Chipotle Mexican Grill — Restaurant in Frisco

If you do carry-out here, always always always check your order. I've given up on this place. Tonight, the middle-aged pick-up lady got straight up aggressive with me when I politely asked for the chips that she didn't include with our order (which we had ordered). Luckily I had the foresight to check my order while still at the window this time, as SO many times we’ve gotten all the way home only to find we’re missing parts of our order. She said we didn't order any and I said yes, we did, and I showed her the order that said we had ordered chips.

I wasn't yet upset at this point, I was totally calm and just wanted to get my food and get out, as it had been a long day. She said I must be confusing chips with the 'kids chips' in my son's order, as if it were the first time I was at Chipotle 🙄.

I said no, we ordered chips. She then saw that the chips and guac were on the order on my phone, and acknowledged that, and then my screen locked and she insisted on my unlocking it two more times so she could see in, which I obliged, although I was a little irritated at this point because she was talking to me like she was a cop in front of everyone! She acted like I was the one who effed up when it was right there on my order.

(ETA: I read some of the other reviews here and this is the same lady other people are referring to in their reviews!)

She then said it was because the chips were a 'promo' they didn't get printed on the sticker. Lady, seriously, I don't know two things about you and your sticker, that's employee stuff, I am just trying to get my dinner home. The reason it was a "promo" in the first place is because you didn't give our chips the LAST time we did a pickup, which is why we were sure to check this time. It was merely a credit for the chips we paid for last time and didn't get.

After she confirmed for the third time that the chips were indeed on the order, she got all huffy and pointed to the sticker on the side of the take out bag, and said the sticker didn't say "chips" She "gave" me the chips we ordered and talked all angrily like she was doing me a favor by giving me the food that we ordered and paid for, which was really irritating. She just would not shut up about it. I don’t work at Chipotle, I don’t know what you’re talking about and frankly, I don’t care. I just want to get my food and gtfo.

I took my bag and started walking off and she literally raised her voice at me at the pickup window again about her sticker, like she wanted to fight about it, or she wanted to yell at me as I walking away as if she was really telling me off or something. 👏👏👏

It just didn't make any sense to me. It was the weirdest thing, like she was on testosterone or something, and I am really sick of people acting like this. If you hate your job, find something else. The food isn't free, you're not running a charity where we all should give you a round of applause for giving us the food when we freaking PAID for it. No one does that at other jobs.

She took this so weirdly personally, and in front of my son, a child (who was very freaked out and uncomfortable) and whomever else was at the restaurant. Very unnerving.

I get that customer service jobs suck, most of us have worked them at some point in our lives-- you're not the first people on earth to ever work at a fast food joint. I was absolutely patient and respectful until you started getting confrontational-- that was uncalled for. I’m not standing there and taking that.

Good luck, lady, I think you’re going to need it especially after reading the reviews of others who have had the misfortune to be on the receiving end of your spite. Sure hope you looove your career working the Chipotle pickup window because you’re definitely not employable...

This location needs to be SHUT DOWN immediately and evaluated by the city for code violations! I never write bad reviews but my experience in this location last night definitely warrants it! I walked in and immediately noticed how filthy it was. Trash everywhere, none of the tables were cleaned off and garbage cans filled to the brim with garbage. Within 60 seconds, I hear a man in the front of the line shouting at the cashier saying she was extremely rude and disrespectful and he has never been spoken to the way he was just then; he left without any food. While standing in line, there was an older gentleman that appeared to be mute and or deaf approaching customers and handing them a form to sign and was asking for donations of $20.00. The staff saw this and did nothing about this. IMHO this type of solicitation should not be allowed inside of a restaurant! Once I order my food, the girl serving the food was very rude. She shouted at me and completely ignored my requests. When it was time for the toppings, I was told by the next worker they were out of cheese and corn salsa (which are my favorite parts.) I understood and kept it moving, but the folks behind me did not. Once the young men behind me in the line got to the worker adding the toppings he told them as well about the things they were out of and they no longer wanted their food. The worker got irritated said she'd keep the bowl for her boyfriend while the other worker put all the meat from the tortilla back into the food containers. I then told the worker it may be a good idea to inform customers prior to starting their order that they are out of cheese and corn salsa, obviously that's a deal breaker for some. The work stations in the back were filth ridden. Yes, I should have walked out, but I had waited so long and decided to stay and get my food. DO...

Update: I was able to submit feedback on the website, and received a reply. They did give us coupons for 4 free burritos and kids meals, and assured us that they would follow up with the store directly.

Probably won't be going back to this location. I ordered dinner for the family Sunday night via the app. When we arrived for our 5:45 pick-up time, the order wasn't ready as they needed to make more chicken. We finally left at about 6:20 with our order.

When we got it home, they had not put cheese on any item (we did verify that cheese was ordered correctly). This included a kids quesadilla. There were just two dry tortillas instead. In addition, 3 burritos didn't have cheese and the other kid's Build Your Own (BYO) taco didn't have cheese. The BYO tacos were supposed to have crunchy shells, but soft were provided. Finally, there was a chocolate milk in place of an apple juice that was ordered.

My husband tried calling 3 times that same evening to give them an opportunity to refund some of the charges, provide a coupon for a future visit, or even just apologize for the errors. Nobody answered the phone any of those three times. Eventually, it self-disconnected; there was no way to leave a message.

If any one or two of these mistakes had been made, I probably wouldn't have spent the time leaving feedback, but with everything that occurred and no chance to talk to the store directly, I thought I'd share my experience with others. It seems that they have truly earned their 2.0 star rating at...