Chipotle Mexican Grill — Restaurant in Mansfield

Horrendous customer service. It’s unfortunate that I am unable to post a 0/5 star review. My family and I have been customers at Chipotle for almost a decade. And we visit this location, sometimes, multiple times a week. Today, my husband visited this Chipotle location to order our usual family meals. When we arrived at home, I opened my bowl and almost began to eat until I saw a green insect crawl out of my lettuce. The insect proceeded to crawl around the rim of the bowl, at which point I snapped a photo (See attached/posted photos). I was highly disgusted and my stomach was turning. I wrapped our bowls in aluminum foil and my husband promptly returned to this location to report the incident to the manager on duty (on 11/30/19 @ approximately 6:30 PM CST). My husband explained what had occurred and the manager insisted that it was policy that all she could do was either issue a refund or remake the dish. Wow! That was absolutely absurd. We just discovered our food was contaminated and all she could do was issue a refund or offer to remake it? I’m not sure what paradigm Chipotle is following but in my experience this is NO WAY to keep a long time customer. I am highly disappointed and disturbed. I followed up with the manger via phone and informed her that I would be filing a formal complaint with corporate, and the BBB. Still, there was no fair resolution offered. I’m still in disbelief with the manner in which this was handled. Also, the guacamole was completely browned and we could not redeem our reward of chips and guac due to the fact that the guacamole was not fresh. It appears that over the past few years the quality assurance/quality control of Chipotle has suffered, but apparently so has their customer service. Shame on you, Chipotle.

UPDATE (12/02/2019): Chipotle Corporate did reach out to me. A customer incident specialist at the Corporate office informed me that he did contact this location and spoke with management and higher management. He assured me that they do take all feedback seriously, especially in regards to QA/QC concerns. I was very pleased with the communication and attentiveness. He also made sure I was reassured that they problem was being addressed and that I was taken care of due to the incident. I don’t know whether or not I will be returning to this location specifically. But I will still remain a Chipotle...

Apparently Chipotle's online ordering process was down this evening and the company still allowed you to place orders online. When you arrived to pickup food at the predesignated pickup time the cashier would come to the pickup rack to tell you about the problem and let you know your options of a refund or stand in line to once again place your order. As a national company the tech side should be able to tell you no online orders currently available. They were able to turn off the delivery option so why not the online pickup option too? If you ask me this was intentional so Chipotle wouldn't lose even more money from people not willing to show up to stand in line. The line was almost 45 minutes long and management was a young man maybe 19 years old attempting to calm the crowd of unhappy people about there order. The GM should have been there dealing with this. Keep in mind these are people that showed up thinking their food was ready to go on a shelf in a bag. Thoroughly disappointing and unacceptable by any standards especially a big company like Chipotle. Will adjust rating after subsequent visits. Had a subsequent visit 4 days later (see photo). Restaurant was in shambles upon entry. Watched two people leave because after 10 minutes they weren't greeted by anyone meanwhile 4 employees stand over in the doorway to the kitchen chatting about their Instagram and ignoring everything else. The people walked out. 10 of us ordered ahead to pickup. All of the 10 orders were more than 30 mimics later than the given pickup time. Asked for a manager again and there was no manager in the store and noone knew where he was. This store is a joke DO NOT ORDER HERE. Eat Freebirds or if you must have Chipotle make the drive to another store. Ordered again August 7 2021: received order it was supposed to have double meat and light rice... It had double rice and little meat. On top of that the rice was severely undercooked. If I could give 0 stars I would. This is getting ridiculous. None of these employees seem to care about customers getting their moneys worth for what they pay for and noone is paying attention to the details...

NO VEGGIES, NO CLEANLINESS OR SUPPLY., NO DESIRE TO DO THEIR JOB! 3rd time in a row this place has been a fail. Today, stood for 10 minutes waiting for someone to bring out white rice. This was at the beginning of lunch hour! The person in front of me wanted white rice. There was non in the bin. The employee just stood there and waited until someon brought it out. He did not go back to ask, encourage or explain the line was now out the door. This is the beginning of lunch hour. How are you not supplied up! There were 5 employees I counted just standing and waiting as well. 4 that were working hard. Once we finally got to prefer there were “NO VEGGIES”. At least put out a sign before you make me wait 10 minutes. For rice and start my bowl before telling me there is no veggies!!!! Finally settle for my order. I was tempted to just leave it and walk off. Then went to get me fork and napkins and there were no forks and the napkins were a mess. The tables were all dirty!!!!! This is the last time for a LONG TIME!!! This is not an employee shortage issue but a work...