Chipotle Mexican Grill — Restaurant in Houston

I come to this Chipotle literally all the time. The last three years, the service has been great. Unfortunately, they must have gotten new staff or something because the last three or four times that I have been in the last month, my order has been wrong in one shape or form.

The beginning of these problems occurred when I ordered through Chipotle app for pick up. I get to this location and they are literally out of everything - rice, meat, toppings. I had already paid for my order and they couldn't give me anything so I had to manually request a refund in the store which took 10 minutes.

The next time I come, I order pick up from the app and notice that my bag size is larger and there are chips in it. I didn't order chips but thought maybe it was an accident and I got free chips. I decided to check my steak bowl just to make sure they didn't swap my order with someone else and thankfully I did check because the order was wrong, but slightly. I ordered a steak bowl with lettuce and cheese and instead got a chicken bowl with brown beans. It took them forever to acknowledge me at the counter waiting to tell them about this error and then took another 10 minutes to remake mine and didn't offer any compensation for the mistake. I was able to go through the Chipotle app to get a refund for my drink but wasn't able to get a refund for my bowl as I had used a free entrée reward.

Thinking this was just a one time situation, I ordered a week later (today) the same steak bowl as I always do. I thought to myself that I should check the bowl but didn't and went home, only to find that the steak bowl was in fact a chicken bowl. At least the toppings were correct this time but it is annoying that I paid for steak and got chicken. I went through the app to get another refund.

I'm starting to not want to go to this location because it seems to be a recent pattern of errors to the point that I'm afraid the Chipotle app will think I'm scamming them for the amount of order issues I've voiced...

Today, after running a few errands, I decided to stop at Chipotle and grab a bite to eat since I work overnight. At the front of the door, the restaurant's open hours show 10:45 a.m. when I arrived; the time was 10:49 a.m. Lynzee didn't greet me; instead, she looked at me as if I bothered her. Since she didn't say anything, I asked if they were open, and she said they would open in a few minutes. During this time, I walked outside, used the restroom, and decided to hang out in the restaurant, giving the staff time to finish preparing everything to service customers. While sitting, I saw a police officer walk up and place his order. Linzee, I believe that's her name made, prepared his food. I got up and ordered my food since she made his order without any issues. Once she completed his order, she didn't once again acknowledge me. Instead, she fulfilled online orders instead of servicing me since I was physically there before the other gentleman arrived on time at the opening time and waited. I was appalled and asked her why she would ignore me and proceed to fulfill online orders; her poor customer service and attitude made me wonder why I would even patronize a place like Chipotle towards the end of my order getting fulfilled by another employee. I asked the cashier for her name since she had a personal issue with me, although I'd never encountered her. She immediately started speaking Spanish with the other employees and cashier, which I found very disrespectful and unprofessional. She even laughed in my face, which was a complete shock. I will never patronize this location again. They have to do better with customer service; maybe her playing with people's time is a joke; however, I found her behavior very offensive. Again, I'll never visit this...

Normally, I don’t leave reviews, but this situation truly warrants one.

On June 20th at 1:16 PM, I sat down to eat at this Chipotle location like I periodically do. While dining, I witnessed something incredibly disappointing.

An African American couple was outside, clearly trying to decide between eating at Chipotle or the Jimmy John’s next door…it was an innocent and obvious moment. Shockingly, one of the employees, a tall and slender African American individual (gender was unclear due to the uniform and hat), made an extremely inappropriate comment loud enough for both customers and coworkers to hear. Referring to the couple outside, the employee said, “What they doing, they about to rob us.”

As someone who works in a leadership role and supervises staff, I was genuinely appalled. We train our teams not only to avoid stereotyping but also to understand the serious implications of making such harmful and biased comments, especially in front of customers.

Comments like that are not only unprofessional but also dangerous and offensive. They can escalate situations unnecessarily and leave lasting impressions on bystanders like myself.

Out of respect for the values I stand for, I will no longer dine at this location as long as that employee remains there. I sincerely hope this situation is addressed appropriately by management and used as a learning opportunity for the...