Chipotle Mexican Grill — Restaurant in Hurstbourne

Tonight my family ordered chipotle take-out. We were shorted a kids meal. The to-go bag was sealed so we didn’t realize it was missing until we were home, roughly a 25 minute drive away. We called the store to either receive a replacement or a refund and spoke with the manager “Trad”. Trad first told us it would be too much of a hassle to issue us a refund over the phone, but we could do so on the corporate website. After a solid hour of attempting to speak to a customer service rep and submitting request after request to be contacted, we gave up and called the store back. Trad has to be the most incompetent employee on the planet when it comes to customer service. First he argued and called me a liar that he never said anything from our first conversation. Then he laughed when I suggested that he could have offered to remake the entire order so that even though it would have been late, my whole family could have eaten together without anyone’s food cold or missing. Then he proceeds to tell me he is not capable of refunding the one kids meal to make this all go away unless we drive back and get there before closing, knowing that we live 25 minutes away and have two young children. The guy even interrupted me three times to ask if there’s anything else I needed in an attempt to justify to hang up on me, while I was attempting to ask for the number to his superior so that I could receive a refund... For a kids meal... That I have yet to receive... Still kind of in awe that this blew up to this level where I’m going full Karen on their Facebook page in this post but it most definitely feels deserved. I feel sorry for anyone having to work...

I have been coming to this location for years now and have never had a bad experience. Food is always great and large portions, cashiers and servers always super personable and provide good service. I eat here several times a week. Today was nothing short of an astonishingly bad experience. I ordered food for an online pickup order thinking nothing of it. What I Found when I opened my bag was a poorly wrapped burrito I mean this thing might as well have just been wadded up. And on top of that the burrito had no quac or cheese which I paid for on the receipt. Aside from these mess ups, the rest of my burrito was only half the weight of what I typically receive in person. The bowl that I ordered for my girlfriend was the same story extremely light on serving size and very sloppily thrown together. I imagine whomever is on the online order line today has likely been messing up other orders up all day. I decided I wanted to get some chips with my order and even the cashier I delt with was pretty rude and short with me but whatever. Overall 1/5 stars and buyer beware check your orders before you leave. From now on I will only ever be ordering from the bar as usual to ensure they make my food correctly. It is unfortunate that we have to hold the people who serve us accountable to their work or they simply don’t care. I hope it’s better next time around. I didn’t see the manager who is usually in there today and he runs a tight ship so this may have contributed to my...

Absolutely love this place. Definitely try the chorizo if it is available. If chorizo is a little spicy for you or just not your thing, try the steak or chicken. My favorite menu item is the sleeping bag burrito. It is so big you can probably get two meals out of it. But if you are looking for a healthier choice go with the bowl option. Still delicious. I love that you get to pick what goes in your burrito or bowl. Pick your meat, rice, beans, cheese, sour cream, lettuce, salsa, etc. You can make it as crazy or as simple as you want. They also have a few kids items. My toddler and kindergartner enjoyed the tacos. They were nice and simple for them to eat. They also have really good chips and salsa. You can purchase them as a side item. Oh and you can not forget the guacamole! It is definitely made fresh in the restaurant and you can tell. It is very very yummy. You can put guacamole on your burrito or bowl for a small (well worth it) charge or you can get some to dip your tortilla chips in. If you are looking for a nice, fast Mexican restaurant, this should be your go to place. Just make sure you get there early if you are going during a normal meal time because it is garenteed to be busy. Usually, the line wraps around the restaurant. Do not worry they are fast and it is worth the wait....