Chipotle Mexican Grill — Restaurant in Des Moines

I’m not one to leave bad review’s, but after my experience today it’s definitely warranted. To start- why is only one door unlocked to enter the building? And the right side one at that. I asked for a bowl with brown rice, pinto beans and chicken I got white rice, black beans and steak. I repeated myself and said I want chicken, she then tells me it’s an extra charge, I again stated no steak only chicken and she totally ignored me. We get to the other side of the counter - I ask for a TINY amount of hot sauce (let me add she gave me the smallest portions I’ve ever gotten at a chipotle for the other items) she gives me an over filled ladle of hot sauce so at this point the bowl is 50% hot sauce. I then ask for extra cheese, and sour cream. I get literally a pinch (she used 3 fingers to grab it I kid you not) of cheese, no sour cream and she puts guac in my bowl. I stated I said NO GUAC and ask for more cheese 3x- each time a pinch was barely given 🤦🏻‍♀️🤦🏻‍♀️ and the unwanted guac. I honestly don’t think this employee spoke a lick of English, which is no biggy other than if you’re working at a fast food joint you should at least understand the ingredients asked for. The place was a mess, looked like it needed a good deep cleaning and if a health inspector came in there’s no way they’d pass inspection.

Now for the cherry on top, there was a very clearly intoxicated homeless individual being extremely obnoxious in the restaurant. He followed me through the line, made no purchases and literally had a bottle of Hawkeye vodka on the table where he had his lovely smelling belongings strung across. From what I observed this man made no purchases, and staff had not said a word to him while all of this happened. I asked this man to please back away from me in line 2x. No one else was in line, he wasn’t ordering a thing he was purely harassing me and the staff did nothing. He was there before and after I left, I honestly don’t understand why an officer wasn’t called out by staff or at the very least he wasn’t asked to leave given he was clearly intoxicated and had an open liquor bottle with him in the place. I paid for my $15 bowl of hot sauce and steak fat chunks and left. I honestly should have walked out, not paid and left the food in...

My partner went here to get dinner for us tonight. He walked in around 715p and a line of people were standing there not being helped. The staff were working on orders but not even looking at the people standing in line. After waiting for about 15-20 minutes, a manager comes out and says it'll be another 30 minutes as they are trying to catch up on online orders. My partner stood and waited those 30 minutes as they completed all the tickets waiting. He overheard the staff saying that tickets they were working on were from 730 (after he showed up) and they still weren't even looking at anyone in line. They completed the tickets they had when the manager came out with more to work on. This was approximately 745p and my partner finally said something and got our food around 800p - 45 minutes from when he arrived.... But if course not without the staff putting up a big stink about how old the online orders were, despite the people physically there having been there longer than those orders.

While everything we ordered was correct, I wasn't able to get veggies because they had been sitting out for too long and the staff hadn't been able to replace them, and they also had 0 caulirice. They gave us our order for free, but looking at the Google reviews, this is a known and reoccurring problem spanning back at least 6-8 months, so they've had plenty of time to come up with a solution - either don't take in person or online orders when it gets that backed up.

This whole incident reminded me of about 6 months ago when we went to get dinner and there was a sign on the door saying they were only working on online orders and wouldn't take any in person orders. No such sign was present tonight, and the staff also didn't say anything.

0/10 until they figure out how to...

I live 20 minutes away from the Merle Hay Chipotle, and when I got home, my bowl contained no steak. I drove all the way back. An employee looked at it and confirmed it was missing the steak. 🙄He asked me to move down the line to have it remade. I did so, but said it was an inconvenience to have to drive all the way back and was he going to at least apologize? He said no because he didn't do it, and he didn't know who had.🤬 He also didn't offer any compensation for my time or inconvenience. So here is a little lesson about customer service since you're lacking: When a customer comes to you to rectify a mistake your company made, you take responsibiity for that mistake. It doesn't matter if you personally made the mistake. Your store failed the customer so you apologize and offer the customer something to compensate them for their loss. It costs you nothing to take responsibility. It costs you nothing apologize. But it does cost the company you work for a lot because I won't ever eat there again, and other customers you fail probably won't either. The next thing you know, your company's profits are down and your job and benefits are at risk. The other issue is this: have some 🤬pride in your work. It's meat in a bowl. So in the future, don't get upset when customers hold up the line and open up their bags and take everything out to make sure they actually have what you claimed you just put in the bag because we can't trust you or your coworkers' work. TL:DR: Take some pride in your work, and treat the customers you fail with more...