Chipotle Mexican Grill — Restaurant in Fort Worth

This is long but it’s a juicy and worthwhile read. The moment I walk in, I could tell that all the teenage employees were unhappy and they were unfriendly. I was unaware at the time, but the lid on the bowls were not tightened so the juices leaked and made the bottom of the to-go bag soggy. Then the bag ripped from the bottom and dropped all over me in the car. Went back with pictures and bag as proof and asked for the manager, who happens to be this older Hispanic lady named Christina everyone here is talking about lol. She’s the root cause of this location becoming trash. Here’s why. No greetings or “How may I help you?” She told me to go to the end of the line and re-order. She did not let me finish explaining, and did not care what happened. Did not address the issue at hand and unwilling offered a new bowl. Did not apologize until I called her out on her unprofessionalism as a manager. She then started to argue with me in front of other customers. I explained to her that a good manager will apologize for the issue (improper lid closing), and make the new bowl herself in an expedited process instead of sending the unhappy customer to the back of the line. Employees mix up my re-order and another customer’s bowl and now have to make a third new bowl. Then they put in the wrong rice and beans and have to make a FOURTH NEW BOWL. Manager gives these 16 year olds an icy glare. In front of customers of course.

At this point, I let the manager know that she handled this situation very poorly, and questioned her position as a GM because she didn’t have any qualification on customer service or leadership. I feel bad for these kids who hate their job and probably went through improper training because of her. I feel bad for the corporation that this location has downgraded to a McDonald’s in terms of service and...

12/30/22 I wanted to try the Guajillo steak, so I ventured to this location. The wait in line wasn’t long, but they were out of the Guajillo steak. I chose Barbacoa with fajita veggies, but they were out of veggies. The young lady that was helping me said they were cooking veggies and if I have a seat she would call me up once they were done. I waited, and waited, and waited. I saw them restock the salsa, sour cream, corn, guacamole, and cook chicken but not the Fajita veggies. I went up to the register to follow up and the cashier apologized and started to remake my bowl with the veggies she scraped from the bottom, but then they were out of cheese. By that time I had been there 25 minutes. The cashier goes to ask her manager (Maddison) if they could discount my bowl or give it to me for free since they forgot about me, and the manager had a snarky expression on her face and told the young lady no! I asked for her to come over and speak with me because that’s the least she could’ve done since I was forgotten about and they were ill prepared, and out of stock on essentials. Maddison said, “if you want a discount I can try to text my GM”. I told her “No worries”! As I was leaving, 30+ minutes later they were making Guajillo steak.

Running out cheese and not having meat and other essentials being prepped prior to running out is poor leadership!

This is my 4th time eating from this location (1st time in about 10 months) and 3 out of the 4 times my orders were messed up or the portions were too small in comparison to other locations.

The cashier and the young ladies assembling the food were kind and very apologetic, so that did help with the experience, but the manager needs to learn more about good...

Very disappointed with my food and the customer service. I don’t normally order food and have it delivered but I work two jobs (one from home) and had things I needed to get done before the nights end. I decided to try ordering food through door dash seemed perfectly convenient with my looming deadline. I ordered a burrito with extra chicken and beans light rice and veggies. After the food was delivered I took one bite and thought the rice was really mushy and on the second bite I realized there wasn’t any chicken in my burrito. Upon further inspection it was also missing beans. It was just crammed full of mushy rice and cheese and fajita veggies. Also my side of guacamole was brown. I swiftly called the restaurant to get my options. They said I could refund me, or They could Remake my order and I could retrieve it myself. I explained to the employee that picking the food up defeats the purpose of paying extra to have my food delivered. He sharply repeated that he could remake the food or refund me. Having no dinner at this point I decided to go pick up the order. Once I arrived I waited a few minuets for my food to be ready. When he let me know my remake was available I tried to ask about what could be done about the deliver fee and tried to show him what my other order looked like and he spoke over me to say “great here is your burrito”. He was very short and simply pushed the bag toward me. I definitely got The message he wasn’t Interested in talking to me about any of it or making the delivery fee right. Chipotle was one of my favorite places to eat. I won’t be back again. I can’t justify spending funds someplace where the staff has no respect for their customers...