Chipotle Mexican Grill — Restaurant in Decatur

I walked in to order and immediately the service was HORRIBLE! I stood there a good 12 minutes while a young man came from the back and made what appeared to be a personal bowl (I was the only customer waiting at the time) about 4-5 more employees looked at me from the back without any acknowledgement, a young man at the register having a conversation with a customer who had already paid and gotten their food and a manager that just kind of wondered around; all without anyone saying "give us one moment" or "we'll be right with you". Finally, when the young man decided to end his conversation, he walks over, puts on gloves and says "What can I get you?" I ask for a rice bowl which he puts an acceptable amount of rice in. He gets to the chicken and gives me a half of spoon full. I ask for a little more and he says "Do you want double?" I say no, I just want a full portion. He says "MAAM

DO NOT EAT HERE

I would never go to this Chipotle agian. Last night I decided to go to the Chipotle in Toco Hills due to the fact that it closes at 11. I ordered the food via the Chipotle app and spent 33 dollars on my food. The estimated time that the food would be ready was at 10:00pm. I arrived at 10:10pm. Upon arrival there was 2 door-dash delivery men waiting to receive their orders. There was one Chipotle employee that was in the store. The door-dash men began to show their phone and door-dash bag to show they had orders however the employee only gestured that the store was closed. He did not come to the door to see what we needed or tried to help. The door says the stores Hours of Operation are 10:45am to 11:00pm. Other customers had arrived attempting to get the food they ordered and one customer wanted to order but I had to let them know they were close. Today I went back to the restaurant to tell a manager about the poor customer service and the money that I lost. The manager Lavelle apologized for the complications and told me to go through the app or call a 1-800 number to get a full refund however he was unable to tell me how to do it. He only advised me to so it through the app he could not compensate me right then and there. After figuring out how to get ahold to a Chipotle customer service representative they issued me a refund that I have to wait 3-5 business days to receive and gave me a BOGO deal which still requires me to spend money. This all was an inconvenience to spend money on food that I never received and for the employee to not acknowledge the customers who were standing outside. Customer service 2/10 the manager was pleasant however had no direction on how to get my refund I will never go to this...

I don't come here often because the service usually stinks but made the mistake of making an online order last night and my feelings were confirmed.

My pickup time was 7:20pm and I arrived right at that time. There were already 2 people waiting and multiple people in the walk-in line. The cashier asked me if I had a pick up order and I said yes and gave her my name, she walked in the back and came out saying it would be ready in a few minutes. Okay, I thought.

15 minutes later after patiently waiting and watching probably 15+ customers come through the walk-in line without any wait while the pick-up group grew, I peer into the back and see the one guy making all the online orders and 5-6 people handling the walk-ins. I also notice 3-4 bags of food sitting on the shelf in the kitchen so I ask the cashier if I can just go back and get the food, at which point she finally goes back and gets orders for the 4-5 of us who were there waiting.

All this and for my order of 2 salads, I got home and my bag had one container of salad dressing that was less than half full. And I made the mistake of putting a 15% tip on my order.

To add insult to injury, I complained through the chipotle order rating system and their response was to give me a complementary drink credit in my account to be used within the next 30 days...when my original order had no drinks, and I have zero desire to have a sugary soft drink in my life.

Clearly this location is already poorly rated so I have little hope that this review will make any difference but if I were you, I'd roll to the Willy's a mile down the road at Briarcliff because their service has always been on-point for me and the food is just as...