Chipotle Mexican Grill — Restaurant in Indianapolis

To say that the management here is terrible would be very misleading. Saying that would imply that a manager exists and is present during the hours of operation. I have tried my very best to identify possible managers here, but there is never an indication of any managers checking for quality of food, quality of dining experience or any guidance to the over-stressed burrito makers who never get any help with refilling of old or stale food. With the diligent work of the burrito makers, carefully trying to process orders and simultaneously talk over the loud music to the cooks, it is still a good 15 minutes before I can get to my tasty burrito. Part of this is due to the line, but most of it is due to horrendous mismanagement of this Chipotle restaurant.

I have identified one possible manager as a middle aged woman who enjoys laughing loudly while talking to the cooks and while serving up margaritas. The reason I believe she is a manager is because I cannot imagine how an ordinary staff of any restaurant would be allowed to just leave the register with a long line of customers, without saying anything and proceed to socialize with the staff in the poorly hidden cooking area behind the stale chips that have been sitting in their lonely heating bay for the past 6 hours. I’m not sure how this Chipotle manages the chip making operation, but I can definitively tell you that if you come into this Chipotle in the evening, you will be eating whatever chips that had been made at the end of the lunch hours.

You may ask me why I would continue coming into this Chipotle every week if I have had such terrible experiences here. You could also ask an individual with a gambling addiction why they came into the casino every weekend. I don’t have a good answer for this question, but it’s just always a gamble when coming here in the evening. Sometimes the food has been freshly made to perfection. Other times, the food has been freshly made to perfection about 3 hours ago and without any quality assurance, the barbacoa has sat, basking in its juices for far longer than it should have. It would be nice if I could just go into this restaurant with the confidence of having a nice and tasty experience, but without any kind of management to make sure things are going smoothly; the burrito makers are left to fend for themselves in some kind of battle ground that reminds me of the opening to Lord of the Flies.

My suggestion to anyone new to Chipotle would be to stay far, far away from here. Don’t be fooled by the delicious scents coming from the kitchen, it’s just a twist of fate that determines whether you will dine on charred chicken, soggy meats and burnt fajita vegetables or deliciously cooked meats to adorn a burrito of tasty rice, freshly chopped vegetables and guacamole that doesn’t taste like Florida avocados. If you come here and join the lotus-eaters, then one day you may find yourself waking up in the midst of the never ending line that continues to grow at this Chipotle, and greeted with stale food and guacamole that tastes so strange that it isn’t worth eating. It’s a shame to have to leave such a scalding review for such tasty food, but I cannot stand the awful service...

Go to Qdoba. This was such an awful experience from their app and in store service to not being able to call and have them credit me for missing items I am not sure how they are in business. Let’s start from the beginning… ordered 3 items from the app made customizations and ordered, easy peasy. Then it was all down hill. Did not include the burrito and my “salad” might as well have been soup with about 5 pieces of lettuce floating in the tomato juice and how do you put sour cream in one corner of a bowl? Yes there are corners in round objects. I go to the app to tell them what is wrong, oh no… they have a no complaining policy on their app (heads up this is a trend bc when you call you cannot tell a manager and ask for a refund for what was missing either). So I had to get routed to some other “AI” chat that wouldn’t let me submit the issue without first going to my email to get the order number (bc the receipt was missing numbers). Then when that wouldn’t submit, I was routed to another platform to file my complaint. It might have been submitted. I haven’t received anything and the submit button didn’t actually look like it took.

Chapter 85: I went to call and I could chat instead, I though ok let’s try this… NOPE just kept texting me they are “jotting down my order” over and over and over again. I understand this is a templated auto-response, but come on just get me to a live person. Since the loopty loop ways of communicating with them were not working and I can’t get the fire started to send smoke signals, I decided to go old fashioned and call them. What a Comedy Central HBO one hour special level joke, the person that answered disconnected me when I said my burrito was missing and my salad had about 5 pieces of lettuce on it (I assume training didn’t include how to help a customer being reasonably calm in relation to their irritation level, how to make a burrito and the difference between salad and soup). Literally phone went silent and I thought I was on hold bc it didn’t disconnect, after a minute I hung up (I wasn’t even yelling, I work in customer service, I was exuding respectful, yet disappointed).

Chapter 3,499: I called back and their automated service literally told me to go to my order email and click a button. How is that for customer service? I honestly hope these are not the robots that will one day rule the world, the only saving grace is if they are, then at least they will likely forgot to include the actual nuke when they accidentally hit the fire button. I guess my only course of action is to dispute my entire order on my credit card since I cannot get the refund for my one burrito that was missing (never mind the soupy salad, I suffered through and am fine paying for whatever it was.

Thanks for poor customer service, I’ll choose Taco Bell over Chipotle any day and my new go to will be Qdoba, at least I’ll have free guac.

Ps this review is long bc I’m in customer service and if my customers were receiving this level of service, I would want to know and I would appreciate the humor given the...

I took my son inside to order food. No one was at the counter because they were by the grill eating. After a minute of waiting one guy comes to the counter putting his gloves with a mouth full of food. My son orders a half chicken and half steak burrito. The server slapped on small skimpy portions, so my son ask for more. The guy gets kinda annoyed and places a half portion of chicken on the burrito and then tells to the cashier to charge him double meat. After watching this unfold, I went to speak with the cashier to explain that the burrito should not be $16.69 or so because he owes my son another scoop of meat. This started to turn into argument but advised the young man that I was a customer and that he was not allowed to yell nor talk over me. I explained that my son got 1/12 scoops of meat. 1 small portion of chicken and a small 1/2 portion of steak and to me that did not equal 2 full portions of protein. He began to get upset too, so I told him to cancel my son’s order based on poor customer service and small portions. They thought it was funny and laughed as we left the restaurant. Not feeling satisfied about the matter, I called the store to speak to a manager from my car. The cashier answered the phone and pretended to be a manager when I asked to speak to one. I told him that I can see in the store and that I didn’t appreciate him trying to play the role of a manager. He then got another worker to come to the phone. My complaint was never heard and we was laughed out of...