Chipotle Mexican Grill — Restaurant in San Angelo

Buckle up y'all:

-I spent $130+ on a catering order to feed 10 hungry crew members after a busy show. -I walked into the restaurant and said I was there to pick up my catering order. The two women at the drive-thru window turned to me and said, "What catering order?" -One of the women walked into the back and the other woman walked to the food line and started serving other customers. Neither gave us an acknowledgement or expectation of what they were doing about our order. -The woman who walked into the back came out briefly to grab her cell phone off one of the tables and then went into the back again. -I waited for over 10 minutes for help... an update... eye contact, anything. I was ignored completely. -The woman in the back came out, waved a piece of paper at me, and said "Here's your order, we found it." She said that they hadn't seen it before then and they weren't going to fill it. She wrote a phone number on the top of the paper and told me to call the number she wrote down on the paper for a refund. -I admit fully that I sassed a little bit. I told her I was not calling anyone and I wanted the refund processed in-store. -She said no and told me to call the number. That they "don't do" refunds in-store. She held out the paper, said "Here you go", waited until I took it, and then walked away.

At no point did I receive an apology from anyone.

This has been without reserve the worst customer service experience I have ever had. I had to leave, drive to another store, and buy more food for the people I was feeding.

Imagine messing up on this scale and then treating the person who was affected by the mistake like they're the problem. Imagine messing up a $130 order and not even apologizing.

Update: it’s been 2 days. I’ve called customer service 4 times in an attempt to receive my refund. They cannot issue the refund without verifying with the store that I’m telling the truth. Customer service keeps calling this store… and the store won’t answer the phone. 2 days, 4 customer service reps, and I still don’t have my refund because THIS STORE will not answer their phone.

2nd Update: the manager JR got back to the store and he answered the phone yesterday and verified that I deserved a refund, so it was finally processed on Thursday 8/8/24. JR and his boss Fernando both called me today and apologized profusely for what happened. They acknowledged that the mistake should have been handled better and that the staff should not have ignored us and should have apologized. They both stated that this store "does not stand for that kind of thing" and that they take great pride in training their staff to have excellent customer service.

They had my car or face marked or something because the next time I ordered a meal for pickup through the drive thru, the manager came to the window and gave me gift cards.

Update: 5/20/2025 I ordered a meal for pickup in the drive thru. The cheese in my quesadilla is not even melted fully. It looks and tastes disgusting.

How convenient that I spent $20 on this “meal” and now I get to go home and re-cook it myself.

I’m tired...

This place used to be nice but they have really gone downhill. Idk if it is new management or what but, after today visit I can honestly say this will be our last time coming to this chipotle. It has been a few minor things in the past undercooked rice, food not always ready, to negligence of cleanliness. Gross tables always sticky, trash all over the floors never enough utensils or napkins. I’m not the type of person to make a fuss about minor things and always rule it out as they are just doing the best they can. My last straw was today when they dumped my daughter’s kid meal tray in the trash in front of her. We have never had problems with ordering her a chicken quesadilla with a side of chicken, beans and cheese. Before the worker threw my daughter’s kid meal in the trash, The worker asked her other co worker, (who was heating up my daughter‘s quesadilla,) if my daughter ordered protein on her quesadilla. Once the other coworker confirmed that my daughter did order chicken on her quesadilla. This worker then proceeded to grab my daughter‘s kid meal tray and throw it in the trash in front of her. She told us that they can’t give her chicken as a side. I was a little bit in shock and kind of thrown off because mind you we’ve never been told that this couldn’t be done with my daughter‘s kids meal before in the past. I then told the worker that this was the first time I’ve heard of this rule and if we can just get a side of Chicken instead of it with my daughter’s kids meal. She then proceeded to tell me that it would should take about 10 to 15 minutes to make more chicken and it would be an additional $5 up charge to get it in a side bowl. I mean that’s the first we heard about this “rule” and I’m sure they are just doing their jobs, but there was a different way to approach it instead of throwing away my daughter‘s food away in front of her face. Will highly recommend saving your time and going to a different chipotle and not going to this one. I hear chipotle takes pride on how they train their employees on their customer service but the customer service we experience today was...

Semi Friendly Stop for RV’ers If you can snag a spot in the busy HEB parking lot, it works for a rig. We had to do some maneuvering in our Class A but found three spaces open in the EV charging area against the curb at the back of the HEB lot. From there, it’s an easy walk to dine in or pick up your order — we picked up. We ordered the Sofritas burrito bowls, and our daughter chose chicken for hers. We were all blown away by how absolutely delicious and fresh everything was — from the bowls themselves to the fresh salsa, guacamole, and chips. Honestly, it was one of the best Chipotle meals we’ve ever had! Small-town convenience with decent RV access if you’re patient and position right, and a meal well...