Chipotle Mexican Grill — Restaurant in Glendale

I don't like Chipotle, never have, but my husband loves it. It's a real treat to him (I guess when you've lived in Ohio all your life, you don't really know what flavor is). It's been a rough week, and so I agreed to eat Chipotle. I ordered online for the 3 of us, and set pickup time for 9:00pm. This experience goes way beyond "I don't like Chipotle" into the realm of "Is Chipotle trying to go bankrupt?". We decided to give them extra time since it was a Friday and they're usually busy. We showed up at 9:20, and they had not even begun to prepare our order. They said it was because they ran out of white rice right before our order, so they had to cook more. Would we like to wait, or substitute brown rice? Neither my daughter nor I like brown rice, so we decided to wait. After a few minutes, they said it would be about 20 more minutes - they had not even begun cooking the rice. So, let me get this straight - you've had since 8:45 to cook the rice and it's now 9:25 and still nothing? That's correct. At 9:40 they started preparing the order (and I'm thinking wow, that's quick for rice- but it's a restaurant chain, so maybe it's partially cooked to begin with, maybe they have some industrial restaurant rice cooker technology I don't know about...) At 9:47 we walk out the door carrying all 3 burritos ordered. No apologies, not even an offer to comp a side of chips or anything, and really no one really seemed to be ask that motivated to stay employed. 2 customers arrived while we were waiting whose online orders were also not begun. By now, they were telling them they were out of almost everything, when the truth is they just didn't keep on to of it, hoping to go home early. When we arrived home, we soon discovered the reason they were able to prepare our burritos only 15 minutes after starting to cook the rice - we had two burritos literally stuffed with uncooked rice and not much else. It was so hard we couldn't eat it and thought I cracked a tooth biting in. Tried to call the store, but, of course, no answer. That's it, Chipotle, I'm done. Even my husband has no desire to return. You're lucky we didn't get Bacillus cereus from the uncooked rice, because it wouldn't have been a matter so simple as a Karen review, and you would be looking at my face from across...

I have never left a review in my life. I have been coming here for years. My younger daughters and I were trying to order 2 of the exact bowls for each one of us, since they wanted to have something good for school lunch tomorrow. This young man that started taking our orders was not allowing us to order our bowls at the same time. I was a bit confused at first and thinking he did not understand what we wanted. The young man had to go back get another bowl and start it again while we waited for it get to us. He would ask my kids want they wanted again while they waited near the sides. When it came to me, I specifically asked for him to do both of the bowls at the same time so we don’t have to wait any longer. He said he can’t do that to company policy. I stopped the order right there. I might be old fashioned. I’m asking the employee to make my order the way I want it and he is saying no. He says he is following the managers training. I spoke to the manager Rigoberto Gurrola Jr. He told me in studies the way to make the 2 bowls for one customer again is more efficient for them to go back again. I had a quick debate. I don’t know if he tried to appease me by slightly agreeing with me or he actually did. Only he will know that. But what happened to making something the way a customer is asking? I was asking for a basic order nothing huge and the young man would not do it. We left with no meals and they will never get my business again…which we stop there as a family about every other week. Also side note, my daughter noticed the young man say “bro(instead of sir) we can’t do that”. I was already heated up so I didn’t hear that. I’m not your “bro” Chipotle. I do know it’s a common term used these days for the younger generations…..But as a business, it should not be used. Chipotle you need to reevaluate your training, the people you hire, their people skills, and your management. As I said before, I have never left a review before. Wish it could be on...

I love Chipotle one of their biggest fans! This however is by far the worst Chipotle I have ever been too! I ordered my kids a kids meal which they split. One has dairy allergies so I always get the cheese and sour cream on the side for the one that doesn’t have the allergy. They said that it would be an additional $1 each per side! That would make it more expensive then the bol I got for myself! I asked them when did they start charging? They said they have charged for a long time. Knew this was bogus because none of the other Chipotles I go to more regularly ever charge me to put items on the side and when I order online they never charge to put something on the side either. I discussed with them some more and they said they would take the charge off but I am warned for next time. They also took my sides out which I found out when I got home.

Called the manager and they said they would ask what happened and be right back, twenty minutes later they hung up on me.

I left them a feedback and requested a call for corporate because this chipotle is not run well.

UPDATE: After speaking with Minor the GM I was told if the bol is too full that he charges in person. Even though I am not the one creating the bol his employees are doing this and they control how much of each item goes into it. Suffice it to say I will not be going to this Chipotle ever again and I advise anyone who does to go to the one on 83rd avenue and bell rd or I-17 and bell road or really any other chipotle to actually be treated like a human being. Also a bonus asked him why they don’t charge to put it on the side in their app but they do in person was told that this is what he has control over and he can’t control how things are done online. If corporate intended for us to be charged for side items I am sure they would charge us via the app or on the website which...