Chipotle Mexican Grill — Restaurant in Grapevine

Dear Chipotle Customer Service,

I am writing to express my concerns regarding an unpleasant experience at your Grapevine Mills location on Friday, August 30,2024

During my visit, I ordered a steak bowl to go and requested that my lettuce and sour cream be placed in separate containers as I planned to eat them later. The staff member preparing my bowl complied with my request for the sour cream but was stopped by the female cashier when I asked to have the lettuce placed in a red container. The cashier informed me that this could not be done, so I agreed to have the lettuce added on top instead.

After paying, I reached for my receipt as the cashier had walked away from the register. The cashier then yelled at me not to touch the receipt. When I asked for her name, she claimed that employees are not allowed to provide their names, which I find difficult to believe.

I attempted to take a picture of the receipt for reporting purposes, but the cashier brought the manager on duty. The manager dismissed my concerns, asked me to delete the picture, and I complied while he was present. I then requested the manager's name, but he also said they are not allowed to provide their names. Additionally, when I asked for the corporate contact number, the manager initially provided an incomplete number and then returned with a revised 800 number.

By this time, another customer had joined me in waiting and expressed that the staff’s behavior was unacceptable.

I am requesting a formal response to this situation. If you are unable to assist, please forward this complaint to the appropriate department.

Thank you for your attention to this matter.

I emailed your store and did not...

I order my bowl online, so when i got off work i could just get my food on my way home. when i arrived at the store late for my pickup i was expecting my food to be waiting for me. but the staff hadn't even begun to make it. i waited for 15 minutes while they attended to the multiple online orders, and they made mine last, even though i was the only one there, no one in line, no one else picking up food, it was just me, waiting for my food. when i finally got my food, i thanked them, went home, and discovered that they had either mixed up the orders, or just didn't read what was written on the ticket, i tried calling the store to discover the store doesn't answer their phones (company policy). i drove back to the store with the misorder, and the gentleman i assumed was the shift manager inspected my order so intently like he was checking for a fake ID, then asked "so what do you want me to do?" i want my food sir, I'm hungry. I could've forgiven all of this, mistakes happen. but then the girl making my order, and it must've been her first day, was barley giving me any food in my bowl. when i asked her to please give me a full serving, she said i would have to pay extra. i asked her to cancel my order and to give me a refund, only to find out they cannot give refunds at the store (company policy) so i took my food and went home. i was too hungry and tired to deal with the situation, and if i had stayed any longer i would've exploded. long and skinny of this is go somewhere else, there are plenty of chipotle around, with better service....

First of all I thank God for the day and blessing me to be here on this Earth One More Day and God is good all the time and all the time God is good. Well we decided to go to Grapevine Mills shopping mall is pretty crowded out there but I know school with your starting back again and he's going to be a lot of people out there we enjoy the time that we was out to the mall. So we took I will granddaughter out there to the mall she's 1 years old she just a doll just recently start walking she make us so happy I know I can speak for some of us on here. I love being a grandmother I know I can speak for others as well this is my first time ever been to this Chipotle Mexican Grill very friendly staff I was very pleased the food was excellent The Taste was right on point for me I really don't eat that much but this is a long time since I had Chipotle. I was very satisfied of the meal that I purchase for my dinner and I also I had some guacamole and the lime chips pretty good I say they have this salsa and I'll try my best to eat it but it is kind of spicy I guess for me it's a little bit too spicy some people love spicy and that's all good for them I just wish sometimes I can eat a little extra spicy. I gave him a five-point star another satisfied customer and don't mind going back to Chipotle...