Chipotle Mexican Grill — Restaurant in Dallas

Unforgivable Service at Chipotle - My Worst Experience Ever

I am writing this review with a heavy heart, as I have been a staunch advocate and regular customer of Chipotle for years. I can say with deep regret, that the shocking experience I had today has completely tarnished my affection for this establishment.

To say I had a terrible lunch experience at this Chipotle location would be an understatement. Today, I found myself embroiled in an unacceptable sequence of events which ended with me leaving the restaurant, completely disheartened, and famished.

Let me walk you through the ordeal.

It was the typical lunch rush. I got in line, willing to wait as usual because the food had always been worth it. With about 20 minutes passing, I could see the end of the line, my stomach was rumbling in anticipation. I was almost at the counter when the staff had the audacity to declare they could not accept any more orders.

I was taken aback, to say the least. The restaurant was not closing, and it was the peak lunch hour. The communication of this unfortunate news was as cold as it was untimely. I, along with several other bewildered customers, were left to find other options to quench our midday hunger.

An establishment of Chipotle’s stature and my commitment as a long-time customer deserve better than what I experienced today. The staff’s management of the situation was extremely unprofessional. An effective team should anticipate demand and manage their resources accordingly. Clearly, there was a failure in this respect.

On top of that, the communication and customer service were abysmal. Instead of providing an explanation or any form of compensation for our wasted time and inconvenience, we were simply brushed off as if our patronage meant nothing.

This is not the Chipotle I knew and loved. A company, renowned for its dedication to quality service and customer satisfaction, today displayed the exact opposite of these values. This incident has left an indelible mark on my perception of Chipotle and its capacity to serve its customers effectively.

I am deeply disappointed and saddened by what transpired today. If this is the direction Chipotle is heading, I’m afraid I can no longer support the brand with the loyalty and enthusiasm I once had.

I write this not just out of anger and disappointment but in the hopes that no other customer has to go through such a discouraging experience. I expect an establishment like Chipotle to value its customers and ensure that their needs are met with respect and understanding.

A longtime customer lost today, and I can’t help but wonder how many others will share my experience in the future if things don't change. Until I see clear signs of improvement, I will take my business elsewhere. As of now, I cannot, in good conscience, recommend this Chipotle location to...

For context; I used to work up closer to the Campbell & US75 location, which was always expedient, made to order, and made with care. I recently (~9 months ago) moved offices to one that is now closer to this location.

I would recommend placing your order online around 20-30 minutes ahead of when you actually intend to be there to pick it up. If I had to add up the amount of time that I've wasted at this location either waiting for my order (which is usually either not made or taken by somebody else), it would certainly add up into several hours over the course of maybe 10 or so orders that I've placed with this location since moving offices. Half the time when my order is finally made, it's basically light on every topping that I ordered including paid extras such as guacamole. I don't honestly know what the issue with this location is, maybe it's the employees, maybe they're understaffed, but regardless of the cause this place is usually just a time waste for mediocre food. I'd honestly recommend just placing an order with the Campbell & US75 location and driving the extra 10-15 minutes to pick your order up there, chances are you'll probably still save time over placing your order with this location and waiting around for them to figure out what happened with your order and actually make it. Chances are the food you'll end up receiving will also be of higher quality generally.

I'm not going to give the atmosphere or food a 1 star, because while they have had issues they also sometimes provide an amount proportionate to my order, but it's largely hit-or-miss, and I never sit in the place so can't speak to atmosphere except in the line of people waiting for their pick-up orders.

I usually place during rush-hours (around noon), so I can certainly understand the occasional slip up, but it's simply inexcusable to receive an order an hour plus ahead for a certain time and be unable to make it by then- especially when they have an entirely separate line for making pick-up orders. Again, I'm not sure what this location's issue is in particular, but the amount of chaos that seems to happen during noon everyday is certainly not expected or typical of any restaurant at all, even...

This is by far the absolute WORST chipotle I have ever visited! Idk why I even keep giving them chances because they just continue to get worse!!!!

Not only is the restaurant filthy, the employees attitudes are to match!!!

I walked in and immediately noticed how there was food all over the counter as they were preparing orders but there was food at the front of the register like someone pulled up a chair and ate right there.

Upon walking in, I was never greeted, I was looked at by several employees but was never greeted as I waited there for about 5 minutes. 2 more people walked in after me. Once the 3rd person walked in I was finally acknowledged. Lol but it was only the employee telling me to let that guy come up in front of me so that he could help him.. the guy had food from another restaurant and gave it to the employee, so I guess if I had something to exchange for service then I would’ve been helped. It was like “F” the paying customer!!!! When I asked for the manager there was attitude and huffing and puffing then the manager finally came out and I could tell that he could care less about what was happening. He in fact found it funny. So I can see why the employees act as such, because leadership is lacking professionalism.

After complaining the lady finally WIPED HER HANDS ON THE FRONT AND BACK OF HER DIRTY CLOTHES (while wearing the gloves) and said “what do you need” lol I really thought I was being punked!!! When I asked her to change her gloves because I didn’t want her touching my food after rubbing her soiled clothing, she got an attitude and turned her back and started complaining to the guy that did the food exchange. Idk who owns this place but they need to assess the employees, their actions, and their professionalism and find out how to teach customer service because they’ve lacked that over the years! I’d rather drive 10 minutes the other way just to get good clean service and food.

With the amount of filth in and around the restaurant the health department may need to pay...