Chipotle Mexican Grill — Restaurant in Liberty

I went a few months ago by ordering ahead and ended up waiting nearly an hour after the order was supposed to be ready to be able to pick it up in the drive thru. This last time (4/14/25), I ordered in the app across the parking lot with a pickup time of 11:10 (I ordered at 11:03 according to the email). When I arrived, the app said that my order was received but not yet prepared. Between 11:10-11:15, I noticed the app said my order had been prepared and was ready for pickup. I had been sitting inside the restaurant since 11:05. The person tried to convince me that my order had been picked up by someone else. Maybe that happened, but I saw no evidence how that could be possible. I was upset, and she offered to remake it. A few minutes later she comes out with 2 bags (I anticipated 1 bag), and I go out the door. I noticed that I was hearing glass bottles or something, and I see that I have some Classic Coca-Cola bottles which I had not ordered. I go back inside and point this out, and she indicates that I can keep them; otherwise she has to throw them away (?!). I hadn't opened the bottles at all. At that point, I also realized that she let me leave without the chips that I ordered so she quickly brought that out and announced that I could keep the extra food. As to why she gave me someone else's DoorDash order, I have no idea, but I finally got my order figured out and took exactly what I had ordered and left everything else there.

Given these 2 situations, I told my wife that I will NEVER pick up an order from this Chipotle again and possibly any Chipotle. Their online order system is a joke. The only way that seems to work is to dine in and order when you get there. That defeats the purpose of being able to order digital only items like Quesadillas. From what I could tell ordering online is an experience that I never want to repeat, and I'm planning to just delete the app off my phone even though I have points that I could claim.

My advice -- skip this Chipotle and the one over...

I had the worst experience I’ve ever had at a Chipotle while visiting the Liberty location on 291 on 2/13/2025. The cashier with the nose piercings was incredibly rude and unprofessional. She shouldn’t be interacting with customers.

I was sitting at the tables near the ordering line, talking with my brother, when I casually asked him how his order ended up being nearly $20. The cashier overheard our private conversation and rudely interrupted, saying, “He got steak, guac, and a Mexican Coke!” However, my brother’s burrito clearly had chicken, not steak. When I pointed this out, she just glared at me without saying a word.

I then asked my brother for his receipt, but he couldn’t find it. When I politely asked the cashier to print a new one, she dismissively replied, “It’s in his bag.” After checking and not finding it, I asked again. She rolled her eyes, muttered something under her breath in a rude tone, and began tossing receipts around, acting as if my request was unreasonable. Eventually, my brother found his receipt in his pocket, confirming that he had been overcharged for steak instead of chicken.

I had to ask twice before she finally went to get the manager. Thankfully, the manager was professional, apologized, and refunded my brother the price difference.

After 20 years of dining at Chipotle, this was by far the worst customer service experience I’ve ever had. I won’t be returning to this location, and I sincerely hope Chipotle addresses this employee’s behavior so no other customer is treated this way.

Good luck, Chipotle on 291 in Liberty—you’re...

This location is absolutely horrible. I came in and they were out of half of what I wanted including napkins and forks, which is becoming a common thing here. When I started my order I wasn't aware how out of stock they were and felt pressured to still get my food since there was a line. If I had known, I wouldn't have ordered in the first place.

I decided I didn't want it since it really wasn't right and asked for a refund through the drive thru. The guy I spoke with (white with blonde curly hair) cut me off and told me to come inside if I wanted to discuss a refund. I did and explained the situation where he proceeded to berate me for asking a refund, was arrogant, standoffish, and down right rude. He basically said it is what it is stating why they're constantly out including using the excuse of new staff and mentioned the other location in Independence makes more money (which wasn't relevant to this situation at all) and belittled me for ordering when he knew how out of stock he was on the line. He finished stating that he wouldn't give me a refund, and to call the customer service number.

When I asked him for his name so I could customer service who I spoke with about the refund, he said he wouldn't give me his name and then proceeded to say a random name that wasn't his. He continued to berate me until I left the store. Mind you I never raised my voice or was rude to him so expect the same common courtesy.

This has been the worst experience at any Chipotle I've been to and will never...