Chipotle Mexican Grill — Restaurant in Ellisville

2 months ago, we ordered carry out. When I got home there was almost no edible meat for me to eat. I took it back with the long fatty pieces and was met with a defensive confrontational manager. Here is the letter I wrote to cooperate and received NO contact from the store manager. Cooperate apologized and sent a gift card, but I feel like local store needed to recognize the problem. It seriously was harassment.

Restaurant Name: Ellisville

I would love to speak to someone in person about my experience this evening. I am 47 years old and I have probably made 5 formal complaints in my whole life. I am not a hard person to please, I very much understand that we do not live in a perfect world, and I am a very forgiving person. I would like you to understand that I have worked in the restaurant business and customer service industry. My family and/or I eat almost weekly at this restaurant. Earlier today my son brought me home a bowl with pork. There was not one piece of edible pork. I am not a person who complains or goes out of my way to point out things, but today there was zero meat it was all fat. One piece was a 6-inch long piece of fat with no meat to pull from it. When I removed all the fat there was no meat left in my bowl. I decided to take it back and show the manager the food because it was so out of the ordinary for what I have ever experienced in your restaurant. I was told the manager on duties name was Morgan. She says, with a condescending tone, "The meat comes pre-packaged and we can't help what you get." I opened my package and showed it to her. I said, "This is pretty extreme, you don't expect that if you see this you wouldn't put it aside and put better pieces in the bowl." Her tone never stopped being condescending and she was extremely rude. She clearly thought I was being unreasonable. I would have expected from a manager to say, "I am so sorry that happened, I will make you a new one." It really is that simple to me, but she was completely defensive and rude. I got a new bowl and ordered a burrito for my husband. When I went to pay, Thomas (a guy with short dark hair) came out to take my payment. He brings up my conversation with the manager and feels like he needs to "reprimand" me by bringing it up again. He tried to educate me about the fattiness of the pork. I said, "I understand pork is fat, I order it all the time, but it has never been like this. He says "just because you are on that side of the counter doesn't mean we have to do what you want." I said, "Ok then refund all my money, I don't want any of the food." He took my new bowl and my burrito dramatically threw it in the trash. I grabbed my card, then he comments "Wow you just grabbed your card rough from me." As I turned to walk away, Morgan, the manager, in her condescending, sarcastic voice, and a fake smile says, "bye have a nice night." Then all the employees laughed. Now, I realized when I went to go take the survey you need a code from the receipt. Thomas threw my receipt away. I have never been treated so poorly in...

I am a loyal customer of Chipotle because it is one of the only places around that has fast and healthy food that I don’t have to cook myself. My husband and I go at least once a week, so the employees recognize us. You’d think that they’d want to keep us as loyal customers, but every single time we go I watch as they pile on food on the online orders and give me about a third of a serving of rice, beans AND chicken. I ALWAYS have to tell them I need more. But GOD FORBID you ask for more meat, as that is an up-charge.The portions are MAYBE acceptable for a small child. I am at the point that I am willing to drive all the way up Manchester to the Des Peres location due to constantly being ripped off AND having to wait countless minutes for the online orders to be filled in front of us before they finally decide they should serve the people who were actually not too lazy to get out of their houses to walk in and order their food in person. Management needs to figure out how to fix the catastrophe that is ordering food at chipotle. I realize it is not the employees fault that they have to fill online orders, but they could at least be understanding that we are paying for food, so expect to get enough. They could also have the decency to apologize for long waits or at least thank us for our patience. Clearly this place cannot handle online orders as well as in person orders seeing as they regularly have to close to fill online orders only. Which is doubly infuriating. I’m so over the disappointment. It’s obviously too much to ask that this place provides a decent experience after the umpteenth time of going. I wish I could give 0 stars....

I went here to order some food before work. I ordered the kids tacos, asked for a side of sour cream and the man said no. He said he wasn’t going to get fired over a policy that said they aren’t allowed to give out sides. I had only been to chipotle twice before in my life, two different locations and ordered the same thing from both with no issue. He said it was an issue and I would have to upgrade to an entree to get a side. My friend was already ordering and entree and said I could have her side. He said “no you can’t do that” I asked why. To which he said “because I said so” rudely. Then when I was trying to ask him why there was such an attitude towards me since I was nice and a customer, he got aggravated and said he was the Gm and not going to get fired over this. Which would be understandable if he were to not say no to my friend giving me her side. He said “you’re not used to being told no and get whatever you want” and I told him to stop talking to me like that. Another employee was doing our check out as one ticket between me and my friend, while I was doing that, the GM put sour cream in the cup and threw it at us from across the counter almost sending it to the floor.

We checked out and left. The employees would not give out...