Chipotle Mexican Grill — Restaurant in Kansas City

Update:⭐️⭐️ Review (Updated) I was ready to update my last one-star review to something more positive. To be fair, customer service did make things right for my two refrigerated orders by giving me two rewards, which I really appreciated. That alone made me want to bump this up one star.

What I ordered: 1 Chicken Burrito Bowl 1 Steak Burrito

What I received: Chicken Burrito Bowl (correct) Steak Burrito Bowl (wrong) — even though the label clearly said “Steak Burrito.”

At least this time the food wasn’t refrigerator-cold. It was room temp, which I could microwave, but definitely not hot. I know because the queso (normally $1.75, free with rewards) was hot—so clearly the bowls weren’t heated properly before being wrapped.

I also tried the new Chipotle Adobo Ranch (normally $0.75, also free with rewards). It was underwhelming and salty, and they only filled the cup halfway. If I had paid, I’d have been annoyed. The queso, though, was excellent—maybe too good, because now I’ll want it every time.

This honestly would have been a four-star update. The quantity was right this time, and the taste was delicious as usual. But like I said, Chipotle just can’t seem to get out of its own way. Wrong orders, inconsistent temps, and half-filled sauces show the to-go staff either need better training or closer oversight.

If I loved burritos, I’d be furious. Luckily I prefer bowls, so the mistake didn’t sting as much—but customers deserve to get what they order.

Verdict: Upgrading from one to two stars for customer service, but that’s as far as I can go. Until this location gets consistency right, I can’t recommend it.

Original Review" ⭐️ I’ve been to this Chipotle location many times, and while it’s always been a bit hit or miss, today was hands down the worst experience I’ve had—not just here, but at any Chipotle.

I placed an online order on 7/5/25 around noon for a chicken burrito bowl and a steak burrito bowl, taking advantage of the free side promotion (I chose guacamole). I live just 7 minutes away and headed over right after placing the order. One thing I’ve always appreciated about Chipotle is the speed and convenience—even during peak hours.

But when I got home, I was shocked. The food was cold—not lukewarm, not room temperature—refrigerator cold. The steak was mushy, the tomatillo salsa was basically water, and the entire bowl felt like leftovers pulled straight from a fridge. I’m not someone who expects my food to be piping hot, but this was completely unacceptable. At the very least, it should feel fresh.

To make matters worse, when I called the store to let them know, the person I spoke to took my information and then hung up on me. No apology, no resolution—just done. That kind of customer service is honestly insulting.

I understand that not every day will be perfect, and I’ve overlooked smaller issues here before—like uneven portions or giant, undercooked chunks of fajita veggies. But today felt like no one even tried.

With food prices rising, Chipotle usually feels like a solid value. But after today, I’m seriously reconsidering. Getting served refrigerated food with no accountability...

Used the app to order ahead for a 6:20 pickup. The app said my food was ready, so I headed to pick up my food. Got there, the shelf was empty. I waited around and watched people who just showed up in line repeatedly get their food before mine. Another customer spoke to the cashier about the issue, and the cashier gave her attitude and was doing NOTHING about the problem even though by that point 5 people were waiting for their pickups (all late). I finally got my food around 6:50 — 30 minutes late and 30 minutes of my time wasted because they decided to mark my food as ready in the app (I assume so they wouldn’t get in trouble for having late orders).

I reached out to Chipotle support and got stuck in an endless AI loop. The AI support just kept saying “your food is ready, there’s no problem! Have a good day!” Even though I was standing there for THIRTY MINUTES before my food was actually ready. Finally got through to a human, and I got a free drink coupon. A free drink for THIRTY MINUTES OF MY TIME WASTED. Wow, Chipotle. I’m blown away by the generosity.

I kid you not, I debated going to Qdoba that night (Chipotle competitor not too far away, check it out! They have WAYYYY better service than this place) and trust me when I say, I highly regret giving Chipotle my money this night instead. I genuinely will never come to this location again.

But thank god I have a free drink coupon, am I right?! -_-

EDIT: My response to the business owner: Did you even read my review? I did contact support already, and all I got was a free...

Had a DoorDash order to pick up with a promised ready time of 7:23pm and I told the staff the name of the person and the girl behind the counter rudely told me I was eight minutes early and it wasn’t meant to be done until 7:30, I told her no that’s incorrect it was supposed to be done by 7:23p and she scoffed at me. The order was not worked on for a long while and it made me severely late for my next pickup and delivery because the food wasn’t ready until 7:32. The staff is rude and should not be arguing with people who can clearly show them their system is wrong. It cost me money and time. They then turned around and argued with someone who had a promised time of 7:30 saying she was too early when she got there at 7:29. This is the worst location in the...