Chipotle Mexican Grill — Restaurant in Mesa

Extremely Disappointing Customer Service and Food Quality I recently had at Chipotle located at 1546 N Cooper Rd, Gilbert, AZ 85233, on 04/06/2024.

Upon entering the restaurant, I encountered an atmosphere of chaos and stress as employees were hurriedly shutting down the restaurant well before the posted closing time. There were audible expressions of dissatisfaction from other customers, and it was clear that fresh food options were no longer available, including essential items like tortillas, meats, and guacamole.

Despite arriving close to the closing time, I proceeded with my order assuming I could still get a quick meal. However, the food I received was of notably poor quality. The rice was plain and lacked the usual cilantro and lime seasoning, and essential items like guacamole and tortillas were unavailable.

To add to my disappointment, the manager (Armando, based on my receipt) abruptly informed the remaining diners that the dining area was closed and asked everyone to leave, despite there being approximately 12 customers still present and with several minutes left until the posted closing time of 10:00 PM. When I politely requested a few extra minutes to finish my meal due to a long drive ahead, the manager responded with unnecessary hostility and denied my request.

The situation escalated when I asked for the manager's name to address my concerns about the discrepancies in closing times and food availability. Instead of providing assistance or information, the manager defensively refused to disclose their name and made an inappropriate comment about "killing animals," which was insensitive and irrelevant.

When I expressed my intention to take a photo to report the manager's behavior, he proceeded to call the police on me, which was completely unwarranted and shocking. This lack of professionalism and disregard for customer concerns is unacceptable.

Upon reading reviews on Yelp and Google, I discovered similar complaints about rushed service, sold-out food items, and overall dissatisfaction with the level of service provided at this location. It is surprising and disappointing that a Chipotle restaurant, especially in Arizona where Mexican cuisine is highly valued, would fail to meet basic standards.

I was deeply upset and frustrated by this experience, which prompted me to speak up and encourage other patrons to share their honest reviews. Opinions matter, and it's important to hold businesses accountable for their service quality.

In summary, the overall condition of the restaurant was subpar, and I left feeling deeply dissatisfied and unheard as a customer. This experience does not align with Chipotle's values of customer satisfaction and transparency.

I hope that this feedback can be used constructively to address the issues at this location and improve customer experiences moving forward. Attached is a photo of the unseasoned rice for your review.

Thank you for taking the time to read about my experience. I hope that appropriate actions are taken to address the issues I have...

I love chipotle this was my first times at this location (5/1/23) and I’m beyond disappointed. When me and my sister walked in the plan was both of us would get a plate, once we walked out only I was able to get a bowl. Let’s start with the workers even though it was busy there was allot of standing around by this teenage staff and their “shift lead”. They looked unhappy when it came to serving the customers but smiled between one another. Now onto the kitchen, it had rice everywhere and pieces of what looked to be different meats so I assumed “oh they must of had rush and prepped” so it didn’t bother me as much. Our turn comes after the gentleman before us left without food because they were out of quite a bit. So I ordered my bowl they had no rice at the front he had to go to the mobile order kitchen and brought the rice dish to the front where he scrapped the container. I asked “oh did you guys have rush” he laughed and shook his head. They had no rice at all not even being prepped the lead started making some then and there in a bowl he grabbed from the counter, I’m honestly not even sure it was clean. All of their meats were darn near to the bottom of the pans, they had no veggies. There was hardly chicken so I had to get an additional meat that was offered and still charged double meats. They completed my bowl I asked for my salsa and sour cream on the side because I don’t like them warm, that didn’t matter they were both warm already when I checked to make sure the kids were secured so they didn’t spill. The cashier didn’t speak not a hello not a do you want a drink chips nothing….not even my total. So I will not...

I ordered a $15(!) bowl on the app with cauliflower rice and no beans. We pick up the order and lo and behold there are beans and regular rice in the bowl. I called the store to which I got no answer. I called again and got no apology, just an expectation that I would return to the store for my correct order and nothing else. I told the team member I don't want to go back to the store and I want a refund. She said okay. I felt very mistreated and like no one cared that I paid (so much) for a meal from their establishment and it wasn't even close to correct. Decent establishments would've offered a free entree for next time to entice me to return. I couldn't eat the incorrect order so I literally had nothing to eat for dinner that night. And to top it off, I left a review of the order in the app and was told I will get contacted, and no one contacted me! This experience has brought me to decide never to spend my money at Chipotle again. The overpriced food, smaller portions, the constant mistakes, and no one caring at all when I voice my concerns. Chipotle has really gone downhill in the past few years and has left me no...