Chipotle Mexican Grill — Restaurant in Hoover

I placed a large catering order but when I arrived, the staff was completely unaware of the order and then proceeded to print it off on the main register. The older woman running the register (short stature/white hair) was very confused and mumbled something to the On-duty manager, Keela, and then walked away. Another older woman continued to work the regular prep line. Keela returned to the drive-thru/Chipolane area. No one acknowledged me standing there, or proceeded to fill the catering order. After standing there for 10 minutes without seeing anyone putting the catering order together, I asked the On-Duty manager, Keela, if someone was working on my order. This is when she became verbally aggressive and extremely rude. Her response to my question was, "What did the she say?" What did she tell me?" referring to the elderly white-haired lady on the register. I stated that she gave me no information as to the status of my $381.10 order and that no one had even confirmed that it would be filled. Keela continued to speak to me in a derogatory way, but never apologized for the unfulfilled order, or assured me that someone was in fact working on it. Keela then walked out of the cooking/register area and upon returning to it, literally stepped on my foot! She never spoke a word or apologized for that either! Absolutely intentional and beyond unprofessional! Then after I had stood beside the register for 25 minutes, another team member appeared carrying catering boxes. She was younger with long, braided hair. She seemed to be rushing in an attempt to fill the order. However, after she had measured and weighed the steak and chicken, Keela proceeded to leave the Chipotlane area, casually walk over to my catering order, take the chicken and steak out of the catering boxes, and dump almost half of it back out onto the counter before closing the lid and putting it back into the catering box! She did the same thing with the queso, after it was already placed into my catering box. She walked my queso to-go carrier all the way to the Chipotlane and poured out half of it into her station, then proceeded to walk back over to my catering boxes and placed it back inside. The order was finally brought to me at 1:05pm, 35 minutes later than my pick-up time of 12:30pm. The younger girl with long braids apologized, but she is the only person who acknowledged me or offered any explanation. I have witnessed Keela with this same derogatory attitude before when an online order for 13 quesadillas wasn't ready in the Chipotlane. She never takes responsibility and has terrible customer service skills. I have witnessed her ignore me as well as other customers multiple times since she has worked there. I have been a loyal customer to this location, 5342 US-280 since it opened in November 2023. After pulling my bank statement and doing a simple search, I have spent $1,558.00 at this location. If Keela continues to be employed there, I will not spend another penny at Chipotle. Because she poured out half of my chicken, steak and queso, SEVEN adults at my birthday party gathering did not have any food. There was simply not enough to feed everyone from the Build Your Own: Double catering order that is supposed to feed at least 25 people. It did not. I am thoroughly disappointed, and if she is not fired, I will not patronize Chipotle in the near and far future. Also, if she continues to work there, all 33 of my guests stated that they will join me on Google reviews and name Keela as they have experienced her lack of customer service and management skills as well. Several have had the same experience with catering orders and this location. The 5342 US 280 location General Manager has worked too hard to get it up and running to have Keela destroy its reputation. I hope that this report will be taken seriously and that my recommendation will...

Part 1: Please go to a different chipotle. This one is terrible. My boyfriend and I went and the food was not cooked correctly. To the point we did not feel comfortable eating it because we didn’t want food poisoning. Wilted lettuce, the cheese was discolored, the meat was chewy and the rice was hard. I actually spit the mouthful out that I’d had.

Part 2: Last week my boyfriend ordered us 2 bowls without looking at the chipotle address. One was steak and one was chicken. The first issue was that we had selected the order to be picked up at noon. It wasn’t ready when I got there. The second problem was that the lettuce was wilted, the rice was hard and we had only a few pieces of meat each. Everything else was rice. The third problem was that we’d both asked for extra toppings and did not get the extras, our bowls weren’t even halfway full when we received them and my boyfriend had 4 pieces of steak and I had 7 pieces of chicken. It’s ridiculous. I’m not sure what’s going on, but I’d recommend not ordering from here. Because of this, I have altered my companies catering order we were going to get to a different location. Also, our order was not ready for pickup until 12:45. 45 minutes AFTER we had selected. The staff there are VERY rude. And I saw multiple delivery drives waiting for long periods of time. One man needed up unassigned himself from a delivery because of their backup. He told me so himself while all of us were waiting for orders that should have been done 20+ minutes ago. I called customer service to inform them

Pt 1 update: I spoke with a customer service rep to let them know about the food problems they were having. she asked if we’d paid cash or card and since my boyfriend had paid with 2 $20 bills I told her cash. She then advised me that she couldn’t find us in the system for a refund? I’m not sure how they would do that because again, WE PAID IN CASH. I did not call for a REFUND. I called because the food being cooked incorrectly can make people sick. And because the food preparers you haven’t can’t even do a simple job correctly. $40 is not the issue. Spreading food poisoning and salmonella (again) IS. Do better chipotle. Although, I think Cava sounds a lot...

OMG! JUST GO TO THE LOCATION DOWN THE STREET.. SMH This location is not even worth my time giving this review. This would have been my first and last eating at Chipotle Mexican Grill if I didn't have faith. Everyone deserves a second chance. This location is horrible with a capital H. Not only was the assuming shift leader yelling at the staff, while eating her food in the lobby water was everywhere, nothing was fresh, and everything was dried out. The fountain machine area was flooded with a sign that said wet floor soaked floor was more like it.. I mean, why take a job to serve the public if you just don't care about nothing but a paycheck? You will cost that company more in the long run. I am sorry for the non English speaking employees. They did the best they could despite being yelled at by lead or manager (whoever she was). Leadership is a team working in unity to accomplish something together, not barking orders. Respect, patience, and helping go a long way. It takes the stress off everyone. I can imagine what was going out the drive- thru window.. smh I DO NOT RECOMMEND THIS LOCATION! 🤢🤮 POSITIVE NOT.. GO TO ANOTHER LOCATION! IF YOU ARE IN THE OXFORD EXCHAGE LOCATION.. THE CHIPOTLE MEXICAN GRILL RESTAURANT IS AMAZING!! I'm glad I gave Chipotle Mexican Grill a second try at a different location. As for this location 👎🏾👎🏾 Food wasn't even worth taking a picture of. All I can recommend is the sour cream, steak, and rice if it's fresh and if they have something available. Several customers left because they didn't want to wait for stuff to be cooked 🙄 that should've already...