Chipotle Mexican Grill — Restaurant in Holladay

HORRIBLE customer service. They made our order wrong and left off the guacamole from one order, didn't do double meat on the other order, forgot the tortillas on the side, and same with the ranch. The phone system doesn't connect to the store, it connects to an AI system and you can't even talk to a person. We filed the complaint online and it just sent a generic apology email in response. This purchase was only 2 days ago. We went in to the store to talk to them in person because the phone and online system are faulty, and they said they absolutely don't do refunds, which is absolutely ridiculous. They should make it right if they screw up an order! The manager doesn't even speak English, and so a young girl had to translate between the manager and us, which also makes absolutely no sense. A manager needs to be able to effectively communicate with customers and resolve problems. Then they gave us a business card with the phone number for the store, when we asked to talk to the general manager. The manager said she was going to call the cops when we tossed the business card on the counter and said that's just the store number, which doesn't even connect to the store. So the manager threatened us with police, when we were just trying to get a refund or a gift card to come back later, because we didn't want to eat Chipotle right at this moment. This is some of the WORST CUSTOMER SERVICE I have ever experienced!! DON'T GO TO THIS LOCATION, THEY...

Took the whole family to Chipotle for what we hoped would be a quick, easy dinner. Instead, we got a front-row seat to the Theater of Hostile Burrito Assembly.

From the jump, the vibe was…tense. Like we’d walked in on a staff meeting where someone just got fired. No greetings, no “what can I get you started with?”—just silent, simmering resentment and vague hand gestures. My kids stood there like they were trying to order lunch from a group of irritated airport TSA agents. No guidance, no suggestions—just a burrito gauntlet where eye contact is apparently a war crime.

My wife politely asked for half chicken, half steak. Classic move. We were then rewarded with a double meat charge. Bold business model—confuse the customer, then upsell them without warning. And the steak? Mostly cuts of fat, as if someone mistook the gristle bin for the premium protein tray.

Once we sat down, the ambiance didn’t improve. Trash on several tables, sticky spots left un-wiped, and the general feeling that we were dining inside a fast-casual crime scene. Over the course of our meal, we watched not one, but two people pick up their mobile orders and leave with expressions like they just lost a bet.

We came for burritos. We left with stomachs full and spirits low. Chipotle: please remind your team that we’re not the enemy—we’re just hungry people with kids and unreasonable hopes of getting a clean table and a smile...

I ordered Chipotle catering for my wedding reception 3 weeks in advance. It was a disaster, and I wish I had gone with literally anything else. I asked for delivery, paid the delivery fee, gave them my credit card to charge. I never received a confirmation email, despite me asking for one twice.

On the day of, the food was 15 minutes late and nowhere to be found. I got a voicemail from the Holladay UT location and told me my order was ready for pick up and payment was pending. I informed the manager I had given my payment information 3 weeks ago, wanted that card charged, and specifically ordered it to be delivered. The manager told me that delivery was unavailable, despite it being already confirmed (unless it was from DoorDash), and that I would have to come pick up and pay for it.

So I sent 2 family members to go pick up the food, and guests were able to eat about 45 min later than planned. They also had really weird portions of food. Like HUGE tubs or salsa and Guac, and half that size for the meats.....? It made no sense, and we were very worried we would run out of meat!

Overall, I would NOT recommend Chipotle catering because between their corporate catering department and the individual franchises, there are major miscommunications. Avoid them at all costs and don't make the same mistake I did! You're much better off hiring a catering...