Chipotle Mexican Grill — Restaurant in Rowlett

I have been coming to this location for three years. At one point I was visiting them at least three times a week. Tonight, I witnessed customer service that I just 100% disagree with there was a Hispanic family in front of me who was trying to take advantage of a buy one get one free promotion. They added guacamole and chips from points that they had required from the Chipotle app and use it check out. After the employee ringing them up, she notified them that they had to pay for the second bowl because she couldn’t use more than one promo on the ticket. I was standing right next to them, and she did not explain this to them at the time of checking out. She went back-and-forth with the customer and the family Trying to explain what was going on. She completely failed at explaining this. The MANAGER came over and was observing, and did everything She could try to calm down the situation. At one point, she even had to tell her employee to stop talking because her and the lady were arguing while the customer was trying to pay the extra money. 10 seconds, after the lady paid for the meal, the employee told her that she would call the police on her if she did not leave. Then asked her teenage daughter to get her mom, because she said the Mom was “embarrassing herself“. I run five retail operations in DFW, and have been a retail MANAGER for almost 20 years; this is the worst customer service experience I have witnessed at a food establishment. That Chipotle employee was strictly antagonizing the customer., Instead of trying to find a solution. I hope the owner of this business can see this review, and does what she sees necessary. I’m not 100% on the employee’s name, all I know is she checked me out as well, and my receipt says Joy. She seemed like a mid-early 20s Hispanic female...

It's just as bad or worse the second time around. First time it was fine except for all the dirty tables. Second time all around bad service and food. Went up to the counter and you see at least six people "working" but really just flirting and laughing like it's high school. After few minutes I loudly said ok we're ready to order! One of the guys said to the girl, you have customers. No lie, they were only a few feet away. She loaded each ingredient like it was a ladle of soup even the sour cream was poured on. It was so big she struggled to fold it into a burrito and ended up using the foil to hold it all in. She also seem to be slightly hard of hearing as she kept saying "What?" and looked at me like SHE was the one annoyed. Wrote a letter C for chicken on my steak burrito. So really I cant complain cause I got a massive steak burrito for a dollar less. But of course I told the cashier it's steak.

Now here's the real tragedy...the food. The steak was rubbery and hard at the same time most likely overcooked. The queso was horribly grainy because the cheese separated which usually happens when you make homemade queso and portion too much cheese. And all the while eating, you can see the girl still flirt with the same boy as the dinner rush started and the only girl not messing around with this group was left to work the line by herself. Also there were large speakers with no music. Think they forgot to turn it on all day?

Why can't Rowlett keep their franchises operating correctly and with quality? Krispy Kreme, Baker's Rib,etc. All closed because of these same issues. I am ok with this Chipotle closing since there is one in Firewheel, and Pollo Loco has excellent chicken next door if you're looking for better quality food...

Horrible experience from the moment you walked in the door. The staff was practically throwing the food all together like 90 miles an hour. It looked like a hog Pin in the store. There was food mixed together, where they had been dipping because they were slinging everything all together. They had plenty of help. I asked them to slow down and tow them. There was no sense in going so fast and slinging food everywhere. They just kept doing it anyway. When we got checked out, they charged me for extra chicken and we didn’t even ask for extra chicken , we barely got any chicken at all. All of the drinks were out the juices. I had to go back up there and ask if they had any they got aggravated that they had to come out there and fill them up. Somebody had spilled a lot of drink all over the floor Brought it to the attention so no one would fall in it. The boy got upset and put a sign over it. There were no tables clean throughout the store and outside was also all dirty. The floor is filthy. There was no silverware at all so I went back up there and said can we please get silverware and then I did say there’s no sense in all this chaos. We are patiently waiting and y’all are very hyped up and slinging food everywhere. We asked for a rag so we can clean our own table. They did not give it to us. The boy came out and started cleaning the tables, but he left the juice in the floor with a sign over it the whole time we were there and it is still there when we left and the floor is filthy , I’m very disappointed and I won’t be back. Very unhealthy. I will probably report this to the health department. You have a bunch of kids that have no respect for anyone. I think you need to have an adult who is in charge and that cares about...