Chipotle Mexican Grill — Restaurant in Round Rock

Infuriating experience. Policy beat out any morsel of common sense tonight.

Chipotle’s policy is now that one must order a cheese quesadilla online through the mobile app, even if nobody else is in line.

I open up my app and some guests join the line, I let them go in front while I finish my mobile order. I place the order and get behind the other guests to order my remaining burrito with a “human”. No problem.

I get to the now front of the line and once the guest In front of me proceeds down the row, the “staff robot” proceeds to make a mobile order with 5 bowls before taking my order after I jumped through the extra hoop of ordering half my order online.

I’m getting a little annoyed at this point seeing the length of this mobile order that is clearly going to be finished before I get helped.

At this point there are 5 or six guests behind me, I go through the line and get my burrito finished. I mention I’m also picking up an online order and she does my in person order then proceeds to help the next guest.

I guess my digital order isn’t as important as the people behind me.

I then had to wait for another 5-7 minutes for this tortilla with melted cheese to come out, all the while more mobile orders and more guests food are served before mine.

A manager comes to me (I’m clearly irritated at this point) asks if I needed anything and I tell the story of my digital melted cheese order and he says, it’s a frustrating policy and happens all this time, my burrito is getting colder. He checks on the status and says it’ll be out soon.

The staff handled it the best they could according to policy I suppose but this was a 20-25 minute visit that could have been 5 minutes if handled with a bit of common sense or logic. I won’t be coming back, they can keep their “digitally exclusive” 8.65 tortilla...

This is the most terrible experience I’ve ever had to deal with at a fast food restaurant, which is ridiculous. To start off whenever I place my order I came inside to pick it up and it wasn’t even made. It was supposed to be ordered and ready by 1020 around 1040. I gave up and spoke to somebody and then they made my order, but incorrectly made it when I try to inform the employee which war two guys I don’t know their names, but they are always working overnight. They tried to tell me that what I was explaining to them was incorrect. How are you gonna tell me what I ordered and it was clearly on the receipt, or after my food was incorrectly, made and hand it to me I was informed that most of the ingredients that I put on my quesadilla was not even available. More than five people were angry that night with different issues. For example, a Burrito not even be rolled up properly and spilling everywhere . To walk into expect my order not to be made and to be not greeted or treated as a customer plus, everyone else weren’t even getting any help that was around me multiple people were frustrated I could’ve just save the time and went to the other chipotle. This chipotle is always having issues and this is my second time having a problem with them. The first time was a messy bowl that was made right in front of me. I will never come back here and I hope the manager does reach out because I had to call customer service just to get a refund on something that could’ve been fixed and...

I recently had a terrible experience at Chipotle and I am beyond disappointed. From start to finish, the experience was frustrating and unsatisfactory.

First, the service was slow and unorganized. Despite there being only a few customers in the restaurant, it took an unreasonable amount of time to place my order and receive my food. This was made even more frustrating by the lack of communication from the staff, who seemed disinterested and uninterested in providing a positive customer experience.

Once I finally received my food, I was shocked to find that it was cold and stale. Despite being advertised as "fresh," the ingredients seemed to have been sitting out for hours and lacked the flavor and quality that I have come to expect from Chipotle.

To make matters even worse, the restaurant was dirty and poorly maintained. The floors were sticky, the tables were dirty, and the overall atmosphere was unappealing. This lack of attention to detail and cleanliness was unacceptable and gave me serious concerns about the safety of the food.

In conclusion, my experience at Chipotle was an absolute disaster. The slow and unorganized service, cold and stale food, and dirty and poorly maintained restaurant left me feeling angry and disappointed. I will not be returning to this location and I would advise others to...