Chipotle Mexican Grill — Restaurant in Homewood

Worst Customer Service Ever!!!

I went in for the first and last time. I asked for a steak quesadilla but was told that it had to be ordered online… No problem. So I downloaded the app and placed my order. The order was scheduled to be ready by 9:30. So 9:30 comes and goes and the workers continue to overlook me. I finally asked how would I know if my order was ready and would it show in the app. They finally started to make my order but as they were making it I noticed that they were making it wrong without the sides that I asked for. When inquiring I was told oh we don’t have that. Of course at this point I’m hungry and tired of waiting. I told them ok well I would like to cancel my order and get a refund. It was then told we we can’t give you a refund without further explanation. I then asked well how am I supposed to get a refund. I’ve paid my money but don’t have a product. I was then told by a worker that I would have to go online to get a refund…. Ok so where do I go and what do I do. There was no urgency or interest to my questions. She just rattled off the website faster than I could hear or type it. I then sat there for an additional 5 or more minutes before I finally said I need to speak with a manager, this is bad customer service and I don’t know where to find the information for the refund. Please keep in mind she didn’t give any instructions. She then says, I am the manager and my manager just told me to tell the customers who order online and want a refund to go online. The entire staff was rude and unbothered. If she is the manager, I would recommend her be trained in good customer service skills and professionalism. THIS IS WHY I ALWAYS GO TO CHICK-FIL-A!!! Their customer service and professionalism is unmatched in my experience. I will NEVER GO BACK TO THIS LOCATION and to be honest probably not any of them.

*Looking at the reviews, there seems to be consistently bad customer service not to mention employees who just don’t care. If this doesn’t change, they may not be in business...

I have visited a few times and not rated hoping it would get better as the store got its footing being new but it isn’t happening. Staffing seems difficult at this location- lots of traffic in and out and they can’t keep up. Meats didn’t look fresh• it is all there for you to see and choose so one would think presentation is key correct? Nope. Not here. Meat options emptying and no one was taking initiative to call out for someone to make more- you were just offered whatever was left or they could scrape the bottom for you 😩 I’m serious. This happened. “Oh you want steak, there is like a half serving in here.” I wanted to scoff and walk out but I persevered to check out and here is the biggest doozy- EVERY single time I have been , maybe 4 between hubby and self, the price has been different. We once paid $60 for a SINGLE taco and burrito w 2 drinks no extras, no guacamole or chips - I was so disappointed when my husband came to the car that I walked back in and asked why the pricing..they said it is what it is and just looked at me.. 🥸 Drink machine overflowing w ice, utensil area bare- I hate it bc it’s a great addition to area and has great potential but cooommee on!!!?? It has been open for some time now! Staff training is a MUST- Pricing shouldn’t be a guess- this store is SCREAMING for help. I must add here that the cashier just a few nights ago was a young, maybe senior age in HS; she was very sweet and helped when asked w a smile- as a woman behind me was cussing loudly and being VERY disrespectful to another patron, her eyes just looked at me saying I’m so sorry- no management stepped in to escort this woman out- they just continued on as if normal here.. I hope she is there to see/ help this place get better. She was the one positive to this whole experience. GET IT TOGETHER CHIPOTLE!!...

Today was my second time going to this location after years of not going to chipotle. I got a basic steak bowl with peppers, tomatoes, cheese lettuce and sour cream. I was given so much rice it filled the bowl before anything else was put on. The meat at the front was apparently old as the girl had to walk around the counter to add my steak. When she returned I asked for a little more meat as it looked maybe 10pieces of steak on top of a mound of rice, when I asked how much it was the girl working the register told me my price would go from $11 to $18. When I got a little upset because that’s a ridiculous increase for another 10 pieces of bite size steak the girl making it started speaking with an attitude. After saying it’s fine as it is she started making the bowl sloppy and not paying attention to what I was saying I wanted and continued to talk about how I’d have to pay for the extra meat. At this point I was annoyed because I’d let it go and was moving on and here she is talking about she doesn’t know what to tell me I’d have to pay extra. The girl on the register was nice enough as she didn’t know the price off the top of her head and was attempting to ring it up to find out I told her never mind and got my food. Once I walked around the corner to the utensils it was dirty with many of the utensils spots empty. The end of all this is me definitely not going to another chipotle again and I encourage others not to bother either. It’s a waste of money and the service is certainly not worth the effort to ignore the subpar overly...