Chipotle Mexican Grill — Restaurant in Cottonwood Heights

Before I comment, I want to let it be known that friends of mine have asked me if I’m a rep for Chipotle, because of how much I share about Chipotle and how much I love it. As most Chipotle-Lovers know, there are differences from Chipotle to Chipotle. And most definitely not all bad. I think its what makes going to different Chipotles so fun. The different restaurant layouts, different kinds of employees, and different locations(I’m sure there is more). Unfortunately, when you get into the food part of things, it’s not so pretty. When the food is different from the average Chipotle, in my experience, it’s not a good thing. It’s not “Chipotles” fault per say, but with me being completely honest, it’s the location at which the food isn’t up to par that is at fault. I personally have never worked at Chipotle but if I had to guess there is a specific procedure and recipe for each part of the Chipotle burrito, taco, bowl, ect. (Excluding sour cream ect). With my hotel being so close, I found myself at this location a few days ago. I was surprised to have had such tough taco tortilla such tough steak and barbacoa . Especially with my experiences at the other two Salt Lake Chipotles being so excellent. It was disappointing. Fast forward to today, I was leaving my hotel to get Chipotle, and was having second thoughts of coming to this location with having had a negative food experience here just a few days prior. I figured it would be unfair to not give the location another try especially with today being Saturday and it naturally being more busy meaning the food wouldn’t stay still as long. After walking in to the Chipotle I was quickly met by an individual who was chopping ingredients with a not so kind reminder that I cannot be in the store without a mask. That is no real problem I had just had forgotten my mask at home. I asked if they had a mask on hand I could use. The store did not have any masks on hand for free or for purchase so I went and double checked my car and was able to find one hiding under the passenger seat. I one hundred percent understand that a private establishment such as Chipotle is more than within their rights to ask a customer to have a mask in order to be inside the store but had wished the individual could have been a little more kind about it. After receiving my food and getting a couple bites into it I noticed that the tortilla was much more fresh (up to chipotle standards) as well as their barbacoa which I was very happy about. Unfortunately the steak was sub par and the white rice seemed to be over cooked or not fresh and had a hard texture to it. It made the eating experience not enjoyable and I did not finish my meal. With that being said I believe that this location has a lot of potential especially after todays experience. All but one employee experience and every ingredient I had but the rice (easily fixable). I believe that with a little extra focus on food quality control as well as customer service and patience regarding COVID-19 this establishment would fit perfectly into a 5 star review. I will personally be not coming to this specific Chipotle for a little while, but hope that when I do come back, that I can change this review to 5 stars. Thank you very much Chipotle for all that you do and I hope that this is some respectful criticism that can be used to better...

Just had a terrible experience with this location. We (my daughter) ordered four items from Chipotle's website for delivery and they contracted with Door Dash for the delivery. The order took a little over an hour for delivery when the website said 30 minutes. After the hour wait, the order came and had one taco order missing and the two burrito orders were incorrect (one was actually missing the steak). They did get one of the taco orders correct. Disappointing, but I get that mistakes happen. The real kicker was that I called this Chipotle location immediately after getting the delivery and the employee (Carson, I believe) told me I need to call Door Dash customer service and they will either credit me or re-deliver the order. After 35 minutes on the phone with Door Dash and three different representatives, they told me that I needed to contact the Chipotle location as they are the ones who took the payment. Hard to believe. So, I called Cottonwood Heights location again and the same employee answered. I told him what happened when I contacted Door Dash and he made a halfway attempt to apologize. He then offered to credit me back for one taco and one burrito (about $17 of the almost $50 total, including delivery and tip). At this point, I actually was pretty disappointed with the lack of ownership on the order error and the error in telling me to call Door Dash and wasting 35 minutes of my time. After calmly asking him if he really thought a $17 credit of $49 was adequate for the errors, he reluctantly increased the credit amount to $24. The icing on the cake was that he required me to give him my credit card # again in order to process the refund. What a debacle and lack of ownership. Can't say much more on how disappointing this entire...

This is not my first terrible experience there. I have previously been told I would receive a refund for an item they forgot and never saw it. The staff is rude almost every time I interact with them and I am yet to have an online order ready within 15 minutes of the time quoted. Today was especially bad. I sat in the store and waited for almost 45 minutes, occasionally checking the pickup rack for my order. Your employees watched this all happen. When I finally got frustrated enough to ask them about my order they said they’ve been having this problem all day and they would have to look up my name. They looked it up and couldn’t find it. Told me to send an email and request a refund. I asked if they could just make the order and they said no, it wasn’t in their system. I asked if they could just ring up a new ticket in the register she was literally standing in front of. And they said no. I showed them my receipt and they still said no. I asked for a refund and they said they couldn’t do it there. I’m honestly not sure sure what it even is your employees do if they can’t take or make an order. I asked why nobody informed me earlier if they knew this is sure was happening. They said they didn’t know... even though they just told me that it’s been happening all day. They gave me an email to get a refund through and the email was invalid. They made zero attempt to rectify the situation or even apologize that they had wasted almost 45 minutes of my night and were refusing to make my order. Just told I’m out of luck, will probably get a refund through email, and to find somewhere else to eat. Extremely...