Chipotle Mexican Grill — Restaurant in Southlake

I've been eating at Chipotle for the past decade or so but this past week had a really poor experience at the location near Sprouts. We ordered takeout and two things were wrong - first, the chicken was left off of the chicken tacos and second, there was no salt in the guac. But I get it, mistakes happen, my real problem is how it was handled.

When my family sat down to eat, we realized the chicken tacos were messed up. I called and the store said they would make new ones. I drove back to pick them up and a girl with a nose ring said, "Did you bring back the wrong order?". No apology, no "hey, I'm really sorry you had to drive here twice because of our mistake". I told her I didn't wrap back up the incorrectly-made tacos and bring them back with me. I also told her it wasn't just the tacos that were made incorrectly, but the guac didn't have any salt either. The nose-ring girl just shrugged and said, "Well, I make and taste all the guac myself and I know it's fine". Wow. I told her that 4 different people at my house tried the guac and everyone had the exact same reaction : there's no salt, this is easily the worst guac we've ever ordered from Chipotle. To which she doubled down, "I made it, I know it was correct". Sure, just like you made the chicken tacos and forgot the chicken.

Once she made the new tacos and handed them to me she said again, "We just ask that next time you bring the original tacos back with you". No apology. No empathy for the fact that my dinner was now getting cold at the house as what was supposed to be a family dinner turned into me driving back to get the order fixed. Just a smug request that insinuated I might be trying to pull a fast one. Sure, I enjoyed missing dinner with my family and making two round-trip drives to Chipotle just to get $8 worth of tacos for free. The lack of awareness is...

This chipotle is, and has always been the most disappointing Chipotle in the nation. I will lay out the full indictment below but before I do I feel I should mention I’m uniquely qualified to rate this chipotle for 2 reasons. 1. I worked at a restauranteur-level chipotle for 2 years I’m college and 2. This chipotle is right around the corner from my house and I’ve eaten here probably 90 times over the years. This review is NOT based on one single event. This review is based on years of terrible food, service, and experience.

This chipotle is the worst for the following reasons: food quality - the food is truly never fresh. Ever. The cilantro in the rice has turned brown. The beans are crusty. The meats are dried little sad cubes. The queso has a film over it. Not at all appetizing from the jump. And sure as heck not worth the $$. line cleanliness - the line is horrific. There’s pico in the corn. Lettuce in the guacamole. There’s beans and salsa all over the table which means when they slide your bowl along the way, the bottom is getting gunk all on it. Ew. staff ineffectualness - this one is honestly just a bummer. But it’s clear that the poor kids who work here don’t care about their job, about chipotle, about the brand, the culture, the diner, the food, the experience. Anything. And I don’t blame them honestly. This all rests on whoever the managers are. always messy - never a table. Hardly ever forks or napkins available. Tables littered with food from previous eaters. Bathrooms horrifying. manager fail - all of the above complaints are 100% easily solvable problems if only the managers of this location would be immediately released from their duties and replaced with individuals who care about the brand as a whole. I do NOT want this chipotle to close because the location is incredible but honestly, this is a truly...

Tonight I went to pickup food for a customer. There was about 10 other people waiting to pickup online orders. I waited over 45 minutes for my order. I go and drop off the costumer's food, I lift their bag out of my hot food bag, and your bag ripped on the bottom. The customer's food went on the dirty concrete. I helped them pick up their food and apologized for your very poor service. What I saw that could of prevented this from happening is this; Instead of one guy doing almost all the online orders by himself, others should of stepped over to help him. 3 crew members were helping the customers who were ordering as they walked in. Customers coming in were right in and right out. While online orders were backed up for almost an hour wait. Online Orders are just as valuable as Walk-in Orders. They are still your customers. Also 3 Crew Members from the back, hopefully crossed trained could of helped too. As for the bag breaking, don't try to overfill one bag. I hope this advice is taken and helps prevents another bad review from Online...