Chipotle Mexican Grill — Restaurant in Los Angeles

Dear Chipotle

I am writing to share a disappointing experience I had at your Mission Hills, California location on [date] around 2 PM.

I visited the restaurant with my younger brother for lunch. When we arrived, there was no line. My brother stepped up to order, and I stood behind him to decide on my meal. Once his order was completed, I was surprised to see the employee skip me and serve a coworker (who appeared to be going on break) instead of taking my order.

When I expressed my frustration, the cashier asked if I was going to order. I explained that I had intended to until I was skipped. I then requested to speak to the manager. During this time, I overheard the cashier tell the manager I was “being rude and nasty,” which was both unnecessary and unprofessional.

The store manager walked in shortly after and simply instructed the team to comp my food. However, when I spoke to her, there was no empathy or acknowledgment of the team’s behavior. Instead, I was met with an indifferent attitude and was told, “What do you want?” as if the goal was to quickly dismiss my concern.

I felt disrespected throughout the experience, both by the cashier’s attitude and the lack of customer care from the manager. This situation did not reflect the standards I expect...

It was our first time here and I was so excited cause I’ve heard a lot of people talking about chipotle. Soo I decided to bring my sister and parents to eat we ordered 4 burritos. We were saying what we wanted to a girl with glasses and to a guy. Everything was cool until this other girl with a tattoo was being all rude rolling her eyes at my sister rushing her to tell her what else she wanted on her burrito. That wasn’t very nice for her to have an attitude like that. And then I asked a cashier another girl with glasses, who the manager was and she just yelled across the room to the “manager”. He told me he was just shift manager but to call tomorrow and ask for Jose if I wanted to speak to him. So my point here is that we were not treated politely for our first time in chipotle and I will not come back. I’m sorry but some people’s attitudes aren’t necessary specially if they’re making your food. The only person who treated us nice was a young lady that was putting ice in the fountain drink machine she’s tall she has long black hair and she’s dark skinned, she was very polite and calm the whole time when we would ask her...

Everything was prepared competently. We ordered online so we wouldn't have to wait. I arrived at 7:15, right when the online system said it was promised to be ready, but no dice. No burritos, either. Nobody had bothered to do anything about the order, though I watched as four other separate orders were picked up from remote orders. They offered me a drink for my trouble. So overall, not horrible, but what's the point of ordering online if I have to stand there and wait while it's prepared after everyone else in line as well as four other online orders? Didn't speed things up at all. Sounds have asked for free chips instead of the drink. The chips are really good. As for the rest of the food, it's always great. I did have another issue this time, which is very unusual: there was a whole bay leaf in my burrito! I get those are for seasoning and all, but I think they could at least be removed so I don't get a big leaf and its stem in my food. It probably sounds like I'm just angry and ranting, but no, despite all these things, I'd still go back! The food is that tasty. Be warned, it is pretty spicy, but that how it...