Chipotle Mexican Grill — Restaurant in Las Vegas

: 04/17/2023

Wow!! What a disappointment at this location!! I made an online order through the Chipotle Application, and did not go inside until after 5 MINUTES from the time the app said it would ready for pick up. The location at this time 5:40pm was slow, they were not as busy as they usually are.

I ask the gentleman for the order and he says there are no orders for me, I show him my phone with the time stamp and again he repeats himself that there are no orders, I verify the location and if the payment went through, which it did, so I ask him what am i supposed to do and he tells me to go in line and they will see what they can do, my turn comes up and they let me know that they don’t have any more of the food ídem I had ordered, I ask if they can just replace my order with something else and they say no? At this point I am genuinely confused as to what I should do next because the workers seems to not have an idea what he needs to do next and I have to ask him. What are they going to do for me? He then tells me that they will not replace my order, but I can wait another 15 minutes for them to prepare more Barbacoa?

The manager or whoever was in charge was incompetent and rude.

Also, the guy assisting me had his hair ALL OVER THE PLACE. GROSS

On top of the food not being all that great, the management and team are mediocre. How things have changed. I would have given 0 stars for the customer service but unfortunately I have to give your location an...

NEVER COMING TO THIS LOCATION AGAIN. THEY DON'T CARE ABOUT COSTUMERS. I've been coming to this one because it's closer to where I live. Before the quarantined I didn't have an issue. After quarantined and just only doing delivery or pick up, QUALITY & QUANTITY went down. I understand that maybe they didn't have enough produce and I get that but I just ordered recently & so did my sister same time just seperate orders and hers had a good amount of everything. Mine however wasn't the pinto beans were UNDERCOOKED and I order brown rice and there was barely any at all I had to find it. The container top was crushed and all my food was on one side so when I opened it up some of the sour cream and cream fell out. This is the second time. I went to another location on and their costumer service was amazing!!! The way they communicated and accommodated each costumer with positive attitude and even towards each other. UNLIKE this location whenever I walked in they just stopped and starred at each costumer in silence and there was like 8 employees crowded in one area. The other location I observed while waiting for my food that their vibe and energy even though it was 6:30 was still high and positive. So disappointed with this location. Instead of gossiping amongst each other in the front maybe the food wouldn't come out as bad as their vibe...

UPDATE: I was reached out to by a Lauren Allen from corporate via 1 email & 2 missed calls. I replied to the email with my availability for phone calls & she still called outside that time frame. I've called back dozens of times & have sent 2 additional emails asking for communication. Overall poor service in store & above.

I've waited to make this review. The visit I had at this Chipotle was horrible. My family of 4 visited on 08/25/24 around 4pm, we placed the order for 3 kids meals & one burrito bowl. We started off smooth but as soon as I asked for salsas, I was informed I would be charged for each one. I asked when they started that & Iris T informed me that they've always done this & when I told her that isn't true, the attitude started. It seemed that she assumed I was trying to get extra sides for the kids meals because I wanted the salsas & sour cream. My youngest is 5 & always dips her kids chips on sour cream. I asked for the information for the GM & her name as well. The GM was actually there, a Emma Street gave me her business card. Iris T tried to speak for me to the GM so I told her to stop & it was done with, that I would escalate this issue higher. This Chipotle has rude employees and under trained ones. It's not suited for families, seems like you'll be discriminated against for asking for a side...