Chipotle Mexican Grill — Restaurant in Fort Worth

Poor service, MOD at 8:30pm on 09/03/2025 was hostile and combative, practiced poor customer service and violated health code.

Came back with an order made incorrectly, waited in the line holding the bowl until it was my turn. I told one of the workers, manager immediately made a face, “was it online or in-store?” I replied “in-store,” she made a more confused face, then said “and you didn’t notice it was wrong?” to which I said “no ma’am, I had multiple items and that bowl was my sisters.” She paused, “how long ago was it?” I answered “about 15, 20 minutes ago, they remember” as I pointed to other workers. “Well do you have a receipt?” and I said “no, it’d be at home”

The manager said “I can’t remake it without a receipt, we’re very strict on our policy.” I said, “I’d have to drive all the way home, can you look it up in the system? I can describe the items on the order” She said “no we’re very strict.” “Is it because you need to be able to prove it was my order?” (as I stand there with one of their items in my hand to return, perhaps I’d understand if I had shown up empty-handed) “No, it’s because you need your receipt and don’t have it.” So, I drove home, got the receipt, and she examined my receipt for quite a while, which felt even more insulting. I don’t appreciate being treated like a liar when just trying to have my order corrected. After handing her the receipt and she identifies the incorrect bowl, she asks for the incorrect bowl to be returned. As someone who as worked in food service, I recognize taking back an item that has been given to a customer (and even left the store, had a bite taken out of it, etc) is unsanitary and a violation of health code. Although I believe she washed her hands after touching my receipt, not enough time passed between her touching the old bowl and remaking my food for her to have washed her hands.

Although I don’t necessarily mind personally, because I think that’s splitting hairs, I do wonder why policy is so important when it comes to the return policy but not the health code. The manager was okay with inconveniencing the customer (through the form of making me drive all the way back home and then back to the chipotle) but wasn’t willing to inconvenience herself by rewashing her hands, or even not taking the bowl back.

After asking multiple questions to test the validity of my experience and my refund eligibility (only to ultimately require my receipt regardless, therefore rendering the questions useless), making faces that implied she didn’t believe me, being hostile and unwilling to work with me in her responses, examining the receipt so carefully in front of me, taking the ruined bowl back despite it being against health code, I have deducted that this manager was on a power trip. Only someone who is wanting to prove a point would risk a violation of health code to make sure the customer wouldn’t get a “free bowl” out of this experience. It’s not hard to use your discernment as a manager and comp out a bowl that was made incorrectly- the store has funds set aside for such issues, and unless this is a mistake you make often, it should be a very small exception to make given it was about $10 of Chipotle’s money. I also wonder what would’ve happened if I said I didn’t want my receipt when they’d asked upon checking out. If your policy is so strict, you should definitely make it a priority to assure the customer gets said receipt. Also, I think making someone who clearly has a question about/problem with their made order should be prioritized by one of the other 3 people working the line up front- if a priority was being put on customer service, the manager would’ve been more observant and pulled me to the side to resolve, or at least discuss, my issue. Instead she made me wait through the entire line, then held up all the customers behind me with questioning and discussion of the issue while the 2 other workers were forced to just stand there. This caused an unnecessary scene as well.

Very unhappy with the manager’s attitude throughout the...

POS children have to be running this location, I can’t post a picture of my order because even though I ordered an hour before they closed. They somehow managed to “run out of food” which is restaurant code for “we are too lazy, have no work ethic, and overall value leaving exactly at closing time rather than making the orders that are paid for by customers who are trying to feed their families who will then have to wait 5 days for a phucking refund.” If the location had actually “ran out of food” they would still have been slammed busy with customers eating in the lobby and the line would still have people picking up orders. However when I pulled up 20 minutes before close to pick up my order times for 9:40 that was placed at 9 there was not a single unfortunate soul in the god forsaken daycare of a restaurant. Wish I was able to give 0 stars because not a single one of you deserve a job above minimum wage. The lack of professionalism every one of your employees has displayed on several occasions from double charging me for ingredients I didn’t get double of, not making my orders, being unable to read a meal ticket, giving me the entirely wrong order, etc. I could go on and on but unfortunately it won’t do a damn thing.

I’m leaving this review to warn anyone who feels like getting dinner here to not order anytime after 8pm because the children running the show will already be putting all the food away so they don’t have to work or stay even a second late. So they will basically tell you to phuck you and your family because the job they were hired to do is an occupation they lack the work ethic to perform. It can’t be even put into words how much garbage the people occupying this place consist of. All of you should’ve been swallowed, unlike the food yall refuse to serve yet are more than happy to take payment for so your paychecks can afford a wage higher than $7.25 an hour.

Shhiitty phucking...

These last two times I've had a very bad experience at this chipotle. First time I was charged double meat although I was not given double meat nor I didn't ask for it, but the customer in front of me did. That wasnt an issue for me, mistakes happen. But when I looked at the receipt and noticed it I told the cashier, she said "You got charged double meat because you had double meat" I said no I didn't nor did I ask for it, she asked the server (distrust) the server said "No, that was the other guy in front of him". Then they got the manager involved and he was even worst. He asked me if did you get double meat? I said no, I didn't get double meat, I didn't want double meat either. And then he asked me where my plate is! As if I'm lying, He asked me too did you already eat? I said I'm halfway done so he made a face and said before giving me a refund. There were no apologies, no kindness and no sense of custimer service.

This last time I ordered chicken brown and they ran out of chicken among other meats, they started rationing the chicken instead of giving the full amount. It was a small amount and the chicken looked burnt, they offer nothing to make up for it. And I can't tell which ingredient has too much salt but this bowl is...