Chipotle Mexican Grill — Restaurant in Shawnee

Zero stars for customer service. My online order was incorrectly fulfilled. The burrito I received wasn't even close to what I ordered (so much so that I could not eat it). After trying to get help with chat with Pepper (which is totally useless), I was transferred to a live person to chat with. That person's solution was a coupon for a free entree that expires in 30 days (I used my reward points to purchase this burrito and they don't expire in 30 days). I replied that was not an acceptable solution as that did not get me my dinner tonight - my Chipotle delivers and I explained the acceptable solution was to have my correct burrito delivered. I got the 1800 number and talked to a Danielle. Explained my issue and an acceptable resolution and was informed they have no way to deliver food which is incorrect as they deliver food all the time via Doordash/GrubHub. So I have no dinner, Chipotle has horrible customer service, and no longer has me as a customer (on average I have Chipotle at least once a week). I understand people make mistakes but as the customer I shouldn't be penalized by that mistake (coupon that expires instead of reward points, no dinner unless I go back out to get it). This is the second time this has happened at this store in the last 6 months so lesson learned, I won't eat Chipotle again. Picture is the burrito I got - order was for chicken burrito, with extra white rice, extra cheese, no beans, and...

Quality of food is usually pretty good and today was no different. I've only visited twice and I think I'll pass on this location going forward. Customer Service is everything before anything else. The guy at the drive thru tried insinuating something negative. I placed 2 back to back orders to redeem my points, as you can only use one reward per order. I duplicated the second order and I listed my childs name. I pulled up, gave my name and childs name and then said or just my name. Drive thru worker stated he only saw my name. I said okay, maybe I did them both under me. Okay, great, told him the item in each order before he could and was about to show the order numbers in my phone but he was just like, so there's no XYZ person, referring to my son? I'm like, sure there is. He's right here. (Why did it matter at this point because we already established both were under me?) I was then handed the food and he sorta rolled his eyes and that was the end of it. I remained polite and smiled. Roll back the cameras if needed. If he was feeling like I lied, he most certainly could've asked for more information. Can't seem to add photos to this review. I have pictures of the bags and the items with BOTH my and my child's name. If management would like to see this, I will happily...

This Chipotle location has some of the worst service I've ever experienced. I've had good experiences at other locations. I mostly avoid this particular Chipotle, but nearly every time I do go there (it is often the most convenient or only option) I regret it. My advice is to find a different location to go to.

Most recently, I ended up leaving without my food when my pickup order was more than 20 late (and I needed to urgently go somewhere else). I had been told when I arrived that it "was being made", which was obviously untrue.

On a previous occasion I was the only customer in the store and was left standing at the register still needing to pay. The person who gave me the food said that someone would come to do check-out. After 5 minutes of half-heartedly "looking" for that other person and asking other employees if that person was on break, she finally logged into the register so that I could pay. She could have helped me that entire time!

Another time I picked up a bowl that had so much sour cream that it was mostly inedible. There have been some other minor incidents as well, where I felt dissatisfied with the...