Chipotle Mexican Grill — Restaurant in Sugar Land

I have been here 3 different occasions and each time has been consistently terrible. This to me was the final straw. I came here for Saturday dinner at 8:30PM. I ordered a burrito bowl with a side of tortilla. I was told that they could not warm up the tortilla.. which is completely new, no reason was given. Later, another customer came in wanting a burrito and made a comment that they have not been warming their tortillas for the past two weeks. If your equipment is broken, it should be fixed immediately. However, if this is a new corporate initiative, I would liked to have been told. I still got the tortilla, cold. I wanted the chicken Al pastor, but was told they were out. I don’t find that acceptable when a newly launched item is being promoted and there is still 3 hours of operation left. Additionally, no one was grilling any other protein/veggies, instead they were deep cleaning the grill during the peak of dinner. I dined in and witness staff members be more engaged in socializing with their coworkers and being on their phones. The customer service lacked severely and they were unaware of their surroundings. After dinner, I was going to throw my trash away, but no where in sight was a trash bin. I was literally holding my trash walking around the store looking for a trash can but then had to notified the staff member cleaning grill that there was no trash bin available. They took the kitchen trash and brought it to me, but did not bother putting the dining room trash bin out for others. Another staff member came from behind the wall/break area and brought out the trash and apologized for the situation. Lastly, the Google Maps address/location does not correspond to the restaurant, it actually brings you to the local grocery store, HEB. My sense of the overall attitude is that they were trying to get ahead of cleaning and leaving “on time” than servicing the needs of...

Updated with new review.

Nothing changed

Second time in a row that the staff gave me a clear hint not to be back next time. Service is pathetic. They ran out of chicken and I had to wait for 15 mins for them to get it ready. I had to get into the line after waiting 15 mins for them to be ready to serve food. When my turn came , they ran out of the white rice and that is when the guy serving the food ran into the kitchen to make the cilantro rice. So disorganized. I had ordered 2 chicken bowls and the girl filled in one of the bowl with left over rice and made me wait for the rice refill after all the wait I had for them to cook chicken. The serving stations are not cleaned immediately leaving too much of Sour cream and the bowls are dragged over that cream which makes it disgusting for anyone to hold the bowl and eat.

I got back after a year just because I wanted to see if they got any better. Nothing changed in all thiss while . I am still not sure how you guys are running the business.

Not giving you my business anymore. Sorry , the one on Mason or the one in Sugarland are much better than you guys.

Huge dissappointment !!!

Old Review: This place is such a mess. I feel that they dont like to serve colored people. The kids who work there dont even understand what is being asked to put in the bowl, they jus throw whatever they like and bill it. None of them know how to make a burrito. They dont even have a common sense of making sure that the burrito is rolled dry and make sure that there is no liquids from the beans dripping out. My car seat got completely damaged. I understand that they are busy for now but if they dont serve food the chipotle way, this place is shutting down soon. I am taking my business to another chipotle location even though this is close to my house. Very rude and...

So I first enter and the lady just awkwardly stares at me she doesn’t ask me, bowl or burrito or nothing. So I go ahead and start the proper customer service (which she should’ve been doing) and I politely tell her that I would like to get a bowl. She then passes me onto someone else who does the same exact thing, just awkwardly stare at me as if I should know what he was trying to say. So once again I am basically attempting to read their minds and taking my own order. And even after the awkwardness I say thank you when I’m done paying and still get an awkward stare and silence from him. Like not even a smile???? But the real horror happens when I get home and I am eating my bowl. I proceed to take a bite from it and I find TWO LONG HAIRS tangled in my bite. Not one… BUT TWO. As you can see in the photos I have attached, the hygiene at this location is definitely questionable. How does that even happen??? Why aren’t they wearing hairnets??? I understand accidents happen but TWO hairs. Service and hygiene is horrible do not recommend eating at this place AT ALL, unless of course you want to have an awkward staring contest with the employees and proceed to take a bite into one of their hairs, oh sorry I meant TWO of their hairs. I never knew that hair was a part of their menu. As someone who literally loves chipotle, I definitely will not be coming back, I have came in here too many times and face the same things every time. I clearly just need to take my money...