Chipotle Mexican Grill — Restaurant in Creve Coeur

My wife and I placed a pickup order and something was wrong with literally every single item. Items were made incorrectly, or missing components, and there was juice from the barbacoa lining the bottom of the bag and the top of the kids meal (which was missing the fruit cup, so you know how well THAT went over). We tried the carne asada, which was both full of pieces that were just char as well as at least half of it just being the normal steak (you can tell the difference between them easily). The wrong salsas were given, and the entrees had brown rice instead of white. My wife's description was 'they just threw together whatever they felt like, trash and all'.

When I picked up the meal the restaurant was a mess, and the employee at the counter was discussing with the employee in the dining room what chores they could skip that evening to still get out on time. There were no plastic utensils available except for one single spoon that was coated in syrup from the soda machine. All of the four organic drinks were empty, and every surface around the drink counter was dirty and/or sticky. If I had seen the state of the store before placing the order I would not have placed it.

I reached out to the Support team who promised to get me in touch with store management. That was four weeks ago. I spoke with support a couple of times, and in their apology they 'provided' a voucher for a single free meal despite me explaining that every single item was incorrect. I say 'provided' because they forgot to include the voucher entirely.

Edit: I received a reply within half an hour, asking me to contact support. I did, and the original agent I spoke with reassured me that management had been contacted. Nothing has changed or been addressed.

Edit 2: A week and three contact attempts from me later and nothing has changed. Management has never contacted me, and I have never heard back from anyone but one agent from Customer Support. This is what happens when they state they 'would like the opportunity to follow up on this as soon as possible':...

It’s been about a year since my last visit and review. I popped in this afternoon since I was in the strip and wanted something quick for dinner. I wanted veggie bowls and a chicken bowl. We started making my bowl but I saw there weren’t any fajita and I asked could they make some. My server turned to the cook to ask. He replied that he could drop some and said he didn’t know that the server was out. I was asked to wait. I did. The fajitas came out. They were very undercooked. I asked for them to cook them longer. He obliged. The peppers were still pretty raw but I’d waited 10 or so minutes by now. The service and portions have greatly improved greatly but the operations still need help. I think quality control was on a site at the same time. Anyway I’ve uploaded a photo of my full raw veggie bowl!

I wish there were negative stars. Chips are always scarce, stale or overcooked. Sold me half a veggie bowl when I Doordashed. Another time, I waited quadruple the time it would have taken to just walk through to order while waiting for my pick up order. There weren’t but three people in line. Yet a million online orders I suppose but no one gave me an estimated time on when my food would be ready in the back. That was ridiculous. I could have canceled and walked through! Items are always missing. Rude servers. The last visit was a few months back where employees were behind the counter talking to each other and didn’t acknowledge me. I stood at the glass waiting for about 30 long seconds before I remembered I will NEVER beg anyone to take my money. I walked out. I’ve been visiting the other locations since. Far too many incidents of inconvenience...

Out of town and I must say...looking for a Chipotle here on Maps and this was the closer, and right away the low ratings sent out a red flag. The reviews were simply atrocious, to the point that I almost didn't bother. Nothing written remotely resembled the corporate Chipotle standarts/product/customer experience, at all. But, I wanted my bowl, and came here not expecting to even be able to order in person. 530pm on a Sunday, and I strolled right in. Ordered at the counter like any Chipotle anywhere, so I don't know what these recent reviews were about online orders only. Gentlemen was courteous (I was courteous first) and may I say very heavy handed on anything I picked. I even got what I m pretty sure would be considered a double protein portion on any other store. So the reviews on skimpy portions didn't apply on my visit for sure. All the food was fresh and available on every container. Cashier also nice (I greeted her with a genuine 'how are you?' and a smile). Moral of the story...could it be this store is consistently inconsistent? Perhaps. But also, read your room, folks. This world is upside down and whether we like it or not, navigate around it. Difficulty to recruit and keep help these days are here to stay (they had a sign in store and were conducting interviews as I dined). Be nice to the help. ALWAYS be nice to the help. You give anyone vinegar, you'll get vinegar back from this generation. I came here with a good attitude even though expecting the worst based on the reviews, and got as nice as a Chipotle experience as I get anywhere else, and...