Chipotle Mexican Grill — Restaurant in Lawrence

I’m a long-time Chipotle fan. I ate my first burrito from Chipotle in 2001 and have eaten there nearly weekly since then. I still love the food, but I’ve had enough of them skimping on the meat while continuing to raise prices. The attached picture is my chicken burrito bowl with all of the chicken picked out and sitting in the foil lid. This was an online order, which was also supposed to include cheese. There was no cheese in my bowl. I’ve given this a chance several times but I’ve had it. Why can’t they get the online orders correct? Why can’t I get the same amount of meat that I get when I go through the line? I’ve had it. Fix it, Chipotle. You’re losing customers.

Update: Three months later I decided to give this Chipotle another chance. Instead of ordering online and picking up I went inside and went through the line. The burrito I got was really good. Plenty of meat, good flavor, and very fresh. I still am gun-shy about ordering online because I think there's something to be said for the customer watching the meal being constructed. I think it makes the worker think twice about how they make it, as opposed to rushing through an online order with no one watching. I'll give it a shot...

If I could give this -5 stars I would. They just can never seem to get my order right when I order online. I ordered recently and I had it delivered to my house and of course 2 drinks were missing. When you count in tax, tip, delivery fee, ect. it all came out as a total of $35! So I’d expect it to be a correct order. I called and informed them my drinks were missing. they said that I could either pick it up (defeats the purpose of delivery if I have to go pick up the other half of my order. I had 3 kids at home and couldn’t leave them) or could ask for a refund. So I asked a refund. And surprise, surprise, not only was the girl on the phone rude but I never got my refund. I paid through PayPal and she never asked for any information. Just said ok we’ll refund you and hung up. And of course 24 hours later and no refund. Oh and my burrito was cold. Honestly I’m over this place. I’m never ordering here again, it’s such a hassle. I would have been ok with all of this if they were nicer on the phone and actually refunded me. Instead they made me feel like it was MY fault that the drinks were missing. As if I was the one preparing my order. Smh. Just the worst...

The food was fantastic as usual, but the staff seriously needs to improve their customer service. When I walked in, a girl greeted me with a warm smile, which was nice. However, when I asked for corn, the man serving (who seemed to be Mexican) condescendingly said “please and thank you.” I corrected myself and said “please,” but as I continued to ask for other items, he repeated it again, like he was trying to make a point. I wasn’t being rude — I had said something like “can I have…” What really upset me was when the next customer, a white man who didn’t say please and thank you either and the staff didn’t say a word to him. It’s not about the other customer, but as a Korean woman, I felt singled out and treated unfairly. The food was great, but the service was disrespectful and it completely ruined...