Chipotle Mexican Grill — Restaurant in Plano

My husband and I visited this Chipotle on a Wednesday evening for dinner. The front line was a young group, so maybe that was the reason for poor customer service… But that should still never be the case. Two of the workers were talking to each other next to the cash register and did not acknowledge us as we stood in front of the food line waiting to be served. Finally, I asked, if they needed to get someone from the back to help us… Then she apologized and said she would help. We ordered 2 rice bowls. My husband asked for soft tortillas on the side. He received crunchy shells and reasked for soft ones. The young lady rolled her eyes, sighed, but gave the soft tortillas. I don’t know if she heated them up too long but when we sat down to eat they were so hard and we asked for some more.…a nicer lady help so I thought - No problem.

I went back in line a second time to buy a soda and a cup of water. I was charged $14 because she thought the order of food for the next person was mine. Explaining to her that the food wasn’t mine and I only had a soda took several minutes of going back and forth. She could not understand why the food was not mine.

We ate at the restaurant and couldn’t believe the food was not even warm. We weren’t super hungry and was planning to take it home anyway so we partially ate the cold food.

Later, one of the workers was fixing the front door (we think) and for 10 minutes the front door was wide open while she went back-and-forth to the kitchen to the front door to figure out how to fix it on a night that was 36°. It was a windy icebox in the restaurant for those 10 mins.

This location closes at 11 PM but at 9:18 PM one of the workers started breaking down the dining area… Putting the chairs on top of the table around us, emptying the tea containers, removing the nozzles from the soda dispenser. I asked if they were closing early and she said no.

I get Chipotle is not a fancy restaurant, but seems like these workers could do better. No consideration for customer service or customers in the eating area at all! We won’t be going back to...

• DISAPPOINTED *
• NOT RECOMMEND *

Please look at the reviews sorted by date. There is a common thread and this store appears to be seriously in need of corporate training and oversight.

Our experience on Sunday 5/15/22 was consistent with the numerous complaints regarding wrong ingredients, quantity of ingredients on order and overall cleanliness of store.

Ordered via the app: (This should mean a consistent experience between different locations or that is the assumption. Also you should be able to avoid being around patrons in line during COVID surge. Did not happen that way)

Guacamole: Only thing that was right. (NOTE that they’ve increased the indent on the bottom of the container. large order. Looks like a lot more of you see the container but about 20% is extra indent on the bottom. It looks intentional and conspicuous - not sure that a large is a better value than two Small orders)

Chicken Salad: NO LETTUCE!! None!! What??? Why? Ordered light sour cream but was slathered in Sour Cream. Overcooked chicken.

Chicken Bowl: (one of their go to should always be spot on items) Chicken was over cooked and dry (NEVER HAVE HAD THIS PROBLEM AT A CHIPOTLE!). Also light sour cream was ordered but serving was a huge bath layer. Ordered EXTRA lettuce received a few tiny shreds of lettuce.

Chairs were upside down on the table near the condiments/fountain area and the store was not clean at all. Trash cans inside and out were overflowing and tables were uncleaned. No clean place to sit and eat if you wanted to.

This particular location on occasion meets expectations but is very hot or miss and most usually they are a serious disappointment. It will be a long time before we return to this location.

NOTE WE HAVE BEEN SERIOUS CHIPOTLE Fans in the past. Recent experience is driving to other choices.

** VERY DISAPPOINTED *...

While I love Chipotle, this location has some serious work to do. This review is directed towards management because I have worked the food industry and feel the employees frustrations and pains. It took 10 minutes for them to help one customer out for 2 bowls, and there were at least 5 people in front so I knew I'd be there for a while waiting in line. What I noticed in that time was, the employees are understaffed, they've running around covering each other and getting frustrated and trying to rush through to help move the line. They do this by rushing through the orders and lets all agree chipotle isn't cheap fast food. Needless to say I was disappointed when my bowl had half the meat and half the everything it normally would just so they could rush through customers. The cashier was frazzled with door dashes and ringing clients up and when the phone rang, snapped at another employee to get it and no one bothered to pick up the phone and let it end and didn't pick up when it rang again a minute later. TLDR Management: Hire/staff better for dinner rush time and train your employees to not RUSH through orders because it's disheartening to pay $10 for a bowl that has less than a kids...