Chipotle Mexican Grill — Restaurant in Fort Worth

So frustrated....My family and I have been eating at Chipotle literally every Monday for the past 3 years. The last six months or so the service has been horrible. We always submit our order online and then pick it up in the store. It has become the trend that someone's order will be wrong. No rice, no chicken just the toppings, no guacamole, or salad dressing the list goes on. I try to check my to-go orders before leaving most places, because I understand that there is no way to avoid the occasional slip up, but that is extremely difficult to do when you are ordering a burrito without completely destroying it.

Today when trying to pick up our order it was seemingly slow but we were told they they were out of chicken and we had to wait 10-15 minutes. Which if our order had been prepared by our pickup time shouldn't have been an issue. Then after waiting 10 minutes we were informed that there was also no white rice. So an order that was placed at 5:30 to be picked up at 6:15 wouldn't be ready until 6:30 but the meal that we would be receiving would not even have rice.

We have tried switching locations and that hasn't helped no matter which chipotle we go to it is a 50/50 chance that we will get our order correct.

The meals are not inexpensive, especially when ordering for a family of five, so you expect a certain level of customer service and dependability which as of late we have not received. Ordering food there has become more of a hassle than anything I feel like we should have to make two trips every time just to get what we originally ordered...

First off the whole visit did not go well because the manager on duty either doesn't know what he is doing or just doesn't care!!! The food was good so that's why I'm giving 1 star! I approached the order line and I was not greeted for at least 2 mins and when I was greeted the employee was not very friendly. I asked for 2 bowls one for her and one to go! I said I'd like white rice on both and then I asked for a little more rice on my bowl. I'm not sure if she was irritated or having a bad day but she gave me a look. Then I asked for veggies on the other bowl and noticed there wasn't much rice, so I asked for some more rice, got the same look! Moved onto the condiments! I asked for 3 scoops of pico and the girl immediately looked at me in an unfriendly way(along with every co- worker there) then finished up my bowl with guac! The other bowl got the same with hot and when I asked for guac on the to go bowl I asked that she made sure the guac did not stick to the top so I said please put lettuce on top to prevent that from happening! She looked at me in a not so friendly way again! Then I got to the register to pay and the manager says to me we have to go containers if you don't want yours like that in a not very nice tone!! Might I add that the manager was talking to another employee while the there was a good sized line at the beginning of my visit and did not do anything besides stand in the way of the workers!! Bottom line her is whenever the manager isn't doing their job the co-workers will not do there job and...

I asked for a burrito, I received what I can only describe as a squarito. Burritos tend to be elongated so I don't know what this thing was. I opened it up to see a pretty nice blow out and that was disappointing. I'm not expecting Perfectly plated food but even taco bell manages to keep their food contained in the tortilla. Also, I don't know when they changed the chips or when the recipe was changed or stolen(perhaps by skelator from nacho libre) but the ones they serve now are bad. They used to have crunchy, light color chips and now they have brown and either super soggy or very stale chips. Where is the flavor where are the spices!?! Anyway, after being rushed through the line I asked for a side of chips and guacamole. I got the guacamole but realize I was missing the chips and went back only to find out he hadn't charged them. I didn't bother looking for the receipt and just paid again. I understand things can get busy but for an 8+ dollar burrito your quality should be on par with price. I don't expect gourmet style food but I always see the employees slopping ingredients and shoving the food down the line. It brings me back to the movie Billy Madison. After serving what I think is sloppy Joe's the Lunch lady says she made it "extra sloppy for ya." thats what it feels like when i visit. Slow down, take a little pride in your work. Be better then the lunch lady from a Adam...