Chipotle Mexican Grill — Restaurant in San Antonio

I normally don't leave one-star reviews, as I take all aspects of running a restaurant into consideration. But my most recent experience (Wed., March 27) at this Chipotle location was simply terrible. Not only was the service slow and disorganized, but what disappointed me the most was the lack of acknowledgment and resolution when I attempted to address the issue with the manager on duty.

When I initially walked up to order, I was informed they were out of barbacoa and that it was only going to be a five-to-ten-minute wait - so I agreed to wait for it. Had I been given an honest response that it would instead be a 30-minute-plus wait, I would have chosen to leave. The restaurant wasn't very busy and I waited by the front counter in clear view of the staff who knew I was waiting. But, after being ignored by both the staff and manager for over 20 minutes, I checked on my order and was told it would be a longer wait. So, I decided to just settle for something else - and then was told that now they were also out of cilantro lime white rice. At this point, I should have just left but I didn't want to be rude and was also pretty hungry, so I chose the awful brown rice that most people don't want and proceeded to add guacamole to my order.

At checkout, since no one bothered to offer any sort of apology or compensation for the failure in service that most normally run places would offer their customers, I simply asked if I could not be charged for the guac (not the entire order - just the guac) for what happened. Surprisingly, the answer was no.

So, I asked if I could speak to the manager who said no, but he could not be bothered. Despite being only ten feet away and it having been brought to his attention by one of his employees, the manager on duty failed to make eye contact or even acknowledge my presence. I believe that when service falls short of normal expectations, it's essential for the on-site manager to make an attempt to make things right somehow or, at the very least, offer a verbal apology. Well, not this guy. While I understand that mistakes happen, there's no excuse for being rude or completely dismissive toward your customers. A good manager would also figure out the logistics of keeping two of the most popular items on hand to avoid running out of them for extended periods of time - or at least offer an honest response on the wait times for a new batch.

Although you've lost this customer, I hope that in the future, your team will be more attentive to customer concerns and take appropriate actions to ensure a positive experience. I've relayed this feedback to your corporate...

• I am editing an already poor review* second update The think a free drink is going to fix any of the problems this store has and with my visit.

Update: I am only doing this because I had 0 follow up from the first time I gave a review. There is 0 leadership at this location. People want to so often blame the young front line staff but you can tell they’re just the young and inexperienced leading the young and inexperienced. I came in around 8:30 it was not a long line but staff were not focused on providing food. There was a gentleman who in the middle of food prep, left. I don’t know if he went on break or what but he left the line stuff without protein to serve. The poor girl was figuratively sweating because she had no chicken or beef to serve to anyone in line behind me with an already thin menu due to shortages. My burrito was also terribly wrapped where the ingredients were coming out as I was unwrapping my burrito. Not to mention the good being painfully bland. The chicken had no flavor and everything else just had 0 taste. The dining room was also a mess. Which is due to lazy patrons but in this case you have 3 staff taking breaks in the dining room and not one was willing to clean any tables up. I can go on about who no one wants to work blah blah blah. But this is a leadership issue at this point and responsibility on proper and real training needs to be implemented. I am done with this location until they make it right.

Original:The fountain drink area was a mess during my visit. The staff didn’t say much other than what I wanted even when I asked how they were. Tortilla was ripped and the burrito was rolled poorly. The girl looked to see if I was looking until she asked if I wanted it re wrapped. I tried filling out a derby and complaint for from my receipt but never received any...

So i come here hundreds of times 4 times a week usually for the past two years. Unfortunately i feel i have came here enough to finally post a review about it’s consistency and about the location overall. And let me tell you right off the back very inconsistent. The rice sometimes is hard and undercooked, or bland when cooked right or both at the same time. I always get the chicken bowl, first off the portion of chicken is a joke so i order double. But still i feel i get skimped sometimes not only that chicken can be fresh, flavorful, and delicious one day and the next hard, dry, bland, old and overcooked the next. The employees who are working the line are some of the rudest people i have seen in the food industry, i get better service from my neighborhood Mc Donalds than i do here. If you do not like your job QUIT. I had this one guy (fired or quit now) works at my neighborhood HEB now lol. I digress, one time he was serving my food and a fly landed on my chicken… i told him a fly landed on it, he proceeded to swat it away and then asked if i wanted it remade (as if that was not a given) and told him yes, he proceeded to throw a mini tantrum under his breath and was saying profanities in a whisper to himself and slammed food down in my bowl aggressively as i told him what was on it again. Worse part of it all the guy never smiles and hardly speaks to the customer. One of the only times i heard him speak and he served me many times. Always dreaded when he was working the line almost felt like leaving every time. Glad he is gone now, service improved a little bit since then. But food still very inconsistent but not as much as before with the old batch of employees. Hopefully the one on Bandera opening this month will be like the one on medical way better in my...