Chipotle Mexican Grill — Restaurant in Irving

I love Chipotle and never complain about restaurants, but wow, I keep giving this location chances and they keep disappointing me. I used to go here at least once a week without any issues and now I feel like I can't go here without a problem. What happened? Today I placed a to go order at 11:45 for pickup at 12:15, no big deal. I got here and it still wasn't ready, so I waited another 30+ minutes while orders were all being made perfectly for delivery drivers without question. It appeared that delivery drivers were getting orders ahead of regular customers, and receipts were getting mixed up. I was patient though. When finally asked what order I was waiting on, I gave my name and they informed me they didn't have the receipt for my order. I showed them the confirmation page but they told me they needed to see an email confirmation. For some reason having the website confirmation wasn't good enough. My phone was clearly dying so I said well, I'll have to go charge it for a while then to pull up my email. They just said sorry. Frustrated, I went and charged my phone for another 30 mins..I know my phone battery sucks. :/ when I was finally able to show them the email, they acted like no, I need to see an email. I was like this is my email and showed them further proof. So they finally agreed to make my meal. I had to ask, why did I have to wait over an hour and show an email for just $10 worth of food? Then, they tried to act like no, you didn't have to show an email, you just weren't sure before.. what do you mean? I was completely sure and showed a confirmation page but you said you HAD to have an email.. so ridiculous..no I apologize for the inconvenience or thanks for your patience..nothing. After all that, my order wasn't even right.. it was a complete mess and...

First. Every time I get a to-go order with this location, they are always annoyingly slow. I get there, and the order is never ready. Literally never! They always put customers in line ahead of orders called in. So I have to wait and wait until the line clears before they start my order. Does that make sense? No! At the very least, my ticket should be placed in queue when I get there. This is the only location out of six that I go to where I experience these issues. Second. There have been several times where I am picking up an order at night. I've gotten there at 9:30-9:45, and the doors are locked, even though their posted hours are until 10pm. As well as being against Chipotle company guidelines to do this, I believe it is also illegal in the state of Texas to lock business doors during posted business hours due to safety guidelines. Both times customers who are already inside have let me as well other customers in, and there are basically no principal ingredients left. Unless you want a bean, corn, sour cream, and lettuce burrito of course. So no rice or meat. I kid you not. I have picture proof below to back up my claims. And finally third and most egregious, about 80% of the evening/nighttime staff are condescendingly rude with rolling eyes, exasperated signs, and poor attitudes when they are called out for closing early, or even just in general communication. Personally I will never use this location. So if I didn't have to pick up orders from this location, I would avoid it all together. For Irving, go to the MacArthur/I635 location instead. In my humble opinion, that location is the epitome of...

To be clear I LOVE Chipotle and typically love this location but today was a different story.

5/20/2018 @ 6:15pm - the young lady that was putting the bowls/burritos together didn’t seem to care that I was there or even human. There was another young man making food in the back and another one that took my payment.

No greeting when I can in at all and I calmly stood at the counter awkwardly, while I waited for the girl to stop laughing and joking around, until the guy making food told the girl I was waiting.

I ordered my items and she seemed very annoyed with me (which makes little sense as I was the only customer in line) and then tossed my bowl with the lid only sitting on top to the gentleman taking my payment. She proceeded to say “here you close this because I can’t” and Walked away.

I asked him why she wasn’t closing it since she had the gloves... and he did ask her to come over to do it. She did so with an attitude, and my bowl was leaking all over the bag by the time I got home.

Long story short - this is usually a great location and I love the others that are here. One bad employee can cause a regular customer to resort to social media to get her story heard.

I’m very disappointed in her actions and I hope the store does something to Coach her. This would not be acceptable behavior at my business and I’m sure the manager and company wouldn’t allow...