Chipotle Mexican Grill — Restaurant in Grandview

Worst experience ever this evening! I placed an online order on the Chipotle website, which is by the way inaccurate with the store's current operations as all orders are digital still due to COVID. Per the website my order would be ready and waiting to be picked up inside the store on the online rack. When I arrived several customers were standing outside in what looked like a chaos and there was a sign stating all orders were still digital. No biggie so I thought. When my daughter got out to wait to get our order she was asked by the staff for a "confirmation number" for our order along with several other customers waiting who along with us had no clue what the staff member was talking about. I provided my confirmation email from where I placed my order and the staff went back inside and came back and stated there was "No order ready for me". Several other customers were also told this who supplied email confirmations. Finally we were told by the staff member who was passing messages from the manager that the store's system had crashed and lost all of the online orders. At that point I asked the staff member if I could speak directly with the manager instead of him passing messages. Finally she came to the door, full of attitude and confirmed this was the issue. At this point I requested a refund as I saw they were presently trying to catch up on orders and literally making all of the orders waiting and who knows how many others. My order was also a large order. I was told my order could not be refunded and that I would have to "Call the corporate office regarding my refund". Absolutely terrible customer service. This woman was rude and in this situation her attitude could have been saved. I will never do...

My experience 3 times in a row was bad. So I give up on this location. I do not recommend anyone patronize this location. The employee even slammed my hard shell tacos down and broke the shells! Why did you do that? I asked for you to make them again.and you turned it I to a big ordeal and you told me I can't get my money back. I never even asked for my money back. I just didn't want my tacos broken! The employees were rude and inconsiderate. Two employees kept giving me dirty looks and copping an attitude. Last time I waited 45 minutes at the register and got nothing but attitude from the cashier. The person preparing or "expediting" the orders seemed like they didnt care about anything. They all moved very slowly at rush time. They have serious management problems it seems. I recommend you go into the restroom and just look at the cleanliness of the restrooms. That will also indicate the cleanliness of the kitchen. I wish I had something good to say about this location, but I don't, and that is shameful!

Qdoba is way better and the people too!

I DO NOT RECOMMEND this location.

You CAN do better. But I honestly don't think...

Unfortunately, this is the only location really close to me, so I've ordered from them multiple times. I'm finally done, never again. It's really dirty. Mobile orders are always, ALWAYS, at least 20 minutes later than the promised time.

The employees are incredibly rude, namely this last time, when they refused to give us the "free guac with purchase". We'd made a purchase. It was sitting right in front of them (it also hadn't even STARTED getting made until about 20 minutes after the promised time, and only after we finally got the attention of an employee... and was somehow still cold?), and the coupon was pulled up on my partner's phone, also right in front of them. Because of an app malfunction, that didn't allow us to put the guac on the mobile order, they said that they wouldn't honor the coupon.

There's always an app malfunction. I'm sure that's not news to the employees of Chipotle, that the company's app developers can't seem to make one that works. I'm sure this happens A LOT. But it's still their faulty product that caused the issue.

The attitude from the girl at the counter was...