Chipotle Mexican Grill — Restaurant in Houston

I would give them ZERO stars if I could. I definitely had the worse experience with this particular chipotle, especially with the resturant manager, Alan Perez, and the service manager Brenda. I first encountered an accident with 'door dash' which is an affiliated delivery company for chipotle. I had place my first order through them and their system was messed up but this chipotle did not receive the online order. Everything went terrible wrong with this order and eventually did not get delivered. Since that did not work out I decided to make the same order this morning at 8:42 am on the chipotle website and scheduled for it to be ready to pick up at 11:00 am. When I arrived at the resturant they told me they do not have any online orders scheduled. Now, let me remind you that I ran into this same issue yesterday. I recommended to the manager to check their computer system and he had the nerve to tell me, "It is not our system maybe it is you since you had this problem twice." He did NOT take ownership of the issue instead he chose to blame me, when all I did was order food online. But then I found out it really was their system that was messing up because another customer came in to pick her online order, as she was in rush to get to work, and they did not have her online order in their system as well. Then when I finally got my order after waiting 30 minutes, I went back to the office and as I was passing out each employee's meal, some of the orders were incorrect and I was even missing an entire burrito bowl and two salad dressings! I called the store back and let them know that they got some of my orders wrong and the service manager, Brenda, responded back that saying she double and triple checked the order and everything should be right. But I tried to remind her that I took everything out and I am physically looking at the order I just picked up from your store and I am missing orders and the fillings requested were incorrect. Yet Brenda (service manager) continue to respond that everything is correct even though she is not physically looking at each order as I am. FYI when I called the store I already knew who I was speaking to as I confirmed our encounter when I was at the store earlier, but when I asked for her name as I want to place a complaint, she hung up on me. I really should be refund this entire order as I had to deal with the same incident for two days or compensated somehow but the BEST thing this manager could offer me...

"A Complete Letdown at Chipotle on Heights Blvd, Houston"

I am utterly disappointed with my recent visit to the Chipotle on Heights Blvd in Houston. After placing a pickup order earlier tonight, I arrived to find the restaurant in a state of utter disarray. The floors, tables, and drink area were littered with trash, contributing to a wholly unappetizing environment.

The service was equally appalling. Despite having clearly labeled our entrees with our names, Adam and Scott, in the app, the cashier struggled to locate our order. Meanwhile, a fellow diner encountered a long hair in her food, which she pulled from her mouth—note, she has short hair. Rather than offering a sincere apology, the staff casually offered to remake her meal, demonstrating a lack of proper customer service training and empathy.

My own ordeal continued when I discovered halfway home that our drinks had been omitted. I returned to the store where the same indifferent cashier handed me a cup without a word. After filling our drinks and finally reaching home, neither entree was marked with our names, and my husband's dish mistakenly contained chicken al pastor instead of the regular chicken we ordered. The chicken al pastor was too spicy for him to eat due to a medical condition.

To make matters worse, my tea was spoiled, nearly causing me to vomit and completely ruining my appetite. When I reached out to their customer service via chat, the agent, John, only offered to add a free entree and tea to our loyalty account—a gesture that hardly compensates for the evening's fiasco.

As a result, we were forced to order from another restaurant, wasting $23.17 on inedible and incorrectly prepared food at Chipotle. This experience was not just disappointing; it was unacceptable from start to finish. I urge potential customers to consider other dining options if they wish to avoid similar...

So I was kind of upset, I had to visit this location in person on free avocado side/topping night as a rewards member, due to me trying to order my bowl on the chipotle website using Apple Pay but to find out you can’t use it there you have to download the app to do so bc I didn’t want to wait in a long line to order my food inside. Anyways I went up there, and it was about 10pm ish and looked busy of course but only one or 2 people were in front of me, the young Hispanic employees looked tired and when I was ordering the Hispanic tall guy was friendly and fast with putting my order together but when I looked down I noticed the area/food station was dirty not sanitary and low on Al pastor, I got the bottom of that chicken probably sitting there for hours and the white rice was low they didn’t bring up a new batch it was like being scraped at the bottom of the silver container they scoop out from and he slopped it on the bowl. Then he was talking about his drink to his friends and chit chatting and when I went to checkout the light skinned Hispanic girl with glasses didn’t act so engaging she was talking I had to ask her if the Apple Pay was working. She said yeah. I paid that way. Then when I went to grab utensils there were only knives left no spoons or forks at all I went back to ask her if I could have a Fork and opened my bag then she asked if I could take the other forks and spoons to refill them on my way out. Her friend working looked at her crazy and apologized and brought more forks behind me I just thought that customer...