Chipotle Mexican Grill — Restaurant in Indianapolis

Visited 10/9/2024 @ 12:10pm

Entered the store and there was a decent sized line which is pretty standard for lunch time on a weekday. Took 5-10 minutes to get to the front of the line. When placing my order I was informed that they were out of both white and brown rice. The employee seemed to be annoyed about it. I asked her how long for more rice and she said about 5 minutes. The girl working the cash register then proceeded to make eye contact with the girl making orders and made her hand look into the shape of a gun and put it to her head. A minute or so later the girl at the register decided to offer free drinks to those that were waiting for rice. A minute or two after that, the rice came out. As the girl making orders went to put the rice in my bowl, the girl working the register walked up angrily looked at the rice told the girl making orders that she can’t serve it and then took the rice away. The girl making orders apologized and I resumed waiting. The girl working the register then walked back out with the rice dish that had apparently been dumped and showed the other employee (and everyone in the restaurant) that there was a giant burned clump of rice in the bottom of the dish. Another employee then appeared with a fresh dish of white rice and made my meal. The barbacoa was delicious and perfectly cooked, everything tasted great, but the rice was overcooked and some pieces were hard. The guy working the grill and doing the meats appeared to be working hard and doing a great job. There was another girl in the back who was preparing the rice. She seemed to be working hard and staying calm despite the bad attitude of the girl working the register. I’m not sure if she’s new or just having trouble with the rice, but she seemed to be trying to stay positive and do a good job. The girl making orders was friendly enough, but just kind of stood there doing nothing while everyone waited for rice. The girl working the register came across as toxic and arrogant. It seemed as if she is the most experienced staff member, bit she also seemed to be treating the other employees poorly and had a blatant disregard for the fact that all of the customers could see her pretending to shoot herself and making a scene with the burnt rice. I’m not sure if there is a manager around, but it was definitely clear that there is a culture problem in the store. I’m not sure if the register girl is causing it or is just at her wits end, but from my perspective she was the biggest problem with...

I specifically called the restaurant before my order was confirmed and asked the MANAGER if my food came with chips and if NOT I’d be moreee than happy to go ahead and pay for some chips and he stopped me and gladly said he’ll put some in the bag for me and I would not need to pay. Thanked him a lot and got off phone… well I didn’t have chips when my order arrived. I call the restaurant very upset (Bc I’m pregnant and I would’ve just paid for the chips I said I would pay for and I’m literally craving them) I’m trying to ask to speak to the guy I just spoke with and the lady HAILEY would not allow me to. I asked to speak with THE MANAGER (because she did state she was NOT the manager) and she said no and to call 1800Chipotle and said they were completely out of chips. Which was weird Bc I had JUST placed my order and my dasher picked my food up fairly quick after it was placed! It’s 10:01 currently and I ordered my food at 9:07pm, it arrived at 9:45 which is pretty fast for this order. I don’t understand why I didn’t receive my chips and why Hailey wouldn’t allow me to speak to a manager. I’m very frustrated and will NOT EVER order from here again. ON TOP OF ALL OF THIS. As soon as I grabbed my food and my pressed apple juice out the bag my lid to my food just slid off.. the worst packaging ever. . I called my dasher (which I had his number because he needed a little assistance getting here) and asked was my food touch and he sounded so sincere to had not touched my food.. I’m confident the people at the restaurant were very lazy and didn’t package it with care and were just rushing to just close up the store which lead to them forgetting my chips! Again. I will NOT be ordering from this...

Today I was very disappointed with the poor service I received at this location. The young man who prepared my food had a good sense of humor and we had a cordial exchange about my order. As we approached the register, I inquired why the customers were not to told that they didn’t have Fajita Veggies. He was trying to explain that a sign was up (it wasn’t, only a hand written sign on the door about only taking cards, no cash), then our dialogue was rudely and abruptly interrupted by the cashier who declared that the fajita veggies were not prepared because of them being short staffed. I proceeded to explain to her that that’s not my concern, and that the young man was explaining and I was speaking with him. She kept running her mouth unnecessarily with me, so I canceled my order and asked for a manager. Unfortunately I spoke with another kid who tried to tell me what I needed to say and do versus providing good customer service. I was just disgusted with my experience at this location. I want to see young people be empowered and gain skills to advance their lives by taking these roles, but they lack respect for their elders, and professional skills to interface with the general public. I will NEVER frequent this location again.

By the way, the guacamole was a disgusting brownish black color and the dining area was poorly kept.

My...