Chipotle Mexican Grill — Restaurant in Nashville-Davidson

Shamefully dismal. On Tuesday, March 25, 2025, my son ordered online lunch for us. It took him 15 minutes with traffic to go there, pick up the order and another 15 minutes to get back. It took half of his lunch time just to do this. I asked for the $11.70 wholesome bowl shown in the first photo from Chipotle’s website. What I received is shown in the second photo. I lifted the partially full salad bowl with the fork in search of guacamole. There was none. Likewise, no tomatoes. He tried to make the dispute on the app without success. The criteria is one has to bring it back untouched. This was not possible within the lunch time left. Instead, I took a photo to show what was received and would go after work. I ate what I had as I had no alternative for lunch.

I arrived at the store just after work. They were not busy at the time. I explained what happened and was immediately told we should have brought it back. I explained why that was not possible. They told me I could just call the hotline to complain. I asked “Do you REALLY want me to call the hotline?” This is not good business and I said if this is the way customers are treated, we will no longer be a customer. About this time a young man who identified himself as a new manager looked at my photo and said he would speak to the manager on duty. He said they could remake the order at that time, which I appreciated, but we were on our way to an appointment and it was not possible to eat at that time. A refund or credit for a replacement would have been fine. He took my name and phone number and order info and said he would call shortly as soon as he could speak with the manager as she had stepped out briefly. Needless to say, it has now been two days and no call has come.

This is bad business and horrible customer service. There was no actionable apology for the inconvenience or understanding.

The fact is, their policy is designed to screw people who order online and pick up while being pressed for time and not being able to open and check their order on the spot, immediately reporting any deficiency.

This is less about the money (even as this pitiful excuse of what was received is at a premium price) as it is about receiving what is advertised and correcting errors as soon as possible for the customer. It is about following up on a promise to call a customer back who had a poor experience.

On a side note, I found no hotline number on their website. Their chatbot “Pepper” was unable to resolve the question of a contact phone hotline.

In hindsight, I should have let them remake the order and taken it with me. There are many homeless people in the area and had I not been so aggravated with the poor response from the staff, I would have been able to feed someone else.

There are many options for dining in the area. I recommend choosing...

My girlfriend ordered a simple bowl, chips, and guacamole. We got it delivered around 10pm. They missed basically everything on the bowl other than chicken, lettuce, and rice, didn’t have the guac or the chips either. I went up there pretty irritated because obviously we paid for something so I kinda expected the bare minimum, and we got MUCH less than that. When I went in at roughly 10:20 the chairs are all put up, the hot line is completely broken down, and the staff is standing around doing literally nothing. One dude comes up to ask what the problem is and I inform him of my issue. He lets me know that apparently they’re out of guacamole. After another person remakes the bowl in a clearly frustrated way I go to leave, but before I do I check the bag. No chips, and the bowl is suspiciously light. I ask about chips, to which he replies “it’s Sunday man we’re out of stuff now.” Finally his manager just says “give em some kid chips.” So I finally leave and make it home only to find that the bowl is basically once again totally wrong. The second bowl actually had less than the first one somehow. Look, I know the struggle of working in food service, I’ve done it myself for years. But all my girlfriend wanted was some chipotle on a Sunday night delivered so we could hangout on the couch and watch TV. Instead, I’m making this stupid review about a place that I absolutely hate now. The staff sucks, the food is below average, and we should’ve gotten a refund. I get that it’s just food, but all we wanted was something to eat, and to relax on a Sunday together. DO BETTER. This...

I recently visited this Chipotle location, and I have to say, it was one of the best experiences I've had at any Chipotle so far. From the moment I walked in, the staff made a great impression. They greeted me warmly, maintained a friendly attitude throughout, and really made me feel welcome – something that’s not always guaranteed during a busy lunch or dinner rush.

What really stood out to me was the portion size. I’ve been to quite a few Chipotle restaurants over the years, and this one gave me noticeably larger servings than I’m used to. The portions were generous and well-balanced – not just overloaded with rice or lettuce like some places do. The staff didn’t skimp on the protein, toppings, or sides, and everything was fresh and flavorful. It honestly felt like I was getting the full value of what I was paying for, and then some.

Another highlight was how patient and attentive the staff were. Even with a small line behind me, they didn’t rush the process. They took their time to make sure my order was correct, gave helpful suggestions, and served each part of the meal with a genuine smile. That kind of customer service is rare and definitely appreciated.

Overall, this Chipotle exceeded my expectations in both food quality and service. If you're in the area and craving a solid burrito or bowl, I highly recommend stopping by this location. They really go...