Chipotle Mexican Grill — Restaurant in Overland Park

My wife and I have now gone to this store around dinner time between 6-7 pm twice on a Friday and Sunday evening in the past two months. BOTH times, the store was not really busy (less than 15 customers in the entire store and walk in and you will be next to order) which we thought would be great. I will say we have been disappointed by there lack of serving size as we both get burrito bowls and get significantly less at this store but that I can look past, however... BOTH times we had to wait 3-5 minutes while they had to prepare more chicken. (Why they are unable to keep up with Chicken when they are not busy blows us away) unfortunately it gets worse. Mostly the same workers at both occasions and BOTH times the person preparing the chicken in the back had no sense of urgency at all. They just joked and cut up with the employees that were supposed to be serving us but were instead getting a break while they waited for the person they were having a good time with to finish preparing the chicken to be served. The short blonde young gal at the register both times was short with us and unpleasant both times. Then to top it all off, when we went to eat our food from the second visit, the food was ALL cold...no warmth whatsoever. Freshly cut chicken was from the fridge!?! And the rice and beans were sitting there not keeping warm?! Sure didn't make that meal enjoyable at all. We won't be back to this Chipotle. Our chipotle visit volumes have...

Never, ever go to this Chipotle location. I placed an order online and tried to call to confirm that it was received. It took ten minutes to speak to a person, who hung up on me. My wife then went to check in the store, and they said no order was placed and they had not made it. They refused to let her speak to a manager. She comes home. I call again at home and get through to customer service, who say that the order DID go through, so the store was wrong earlier. They said I would be getting a buy-1-get-1 for the trouble. So we go all the way back to the store to pick up our now-cold food, and this time the manager does speak to us, but only to tell us that he wouldn't be honoring the discount. I paid full price and left.

Before this incident, this was already our least favorite Chipotle in the area since they can't cook rice and it's always hard (I'm pretty sure it's chipped a tooth before).

Edit: This is the most trouble I've ever gone through for a burrito, and it wasn't even a good one. I think they forgot like half of my ingredients, including sauce, so it was dry as hell. This experience was just a disaster...

Poor customer service, order through the app and the earliest available time was 4pm which was exactly what I wanted, for my friend to pick up on her way for us. She got there a little later, about 4:10, and our order was still not ready, enough though the restaurant was not busy at all. My friend waited on our food while 5 other customers were helped and on their way with their food before she finally went up and asked about our food. The girl then proceeded to finally make our meals, a burrito bowl and a salad, then then tried to charge my friend even though I had already paid for everything through the app. Then proceeded to tell my friend after she made her salad that they were out of their salad dressing. Finally she asked to speak to a manager because at this point it's been an hour since the order was placed. And the manager then proceeded to be offended that my friend was not happy with the (lack of) Customer service, and offered no resolutions. I've had no problems ordering here before but what happened today was absolutely shocking and I will think twice before ordering from this...