Chipotle Mexican Grill — Restaurant in South Hill

$65 delivery order, forgot my cokes. I had to drive my own car back to go get the cokes. I complain to the what all the kid workers said was a manager. That was a lie, she is not a manager. I kindly complain, and she throws up her hands in frustration and looks down. I wanted to share that this is actually a reoccurring issue; I haven't gotten chips on my last 3 delivery orders and this $10 of cokes is just the last straw. She again throws up her hands and looks down again. The lack of social and problem solving skills are astonishing. What happened to simple customer service?

She said she'd like to give me a refund over the phone when I said I was coming back, but then can't refund my card. Then I ask for cash, and she can't give me cash. Then she tells me to come in the next day. Drive my car into the store the next day and waste my time for what? An under $10 refund? This is such an embarrassing example of a business. I literally just walked out with no resolve.

I order here a lot. Let's not even go into the quality control. Basically have to babysit your food order, babysit each little scoop because the children that are working here are disrespectful, inconsistent, and a perfect example of why American businesses are failing people like you. I didn't even ask for a refund, you offered! Then when i get there you tell me you can't.

Isn't that your job? To make things right? Isn't that what you do every day? You forgot something, make it right. Who is the owner? You're letting these children ruin...

This place needs to find a way to fix their systems and processes. The online ordering is a joke. Put my order in online, it said it would be ready 10min after I placed my order. Arrived at the time it said it would be ready and waited 40 additional minutes. There were about 25 people in the lobby, all saying they had been there for 40min or more. The employees were great, even with the stressful situation and people getting angry at them for their wait times, they were very friendly, professional and offering updated wait times and refunds if wanted. It’s not fair for the employees to take the heat from the customers when they have no control over the online system and it’s lack of accurate wait times. The online ordering needs REAL time wait times, not when it “should” be done. They are short staffed so food is going to take longer than it “should”. The website needs to reflect that or say “experiencing a high volume of orders, wait times will be longer than usual” Chipotle is a huge company and needs to treat their employees better and come up with something, because this definitely isn’t working. Hands down one of the worst leadership decisions and implementations I’ve seen...

We did a mobile order, I don’t know how you manage to mess it up this much. We ordered one burrito with a lot of veggies and it came out tiny. I went in to complain and have it replaced and at least they made us a new one but the employees were rude and said it’s the same size and it’s because there were not many ingredients. The new burrito was significantly bigger so I don’t know what drugs they were taking. I also attached the photo below of the first tiny sad looking burrito. As for the other burrito, it should have been very simple as there were only two ingredients, chicken and rice. But somehow they decided to add all these extra ingredients that we didn’t ask for. I have allergies and so this was particularly infuriating. At this point we were not going to go back and complain a second time in person so we submitted the issue through the app, and the best they could do was give us a coupon for a free drink, which does not make up for a whole spoiled burrito. We used to be repeat costumers at this location, but will not be returning here ever again after...