Chipotle Mexican Grill — Restaurant in Lewisville

Y'all need to ensure that customer service is included in this huge meeting. I'm very upset with my visit at the 2605 stemmons fwy location. I placed an order online and pick-up was scheduled for 9:45pm. I get there & go to the lady making the food & said I'm here for a pick-up under Angela C items listed as Nina & then she sent me down to the register and the lady running the register said give us just one minute and we will have that right out for you. She gave me cups to get my drinks while they got my food. Well, I was done getting the drinks together & let me tell you I was so upset I couldn't even say a word. I watched them fix two women's orders after me... I was like okay... & they weren't eating in and it wasn't an online order just a to go order. Then they started making 1 of the bowls that we ordered. Then 3 other guys walk in and I'm still waiting... Thinking what is taking so long on my order since I ordered it a long time ago! Had I known they were going to serve everyone else before me I would have stood in line and created the bowls that were ordered! Then those 3 guys were all served got their food and stuff and I'm still waiting! Finally they started making the next bowl. I stood there the entire time & still couldn't beleive all those other people got their food before I did! So finally they gave me the bag and we get half way down the street & I started thinking about it and I didn't recall seeing the girl put guacamole on the one bowl and sure thing! She did not & she was reading everything off of a piece of paper too!! So I had to speed back before they locked the doors to get the guacamole. I kept my cool but I'm pretty sure my face looked pretty upset! So I waited for everyone to get their food and I was served last even though I placed my order online & didn't leave till 9:52pm & had to go back for the guacamole... I think this should be addressed as to how to handle online orders & to have a first come first serve policy like when the customer is there waiting! The cameras should be played for everyone that works at Chipotle & use this as an opportunity on how everyone can learn from this customer service mistake. Next time this happens I will record it for all to see. This just isn't right and I would like a follow-up regarding this issue. Btw food tastes great, but service was Not...

This review would have had a 1 star review if it wasn’t for the store manager Hu Nan I think is name was, handling my complaint properly. I ordered a chicken salad bowl and the night shift supervisor Kevin was the one to make it. Instead of greeting me professionally and ask what I would like ( like he did the customer in front of me), he instead just stared at me. It was awkward and I don’t even know Kevin on a personal level and have never met him before. I asked for tomatoes in my salad but the bin was empty. So instead of getting a new bin of fresh tomatoes, he dug his hands in the practically empty bin and scraped what he could with his hand. Then he grabbed corn with his hand and put it on my food and then he scraped off guacamole with his hand onto my food. At checkout, I asked for a glass of water and he got one and slammed it onto the counter. Again I don’t even know this guy yet he committed these actions.

I spoke to the store manager about it and he showed me the video capturing Kevin committing all these unprofessional unsanitary actions. The store manager apologized for the disgusting behavior of his night manager and said he doesn’t understand why Kevin would do such things. As if he is supposed to know better. Apparently he doesn’t. He complimented me with two free meals and he said he’ll talk to Kevin about what happened. It was absolutely unacceptable. Additionally I saw Kevin give free food to 3 of his friends while I was there. I’m not sure if you’re supposed to do that but I’m pretty sure you’re not. Free food to 3 people. 3 of his friends. Wow. I’m glad the store manager tried to remedy the problem but honestly his actions were completely unacceptable and definitely were not provoked. This is not the behavior of a supervisor or manager. I think something more should be done than just...

i work with a large company, thought it would be nice to use chipolte for a good shop lunch. i was sadly wrong, never again will i order from the 1-800 chipolte hotline. I placed the catering order a week before the day of our shop lunch which was an order of 60 People or more. I specifically requested the hotline for Delivery only, i kept asking the Representative on the phone if this Catering was for sure set for Delivery. Representative on the phone confirmed that this order was for delivery. I revived a confirmation by email and noticed the receipt stated pick up at this location........i was confused and contact the hotline again a couple of days later to verify what this email meant, the person on the phone told me to disregard the email that it shows on their end its for delivery. the day of my catering it was scheduled for delivery at 11:00am om Monday. i got a call around 11:30AM from a representative at the vista ridge mall location asking when i will be picking up my food. i Then called the 1-800-Chipolte Hot line and they were sorry for the misunderstanding but with the amount of food i was ordering for and the amount of $876.83, the catering service could not process the delivery for over a certain amount due to their policy. therefore i wasted my time and if i was informed that from the beginning, i would have never set for the...