Chipotle Mexican Grill — Restaurant in Nashville-Davidson

Let me preface this review by saying that I worked at Chipotle in another state for 1.5 years, so I know behind-the-scenes information. I also realize that we are in a labor shortage, but that was not an issue at this location.

We went to this Chipotle last night, 11/7/21 about 6pm, after a truly dreadful day where everything was going wrong. Chipotle is one of our favorite places, so this was supposed to be our reprieve. My husband was excited to redeem his points for a free entree, which worked when scanned. However, the cashier was not aware that we had 3 entrees rather than two, so she canceled the order which included our redeemed points. The points would no longer scan, so she grabbed a manager (the worst service manager I've ever encountered, and I have worked under many).

This manager said that essentially we were SOL because the points were gone. Then she left. The cashier thought that would be enough for us and expected us to still pay the full amount, which we kindly but firmly said we would not do since it was their fault the points were lost. We even offered to step out of line so they could ring others up while they figure out how to fix the issue for us. I know that managers have control over comps, and this is 100% the time to use it and apologize. The cashier, looking at the line behind us, realized that we were not going to be taken advantage of, so she called the manager over again. The manager comped it with no issue but was incredibly rude as she did so (no eye contact, no apology, just sass). Also, they didn't put my guac in the bag but made sure to charge me for it.

I was absolutely appalled by this experience because I would have been REAMED by a manager if I treated a customer this way. Customers aren't entitled to workers going above and beyond, but we deserve respect and mistakes to be corrected. Do...

My partner has extreme allergies and the only place he can eat at is Chipotle. He visited this location and asked them to use new utensils and prepare his food without cross contamination, which is required by the ADA. The employee cross contaminated his food and when my boyfriend mentioned it, he rolled his eyes and sarcastically asked if my boyfriend would like a new bowl, which would be impossible since the pico he wanted was now cross contaminated. My boyfriend came home very upset because now he had to skip a meal. I called the manager thinking that he would be able to remedy this situation. It turns out THE MANAGER WAS THE ONE THAT ROLLED HIS EYES! He referred to my boyfriend as “just another rude customer” and tried to justify his actions. I am not usually one to do this but I was so shocked by his lack of accountability that I contacted corporate. It’s ridiculous that a manager of a restaurant would not care to accommodate a disabled individual. If you have food allergies do not go here!

Edit: I contacted corporate and they refused to provide us with a $5 gift card. Please avoid all Chipotle locations if you have food allergies, but especially this one. Chipotle doesn’t care that their employees violate the Americans with Disabilities Act. Wouldn’t be surprised if the folks here poisoned your food with allergens...

After leaving ATT next door, we decided to get some Chipotle. Wanted some lunch to go. Upon getting to the counter, an employee told us "no white rice." I asked him to check with his coworkers about getting more rice, which is something he should have done without me giving advice. He was nice, though. His colleague, on the other hand, a Hispanic female, got upset when her colleague asked for more rice. She stated “20 minutes” with an attitude.

She was extremely rude to all the customers in line, and she was rude to her coworker that checked for more white rice for us. My wife and I decided to leave, because without white rice, there’s no point in making a bowl. Brown rice is nasty.

This all occurred during lunch rush hour, about 12:30pm. Why wouldn’t the cooks have extra rice ready for the increase in customers during lunch rush hour? The fault is with whoever cooks and preps the food. Unfortunately, bad service, missing ingredients, and small portions seems to be the norm at Chipotle; and this is why my wife and I rarely give Chipotle...