Chipotle Mexican Grill — Restaurant in Olathe

Today my recent attempt at using Chipotle's online pickup service turned into a frustrating ordeal. Arriving to collect my order during the busy lunch rush, I was informed that their payment system was down. Despite opting for the drive-through to save time, I was denied the option to pay there and was rudely instructed to go inside and order again at the counter. The employee's tone was dismissive and unhelpful, showing no concern for the inconvenience caused.

To go inside the restaurant I would be forced to wait in an unending line, watching my lunch break slip away. The staff seemed more focused on their own personal convenience rather than accommodating customers. I was forced to reorder in person, defeating the purpose of my initial online order. I no longer had time to wait in line and reorder and was required to return to work. The experience left me hungry, frustrated, and questioning Chipotle's commitment to customer service.

This encounter starkly revealed the gap between Chipotle's brand image and the reality of their customer experience. The convenience I had expected turned into a time-wasting nightmare, and the company's poor handling of the situation has eroded my confidence in their services...

I come to this location often on my lunch break but that ends today. I usually down play it but this location has a lot of younger employees so I notice some immature play at times. Normal stuff like joking and laughing. But thats probably exactly why I just pulled a big fat avocado sticker out of my mouth that I was chewing on. Im sick to my stomach because I’m a germaphobe! No telling where that stickers been, and who’s filthy hands have touched it. The manager was nice and did offer to remake my meal so I did appreciate that but I declined and will never eat here again. You guys need to tighten up and pay attention. You’re dealing with food that people consume and put into their body. I shouldn’t have to worry about people laughing and talking all over my food not paying attention dropping things in my food that could potentially harm me.

UPDATE:

Chipotle has sent me multiple emails making me send them receipts, bank statements, and screenshots of the app where I made the purchase. No solution as of yet. I think its insane I have to go through all that and still no solution smh.

UPDATE #2

Still waiting on a response...

Ordered lunch on 9/2/25, was to be delivered by 12:05, the restaurant is maybe 1/4 mile away. About 1:00 I received a call from the delivery person, they told her that the delivery was in Leawood, 10+ east of me. The delivery person said she was going to contact Chipotle to see if she should come back to get fresh food. Apparently they said no because my lunch was left off in Leawood, KS at 1:55. I have talked with 'Pepper' twice and was going to be routed to a live representative. Both times I waited 15+ minutes for a person that never came online. I have filled out their questionnaire that they send via e-mail. Told them what happened and still no response from them. My credit card said that I can dispute the charges next week, give them time 'to credit my purchase back.' Will it happen I doubt it. It's sad that a company can't read the address down the street. Love my Chipotle, but I will not use this one at Ridgeview and 119th in Olathe for my food, dine in, carry out or delivery. If they can't deliver down the street how competent are they to make my...