Chipotle Mexican Grill — Restaurant in Mauldin

HORRIBLE CUSTOMER SERVICE. Avoid this location!!!!

Husband went in for a kids quesadilla with the chicken on the side. Calls me asking how much it should be since he paid more than $8 and in the menu it’s not even $5; turns out he was charged for extra chicken.

I ask him to please go in since it is clearly a mixup, but the male voice I hear says they cannot do anything. I have him ask for the manager so I am speak to her and she says that it a a new policy since protein on the side is a larger amount than inside. I say that while I understand, it makes no sense because they are charging for extra chicken like for a bowl, yet a small portion of chicken is given and this does not count the chicken that should already be inside… I also asked when it was implemented and she said in early April, but I tell her we had just been this past week at another location and we were not charged for extra chicken.

Long story short, I please asked for a refund on the extra chicken as a courtesy (and that next time we will order differently) and she says yes. I thank her and then I tell my husband what we spoke. She had at this point disappeared from sight and did not say anything about the refund. (Clever, huh?)

Manager then says there will be no refund. At this point we realized it was fruitless to do anything there and leave.

Have reached out to corporate about this because it is...

This location is consistently A DISAPPOINTMENT! My husband has been here on several occasions around 09:15 PM and we’re told they were closed eventhough the posted hours say 10:00 PM. I understand things happen when you may run out of items every now and then but that’s when management needs to check inventory/order points, etc. Tonight we visited this location and when we walked in, we were told that they were only accepting online orders. Ok, we go back to the car, place an online order and wait 20 minutes and go to the drive through to pick it up. As my husband is about to drive off, I asked for vinaigrette and the guy at the window said they were out. I asked if they were really out or if they just didn’t want to go back to fix me one. As I’m speaking to the guy, my husband is checking out bowls. Literally everything was missing from our bowl. We ordered a steak bowl and the guy said they were out of that so he just didn’t bother to give us anything but rice and lettuce, yet charged us full price for steak bowls. The gentleman at the window explained that they just had a bad day and were out of everything. I explained to him that communication is key in the event that they are out of something because nobody wants to get home and be disappointed with their food after a long...

I ordered a quesadilla via the app for my son at 930 pm and went inside to order my food. A staff member informed me that they'd had a power outage, the system went down but they could accept online orders. I ordered my bowl but the order could not be accepted at 9:37pm. The employee apologized and took my verbal order. There were several people who came in after me and were also trying to place a mobile order before 9:45pm. Their order wasn't accepted either. The manager, Immani took each order by hand and made sure they were taken care of. She could have easily said "We're not accepting orders" but she honored her word after saying mobile orders are taken until 945. Another employee provided cups and encouraged customers to grab a drink while we waited for our meals to be prepared.

Ziah prepared my food and everything was fresh and delicious. She apologized for the inconvenience and said she wanted to cry. I assured her that a system failure wasn't any of their fault.

I was impressed with how the team worked together to take care of the customers needs despite the situation. They communicated with each other and worked quickly to ensure for a good outcome. Most importantly, I heard NO complaints. Kudos to all the staff who worked tonight! Keep up...