Chipotle Mexican Grill — Restaurant in Dallas

Diana Colindres & her team here were very rude to me for no good reason. The 1st time I came, they didn’t have black beans and I was told it would be 8 minutes. I kindly said I was going to go & I’ll be back in a bit. I came back 10 minutes later and no one was around. I peeked around a corner & asked if I could please (even said please) have some assistance. The woman who I later learned was Diana said yes someone will be with you shortly.

Then when the employee came maybe one or two min later, she got ice (I guess their public drink machine was out of ice) for a customer who walked up after me, who I also believe is an employee based on conversations I heard him having earlier as he was in line when I was in line.

Then here comes Diana…meanwhile I’m still being ignored. I ask again if I could please get some assistance, she said they’re coming.

Then they make my order, and I see there’s a business card for the GM. I ask the cashier if that’s the GM & she said yes. Then I ask Diana if I can have a word after I pay - she said I’ll need to give her a minute because she is measuring the temperature of the food….then she hesitated, then she said, “And that’s more important than talking to you”.

What an unbelievably poor experience. I came here yesterday and the experience was fine but I try to give at least 3 visits before I make any judgement. This was just so terrible. Obviously driven by the GM, who had no interest in even hearing about my experience let alone correcting any part of it. Really unfortunate. I don’t know why people, who seemingly hate their job and don’t line interacting with people, work with a public facing job in the first place.

Here comes the robot worker revolution, and these people will be wondering why they are out of a job when the robots get mass adoption….. stories like this are the reason. A robot won’t be dismissive, rude, not able to make a food order for me…. Just terrible. Be better.

I also heard two kind of rude comments. One person said, “Oh he came back” to another employee, conceivably thinking I couldn’t hear. Then as I was walking away a gentleman said, “Byyeeee” - either not caring that I could hear or not thinking that...

1.) Our order was scheduled to be picked up at 7:30p.m. It was not ready until 8:15 p.m. The staff left it on the counter at the register and never placed it on the pick-up shelf. I had to ask for it from the gaggle of staff who were all talking back in the kitchen. 2.) When I got to the car, I checked the bag and the wrong size chips and guac were packed. I was able to go back in and get the correct sized guac, but I was told they are "out of chips" which, incidentally, is why both bags (small and large) were missing the normal amount of chips. 3.) When we got home, neither of our burrito bowls had all of the ingredients. Left off of our bowls were Fajita Veggies, Fresh Tomato Salsa, Roasted Chili-Corn Salsa, Tomatillo-Green Chili Salsa and Black Beans. Out of 10 ingredients, one bowl only got three: Barbacoa, Rice and Cheese. 3.) The restaurant was filthy. The staff member who replaced my guac literally tripped over and kicked a tin bowl lid behind the counter. The countertops were littered with stray food from the wrong side of the buffet, the register area had rice lettuce strewn around, the trashcans in the dining room were overflowing onto the floor and the litter was kicked around by staff and customers well into the dining area. It looked like a strong wind had blown garbage around behind a back alley 4.) Incomplete/wrong delivery orders have been a persistent problem at this location. So much so that we only order pick-up from here now so that we can check the order before we leave. Now, I can't see why I would ever return when they only give us rice and meat in our bowls and hand it to us like this was a complete order. Didn't say a single word about being short on ingredients except for being short on chips only when I asked about it. I'm pretty sure the ingredients were available because I watched the staff replenish the buffet and create in-person orders for 45 minutes while I waited for our online order with no problems. They just created the order poorly. The staff had the general vibe that they were all high or suffering from carbon monoxide poisoning - slow, lethargic and apathetic. There is something very systemically wrong at...

Simply, the customer service at this location is horrible. I have been reluctant to comment with the hopes that things will get better. Unfortunately, they have not. I have had the same bad experience at this location multiple times. My order was placed for 230pm and it was almost 240 when my order was made. I was there for pick up a bit early so I was willing to wait. I watched and waited. It was not super busy and even wondered why no one was at the pickup station. Anyway, the young woman finally came over and ask my name. She began making my order quickly with a slight attitude but I bushed it off. She's obviously reading someone else's order because she puts a handful of cheese all over the top of my bowl. I'm vegan. I ask her to please remake it. At this point , she goes over to her co-workers and whispers something to one of them. I look up and two of her co-workers are staring at me. She proceeds back to my remake my order then leaves the station again. I feel at this point, she's attempting to make me wait even longer. I had been waiting almost 10mins. That's a pretty long time for a Chipotle pickup. To be honest, it has nothing to do with the food or Chipotle. I don't want anyone making my food with a bad attitude. That energy can be contagious! I called back to cancel my order and encountered another person(male) over the phone with a bootytube. I guess it's going around. When I asked him to cancel my order please, I was going to go to another location, he said, "yeah yeah ok BYE"...If you look at my account, I spend a lot of money with Chipotle. With the looming era of Covid, customer service is of most importance. There's no reason to accept any less. I ultimately decided to leave and pickup my food elsewhere. This location needs some more associate training on attitudes and accuracy. Do better please, the community will be better off for it!

Business Owner and Chipotle...