Chipotle Mexican Grill — Restaurant in Phoenix

I come here once a week trying to grab a bite before going to work, or ‘To Go’ for work. It’s good for the most part; with service that can range from alright to good. On Friday, November 3rd, however, I couldn’t believe the service. I arrived just before 6:00pm with a line that was long… from the counter to the doors. I waited over ten minutes to get to be 2nd waiting in line to order when suddenly we’re told “Cash only”… as their system went down. Even for the Drive-thru too. If we didn’t have cash we could use their app to order. But who has time to learn the app? Let alone downloading it, and maneuvering through it to order? On top of it, it’s not the same to watch your burrito made before you; and to instruct what you want in your burrito. I hadn’t the time, nor patience to spare as I needed to be on my way. Not happy with this experience. I won’t be back as management doesn’t consider the inconvenience to the customers who are not responsible for the quality of their food, service, functionality of their equipment, or cleanliness of their facility.

I’m old school customer service. Try this in the future. Post a sign at the doors and Drive-thru to alert customers that your system is down; and that orders may be made through your app, or paid in cash. As for those waiting and unaware of the unfortunate shutdown of your credit/debit card system… comp their meal at the register. Show that you care about those who’ve chosen to dine at your restaurant. It goes a long way to show respect, and to build loyalty in customers who frequent your location once; twice; or...

I placed an online order for pick up at 12:47pm with about two hours of lead time to pick up at 2:20pm. I arrive on time to pick up my food, I receive my food from the nice guy at the window. I then drive home excited to eat my food. When I open the bag and get ready to dig I notice something is missing from the order. No big deal, it happens, I figure I will address it after I eat my burrito. Eagerly waiting to eat I dig into the burrito only to find myself pulling a piece of hair out of my mouth and spitting out ingredients I did not select. So I decide to inspect my burrito come to find out there is almost little to no chicken or any protein at all in my burrito along with black beans which I have an allergy to, I ordered no beans in my food because of diet restrictions.

What a wonderful waste of a meal no chicken and a burrito filled with something I have an issue consuming for obvious health reasons along with someone's hair and this wasn't just one piece it was a few strands which caused huge concern.

What a waste of time and energy and now I am hungry waiting for food from I order from somewhere else at this time.

THIS PLACE NEEDS PRACTICAL STAFF AND REAL MANAGEMENT, IT HAS A BUNCH OF KIDS WORKING THERE WITH NO SUPERVISION OR CONCERN FOR FOOD SAFTY.

I will be reaching out to the health and food safety department to file a complaint.

Stay...

So.... Today's visit was mildly disappointing... I am careful to leave a less than 5 star review for any establishment that hasn't seriously disappointed us, but I feel inclined to give Chipotle/Ahwatukee this 3 star rating today for the following reasons:

Although the food was very good, the woman who made my bowl seemed in a huge rush because of the line behind me and threw things together so quickly that my bowl was rather small, oddly proportioned (very little barbacoa, very little cheese, verry little Pico, and wayyy heavy on the guac) She also didn't take the time to refill the meat before she served me and it was alot of the juice scraped from the bottom. That was disappointing.. my husband and I also noticed that the meat was very poorly cut; the chicken chunks were not cut all the way through and the barbacoa, usually kind of shredded was in huge chunks, therefore it was not seasoned all the way through.

I take the time to leave this review because we paid $40 for 2 bowls (granted w guac, queso and drinks) and ended up mildly disappointed with the meal, and also because I have not had chipotle in almost 2 years and wished it would have been up to their normal standard.

We will try again soon, and I will gladly change my review if this was a one-off experience. See photos for receipt and the described meat cut...