Chipotle Mexican Grill — Restaurant in Olathe

If I could give ZERO stars, I would.

We placed a mobile order for 6:50 PM pickup at the Chipotle on Parker St. in Olathe, KS. We arrived on time and were told it wasn’t ready—which was fine. We were willing to wait a few minutes.

At 7PM, my husband asked for an update and was told it was “third in line.” At 7:10, he checked again: “They’re working on it.” Finally, at 7:30 PM, now 40 minutes late, he went up one last time. The same employee who had been giving vague, dismissive responses simply glanced at the shelf and said, “Oh, here it is.” No apology, accountability or explanation. Just a casual “Oops,” as if making someone wait 40 minutes and blatantly ignoring multiple inquiries was totally fine.

Clearly it had been sitting there. The employee simply didn’t bother to check. Her attitude was shockingly unprofessional, immature, and the indifference shown to us was insulting.

Furthermore, my husband used Chipotle Rewards for this order, so he essentially wasted both time and points for food he was made to feel invisible over.

I contacted Chipotle’s customer support, only to be met with canned, robotic responses that couldn’t have been less supportive. Not once did anyone offer a real, human, or empathetic reply. No acknowledgment of what happened. No accountability. Just, “We’ll document your feedback for areas of improvement.” That’s not support. That’s a dead end.

Every time I asked to speak to a manager, I was ignored. No follow-up. No resolution. No one at any level showed the slightest interest in making this right.

This was more than just a delay—it was a serious breakdown in professionalism and basic customer care. And as I have been asking over and over, I want a direct call from a store manager who’s actually willing to take ownership of this experience.

This experience was unacceptable, and no one at Chipotle cares one bit. Avoid this location (and Chipotle in general) unless you enjoy being treated like you don’t exist and your feelings...

This location has gone down-hill over the past couple years. Often times the meal is mostly sour cream or mostly rice. Other times, the meat is seasoned way too much, making even mild dishes spicy. No consistency whatsoever. I've had deliveries come with items missing - called Door Dash, who called the store. The store tells Door Dash they put the missing in the bag. Thankfully DD still refunds me, but wow, really? Sometimes the meat in your dish will be "mostly" fat, as in nobody cut fat off the meat when preparing it. I stopped eating Chipotle very much after four or five bad experiences here. I have eaten at three other metro chipotles and each one was perfect and delicious. This location? Oof! Thankfully, my last two Door Dash orders came from the Chipotle on 119th Street - and unsurprisingly, these were delicious. The problems with this location have persisted for over a year. I imagine there is a problem with the management at this location, considering how consistently poor the experiences are here. If it were just one or two team members problems, I would have suspected that normal workforce attrition would solve this over time. No such luck - things just got worse. Thankfully Door Dash has been sending my orders to the 119th St location, so I have started eating Chipotle again. Truly, though - this location alone made me stop eating Chipotle for six months because it was consistently bad. Perhaps Chipotle corporate can investigate this location, and locate a problem with management and training. Because it sure seems like this location has a terminal...

My husband is hard of hearing and as a result has a hard time understanding people with accents under the very best of circumstances. When we visited today, my husband could not understand the server who was wearing a mask and had a heavy Spanish accent. In her frustration with him, she started yelling the choices at him, which didn't really help, because he depends on reading lips to understand speech and her mask prevented that. When he tells somebody he can't understand them they get upset with him. Having to wear masks makes communicating with others when you are hard of hearing very difficult and the servers need to have more patience. Maybe they need a whiteboard where they can write the choices for their customers who can't understand them or learn just enough sign language to communicate the few items on their menu to such individuals. I had to interpret her words to him, and I had a hard time understanding her through the mask. Raising her voice did not make the mishmash of sounds coming through the mask more clear. We won't even go into my dining experience because I am in a power wheelchair which prevented me from sitting at an inside table and I was told to go somewhere else to...