Chipotle Mexican Grill — Restaurant in Peoria

Went to this location last night (5/9/25 @ 10:00pm), which was an hour before they closed. Place was packed busy. Waited in line 20 mins and the employees were working quickly to move the line as much as they could. When I got up to the front of the line I was met with an employee who lacked a complete and total care for customer service. No smile, no personality, no greeting… like an AI robot with a bad attitude. To help management identify this person, she seemed to be of Hispanic race, a larger woman, darker complexion, in her 20s, possibly slightly younger. She filled my bowl heavily with rice and when she asked what beans I wanted I looked over and saw both bean trays nearly empty. I asked if there was enough of either or if they had more and got a straight “no”. Um…okay… “I’ll take both”, meaning scrape the bottom of both trays to try to make a suitable portion. Then I looked at the meats… all were nearly empty. I said, are you making any more meats… I got a scowl and a “no”. Shocked, I looked back at the line which was still long and running about 15-20 mins. This was now 10:20pm, 40 mins to their close and they had a long line still. I was really sorry for all those in line behind me who would be getting whatever juice was left in the bottom of the trays in an attempt to not just have a veggie bowl/burrito. I smiled back at her in an attempt to get some positive engagement of the situation and asked for whatever chicken they had left. I felt like I was disturbing her night by being a customer. First impression was 1-star due to her. She should not be interacting with customers. She was so far away from understanding the basics of human interaction, this is untrainable.

Now, I proceed down the line and then was greeted and met with a WONDERFUL smiling, pleasant, real human. This was the older woman (looked to be the oldest on the team), wearing glasses, Caucasian… in hopes management can identify her. She entirely turned around the horrible first impression with honesty, graciousness, smiles, humor, and a feeling of genuine. Her first words “thank you for your patience, I have been here since 5:30 and we have been this busy the whole time” “we’re running out of food”. WOW, amazing, a real smiling human who is recognizing the position of the customer, taking ownership of the situation with humility and honesty. I thanked her for working so hard to feed all of us (customers). She thought that was funny and we both continued the interaction uplifting each other with genuine human interaction. The cashier, also an older Caucasian woman, was equally as pleasant and these two women joked with each other how busy it as been. Both of these women were very pleasant, understood customer service, and were completely opposite from the first interaction.

If your business is honestly running out of food, be real and honest about recognizing the situation and apologize empathetically… as the older woman did. I get it, it may have been a particularly busy day for them and as a customer I understand how this could happen.

Food was subpar. Rice was undercooked, hard center grain. Meat portion, as others have mentioned in their reviews was lacking compared to other locations. I usually finish all my bowl, I ate about half before it was all just rice and bean juice left.

First interaction woman: 1-star Older women: 6-stars! Food: 2-stars

It was only these two older women who allowed me to give an overall 2-star review, without them, 1-star. The oldest women is the example for the rest of the team how to interact with customers. I am very grateful she served me and she embodied real a hospitality experience. Again, 6-stars for these two women!

I hope management can identity these particular employees, provide the appropriate feedback, and make the changes required to improve customer service. I would terminate the Hispanic woman that first interacted with me… training will not...

This location is really hit and miss. I've never had issues the few times I've gone in to pick up my own order, but ordering online leads to issues about 50% of the time, and I order every couple months. Either it's an issue with the order itself (I don't receive the dressing half the time when ordering a salad, they forget to put the chips in (which has happened at least twice), they add the chips but not the queso, they skimp on the portions), an issue with the food quality (I've received stale chips, gotten really fatty barbacoa, guac is hit and miss with them using unripe avocados), or the delivery is a nightmare (I once waited over an hour for a driver to show up after they picked up the order, despite being less than 10 minutes from the restaurant -- I watched them on the app drive from Peoria, past the block I'm off of, out to El Mirage, stop, then come back towards Peoria and my house; this was by far the longest but I've watched multiple delivery drivers on the map going out of the way and clearly making multiple stops before dropping off my order). I realize the delivery portion is a DoorDash issue, but it would be nice if Chipotle either partnered with another service or allowed you to rate the drivers as an incentive for them to perhaps do better. I would have quit ordering long ago, but I will say that whenever I've had an issue with the food itself, I've rated the interaction in the app and customer service had been lightning quick to reach out and always refunds me or gives me free coupons for missing items, so at least I get my money back in that sense. If this is your only Chipotle option, as it is mine based on delivery distance, go ahead and order, but be prepared for the possibility of order issues and having to contact CS; otherwise, maybe try a...

This is the worst place so far. The server discriminated against female and male portions. She/he( I don't know this person is Asian). She gave me a little rice from the beginning, and when I asked for a bit more chicken, she refused by saying I needed to pay for double portion. Once again, I asked a little bit more additional meat, not a double portion. No luck. When I saw my next customer, which was a guy, his portion was hugh compared to mine. I can even tell how small of my portion today was by no leftover at all. Also, there was a foreign subject in my food, which was not chewable. Chicken was so salty compared to another location. And when she/he put beans, she gave beans water/juice too, so my rice became watery. The other disgusting thing is that the two servers put fallen food back to the food basket and gave back to customers, such as rice cheese and vegetables. That was so dirty. You need to throw away contaminated food. Horrible and dirty and again horrible. Also, the workers were so loud playing with each other. Only the cashier girl worked hard, while others were laughing and made loud noisy. They were too louder, while customers were eating quietly.

Horrible place. I love Chipotle, but I am not coming back to this location.

Updated: The headquarters team contacted me and gave me an apology a few days later. I was surprised how the team handled the situation quickly. He made it sure that my complaints were heard. Also, he promised the issues would be discussed and corrected.

Thank you for taking it seriously. I hope others do not have similar experiences from...