Chipotle Mexican Grill — Restaurant in Conway

I will start off by saying the food was delicious. Only issue with it was they gave flour tortillas with the meal vs. the requested corn tortillas.

The main issue was with the manager on the team. Allow me to explain.my experience.

I tried to initiate an order from home via the app. I had a free guacamole reward I needed to use by today. The stipulation was to make an order of $5 to redeem. No matter what I did I kept getting an error adding the reward to my order so I decided to just go order in store.

When I arrived and started to order at the counter, I was told an item I wanted could only be ordered via the app. I explained why I came in person vs. using the app to the young lady taking my order. She said she would make sure I got the reward, however, to get the quesadilla, I had to order online.

So I get out of line and go sit to make my order. Once I added the items and got to check out the time I had selected for “pick up” was no longer available. Ok, fine. I’ll sit here an extra 10 minutes although I will say there was one family of 5 in the store with their food already and me at the time. It wasn’t crowded so I hoped it would be pretty quick.

As I waited I noticed most of the crew appeared to be teenagers aside from one guy who was barking orders. He didn’t speak with kindness or respect to his team which was off putting since the kitchen is open and this location is small, so his attitude was on display for all.

I get the notification that my order is ready so I retrieve it from the pickup shelf. I go to the register with my order and the manager walks up. I explain that I would like to use my reward and he cut me off and said “you can’t unless you make a minimum order”. I explained I just ordered $30 worth of food, so that would qualify.

He looks irritated but steps over to the food line and starts to make a side of guacamole. He scoops it and puts a lid on it and then sets it down (less than 5 feet from me) and says “she’ll get this for you” motioning to the young lady actively making an order, and walks away to the back.

I just stood in disbelief for a second and then another worker walked up (who had witnessed this exchange) and I asked him to please hand me the guacamole, which he did. I told him his manager was a jerk and he just smiled politely.

Honestly for all the frustration with trying to order, the worst part of the experience was watching and listening to how the manager treated his teammates. I predict this location will struggle to keep employees if they allow management to act like he did. Not to mention how he treated me...

Have had ok food a couple times until today. Chips were incredibly stale. Couldn’t bite through them. I tried to call the restaurant. They have an automated phone line that will not let you reach the restaurant. It sent me to a customer service rep. I live minutes from the restaurant so I drove back (on my lunch break). The “Manager” answered the drive thru window, and when I explained he stated they were not making any more chips until later in the day, but that he would be happy to replace them.

Gave me two new bags of chips that were also stale, tho not as much as the first ones. It isn’t acceptable for any restaurant serving chips to be fine with sending out stale ones. Especially if their food is supposed to be fresh. Manager stated customer service is not his concern and that the customer service rep on the phone would handle any refund. Once the manager had given me the chips he left the drive thru window and didn’t return.

I went inside (I dub thee Karen) to return the new bags of stale chips and the manager proceeded to again wash his hands of the whole incident. Stated the chips are fine but did not try a single one in front of me. Then stated new chips would take at least 45 mins to an hour to make cause fryer was not on. Still on the phone with customer service I left the chips and Chipotle in absolute disgust at the manager’s indifference to the quality of his product. Manager also stated they are not a franchise, but corporate owned.

**I went and bought tortilla chips from Kroger across the street. They were pre-made BUT NOT STALE.

I am waiting for an update from customer service, but I will not spend my money at a “Mexican” inspired restaurant that can’t serve fresh food, or handle their own...

It seems that Chipotle has in its training manual to never clean, or tidy up the make-line. Meaning, regardless of the location across the country, it always looks like you have just came in right after a couple of busses. However, this location doesn't fall victim to the mess chaos of Chipotle.

I've been to this location several times and I always seem to leave happy I chose the location. Staff is polite and focused on you. Ready for this? They actually wait for your answer on 'white' or 'brown' rice before they ask what protein. Yeah. I know. When moving down the toppings line they are engaged and treat your order with care and seem to take pride in making a quality product. Even at checkout, when upselling chips, cheese, and drinks, it's not offensive nor patronizing. The food itself has always been hot and taste how you hope Chipotle should taste. The toppings are not so minimal that you ponder what you're actually paying for. Also, they are not so overly unbalanced that you're eating a tiny piece of chicken with a huge handful of lettuce. I recommend the 3-count crispy tacos with chicken and steak. We so often go to Chipotle for a bowl or burrito, but those crispy tacos are addicting... seriously. The restaurant is clean and inviting. HVAC is operable and with a comfortable temperature.

Enough rambling on about a Chipotle restaurant. Let me get to the point. If you're cruising around Conway trying to decide what you want to eat, stop in at THIS Chipotle. Prince and Salem. It's...