10 minutes figuring out how to order our food. Then spent 10 minutes waiting for our food. It came out wrong!!!!! My order was supposed to be 3 hard tacos but instead was 3 soft tacos. Without even asking if it was okay that they were out of hard shells. I went calmly to let them know my order was wrong. And the staff flipped out saying I should have read the sign “no chips” that’s was written in the smallest hand stirring I’d ever seen. Personally I didn’t know that chips and hard taco shells were the same thing 🤨… so since I now had a soft taco shell i would like my cheese melted… might as well had gotten a quesadilla at this point right? So I ask may I please have my cheese melted and I got a snotty “we we don’t have a microwave” my friend was thinking how can u heat up meat but not cheese. Make it make sense. I calmly went back to my table and ate the first taco but honestly it was horrible. I went up and said “ I am really not trying to be a pain but I’m really not enjoying this taco, can we please find a way to heat up the cheese, could u possibly put it on the grill. “Well no we can’t do that… that’s where we cook the meat she said as she rolled her eyes. I said well can’t u just wrap it up in tin foil. She violently grabbed the tacos and wrapped them up. After that they tasted fine. Nothing special. I honestly don’t understand how a Mexican restaurant can be out of tortilla chips and hard taco shells. Additionally why are they so snotty when we were there only customers in the building. The tables were were dirty, there was water all I’ve Erne floor near the drink station…. And there were no costumers! Absolutely...

Update: Chipotle apologized after I reached out as directed below, in a short, probably AI generated statement via email. I wasn’t offered anything that would encourage me to return so it is clear that this problem isn’t a priority. I didn’t expect a full refund - but I at least expected something like a “free guac next purchase” since the guac was so unacceptable. But customer retention isn’t a priority I guess.

The workers do not greet or interact with you, so right off the bat it was clear this wasn’t going to be a pleasant experience.

My grandmother was with me, who had never tried chipotle before and was confused how to order. Rather than the young lady behind the counter helping her, she chose to just stare at my grandmother with an attitude, waiting for her to figure it out on her own - so I had to jump back and hold up the line to help her before finishing my toppings, which seemed to upset the employee waiting for me.

The guacamole was fully BROWN and nowhere near fresh. I asked if that was all they had, and a different employee said “that’s all we have today.” Clearly, it was made the day before for it to turn as brown as a tree stump - I have never been to a chipotle that didn’t have their signature fresh green guacamole. When I say brown, I don’t mean a light shade; This was the most disgusting shade of mocha for a product that is supposed to be a lovely vibrant green. I understand a little aeration in the afternoon but this was atrocious - way beyond a few hours exposure and nowhere near acceptable. We spent well over $50 for four meals, and the workers missed several ingredients in our bowls - but at that point we were exhausted and hungry after a long day of travel and were ready to leave.

Do not expect any type of positive customer service at this location - as talking to the customer seems to be asking too much...

The food is like all other chipotles, so good. But this chipotle opens and closes when it wants, they don’t post signs on the door letting people know they’re closed. They say they open at 1045 but the doors are locked and you can see the employees standing there looking at you well past 1045. It’s a management issue, the managers have no discipline and it’s honestly heart breaking. Managers also will tell you they open and close when THEY want regardless of corporate or what their sign says. It’s just extremely unreliable. The doors say 1045-9 pm. The doors have an opening time posted on them so we as customers know when the store is ready. It is a corporate business not a family owned shop, you’d think there would be more customer service training or even at the least how to open your store on time so people can buy your product. If you can’t open, there should be a sign; online orders only! Sorry for the inconvenience. Quite an easy fix. Any leader can fix the situation calmly. If management is yelling at a customer (when they are clearly the one slipping up) it shows you right there what kind of team is cooking your food. I didn’t even eat my food because of the lack of trust from the end of the conversation. Jobs are everywhere, if you can’t handle opening your store at an exact time, maybe find a job as a Walmart shelf stocker..and not head of the team leading those kids on how to be complacent and think the opening and closing times are suggestions…If you want to order your food in person don’t expect to get in without knocking and driving around the building and asking them to unlock it via the drive through. Even after the business is open. It’s so unprofessional. I hope their management team doesn’t get mad if their employees show up and leave when they want because that’s what they’re setting as...