Chipotle Mexican Grill — Restaurant in Richardson

We waited in line a long time, to the point that I finally sat down at a table next to the line. One person in front of us left without ordering. There were about 7 employees, but only one on the line. Her name was Jenny. She was clearly unhappy, and I couldn't blame her. She had about 15 people in line who needed to be served and was getting no help in either restocking the line or serving the food. At one point, three staff members in the kitchen area just walked out and disappeared into the back of the restaurant. One young man had been cutting steak, but he disappeared into the back, leaving the steak sitting on the cutting board. Jenny had to go to the cutting board just to get our steak. I asked her name and told her I see how hard she was working, as she the hardest working and most conscientious person I saw. That's the first time she smiled. Other than her, no one smiled, no one was speaking to each other, no eye contact was made. It was discouraging to see how miserable all the staff looked. The tension behind the counter was extremely apparent. Finally, the counter around the register was covered with food. Overall, though the food tasted good, it was a stressful, unpleasant experience, and I won't be going back. After a long day of work and wanting to treat my family to a meal out, we don't want to be subjected to that atmosphere. I'll drive to another location to have a more pleasant experience for my money. I hope the manager addresses the...

Great food, my issue is about online ordering. They historically have gotten my order completely wrong when ordering online, usually adding Pico and Sour Cream to my burrito which makes it virtually inedible for me, even worse when you factor in most of these times were deliveries through their app but delivered by door dash, you can't just drive back up there and fix it, so their automated support just credits your account. I've had to get refunds and replacements multiple times as I've hoped it given them multiple chances and they never did get better with their online ordering (only for this location), so I've come to only go to the beltline location when I want to walk in. I've had one close call when they reached for the Pico and I caught them. Other than their apparent obsession with adding ingredients I don't ask for the online orders, the food is as good as any chipotle and the store is clean.

Update: I went in tonight around 730 and wow... I ordered a chicken/steak 1/2&1/2 burrito with brown rice. The brown rice looked like it was actually white rice with some sauce and tasted like white rice. The chicken, the kid at the tortilla section put 4 pieces on the burrito (I counted while waiting to ask for more) When I asked for a little more, he tossed half a scoop and I was charged for extra meat at checkout. All I wanted is the half scoop of each meat at the normal pricing, but paid extra for 4 pieces more than I...

Worst Chipotle experience ever. Ordered online for pickup, went at the time given on my confirmation and the food was not ready. Lots of people's food was not ready and they were clustered in the small area designated for pickup.

After about 25 minutes of waiting, 2 employees had asked my name. I was finally instructed to go through the line, re-order, and tell them it was a web order and I'd not be charged. The staff in the line were not well equipped to handle someone reordering 4 meals at once. It was a very slow and tedious process, having to state and restate items several times, often to different people. Additionally, they did not have the kids fruit that comes with the meal so they offered chips instead. After getting three meals, I had to go back behind several other customers to get the 4th. That's when I was informed they are out of crispy taco shells. When the order was complete, they asked me which bag was mine. Like I know? You made me go back to the start, I have no idea where they put my bag.

Through the process, I spoke with 7 employees. No one apologize for the wait, for being out of fruit, or for being out of taco shells. At least one employee I spotted was wearing her mask below her nose. Turns out we also only got 1 kids chips for 2 meals. And the chips were...