Chipotle Mexican Grill — Restaurant in Lexington

Since this email was never responded to by the restauranteur, it's time to share on a more public platform:

Hello Ms. Chavez! Hopefully you've had a wonderful holiday and new year! Prior to posting any video or retaliation online, I wanted to make you aware of an incredibly unfortunate and inappropriate encounter that happened at your Plaudit Chipotle location with Kevin, a front end associate. My 2 children and I came this evening (in person) and ordered our respective meals, and I requested chips to accompany. The employees informed me the store was out of chips, but as we checked out, I saw a basket of child's bags of chips. I asked if I could purchase one (or a few) of those, and was told "these are only for kids meals". While I believe that to be the intent, I requested a manager approval to make an exception, since they were out of all other sizes. On his way to get the manager, Kevin (in front of all the customers and my children) called me a "rude customer" and asked "what is WRONG with you??" I asked if he would address a customer in that manner, to which he confirmed he was talking to me and spewed more insulting vernacular. I spoke with the manager regarding his abrasive rude behavior, to which her response was (in lieu of an apology) "well, we've had a really hard long day" and she directed me to your business card for further escalation. Not only am I a private, loyal, customer-I use Chipotle regularly for work/office meetings and I have NEVER had experiences like this one. I left your store embarrassed and insulted, instead of satisfied. I would like to remain a customer (at this location especially) but this experience has left such a poor taste, and I knew I needed to alert you of such substandard treatment from what is normally a very pleasant restaurant.

Thank you for reading, I truly hope there can be resolve/restoration...

Stood out in the cold for 45 minutes to an hour waiting on the order I placed online.. there were at least 20-30 people all standing around outside waiting on their orders that were all supposed to have been ready. There were several orders just sitting on the counter as one worker brought one bag out at a time. My order was given to someone else and then they took it back in and must have forgotten about it, had I not already paid I would have left within the first few minutes of standing in the cold and the crowd (no one could social distance) When some customers asked for a manager a worker came out to yell at everyone for "being rude to her coworker". There was no order and it was a disaster to say the least. When they finally got my order to me it was very cold and a mess. There was no apology or reason for the hour wait or terrible service and no option for a refund since everyone had already paid they had everyone stand outside in 30 degree temp and just wait. I hate leaving bad reviews, but there was no one there to handle the situation or offer any sort of resolution. Out of all the people left standing and waiting on their orders they were all very patient and understanding all things considered so the worker thad came out and snapped at everyone for being rude must not have known...

Came here 6/12 at 1:15pm. This is by far the absolute worst chipotle and perhaps fast casual restaurant in existence, it was definitely my worst experience ever with a place you expect to spend no more than 10-15 minutes ordering with a line. We walked into this chipotle on our way back to Georgia and this stop added 45 minutes to our arrival time. There were 13 people in front of us when we got in line and shortly about 8 more arrived behind us. There was ONE person making the food. A girl who is supposed to be responsible for the second options of each order (guac, cheese, salsa, etc.) was flirting with a line cook and showing ZERO effort to speed up the line. These people have clearly had no training and have no capacity to work quickly or even at a normal steady pace to keep a line moving. The long line did not exist because of a rush of customers, it existed because this was the poorest and slowest service possible. The line station was covered in food from sloppy serving. Multiple employees were standing around doing NOTHING while one person started each order. It takes basic intuition to jump in and help start more than one order to address a long line. This location needs a serious overhaul. DO NOT come here if you don’t have 45 minutes to waste for...