Chipotle Mexican Grill — Restaurant in Georgia

I love Chipotle, I really do. Stellar service and superior quality food has always been a given every time we visit other locations. Not this one. Pretty bad experience.

Purchased a burrito from app, picked up in drive-thru. A few minutes later after carefully opening the foil, a pile of rice, beans and steak just dumps out the side. Huge hole in the side of the burrito wrap. Not a tear or a small split. A gaping hole, with all the innards spilled out and smashed between the burrito and the foil, all the way around. No possible way the burrito was wrapped in the foil without that being seen. Maybe they just think people in drive thru won't bother enough to drive all the way back?

Upon further inspection, the rice that had spilled out looked hard/undercooked. Against my better judgment, I grabbed a small portion to test. The entire portion of rice I tried crunched with each bite. I felt both of these things merited more than enough to drive back to request a replacement, and to inform the manager that the rice they were serving was severely undercooked (or old/dried out? Who knows).

Arrived and waited in line. Got to the counter 15 minutes later and asked to speak with the manager. Showed the manager the burrito, expressed politely the dissatisfaction with the careless wrapping (which he acknowledged), and then explicitly mentioned the (larger) concern with the rice. He simply said "we'll remake it" and tried to send me to the back of the line. [Note: As a customer, who had already gone through the process of going through drive-thru, receiving a sorely sub-par meal, having to drive BACK to the restaurant, only to wait in line, then be told to go back through the line again, by the manager, is baffling to me. 45 minutes had passed at this point.] I politely explained I had already waited in line just to speak with them and they should go ahead and resolve things right then, to which he hesitantly acknowledged. He passively motioned for the staff to take care of the replacement, completely dismissed my comments on the rice, and left to the back.

Got back to the house and started eating the replacement burrito. First bite, yet again, filled with crunching. Yep, it was -still- the rice. Grains literally stuck to my teeth. $12 horrible burrito in the trash, and 1 hour later, I've resigned myself to a bowl of cereal for...

Absolutely horrible service. The guy who made our food got upset we wanted steak and were willing to wait. Gave attitude and was slinging food around until I looked at him sharply in disgust. He later thanked us for our patience and walked off. The young cashier was either completely new or just a miserable person as she was both clueless and disinterested in ringing up our food correctly. She was told by the gentlemen that made our food that we'd ordered a kids quesadila. My wife told her it was wrong when she rung it up. She gave us big time attitude waved us off and continued saying it was correct. I told her it was not. We paid for it and the receipt came up as a full sized quesadilla meal. When we pointed this out she huffed and puffed and stormed off to ask someone what we were talking about. After a few minutes and black lady who was willing to at least came up and asked what was wrong. The young cashier huffed, rolled her eyes and walked away. The manager (presumably) began to tell us the process to remake an order 2x before making the size quesadilla we ordered. They then repackaged our food. Removed the condiment containers my wife asked for, took out the extra tortilla from her order. Gave us a banishing our food, no one apologized or even acknowledged what was happening. Didn't say by, have a good day or anything. Just moved onto the next order as I was still standing there. Absolutely the worst Chipotle I've ever been to. 100% better service at Cumberland or kennesaw. Stay away from the rude and incompetent people here. Just go to Moe's accross the street.

Quick update. I ordered a steak bowl as my meal. After dealing with the attitude and waiting for the steak - I was either given the wrong bowl or my bowl was purposely made without steak. I have a veggie bowl without the veggies I ordered. The more I think about it- the more this looks like it was done on purpose. This Chipotle is GAWD...

Worst experience I have ever had with Chipotle. Do not order anything within the last hour of closing time. Ordered through the app with a completion time of 9:30 pm. I pulled up in the Chipotle Lane at 9:32. I forgot to order 2 tortillas and asked if I could purchase some at the window. There was no one in the drive thru behind me and no one inside. The manager says no. I asked can you please just do it this one time? She stated “ No, you have to come in and purchase it.” I have ordered tortillas at the window before. I wasn’t asking for anything for free. It’s less than thirty mins left until close with no other customers that is being served and Chipotle can’t simply get 2 tortillas out the window for a customer that is willing to pay? Poor customer service altogether. Along with that issue, they left off the lettuce on my meal, there was hardly no rice in my bowl and I asked for extra, I used my birthday coupon to get chips and guacamole and the chips were stale, the food was extremely cold by the time I got home from a ten minute ride and lastly, on the sticker that is used to seal your bag there were strands of hair stuck to it. Yuck! That is very gross. I didn’t finish my meal and I had to throw the meal away after seeing that. See photos below. Those hair strands matches the manager of Spanish ethnicity that refused to get me those 2 tortillas. There is no telling what else was nasty about my meal that I didn’t know about. I get that it’s the end of your shift and you are tired but as a patron of I still deserve hot, fresh food & for it to be correct as it would be any other...