Chipotle Mexican Grill — Restaurant in Kansas City

Absolutely terrible for the last year or so. We have ordered several times from the app for take out, unfortunately. Every single time something has been wrong. Actually, every single time, multiple items have been wrong. Missing guacamole (that was still paid for on the receipt), wrong protein, no protein. Every time when I call, they say “bring it back in so we can fix it”. NO. I ordered online because I have other things going on in my life, believe it or not. I don’t have time to make another trip back for you to fix what shouldn’t be hard to read in the first place. I have never understood why it is so difficult to read a receipt and put the items in the bowl. I don’t care how busy they are, it’s not difficult to read.

The reason I am posting this today, is we had our final straw last week. I told my wife that I refused to order online because we have not had a correct order in months. I chose to go into the location. Naturally, peak times, I was there for almost an hour waiting. I wasn’t even that made about that. I was reading the order off my phone while the gentleman was making the order. I asked for a bowl and a burrito, along with a kids meal quesadilla. The burrito was on the counter first, followed by the bowl and kids meal. So, naturally, I started reading the directions for the burrito. Little did I know at the time, he grabbed the bowl and put all of the burrito ingredients on the bowl and visa versa. Yes, I know, my mistake for not watching them make it. THEN the best part. I used a reward for a free entree (which it’s asinine you can’t use more than one reward if you have the points). The total came to $40 and some change. I thought that was awfully high but I went ahead with it anyway as there were several people yelling at staff because they had a promised time that was 15+ minutes late. I look at the receipt later, and I was charged for an extra burrito. Called, said to bring the receipt in to have it fixed. Again, I don’t have time for that. So I ate my extra burrito cost and moved on. I will not be back to this location.

Oh, and I asked for two bags of chips and the cashier said “sorry those are for online orders only”…the whole shelf was full of chips. Why are you promising items for online orders when you can’t even get them done in time? Or get them right? So I asked the cashier if she was really going to make me step aside to order the chips on my phone real quick. She said “fine I’ll do it this time”. This is not the first time I have tried to get chips or guac and they say it’s reserved for online ordering.

Online ordering has absolutely DESTROYED this location. It has not been the same since they started it. Hope they fix it for the people that...

This location near Liberty is usually pretty good, the food almost always tastes good, the staff are nice and the lines are of course long. However today, the lines were just as long as usual, but the line moved very slowly. When I got to the counter, it was complete mayhem, the amateur hour. The guy who heats up the tortillas was getting frustrated because the burrito wrapper kept making holes in the burritos and had to re-do them. The burrito wrapper didn’t seem to care much about his work and was always joking around, and was very slow at wrapping. I assume he was new, which is fine, but at least act like you care about the work. The staff weren’t rude, but they weren’t super nice either.

I noticed the burrito-heater would set the new tortillas on top of other people’s uncompleted food, like right on top until the food line moved. This happened several times. The red plastic dividers they used were just set on the tortilla bread of uncollected food, literally touching the rice etc. These usually go between orders in the making on the steel counter, but today it was in the food. The staff members continued to get frustrated at each other and the burrito wrapper, while getting a side of queso, waved the sauce spoon over other people’s food for a few seconds. It didn’t look like any queso got onto some customer’s food, but it annoyed me very much. The burrito wrapper poked a hole in my tortilla, and had to dump the contents on a new tortilla, which touched someone else’s food, or at least the foil did, while I watched. The burrito wrapper didn’t seem to know how to wrap a burrito even with the new tortilla, it took him several attempts and about ~1 minute to wrap it, and he seemed very amused that there had been a hole in my first tortilla. The cashier went inside the back room for a minute leaving me just awkwardly standing there, waiting to pay. The burrito was barely lukewarm and tasted like only black beans, for which I had asked a little bit on top.

Overall this store experience was annoying, the staff acted unprofessionally and sanitation was not a major concern at this time, nor was quality control. The burrito was not, I was frustrated and didn’t even eat half the poorly wrapped burrito, and I went somewhere...

Honestly, I don’t even write reviews.... like ever, but this Chipotle location has started to aggravate me so much that I felt inclined to do so. I come as often as 2, MAYBE three times a week, so when I come and basically 80% of the time they have some paper sign on the doors to let me know that something is out, it tends to become redundant and seems that somewhere within management someone is lacking. Lately, it has been the chips. They wrote that it was a machine failure, so that’s pretty understandable. But then after a day of it being fixed, I am back and once again the chips are unavailable. Seriously guys? The other ingredient that’s almost ALWAYS out is Guacamole. Here’s the thing, if it happens once or twice, whatever right? If it CONSISTENTLY HAPPENS, it is clearly an issue when it comes to estimations and that blame usually lies within human error. So it really seems like you guys NEED to figure out your weak link and deal with them however necessary. If you know this store is unusually busy most days then it’s be pretty smart to just overstock things and provide excellent customer service, rather than have a shortage and disappoint all the customers. Idk, maybe I’m just a little irritated and disappointed, but if you guys can’t seem to figure it out eventually I’ll just go to a different one I guess.

As far as line/cook employees goes, I’ve never been given attitude or anything. But I’d also like to add, don’t have a pick up possibility if you can’t guarantee the food will be ready at the PROMISED time for pick up. I’ve had it happen where I came for my food and saw the entire line get there food before I was given mine, which I had eventually just go up to the cashier...