Chipotle Mexican Grill — Restaurant in Kirkwood

I have never in all my years at any restaurant in the many states that I’ve lived have I experienced such a rude and aggressive manager let alone terrible experience at chipotle. If you’re reading this message go to any other chipotle, save yourself the time and learn from my lesson.

I’m not sure if they’re under new management or what’s happened to this specific chipotle but I can count maybe 10 times in the past month where the store is supposed to open at 10:45 but they don’t open they put a sign up and say that they’re only taking online orders and they lock the doors to keep the customers out but they want you to online order. Then you place your online order and then you wait from between one hour to 2 1/2 hours from the time you place your order to have them walk it to the door to give it to you.

I went in today but before I went to the store I called at 1 PM to make sure that they have the three hours necessary to unlock the door or the staffing adequate to allow customers to go into their store to buy their food. Jaime the manager answered the phone and she said that the store was open and that I could come in and purchase food. I was given a card for free entrée replacement from them messing up my last order a week prior. I went to the line I ordered my burrito as usual I went to check out I gave the card to the lady she looked confused and then she said to scan it so I scanned the card and my total was $9.67 for one burrito. I said I think there’s a mistake this card was supposed to replace an entrée for the last time that I ordered online because you guys doors weren’t opened and it was supposed to replace the burrito that I ordered and I ordered the same thing every time I go there.

Jaime the manager said these words to me in front of a restaurant full of customers. “Oh I see it’s you again! it seems like every time that you’re in our restaurant there’s some kind of problem, you’re one of those customers who always complains to just to try to get free food”.

I found this to be incredibly rude seeing how the free card that I got to replace my food was because of their inability to open their store on time and or make the orders through the online system that were correct. I am not a serial or habitual complainer if you look back through all my reviews I’ve only reviewed one other restaurant 10 years ago in a different state for having bad poor service, so when I say chipotle get your act together this store needs more focus than any other I’ve ever been to. I’ve been to chipotles in many states all across the United States and I’ve had a great experience at every one of them, except for this one, rude, aggressive and a repulsive look from Jamie also not a single employee made eye contact with me they all kept their eyes looking straight down no one said hi to me no one greeted me in anyway this was overall by far the worst experience I’ve ever had at any restaurant in the entire United States. Chipotle put focus on this store, send an area Director for customer relations to the store. You’ve lost my business. ...

Over the last couple months, I’ve had several more NEGATIVE experiences with this Chipotle than positive. It hasn’t mattered what time of day I’ve gone, how busy or not busy they were, etc. Tonight we ordered carryout online. Our order was 20 minutes late, despite only a few other customers being there. When finally bringing out our food, the lady told us they had no chips to go with our order of chips and guac, and to call their 1(800) number to get a refund on it. Alright, bummer, but not the end of the world. We took the food back to the car and realized they had only given us one fork for two bowls, even though we had just asked them to make sure there were enough forks in the bag (they’re still under COVID-19 procedure, so we can’t get them ourselves). I guess we’re just supposed to share a fork now. Then, when I opened up my VEGGIE bowl, I discovered there were ABSOLUTELY NO VEGGIES - the main ingredient in the thing. I walked back up there with it, and the lady just uncaringly said “we don’t have any veggies.” Um, okay? So you couldn’t tell us that up front when we picked it up? And you couldn’t have offered to substitute with something else instead, since I literally paid for this and the main ingredient isn’t even in it? Nope, nothing. She had just hoped we would have taken it home before realizing all these things. I’d also like to add that while waiting, through the windows we saw a worker on the line who was wearing gloves, take out their cell phone, text on it, and then continue making food with the same gloves they just touched their dirty phone with. All I have to say is thank god we didn’t get burritos. Tonight, along with another day recently when we went and were refused two drinks that we ordered online with our food - and even showed them the email receipt that clearly showed two drinks - I’m just so disappointed with this Chipotle. I wish there was another location closer to us. This is coming from a person who has worked in the food industry since they were...

We just left the Kirkwood location after being completely ignored by the 6 staff members. Where is the manager???

It was 8:45. We walked inside to a staff member putting up the last 2 of ALL the chairs. We asked if they were still open and they said they closed at 10.

I would think that if they want to close down half the dining area they would leave some chairs out. It was obvious they didn’t expect anyone to come in.

Only one person was making food and she had several burrito bowls for a carry out order she was reading off a receipt. She was visibly overloaded. I do not believe it was fair to expect her to do everything.

Two people were eating and I agree they deserve to have a break but there needs to be a system when people want to take breaks and guests come in. Why couldn’t one person take a break at a time and 2 were available to make food?

If only one person is in the position (trained) to make food, the other two should not be on break at the same time. There were two people in the back cleaning. They didn’t want to come out either.

Another staff member was wiping off the soda area. They could’ve easily came over to help. This person didn’t even come over or look at us.

No one wanted to look at us. No one made eye contact. Everyone pretended we weren’t there. No one said a word.

We stood in front of the girl making the carry out order for several minutes. We kept waiting for someone to come and help. She didn’t greet us but it’s clear she was not supported in her position. Again, where was the manager?

We eventually left. No one stopped us to apologize or anything. No one said have a good night. As we were walking to our car we saw more staff members come out to watch us leave.

That was ridiculous. We understand it’s late. But there was another 90 minutes left of operating hours.

We really hope that the next time we come we are greeted and welcomed. We are...