Chipotle Mexican Grill — Restaurant in Kansas City

Ordered to-go last night and had a terrible experience for the first time at any chipotle in Kansas City. We ordered our food including large chips and guac. in the app. We drove to the restaurant. Delivery drivers were huddled up near the very dark entrance. They had a small, difficult to read sign on the door that said "knock...". Again, it was extremely dark. If you know that people are showing up to pick up food; please do a common sense thing and leave a light or 2 on. That's good customer service and good management. After 10 minutes standing at the door and knocking, an employee opened the door and silently looked at me. I told him I had an online order. He came back in seconds and handed me my bag. This is where it went wrong. I walked back to my car across the street. Looked in the bag and no large chips that I paid $6 for. Went back to the door. Another 5-10 minute wait. Food is extremely cold by now. Different employee opens door and ignores me as he's calling out some delivery drivers' name. He tells me nonchalantly that they're completely out of chips. I asked him if someone was supposed to tell me. I said no one told me that and I already paid for the chips. He shrugged and attempted to close the door on me. I asked to speak with the manager and was handed a card with a number. The same number goes to an automated system and NO ONE at the restaurant picked up the phone. Frustrating. Here's the kicker...how many orders went out with those poor delivery drivers that had no idea the chips were out? Their customers must've complained as well because the people working that night did NOT explain to anyone that chips were gone. How many people got screwed out of chips? I'm sure management sees but will they reply to this review?? TL:DR: Do not visit this chipotle. They hand out incomplete orders without telling you. They have no method of contacting a manager. Food portions were also...

We frequent this Chipotle because it's right next to the library, and order the same things every time, including a kid quesadilla for our toddler. Every. Single. Time. He called Chipotle "cheese" because that's what he expects to get there. The last time we went in, the girl at the top of the line told us that the quesadilla was available online only. I told her I always got it here with no problem, and it's a very easy thing to make (put cheese in tortilla, fold in half, put in the pan, done), and that it's on the menu above her head, and there's nothing indicating that it's not available in person. She just shrugged and said, "I don't know, I've just started here." I gave up. My toddler screamed at the top of his lungs for the next 30 minutes because he didn't get his usual quesadilla. Anyone who has a toddler would understand that these little ones are extremely routine dependent, and when their (very simple) expectations are suddenly thrown off, they can turn into monsters. Even with a crying 3 year old, we got no sympathy at all. Come on, all we needed was a cheese quesadilla, and this whole thing would not have happened. This experience spoiled it all and we probably will never come back to this particular Chipotle, or any Chipotle, because we don't know if we can get this stupidly simple cheese quesadilla or not, and we really don't want to risk our kid turning into Hulk when said quesadilla is somehow only...

Chipotle gives you just what you expect. Tasty food prepared to suit (with their mildly addictive cilantro-lime rice), in under five minutes - barring the long lines because they are so popular. I'm lucky to have a Chipotle directly across the street from my office, and so I've begun using the App for take out orders. In six orders I've had mistakes twice (food items missing) and I've learned to disregard when the App claims my order will be ready and just give them another 10-15 minutes. My primary complaint is with the App, that it over-promises and gives you an unachievable pick up time. I don't mind if the staff takes care of people in line first, I am not one of those folks using the App from the dining area to digitally "cut" in line. I just want a reliable pick up time so I can keep working until my food is ready. As always, fast food places like this ought to hire a full time person to wipe down tables and keep the dining area cleaner, even if it increases the price of every burrito 20 cents. The Chipotle interiors (simple materials thoughtfully detailed) look a lot better when the galvanized tables and counters are not dirty with food. On my most recent visit the staff were doing a great job of cleaning behind the counter and switching gloves between cleaning, taking money, and food prep. Good job to the staff. Fix the app please, the app really seems to have no way to track when my food is...