Chipotle Mexican Grill — Restaurant in Kansas City

I ordered online, and came into the store on Friday 3.4.2022 at 1220pm. I was slightly surprised that my online, paid in advance was ready; it wasn't a large order, just a bowl and chips/guac, but because it was Peak time and this store has a bad reputation for not being able to timely fill orders, I was pleasantly surprised that my order was actually ready.

They kept my order, and several other orders, behind the cash register. There was a young lady working. When I entered the store, there was just me and one other man waiting to pick up orders. It should have been a 5 second process but...the young lady working the register completely and totally ignored us. It was like there was a brick wall on the right side of her vision, and she wasn't capable of looking to her right and seeing that there were people there trying to pick up orders. She was solely focused on the line of customers in front of her, and was refusing to multi-task, try to do more than one thing at a time.

This went on for about 2 minutes. I was trying to wave at her, I said hello. It should be noted, I'm standing less than 4 feet from her, so unless she is totally blind to the right side of her vision, she should have been able to see or hear me. Yet, I could not get her attention and she remained solely focused on only one task: the customers going thru the line in front of her.

After this went on for 2 minutes, I was able to get the attention of the young gentleman working the Salsa position, and I asked him if he could hand me my order. He did...eventually, after asking me a few ?s about the order.

What should be a simple, fast process instead became something that lasted several minutes. Unnecessarily, because the staff at this Chipotle choose to hide the online pre-paid orders like it's hidden treasure, and then they refuse to acknowledge you when you are trying to pick your order.

This Chipotle and their staff do a very consistent job of making getting your Chipotle and acquiring it as difficult and frustrating...

I work in food/customer service so I know how important and uplifting a positive review can be and great to receive so I am always SO hesitant to say anything, let alone leave a bad review.

We ordered food for pick-up at the window for a family of 5. It costs us just under $60. The food was ready when I got there and we live not far at all from the location.

Food was cold I had 2 bites of pulled pork, one of which was completely dried out looked like it had sit under the heat lamp for hours We paid for DOUBLE protein on my husbands bowl and he had two bites of pulled pork on his My son ordered a kids meal with grilled chicken and there wasn't enough meat to even minimally fill his two taco shells provided with the meal Rice was not done and crunchy in the center Did not give us the drink for my daughters meal (apple juice)

I got back home, we were hungry, and food had been stirred up so we ate what we could and I called them after dinner to share our experience. The best they could offer me (I was speaking with a manager) was to come back for my daughters apple juice (no thanks!) and then asked me if I took pictures of the food. No. This is ridiculous. She just kept encouraging me to call customer service if I wanted something done about it or I could come back and have them make it again. This is unacceptable. With rising cost of everything and a serving size of meat being 4 oz, I'd expect no less on mine and 8 oz on my husbands. That's a proper serving size and what little we did get was dried up and tough. I also had three young kids at home that would not have wanted to wait for it to be done again. The point is that it should've been done right the first time and then at best, a store credit or...

When I arrived, I was the only person in line. The staff stood around the cash register talking, glancing at me occasionally, but mostly ignoring me. After about two minutes, a young girl reluctantly came to take my order. She hardly looked at me, and it was very difficult to get her to listen to my instructions. I ordered two bowls to go with two meats each. I told her I wanted (and would happily pay for) double meat. She seemed to have difficulty understanding this, and wanted to put tiny amounts of meat on the bowls. I had to insist repeatedly that I was paying for double meat, and to please put the correct amount of meat in the bowls. then she kept ignoring other ingredients that I asked for and I had to repeat myself over and over. She put the lid on one of the bowls without some of the items I requested, and seemed angry when I told her she admitted mistake. she pulled the lid off the bowl, pulling much of the contents out of the bowl with the lid and threw it away. She then only replaced some of the items that had come off of the bowl before replacing the lid. Terrible, condescending attitude. It seemed I was inconveniencing the staff there by spending my money. Ultimately two bowls cost me nearly $40. And for that, I still didn't get everything I wanted. It was a terrible experience. I usually love their food, but dealing with their incompetent and uncaring staff is a is a big price to pay. I'll be going somewhere...