Chipotle Mexican Grill — Restaurant in Granbury

I recently decided to try out the app Eiber Eats for lunch while I was at work. Worst mistake I ever made. I ordered my food through this app and was told I would have my Chipotle deliverd in 40 minutes. So one hour goes by no Chipolte, I tracked my food and they said it would be another 30 minutes. Then another 30 minutes went by, still no food. So I finally called Chipolte in Granbury spoke to katie, she said that they never received my order. So at this point I was very upset. Katie how ever was absolutely amazing. Katie explained that this has happened several times with Euber Eats and not to worry, she would start making my order and since I was about to get off work I could stop by and just pick it up. I did exactly that, when I got there she was apologetic even though it was not Chipolte's fault. She also told me since Euber Eats charged me $21.76 for my food and never delivered and would not refund my money, there would be no charge on my order. It was extremely nice to know I would not be out twice. Katie was absolutely amazing and I hope that Chipolte realizes what an incredible employee they have in katie. Chipolte in Granbury is outstanding and I will reccomend to everyone I know that this is the place you want to go when your hungry. Great food, but mostly great customer service. With people like Katiey you will have the best experience. Because this is how customer service is done. 5 stars to Chipolte and 5 stars to Katie. I hope they give her a raise for oustanding customer service. Thank you katie and Chipolte for taking a negative and turning it into a great experience. sincerely, Mark Leet...

It takes a lot of disappointment for me to use my time to leave a review of a restaurant. This place is pretty hit or miss for me, but we still return once a week at least. Tonight, I am so disappointed I’ve decided to be honest. I purchased online, two kids meals and a burrito. My husband picked up the food and walked out without my drink. I said where’s my drink? He said I asked for your cup and she looked at the bag receipt and said, “ Um nope. You didn’t pay for a drink.” I walked in and said I purchase two kids meals, they come with two drinks. A different woman apologized to me and gave me the items. Upon arriving home I noticed everything else. (I should have checked I guess.) We also hadn’t received our sides for our kids meals, there were no chips and no fruit which is what I ordered. There was also no silverware or napkins (you can’t get your own anymore since corona so it’s usually in the bag). After opening the food, the tortillas in the kids meals were as hard as chips which came in handy so I had something to eat my guacamole with, but my steak was so hard and dry my small child (he’s one) couldn’t eat it. I’m just so upset that this is okay and falls on deaf ears. I also went in last week and my order was thirty minutes late, but I was courteous and I told them not to rush, not to worry, it was okay. The person making my food last week didn’t know how to prepare a kids meal, I had to explain it to him. I believe all of these things go hand in hand with poor management...

I've eaten at this location since they opened and have always found it to be a pleasant experience until recently. I've been told there has been a change in management. I don't know what happened to the previous manager but I miss her. Everyone was always very pleasant but now we are being told "no" to simple logic without any explanation as to why. I have food allergies and have always been allowed to carry my bowl to the register so it doesn't come in contact with food on the prep counter but now I have to try and persuade the manager to let me while holding up the people behind me. My daughter has always gotten a small side of rice for her 4 yr old but is told now that she must get a large bowl of rice. It isn't logical to waste a large bowl of rice. I don't understand why things have changed but unfortunately I will probably eat elsewhere. The employees also seem less happy which often has to do with management. Maybe the manager is just doing what she's told, but it would be nice if it would go back...