Chipotle Mexican Grill — Restaurant in Lenexa

This location is such a disappointment. I had two online orders and when i arrived, only one was on the shelf. I asked the young man working, and he just kept saying they probably put both orders in one bag, but they didn't. He finally leaves, and is gone for a very long time, about 12 minutes. During this time there was another worker on her phone, talking to her friend, I assume because she was very casual and laughing. The young man comes back, and then looks through the bag again, when I had already said there was only one order in the bag. The manager comes, and I said. I was waiting for a long time, and the young man says "I had to get my DAMN" manager. The manager, and the lady that was on her phone, and sweeping and cleaning, proceed to dig through my bag with no gloves and unwashed hands. I'm floored, and as I ask for the general manager, the manage plays this game of she is the manager. Over and over. The manager and the other female employee start speaking in Spanish, and I asked them to speak in English so that I could understand them. I'm still asking why did it take so long, and why is everyone rolling through my bag, and the young man storms off and screams, "you're being a dick". Never in my life have I been cursed at in a restaurant. None of them understood the issue of why it was not okay for dirty hands to even touch the containers of food. Food contamination gets on the package, then on my hands, when I handle it. That was so concerning, and I do not handle food or plates like that in my own kitchen. The manager emailed me the next day saying she interviewed everyone and watched the tape, but she never interviewed me. What a joke. I will never go there. I thought my incident was isolated, but clearly this is just a bad location. With everything going in in the economy, they need all the luck they can get. No one is dealing with this terrible service and experience, and food...

I try and not give negative reviews as I know how important reviews are to a business's success and how much damage they can really cause. I know this to be true since I also am the General Manager of a dining establishment in the Lenexa City Center. I use to order 2 to 3 times a week especially on busy days at my store. It's usually quick. Fits in my diets restrictions as well. My orders now are far and few between weeks. Accuracy and portion size have gone out the window. But after doing my research to see if I'm just getting bad service of my last several visits or if it's just coincidence. It's very clear that the leadership or lack there of just doesn't care. Over half of all your reviews are 1 stars... Over half of those are about portion size and quality. My bowls usually cost almost $22 each because I get double portions WHICH I HAVE NO PROBLEM PAYING EVER. Yet my bowls recently are even smaller than the average bowl from any other location. In a world where carryout is now our industries biggest focus I'm shocked the leadership hasn't done more to fix this. There is a brand new Chipotle WITH A DRIVE THRU less than 5 miles from your location on Shawnee mission parkway. I order from your store simply because of the timing but have zero problem waiting an extra 10 mins knowing my order will be accurate.

This location will stick around for awhile merely because of its name and location. But you could do far far far more in business if leadership cared and held their subordinates accountable. I truly hope you can fix these matters and realize that eventually this will be the demise of the business. Only so many 1 star reviews until doors...

The consistency of this location is truly awful. I live nearby and used this location extensively (78 times last 12 months according to the email I get), and I usually order the same thing for take out, so my sample size is pretty big. Last year they have all kinds of staffing and supply chain issues but the food was just fine for things are in stock, but this year the food itself go wrong more often than not. Sometimes my bowl gets piled high, and next time it’s half empty. Sometimes I only get what seems to be a single serving worth of protein option that I paid extra for double. Sometimes I only get a few onions slices for the Fajita Veggies, and sometimes an extra is just missing entirely, but at least it’s better than biting into huge chunks of raw red onions like last year. Maybe you’ll have better luck than me if you dine in since the staff are within your sight. App users like me have to talk to the chatbot to get fixed. I only complained in the app 3 times in total (out of the 78 orders, mind you) in the span of me opening the account, but it doesn’t seem that the chatbot is giving me freebies for compensation anymore. :)

Right now I’m chewing on what seems to be beef jerky (it’s steak but the texture really is jerky because it’s so dry), and I’ll leave you with a sad, thin Quesadilla (and half empty sides) from this location I ordered a few weeks ago. Two stars for sometimes...