Chipotle Mexican Grill — Restaurant in Phoenix

This was by far the most disappointing experience I have ever had with any Chipotle restaurant. About a couple hours ago, my wife and I decided to head to this Chipotle location to grab a quick meal, as it was fairly late and past our typical dinner time. Upon our arrival, we noticed that the servicing line was much longer than usual. Based on our past experiences with Chipotle being fairly quick in servicing customers, we assumed the line would dissipate rather quickly – we were very wrong about that. We ended up waiting in line for over 30 minutes, due to the workers filling the mobile orders and in-person orders from the primary food station. Now, previously, we have witnessed mobile orders being filled at a secondary food station, but the workers had already broken that station down although the restaurant wasn’t set to close for another hour and a half. Additionally, there were in-person customers standing at the front of the line while waiting to be serviced as the workers were bypassing their presence and choosing to fill mobile orders. While waiting, my wife and I noticed at least five mobile orders get filled and picked up by an assortment of drivers as the line remained egregiously long. When my wife and I finally made it to the front of the line, the gentleman worker asked us to hold as he filled another mobile order. The order was rushed and the food was cold after we arrived home to sit down and eat. This method of servicing customers is atrocious and absolutely...

If I could give them a 0 I would. Our family has purchased from this company many times before. We have never had an issue with the food and they have always been consistent. A few days ago our family purchase a large other from this location and we go home and notice one of 7 burritos was fairly smaller than the other. We opened it and seen that the burrito was filled with mostly guacamole and pico and little to no meat. I called the location and was given several different reasons ( it was because of how the meat was cut, it was because the, burrito had light pico and it was because only 3 item were selected)on why the burrito was smaller. I informed the person, we have ordered from them many times and never have had this issue and can they fix it. After back and forth reasoning and getting no where, I asked for a manager. I was inform the manager said this was the right size and the call was disconnect. I call back and after er the 2nd attempt someone answered. They still had no resolution. I informed them were we would go back up and show them. When my son got there it was 5 min after they closed. All employees and manager were all inside and refused to help him and just stood on the other side of the door. I send a complaint in and have yet to hear back. I looked in to this location a little more and seen they have issues of poor service and theft from an employee stealing a customers credit card info. For our...

Ordered Chipotle from the app for our family of 5. It was over $60 which is a splurge for us. Sent our teenage son to get it and he comes back with the salad dressing missing. This has happened before with our local Chipotle so my husband and I get in the car and drive there to get the missing dressing. The dressing is the best part about the salad. When we arrive the staff member lets us know non-chalantly that they don’t have any dressing and I can drive 5 miles down the road to another Chipotle to pick some up.

That’s just not an appropriate suggestion or response. At that point the food is really cold and at home so we ask for a refund and are willing to bring back all of the food since our order could not be fulfilled. I mean, if you went to any other restaurant you wouldn’t order a salad knowing they didn’t have any dressing.

The store can’t do anything since it’s an online order. So we call the 800 number and speak with Jacob who offers us a free meal. We don’t want a free meal. We want to return the food that was incorrect and a refund. Jacob can’t do anything but read from a script. The food has now been sitting for over 40 minutes and everyone is upset. I want a refund not a credit for this to happen to us again. We will not be ordering from this Chipotle again. Extremely disappointing communication and customer service.

Also, this location looked filthy dirty. The floors were...