Chipotle Mexican Grill — Restaurant in Sherman

I would like to start off by saying how much I enjoy your food. I enjoy that Chipotle makes fresh food and has so many healthy options. It has been a weekly treat for my entire family. I have always appreciated the friendly service and kindness of your employees.

Today I was brought to tears by your staff. I will sadly not be visiting the Sherman location again. When I first arrived I waited in line, which is normal. When I get to the front, a young man asked me "what I wanted," I let him know my order. He very rudely glared at me through the glass as he slopped food on my bowls. I also asked for two kids meals. Most of the time I am asked what I would like in the kids meal when I order my bowls. Jared did not ask me. I asked for pinto beans, he stared at me and asked what I wanted. I said I said I would like pinto beans on-and before I could tell him only on the bowl with brown rice he puts it in the bowl with white rice. I informed him I didn't want beans on that one and he looked extremely irritated with me. Since it appeared to be so much trouble I told him not to worry about it. I was moved forward to the next person for the meat. While I was trying to finish the orders on the bowls he speaks loudly to me over two of your employees asking what I want in the kids meals. I request cheese quesadillas and two sides of beans and rice. I turn to start trying to finish my order on the bowls and Jared says very loudly, "MA'M I said what sides do you want?!" So I tell him again.

I get to the cashier and ask for the person's name on the end because I am very upset. I told him I would be sending an email to the corporate office because I had never been treated so poorly. He chuckled and told me his name. I go on to tell him that I will more than likely not return.

Then another young man, I am not sure if his name was Brandon or if Brandon was the cashier, asks what do you want to say? I said excuse me? He said tell me what do you want to say? I looked at the cashier and he informed me that this guy was the manager on duty. So I tell him how upset I am with Jared and will not be coming back. He simply states I understand. I pay for my food and am in tears at this point.

I go to the car and let my husband know his bowl is not right because the young man at the beginning of the line would not listen to me and acted inconvenienced when I asked him to change it. My husband took the food back in and asked for a refund. At this time the same manager on duty apologized to my husband profusely, he then offers to remake the food, my husband declines and takes a refund instead.

What I find most upsetting about this situation is that none of the employees on duty apologized to me once. Yet when a white man comes in and complains they are accommodating, apologetic, and willing to fix the problem. So now I am left to wonder if I was mistreated because I am a woman or Hispanic? These guys just do not know how to treat men and women equally. I was willing to pay and take the food and poor service and move on without an apology. They knew I was upset because I expressed it repeatedly and not one of them apologized. Never in my entire 33 years of life have I been treated this way in an establishment. I am not someone that normally vocally complains, because I realize that everyone is human and grace should always be given. But today was extremely unacceptable, I am very disappointed and will very much miss the chips but I refuse to eat somewhere that one shows no compassion when they have upset someone and two does not treat hispanic women to the same standard they...

I can count on one hand the amount of times I have taken the time to write a review. My experience was so bad today that I am taking the time to write a review, and despite living on this side of town, I will from now on be driving all the way across town to go to the other Chipotle location when I want it.

I placed a mobile order because quesadillas are only available with online orders. My phone said it would be ready at 5:20 PM. That time rolls around, it says my order is delayed and won't be ready on time. No problem, I go run some errands to wait until the app tells me the order is ready for pickup. About 15 minutes later, it is marked ready for pickup. Sweet! I go to the store to pick it up.

I go up to the cashier, as I have been instructed to do on a prior visit by the store's staff, to tell them I have a mobile pickup. The cashier pretends not to see me and I have to get HER attention to ask about my order. Without even going to check, she says "I think they're working on it." Okay, no problem, I'll wait a few minutes.

30 minutes go by, people come and go and get their orders, I ask again, "Are you sure they have my order? It's been 40 minutes since my pickup time. If it's not ready at this point, I'd like to cancel because I'm really hungry and getting off a 12 hour work day." Another employee chimes in that they are really backed up due to a fundraiser and have "like 30 orders" back there, insinuating that I need to be more patient. I've been waiting almost an hour. I just wanted to cancel.

A few minutes later, she says "They're just getting to the 5:50 PM orders, so your order should be out soon." I told her my order was for 5:20 PM and she looked shocked and then suddenly within 10 seconds they had "just completed my order" (it was marked complete 30 minutes prior to this). And to top it all off, it was not complete because my rice and drink were missing.

I don't know how the mobile order system works on their end, but orders should not be marked as ready for pickup if they are NOT ready for pickup. Wasted an hour of my already extremely long day. I understand being busy and having a crazy rush, but just be honest when orders aren't ready so I can cancel instead of wasting my time. Customer service needs a major...

I am not one to usually complain but my visit requires a review. I stopped to order my food, my service was unbelievable. I received the same service last time and I thought I’d let that time slide but this time was just as bad. I had an unpleasant employee make my bowl. She kept looking behind me while I was talking and ordering my food so naturally I turn around and see what she is looking at. It turned out it was her friend who brought her a energy drink and some chips. So there is that, I got to the end of the line and the employee just slides my bowl to the register and takes her gloves off and walks to her friend at sits down at the table with him. I wasn’t even done ordering my food when she left without saying anything. So I try and say excuse me ma’am and she didn’t even acknowledge me even though we looked each other right in the eyes. So I stand in line at the register still waiting for her or another employee to help finish my order and no one came to my attention after mentioning twice I needed help. I felt awkward standing there holding up the line. Anyway I stood there for about 8-9 minutes and finally after she sat her snacks down she went back to the beginning of the line to help the next customer. I even tried to her her attention again and she walked away. A gentleman came up and asked if there was anything else I need and I just said no thank you and gave up on the rest of my order and just paid for the bowl I already had made. Anyway, I had yet another bad experience at this particular restaurant. Reviews need to be posted in order for change to be made. So...