Chipotle Mexican Grill — Restaurant in Scottsdale

The service at the Kierland location is not good anymore and the new GM has an absolute horrible attitude. 2 visits ago I made my entire bowl and got to the end and at that point they told me they had no hot sauce, they totally ran out. You would think they would tell you that before you ordered but they clearly didn’t and just hoped you would pay for it since you built even though idk anyone who wants Mexican food without hot sauce.

The last time I was there, last week, I got extra rice and the new GM told me she had to charge me. I’ve eaten at chipotle over 200 times in the last year, at probably a dozen locations, and I’ve never heard of paying for extra rice. I asked if it was a new policy and she seems very annoyed and confrontational as she said no it has always been Chipotle’s policy and now that she was GM she was enforcing it. She said it was $1. Whatever. So anyways I go to check out and since I go so much I have rewards to use. I select my free entree and double protien and she says I can only use one. Again I go so much that I have used my double rewards dozens of times but she said it’s not possible on their system. I insist it is while she said it never has been and then finally she is helped by another worker who has rang my up before and that worker inputs it. Again she seems very annoyed with my during all of this.

So now my meal is paid for and all I have to pay for is the extra rice which is around $1.80. I said I thought the extra rice was $1 and she said that it is, the rest is tax. I said, “there is 80 cents tax on $1?” and she said yes there is. At this point I just wanted to get out of there and away from this lady so I didn’t argue it and just paid and left.

Needless to say I’m not going back there and if this is the way she, as the GM, treats customers that place is going to start losing sales. There is currently a viral trend of Chipotle giving bowls with hardly any food going around and she is charging for extra rice with a bad attitude. The young man who is the GM at the Tatum and Shea location is AMAZING, the total opposite of this woman, and he is only like 20 years old. Hopefully he becomes a regional or area manager soon and can...

As a strict vegetarian, I ordered a veggie bowl with tofu as I always do, but this time I found multiple pieces of meat in my bowl -- I am allergic to meat, never had meat in my life and finding out meat in my meal is a huge turn off -- I just couldn't continue eating anything anymore at that point. I expressed my concern at the counter, and simply requested for the refund which I believe the least Chipotle could do after messing up my order and adding stuff that I am allergic to in my meal. To that, I was made to wait for 15 mins as they were not sure "if they can do anything about it". Finally when manager came to talk to me, he casually told me that they never guarantee that the vegetarian meal would be without meat -- to him the issue is not serious at all and doesn't need any attention. After repeatedly explaining to him the issue, he finally agreed to refund, and to my surprise he refunded the charges only for the base bowl (just rice and protein, without any additions that I ordered: queso, tortillas, and drink). According to him the problem was only in the protein, so the rest of the stuff like queso added in the bowl or tortilla given with the bowl are totally "edible", so he would not refund for that. He was expecting me to leave the protein and eat the rest of it. While I am not concerned about a few bucks worth of queso or tortilla, I found it ridiculous to be honest. Would never be visiting to any chipotle...

As far as food and portions this place is great. As far as customer service from the employees they are also wonderful and are friendly. Managment staff however are completely rude. Their approach to customer service is less than desirable. This is the reason for my two star rating. They have the music up so loud the employees have a hard time hearing you over the noise. I went there and told the last lady in line I wanted cheese, guac and lettuce on my bowl. She couldnt hear me and I repeated myself two more times to which her response was "huh?" So I reached my hand up and pointed to them mind you my hand was maybe 6" over the glass. He (the manager with the bald head, glasses and beard) then yelled at me and scolded me like a child telling me to move my hand as it was a health code violation. This is a bald face lie. The glass is there to prevent customers saliva from coming in contact with food when they talk. It is not a healh code voilation until someone fails to wash their hands and/or then touches ready to eat items without gloves. If you want to yell at people you should first know what you are...