Chipotle Mexican Grill — Restaurant in Huntsville

So I go to this Chipotle almost daily most weeks! I've been waiting for over a year to post anything, hoping that maybe it's just me and it will get better.

Quick disclaimer: this is not about the quality of the food but the cleanliness, customer support, and CHIPS!!!!

I don’t care what day I go to this same place, they are always out of CHIPS!!! Except for to-go orders! Today I had enough! I was in line getting my bowl as usual and I asked for chips, and they said they were out. I noticed a lot of chip bags premade at the online order station and asked, "Can I have one of them, please?" Larry, the main guy in charge, rudely told me, "No, these are for online orders only!" I'm sorry, I want to eat at your establishment, enjoy my meal, and have the same options as online orders, including some chips with my food! I mean, really, what kind of establishment does this!

What should I do? Hold up the entire line, order them on my app, and stand there waiting. Mr. Larry continues to ignore me and focus on preparing pre-orders. I understand I'm not the only customer, but I'm simply asking for a bag of CHIPS! Larry once again told me, "We are only giving chips to our online customers" (he didn’t know I ordered them online at that point). I informed him that I ordered them online, but he didn't say a word and just continued making other to-go orders! Eventually, he prepared my bag of chips without saying a word to me; he just slammed them on the counter and went back to handling more orders.

This is not it; this place is very disappointing and nasty each time I visit this Chipotle! I overlook it because I do enjoy the bowls! The staff, for the most part, is friendly, but not Larry. He is always walking around, micromanaging everyone else, and being rude to customers. Again, I've been going here for a while and have witnessed this on multiple occasions.

If you're looking for a great place to dine in, please remember that you will be treated differently than online orders.

I can't believe I've been treated this way as a very loyal customer over the years! If this is how they treat people, I guess I'll just take my...

On 3/28/21, I had originally ordered my meal through the website only to find out (after waiting past the estimated delivery time), that it had been canceled because there were system issues at the restaurant - the system kept going down. I had had a terrible day because a storm had broken a giant tree in my backyard, crushing my garden oasis (patio furniture, plants, swing, fire pit, hammock, the dogwood tree that overlooked my cat Norman's gravestone...). We also didn't have power. As we were chain-sawing this behemoth apart, I finally looked at my phone around 1pm and realized I was starving. All I wanted was Chipotle. When I saw my delivery order had been canceled, I called Chipotle Customer Service, and they just said, "Sorry, you'll receive a refund to your card in 7-10 days." I decided to call the store to get the full story and see if the system was up again because my day was terrible, and the only thing that would make it better was Chipotle... even if I had to drive there myself and order. I spoke to the manager Lance (let's be honest, I broke down and cried my story to him because my day had been an emotional rollercoaster) and he explained that the system had gone down twice, but it was up again. He also said how sorry he was about my tree predicament and the delivery issue and that if I came into the store, they would cover the cost of my food. I came in and the line was to the door - normal stuff. I waited and was almost to the counter when the system went down for a 3rd time that day. These poor workers. Lance came out and informed everyone in line of the issue and directed them to a nearby Chipotle. At this point, I'm thinking the universe really hates me, but I grabbed his attention and introduced myself as the person from the phone call with the dumpster fire day. He was so lovely and warm and said of course they would get my order. The entire restaurant staff were having their own dumpster fire day with the technology issues, but Lance and his entire crew were so lovely to all of us in there and served us with smiles and excellent customer service. Lance and his team made all the...

I loveeee chipotle and usually eat it at least twice a week! I normally order online and here lately they are continuously messing up the order. I’m not sure what anyone else does but when I spend money and don’t get what I ordered I am sure to let the establishment know. My last order I got three meals and one of them was missing the drink and one of them was a steak bowl and I received a chicken bowl. I reached out to pepper first and was told nothing could be done and was referred to an agent that let me know I would not be compensated everytime something wasn’t “satisfying”. I’ve never made a complaint based on my order being “unsatisfying” but instead only when I was missing items I paid for or the order was just plain incorrect! It’s unfortunate I have to complain so much , but for some reason this location does not ensure the orders are correct before they go out. If I were you I would definitely not get an online order from this location because they’ll probably mess it up and the company doesn’t have good enough customer service to replace or refund the order even if it’s their fault. I’m highly disappointed and irritated with the service and will have to go try out a different Mexican restaurant from now on since they don’t care to right their wrongs, I’d suggest you do so as well or try a...