Chipotle Mexican Grill — Restaurant in San Antonio

This may be the worst Chipotle location I've ever been to (out of 7-8 locations from other parts of SA, Austin, San Marcos, and College Station). This location gives really good portion but unfortunately the taste of food, cleanliness, and service are all horrible (and that wasn't always the case, 10 years ago it was an amazing location).

I've been to this location about 4-5 times the past two months, each time got worse than previous. This time I arrived at the counter to order around 8:20pm which was 1.5+ hours before closing and the white rice was out (btw this is the 3rd time in a row at this location that white rice was out, the other times they were overwhelmed so I didn't say anything and patiently waited 5-10 minutes at the counter for new white rice), I asked what the wait time would be for refilling it, most restaurants would ask if I'm willing to wait 1 hour to cook and prep instead of flat out saying no, they're not refilling it for the night and that was it. There are two problems in this situation: Why didn't the planner prep better and start cooking white rice ahead of time or post a sign at the door or something for white rice being out so customers don't have to wait in line just to find out they can't order what they want. Please be better at customer service, it's still 1.5+ hours before closing, it's unacceptable to be out of food and giving customer attitude.

I went ahead and ordered brown rice instead since I need to get home soon. As I was standing there talking to the server, water begins to leak from the kitchen to where we stand in front of the counter, I signaled the cashier (since she seemed the least busy and was on her phone constantly, but also seemed to be the manager on shift, which would explain a lot) and I told her that it's completely wet over here (about 1/4" water), she walked over the counter and only told her counter part that she's confused on how the water went over, she didn't thank me for letting her know, warn customers to be careful, or put a sign out, another worker put a sign out 3-4 minutes later, and the cleaning lady wasn't notified until 3-4 minutes after that. Mind you, there were parents with kids in line walking through, she didn't warn them to be careful or anything.

The overall experience was horrible and mainly due to customer service. This is a great location but it just hurts me to see Chipotle (the restaurant that I love) going down hill. I can tolerate sub par food since the portion is significantly more at this location and most people would appreciate and overlook other issues, but sub part food + bad attitude is...

The older woman behind the counter needs to learn customer service. When greeted it's nice to respond to that. I ordered two build you own kids meals soft. That literally means I want two build your own plates with soft tortillas. She changed it to me ordering two Quesadillas and asked what meat I wanted in them. I told her I am ordering two build your own plates with tortillas on the said they come with the order you can pick soft or crunchy. I said I want white rice and chicken on both plates. To which she informed me this would be the first time someone wanted rice in a quesadilla. I told her to stop and give me a second to calm down. I turned away then turned back after taking some deep breaths. I asked again for two kids build your own plates with tortillas on the side. She added the rice finnaly to the plates and stopped at the beans. I ignored the nonsense question and said next I want chicken on both. She said which beans do you want? I said next is chicken can you please just put chicken in the next space on the plate she responded with next is the beans witch one do you want. I turned away from her then back to her and let's start all over. I am ordering two kids build your own plates soft with whit rice and chicken. Can you do that or can one of the other people assist me. She said I am trying to help you so what beans do you want? I turned away again and the gentleman infront of me in line leaned over to the lady and said I think he just wants two kids build your own with white rice and chicken. She became upset and told me she will not be serving me. I responded all you have to do is put chicken on the plate and slide it down to the next person to maybe I don't know give me what I am asking for. She then asked me to leave her restaurant. So I left without the food. My first time since 1993 I left a chipotle with nothing but a minor headache. My advice drive the 3 extra miles to the next location the line was much shorter and when I odered two kids build your own soft guess what I got? Yes two build your ones with soft tortillas. I do not think this is a problem with chipotle as a company but I did not oder my burrito and will not be back to chipotle anymore. That turned me off to the experience completely. Been eating chipotle since 1993 and now it turns me off. Please avoid...

This Chipotle is truly a disgrace. This is my usual chipotle to order from and it seems to get worse each time I go. This time in particular was the last straw. I will NEVER be going to this location again. I ordered at 8:57 for pickup at 9:10. Knowing my chipotle I know they take forever to get the orders out. I didn’t arrive until 9:25. Upon arrival I see bags on bags of orders which had me hopeful. Until I started searching and there was nothing with my name. There was one bag with no name on it so I ask the cashier if he knows what this is for. His remark to me was “I don’t care you can take it”. After he realized I didn’t find his response very amusing he goes to the back to check on it then says “There are 2 orders ahead of you” This flipped a switch within me because after being almost 20 minutes late, my order still isn’t ready? Then he says he would make it. He walks to the back again this time coming back with another employee. This employee swears he made the meal and is searching but there is nothing there with my name. Then the second employee says Ill make your order. When in reality my order could have been completed already if the first guy would have just made it. Then he goes to say we are out of guac and at this point I would not wait for something that wasn’t even what I wanted especially because guac costs extra. I ask for them to refund me the food and he says I have to call the number. I start to walk out but then I think there has to be a way for a manager to override this and refund me. I ask the person at the cashier if I could speak to a manager and he says he is. The same person that just told me I could just take an order and he wouldn’t care. I wait on hold for another 15 minutes. The person on the phone was helpful but after that horrible experience the last thing a hangry person wants to do is wait on hold. I have NEVER submitted a google review but this whole situation was just beyond...