Chipotle Mexican Grill — Restaurant in Spokane

Not really the type to do this but after today’s experience and years of near-weekly patronage at this location since opening, I felt I had a responsibility to share today’s experience with Sarah Lockridge, the general manager of this location. In addition to my wife and I’s meals we (recently) regularly add side quesadillas of just cheese and tortilla, not because we’re cheap or looking to cheat the system, but because an employee at this location told us we could be saving a lot money not ordering kids quesadillas in meals if we just want cheese quesadillas on the side. Sarah overheard my order and came over to tell the employee at point of sale and I that I cannot order those again. In the future, I need to order full kids meals as they have never done side quesadillas at this location. I was a little taken back by her posture and tone and how aggressive she conveyed the recent change. I calmly replied back that we’ve always ordered this at this location as it’s in the system as a purchasable item, and we’ve done so at other locations as well - I wasn’t aware that this was an issue since an employee told me about it in the first place. I understand change happens though, so I let her know no worries I’ll just go order at another location in the future if needed. I did not know that this one calm comment would break something within Sarah. She then proceeded to unleash saying she is immediately contacting all other local managers to also discontinue side quesadillas so that I can’t go order those at another location. The absolute pettiness 😂 I continued paying for my order while the last side quesadillas my family would ever enjoy finished warming, as she stood in the chipotlane mobile order area LITERALLY TALK TEXTING LOUDLY everything she just told me, requesting them to discontinue allowing side quesadillas. All of this not just in front of me, but her whole staff, and a 6-10 person line behind me. Once I had paid I looked across the counter and asked her in a kind voice what her for her name. She aggressively marched over and bumped into the business cards, proclaiming her name to be Sarah Lockridge, general manager of this Chipotle. I thanked her saying I wanted to know what name to put in the Google review.

As a side note, this is only my first interaction with Sarah directly. I’ve observed many employees come and go from this location over the past couple of years, most of them with excellent customer service and a kind demeanor. The ONLY times I have ever seen employees visibly hating their jobs was with Sarah on the floor berating them while they worked. All of this in front of patrons. I’ve been stunned by her behavior before from a treatment of employees perspective, but this is the first time I’ve seen it directed at a patron which is a bridge too far. I am not being paid to work there, I am just trying to pay for my lunch. I sincerely hope that ownership sees this. It may be time for Sarah to move on to something more fulfilling for her because she sure doesn’t seem like she is enjoying this job or quite frankly, certainly does not conduct herself like she is...

Oh wow. Where to even start. This is going to be a mixed review, some good, some bad. We started by trying to order on the app ...that was a nightmare. After spending all that time the order wouldn't go through. So since it was a large order I tried calling the store. Holy guacamole. Not even possible to get through to a person. So then we decided to just goin and place our large order in person. The person that took our order and made our food was knowledgeable and helpful and efficient. Then the cashier was new and tried soooo hard but kept getting confused. It was his third day and no one was even helping him. He couldn't get our order rung up correctly without them communicating to him and the line was long. After I got my receipt I was over charged by more than $20. So I asked for a manager. A very snippy and busy young lady informed me that I could wait about 15 minutes for the manager to get back from her break if I wanted a refund. ..... I waited. Very frustrating. The food: good salad although there was grass in it. Maybe Chipotle doesn't use grassfed beef but they have grass fed customers! The salsa and rice had so much salt. We couldn't eat the salsa. And see the pictures of the "large" bags of chips..... Not very large. The burritos were very substantial and yummy. Some of us had to save half for leftovers they were so big! Overall not a great experience. I feel like with how hard I had to work to get this meal I might as well have just stayed home and cooked! Final note: when the manager did finally return she was very apologetic and refunded the errors plus an extra meal. She said they should have gotten her and she'd...

I’ve always had pretty good experience at this location. However last night, we placed a mobile order around 8:30pm (chipotle closes at 10), 3 of the bowls we ordered with guac & sour cream was missing it. We ordered a total of 5 bowls and they were all also missing lettuce. We were so shook when we got home and saw our orders were missing so many items. I understand that when items are out of stock it’s not the employees fault. However, we wished the employees would have at least told us that they were out of stock on guac, sour creams and lettuce when we picked up our order so that we weren’t surprised when we got home. We ended up making the trip back to the store to let them know that we’re missing a number of toppings. At this time it was when they told us that they were out of stock. I asked for a refund on the guac that I paid for and never received. The manager on the floor told me that he is not able to issue me a refund and I will have to call corporate if I wanted one. He also stated that even if I called corporate he could not guarantee that I would get the refund. I find this very unprofessional and absurd that I was not able to get a refund for the items that I DID NOT RECEIVE. They tried to compensate me by saying he could take my name down and I could go back and buy 3 more bowls with guac at no charge. At this point I was frustrated and only wanted my refund so that I could leave. I’m extremely disappointed at the way this was handled because I felt like I was being reasonable with my request of just a refund for the...