Chipotle Mexican Grill — Restaurant in Leander

Negative stars would be given if available.

Poor customer service and lack of etiquette will be the eventual end to a business even if people enjoy the food. We placed an order through the app today and order was supposed to be ready by 8:10pm CST. Waited in the drive thru line and didn’t get addressed until 8:45 CST. No one came out to our car to let us know there was a drastic delay…we just sat in line and watched as car after car got mad/frustrated/impatient and either left the line to address the issue in the store or just left altogether.

At 8:45pm CST, we reached the employee at the drive thru line and this is when we received such a poor grade of customer service that we will never go to this location again. NEVER.

The employee informed us that it would be AN ADDITIONAL 40 MINUTES because there were 6 orders ahead of us. So remember, our order was supposed to be ready by 8:10pm and it was now 8:45pm and she was telling us that it would be AN ADDITIONAL 40 MINUTES.

Did she apologize? NO. Rather she just sheepishly laughed when she delivered the news. Did she explain why there was a delay? NO. Did she empathize or offer a solution or alternate idea? NO. Also, I’ll state the obvious. How can this location survive if it takes them 40 minutes to complete 6 orders?

We asked for a refund. She said they were not able to process a refund in-house and offered a number to call. Once again, no apology, no explanation why.

She wrote the number on a scrap piece of receipt paper and when we asked to speak to the manager, she looked over her shoulder and said, “This is it.” We asked her to clarify and she said her and another male employee were the managers. My husband asked her for her name and she said, “No sir” and shut the drive thru window and looked away.

Are you kidding me?! For reference, she wears glasses, hair was in a pony tail and was working the drive thru window the evening of March 3, 2023. If she is truly the manager, this Chipotle’s leadership team should be ashamed and embarrassed.

If this is how you treat your customers AND you are unable to handle not only your drive thru customers but ALSO your walk-in customers, why would anyone go to this location? With other food business literally a few feet away, you must be very confident to treat your customers this way and not think your business will suffer.

I reported the incident as well to their customer care team because if I have to call in for my refund, it is also the perfect time to also succinctly detail my dissatisfaction with my visit.

Spend your hard earned money elsewhere, folks. Or drive to another location. This location will only frustrate and...

I've been here in the last 2-3 weeks and again today. Overall, the food served here and the serivce has been good, so no complaints there (I'd say they average around 4 stars, but I'm deducting stars for the following reason).

But since my last visit (so this is a very new thing) this location has come out with a new policy to charge $1.60 PER vinegarette dressing you request. And though it seems like they've started putting a little more dressing in each container, the volume levels are inconsistent and you're still not getting a full 2oz per serving.

There is no signage regarding the change. And blame should not be on the line or cashier employees whether they remember to warn customers of such a big change or not. This was management's decision, and they chose not to make it clear that the change occurred. Like, just put out a typed sign next to the dressings.

The actual cost seems to also be set by local management, as (1) most stores, at least in my experience, aren't charging for these to begin with, and (2) the ONE store I've been to, out of probably 10-15 locations this year, that was charging for dressings charged 50 cents per dressing, and only when a customer requested more than one dressing (so the first one was free). Look, I get you need to cover costs, but if a dressing comes with a salad bowl for free, and the burrito bowls cost the same as a salad bowl, charging for the first dressing when the difference is mainly semantics since all bowls can be customized, seems a little silly.

Perhaps this is a franchise-wide policy change. And if so, that's sad but not surprising, I suppose. My biggest beef here is the lack of notice and honestly, that price seems a bit steep for what you're getting.

Anyway, thought I'd warn others. Pretty...

I had a terrible experience with this Leander Chipotle location and their catering last Saturday, June 22nd. I ordered TACOS for 35 people for a party at my house. My sons picked up the order. First, they had to wait over 30 minutes after the time of pick up because it was not ready. That was not a big deal...luckily I anticipated that and ordered it for earlier than needed. meat portions were extremely light...we ran out of food quickly. AND, we were given one container of cheese and 13 tortillas and 10 shells for 35 people. When I called (had to call corporate of course because Chipotle doesn't put calls directly through), they were helpful in getting a manager on the line. The manager was super unhelpful...I wish I had gotten his name, but sadly I had a house full of people and was flustered and forgot. I was flustered about the $700 worth of food, yes. But mostly, I was upset because the manager would do nothing to make it right. He said they couldn't deliver the missing items because they only had three employees, which I understood. But, when I asked if I could send my son back to get the tortillas and cheese to be able to eat our tacos, he said they wouldn't make us more because we got what we ordered. Tacos for 35 people.....13 tortillas. He would not make it right, so I finally just said I was hanging up (after at least 15 minutes) and I would call corporate on Monday, which I did. I had to pay to order cheese and tortillas from the local Mexican place and have my son go pick that up instead. We make a lot of chipotle orders, but will not be giving them our...