Chipotle Mexican Grill — Restaurant in Kansas City

Update: After calling other stores to get the situation rectified, I was given the number to a DM who then contacted me and made everything right. I still WILL NOT be going to this location. The Barry Rd location is the best.

This is THE WORST CHIPOTLE LOCATION!!!! If I could give negative starts I would. This place is awful. SLOW service, the prep area always has sauce and food smeared on it, and Team members talk over you, and when your order is wrong or you are overcharged like I was there is no apology, no effort to make it right or anything. To avoid conflict today I just walked out. I was shorted on my refund after being told that the food wasn't free because I asked why I being charged again. I just wanted to know what was going on. I ordered 2 kids meals and was charged for adult meals. I came back in an asked to get the adult meals since I was charged for them. The manager was rude to me, condensing in her tone, and made me feel like I had no right to quality service. She literally talked over me the entire time. A crew member finally had to tell her what I was trying to say. Not only did I leave embarrassed, I also left with only a partial refund. After the manager gave my partial refund she threw my receipt and told me to have a good day. She then, walked off. When I asked her about my other refund she yelled for me to have a nice day, then my bag of food was thrown away. I immediately left because I am not going back and forth, causing a scene. Nor am I stepping out of character. I called to question my refund and was told to go online. I am disgusted with this location. Poor customer service, and poor quality food. I have never experienced such a gross display of service. Unacceptable behavior from a "manager". No customer service line so there is no way to hold anyone...

I genuinely worry about these employees. They are always overwhelmed or understaffed. That's not on them though. Management clearly doesn't focus on employee wellness as I've been to this location multiple times and the crew look downright dejected. Some of them won't even acknowledge you. They just keep their heads down and wait for you to say something and if you don't they'll just stare at you. I imagine this could be from, again, staffing issues and a few people having to work way more than is reasonable.

It can be quite slow, but that's a by-product of the online ordering systems that came in by way of the pandemic. There was very little training done on how to handle the influx of orders that cut through the physical orders happening in stores and not enough people to adequately cover each station leading to bottlenecking for customers and employees. When that happens nearly every part of a business starts to lean. Echoing what others have said about general cleanliness in the food prep and dining area. But what do you expect? There are usually 3-4 people on the floor doing everything from taking orders, making orders, cooking food, ringing up, and managing the flow.

These fast food and fast casual restaurants need to do more to incentivize employees by prioritizing their mental well-being with more than $15 an hour. Team cohesion and culture should be at the top, too. I don't see any of these large chains doing that. This is just a symptom of a bigger problem.

Having said that, if you do go to this location just go easy. Your time isn't more valuable than anyone else's and these people are being asked to remain calm and cool and deliver the same experience a thousand times a day, over and over again. Your burrito isn't worth...

I waited to review this location since it was newer. After my 7th visit, I can say inside of the location is average service wise. Each time I’ve gone in there have been different employees so the consistency of the food varies quite a bit. This location tends to hire on the younger side. You can see the results of that by the lack of conversation, kindness, urgency, consistency and attitude towards customers.

When this location was new, I recognized employees from the Boardwalk location helping this location get started. It was much more efficient and the employees put off a better vibe. Employees at this location act like they don’t even want to be there and that it’s sometimes a hassle to take your order when you walk in.

I can’t speak for the drive though, but I watch them make their to go orders and it’s way slow compared to the Boardwalk location.

Portion size wise, this is below average To average at best. When I order double steak or chicken, they usually aren’t full scoops by any means. Once again, the Boardwalk location beats this location out handily in portion size.

Food quality has been average here. I’ve had a few purchases where the chicken or steak just wasn’t good at all and other times it’s been great.

Overall this Chipotle is below average to average in its current state. It appears to need solid management/team leaders as well as employees that appear to be more friendly and have more urgency.

Review as of 06-01-2021. Will update review...