Chipotle Mexican Grill — Restaurant in Greenwood Village

We placed an app order for 2 steak bowls, 4 side tortillas and a side of guac. Upon arrival a couple minutes after our pickup time, we were informed not only was it not ready, but they hadn't started it yet. Not a huge deal, not in a big rush, would only be a minor annoyance but for the headache that followed.

When they went to start, we were informed they were out of steak. It was over an hour before closing and they didn't even give an option to wait for the next steak batch, the employee just said "We don't have steak, you can substitute another meat or we can just not make your order and you can get a refund on the app no problem". Since the Belleview location is close we decided to go there instead and get our steak.

Before we even left the parking lot, the app status switched to "order ready" which was clearly false since they didn't have steak. Then my wife spent half an hour arguing with the automated customer support chat bot and while it did refund the burrito bowls, it refused to refund the side tortillas or tip even though we didn't receive ANY of our order because it could only refund "impacted items". Apparently even if they refuse to make your main item, they still expect you to happily eat tortillas for dinner?

And we had used a reward for a free side of guac which we also couldn't get back because it wasn't "impacted". And it's apparently impossible to get connected with an actual human on their customer support portal, just an AI chatbot. That's the main reason for this review, hoping some actual human with common sense might see and remedy the obvious issue.

At the end of the day, net of the partial refund, we're still out a few bucks in exchange for receiving absolutely zero food from this location and being inconvenienced having to drive to another location. At the end of the day, the few dollars aren't a huge deal, it's just the principle of placing an order, receiving nothing and having to fight with a chat bot forever to not even get a full refund.

UPDATE: You can't make this stuff up. After having a bad experience largely driven by a worthless AI customer service chat bot, I get an immediate reply "from the owner" that's just another bot giving me a link for how to talk to the first bot I was complaining...

I am rarely one to share feedback but I do hope this is something that gets to atleast the DM of this location. 5/23 around 4:30 PM I arrived to this location that is in my neighborhood but not closest. Super clean location when you walk in and it looks like it one of the older designs, so kudos there! When I walk in there are 2 others in line infront of me, one just waiting to get taken care of. I noticed the young lady in the front making burritos moving a long ticket down trying to make that large order while make the guest order in front of her. Seemed like the online order build station wasnt in use. Either way the young lady kept pushing thru trying to keep up with the demand. While she was taking my order, the person's in front of me order and also the grumpy old man, a few patrons after me, she always made eye contact and had a smile. I sat and watched the team around her work. The one guy in the back, prepping, kept refilling the station, the cashier, seemed new and not guided, and the online order maker, just slow and not helping. The manager finally stepped out after 9 or 10 patrons went through the line and the line was at 4 deep. The yound lady was Flor, I had to asked her age (17) because she looked young but worked like a beast with years of experience. Take care of this employee at all cost. I've been in the industry for over 25 years and employees like Flor are not a dime a dozen anymore.

Flor if you are reading this, keep up the great work! You have a very bright future in whatever industry you choose to make...

In the interest of saving space, I’ll only focus on today’s fiasco. Ordered my Chicken burrito through the app with white rice, pico, sour cream, cheese & guac. That’s 6 ingredients excluding the tortillas (without it, it wouldn’t be a burrito). For the first time (been here 3 other times this week to pickup an order), my order was actually prepared when the app notified me, but like every other time, it was still behind the line and not on the shelves where they say it will be. I’m handed my bag and I head back to the hotel. 3 bites in, I realize that my smaller that typical burrito is such for a reason. No pico, cheese, or guac…literally half of the ordered ingredients. Drive back, and the woman other reviewers referenced asks loudly while I’m still 15 ft away “what’s wrong”. I describe it and she has someone else remake it, however they’re now completely out of white rice and it’ll be 15 minutes. She and her “manager” informed be that it’s not they’re fault, that there was none made this morning when they got in. Seriously?! Way to own it kids. “Put an extra scoop of chicken on” she says, gee, thanks. Whoever the GM/DM is here should really consider a mulligan on this location’s staff given everything I, and many others have experienced. And please don’t waste the time to ask me to review this location on your website, it’s being done...