Chipotle Mexican Grill — Restaurant in Fort Smith

we placed our mobile order at 6:00, it said our order would be ready for pickup at 6:40. we show up at 6:30, a little early, and the employee tells us it’s not ready yet and to come back when it is ready at 6:40… we pull back around at 6:45, giving them a little extra time and she then tells us they are behind on orders and it would be another 40 minutes… we ask how we could cancel the order and she tells us that we could “probably” use the app or call the hotline but she “doesn’t know how that works” we try to use the app and it won’t allow us to cancel due to the reasoning being pickup time. we come back 45 minutes later, she then tells us our order is still not ready and we have 3 orders ahead of us and to continue waiting. we wait ten more minutes and get back in line. she tells us there are still two orders ahead of us, then corrects herself and says “no, actually it’s saying there are four ahead of you. i’m not sure where those came from.” and to be honest, is totally clueless. we kindly explain to her that we’ve been back MULTIPLE times at this point. we even went home. and all we want is a solid answer on when it’ll actually be done as we’ve been told the wrong answer four times. all of this could have been prevented if they had given a solid answer, the problem wasn’t waiting.. we expected a long wait due to it being the first day and NYE. the problem was that we were given the run around all night. we continue to talk with her and the only answer we get out of her is that they are going to close at 8 if that tells us anything about our order. it’s 7:47 at that point. we asked for a manager after that and ask if we will even get our food as they close in 13 minutes, she says “i will leave that up to your judgment but yes we do close in 13 minutes and will not be making orders after that.” and her only explanation to us not getting a solid answer on when the order may actually be ready was that it was a lot of the employees first days with no previous training but also their first jobs… very kind of management to throw out their teenage employees with no previous jobs or training during the grand opening on a holiday! in conclusion all of this could’ve been prevented if they had been prepared for a grand opening on a holiday, properly trained the employees, been honest about the wait times and met the most basic customer...

I am a frequent diner of Chipotle since 2005. Chipotle is known for their burrito sizes, as it should based on the price. Most all locations will give heaping amounts or if you ask for extra they will add a good amount extra. The Fort Smith location is not this way. I always let them know I do not get much on my burrito and I would like extra, while they do give extra its in very small increments. Most times visiting this location when i ask for extra rice I always have to say more about 3-4 times and its still not the equivalent to that of other chipotles. All other things are the same way. I normally will check to see who is working, as there is one guy who will make them as they should be, but if he's not working I will try to avoid.

Tonight I really wanted chipotle and I mentioned to the manager, I guess, that the serving size was pathetic for a chipotle. They informed me that this is the proper serving size. This is just plain untrue from frequenting other chipotles around the country and AR/OK. She mentioned how i should next time ask for more and I explained how I asked four times and each time was such a tiny amount that we would be there all night. But to say that is a proper amount is outrageous. I guess every other chipotle around the country is wrong in their amounts given and only fort smith is right. I guess being wrong also actually leads to retaining customers, busy restaurants and having better reviews.

If you go here expecting a normal sized chipotle burrito you are going to be disappointed 9 times out of 10. That 10th time will only be because the one guy I mentioned above was working. As you can see by the 2.5 * rating at the time of this feedback this chipotle has struggled since its grand opening. It might be time for them to pay attention to feedback as its pretty sad the lack of customers you see when going to this location and it is warranted.

If in/new to the fort smith area, go to Pad Thai or any of the other local Mexican restaurants available if you want a good amount of food for what you pay, because you will just leave...

To the Owner/Franchise Owner: I’m speaking for all of Fort Smith, Arkansas when I say we were SO happy when a Chipotle location opened here because the majority of us have eaten at Chipotle somewhere across the United States & loved it. My family & I ate at this location the week after you opened in Fort Smith & it was awful (for example: most employees were rude, seemed as though they hadn’t been trained, the steak resembled dried up rocks mixed with pieces of fat, the seating area was a total mess, etc). We gave the benefit of the doubt b/c it was shortly after opening & assumed after being open longer & getting some experience, things would turn around b/c we had never eaten at a bad Chipotle. Just for reference, we’ve eaten at Chipotle’s in probably 18-20 states (all of which have had consistently fresh food, friendly staff, & are kept clean). We tried the Fort Smith Chipotle again last week (after waiting 2 years since our last bad experience here). We were shocked that it hadn’t gotten ANY better… Zero improvement. If anything, it’s gotten worse since opening. This review isn’t even about portion sizes (although we placed a to go order, paid $5 for extra steak, & didn’t receive the additional). It wouldn’t even have mattered b/c the steak was awful… like it had been sitting there all day & we got the scraps. Please read the many other negative reviews from tons of other customers also saying the place needs cleaned, the food does not taste fresh, most of the employees seem to hate their job or not understand their job duties or even greeting customers and keeping the restaurant clean. Whoever the Owner/Franchise Owner/Whoever is in charge needs to be here in store more often & get these things corrected b/c we want a Chipotle here BUT we want a Chipotle that’s up to the same standards as all the other locations (b/c Fort Smith is not even close). Please make changes and turn this Chipotle around. (Not trying to be rude.. this is constructive criticism from one business owner...