Chipotle Mexican Grill — Restaurant in Rockwall

No stars should be given due to the fact that every experience to the Rockwall tx location is a joke. The service is a joke, the food portion is a joke, and the pricing is a joke. Unfortunately we are frequent customers which goes against every belief I have so I’m going to vent. Starting from the top and filtering down to the employees. It’s a shame that we have to be upset with the staff due to the corporate policies, starting with the greetings, then going down the line, then to payment.

Rarely do any of the staff look like they want to be there, rarely do they look you in the eye, say hello or even smile. This starts the frustration, when ordering it is common that they do not hear/listen as it has to be repeated at least twice and by this point we have only just started our order and we usually have 3-5 orders to place.

Food portions are out of control, there is no system of assuring each meal has an equal amount of food based on what is being ordered. The portion control on rice which is one of the cheapest and biggest yields you can fluff your meal with, often times there is either to much or not enough, next is the protein. The portion of the protein should at least be 4-6 oz per serving but this is not the case in most orders. Sometimes they over do the portion and other times they barely put enough. When ordering double protein and paying an additional 5-6.00 and receiving less than the first scoop is a scam.

Pricing has gotten out of control, based on what is being ordered. How can every bowl/burrito cost the exact same???? This is where the systems falls apart. The cost for a bowl factors and averages all of the ingredients based on protein and the option to add guac or queso. 16.00 for a basic bowl with all the toppings seems reasonable but how can a bowl for a 13yr old child cost the same when they’re only getting rice and chicken. This is easily a 6-8.00 order, by skipping all of the extra toppings and still being charged the same amount as the person that ordered in front of you with their bowl overflowing is an absolute joke! There should be no reason an order for a family of 4-6 should spend 60-70.00. We can go to the Mex meat market and spend 70.00 and eat for a week with heavy portions if we choose to do so, and the homemade bowls/tacos/burritos are so much better!!

The fact that money needs to be made up on orders that were way over portioned vs the orders that are under portioned is a corporate scam. This needs to be addressed, this complaint I’m sure is extremely common and if everyone would stand their ground then the chipotle industry would suffer! It is unfortunate that there are still ppl continuing to support bc this...

COME ON YOU GUYS! What is happening in the world today. No one gives a dam nowadays. Is it just me or am I just over dramatic when I say these fast food restaurants and their employees and including the owners just don’t give a dam about customer service, quality, consistency, and most of all cleanliness. I’m starting to think even posting dam reviews, no one cares and seems to not want to make things better, but I’m going to do it anyway because Google owns this! Whatever happen to teaching our employees customer service and how to at least show or pretend that they have respect for the customers and themselves. I went into this restaurant and everything that I’m mentioning in this review are facts. There’s no food ready, or they don’t have it, the counter tops are disgusting, food of other colors are running into the next one. The cook thinks it’s funny to not have rice and meat available. The cashier looks stress because she’s the only one running back and forth to get Uber eats, and checkout customers. The server wants to scrape you the (backwash) leftovers from the bottom of the pan and make it stretch. Seriously Chipotle! Oh, and let’s not mention as you going down the line to put your order together, it’s not until you get to that item they say, “we don’t have anymore of that. EXAMPLE: I have a Bowl with no bowl, beans, but there’s no rice, corn, but there’s no meat, sour cream, but there’s no sauce, one teaspoon of cheese, and there’s no chips. Readers, you catch what I’m getting at. Why be open if you’re going to make me go to Walmart or Kroger to make a meal for my family. I guess I need to stop supporting fast food restaurants and making them rich for nothing because clearly I’m not getting nothing out of it but bad vibes. Dang, I had to give one star because it wouldn’t let me complete my review....

Update 3/10/2023 I've upgraded my review to 5 stars. This location has shown consistent improvement. Last several visits have been what I expect from any food establishment.

Update 1/16/2023 Service and ingredient availability has improved. It is clear that someone is working on improving this location. Good job and keep it up. At this point, the only thing lacking is the online ordering. Food ordered this way is somehow not as good as ordering from the regular line. Tortillas are overheated/overcooked and beans look and taste like they've been sitting on the line all day.

Update 8/18/2022 Several visits over the last 4 weeks have shown much improvement in all areas. There is more staff and much better stocked items. I have not had to leave or wait due to missing items. I've increased my review by 1 star. Will check back in after a few months and adjust accordingly.

This is the worst managed Chipotle location I have ever seen. Constantly out of meats with staff preparing ingredients they already have plenty of and not what they are out of or low on. Order online and pick up you say? That's worse than standing in line because ordering online means you get ignored. Chipotle has a very simple menu. One must really try hard to screw up the management of the store so badly. I've been to many other locations often and have never seen such incompetence. Oh, and don't bother writing customer support, you'll just get an automated response telling you they'll forward your complaint to the...