Chipotle Mexican Grill — Restaurant in Foley

First, I will say, we do enjoy eating at Chipotle. Today I ordered through the app, and I won't do it again. When we drove through to pick up, you were out of guac (!!!) at 12:05pm (??prime lunchtime???). HOW do you not have guac in the middle of the day??? She offered me queso (which I did NOT want, but ended up taking) and said there was no way for her to refund my money for the guac. Yeah, it's only $3, but it's the principle involved. She claimed "we have nothing to do with the app" and told me to message customer service for my refund! (?!?!) Also, WHY is there only one person on the front counter to take your order, fill the order, and (sometimes) ring up your order????? When we came into the parking lot, we could see the order line stacked up all the way down the glass to the front of the building!!! The whole process needs at least 3 people on the front (and maybe fewer in the back "cooking"???), and things would flow so much faster and smoother!!!!! The poor initial contact person has to get so frazzled from doing everything for everyone and backing up the customers (who only get more snippy and frustrated and take it out on that person!) The manager at the Foley, AL location needs to take a step back and look at how their staff is placed at any given time, they could really increase their customer base (if, indeed, that is their goal) and keep their customers (AND staff) much more inclined to recommend their restaurant and keep coming back. Our visit, today, however, was a complete exercise in...

From the start, the service was not at all hospitable or friendly. The girl at the counter assembling the food, her first response was “what do you want?”—very dry and short.

My brother and I both ordered bowls with a side of chips, but we had to tell them twice we weren’t together. Not so bad in the grand scheme of things, but this experience only got worse. One of the employees has their child in the restaurant posted up at the beverage counter with Nintendo switches and iPads and all kinds of stuff around her using the beverage counter as a desk?!! Said child would walk to the edge of the counter and peer behind it looking for her parent multiple times. Very uncomfortable and unprofessional.

After sitting down and starting our meal, we both noticed how absolutely stale the chips were. Hard as rocks. Inedible. We informed the staff nicely and they said they would make a new batch but only after having the employees testing them to see if we were correct.. okay, no big deal. After waiting for half an hour and multiple other groups bringing their chips back for the same reason (people that checked out after us because yes, the staff kept selling them) we still didn’t have any chips because the fryer apparently wasn’t on and needed to heat up. This is lunch time. How is your store not ready to make new batches of the few items you offer? Terrible service and horrible experience for an almost $20...

I hate to complain, but after MONTHS of issues at the Foley Chipotle, it’s just time. Who manages this store? Who owns it? It is simply one of the worst Chipotle’s I have ever visited. This store never checks and refreshes their drinks, because they are constantly out of something. 8/10 times they forget to unlock their side door that faces the larger parking lot. The store is ALWAYS dirty and shorthanded behind the counter.

On Sunday, June 9th at 6pm, the store is out of white rice. Alright, fine. Brown it is. Guy has to go to Drive-Up prep to get brown rice. Alright, finally get bowl and go to pay. Regular drink please; We only have large cups. Well, that’s not my fault, but I was asked to pay for the larger size and charged. Okay, fine.

The photos show the overflowing trash cans that haven’t been emptied in a while. The drinks? Empty as shown. So I try the sweet tea canister: Sugar wasn’t added to the tea. Next choice, machine lemonade since the others are empty. Sit down, take a sip, it’s just carbonated water, no lemonade.

This isn’t a one time deal with this store. It’s always something. The guy behind the prep counter was nice enough, but this many always the case with this restaurant. The owner needs to really step up and hire some competent management and give some real training. Store is struggling. It’s basic things that are just not...