Chipotle Mexican Grill — Restaurant in Sunnyvale

This Chipotle induces sadness and second hand embarrassment in me. I worked at a Chipotle for a while in the East Bay and while I will admit our management was cutthroat, at least the restaurant moved smoothly. I cannot say the same for this location. First of all, they were out of guac which is fine for me because I don't usually get it but I know how high in demand it usually is from first hand experience. When I first walked in, the line wasn't too bad, I've seen worse here before but it took 15 minutes to get to the line at the tortilla station when there was only about 3 people in front of me. This is mainly because the workers were super slow and lazy and prioritized a HUGE online order before the customers in line (which you're not supposed to do especially when it's rush hour). The online order was for 5 or 6 people so they had to assemble all the bowls and it wasn't like they were alternating between the line and the online either. Anyway, when the online order first came through they saw it was a bigger one and the service manager (blond girl) was on the line and she straight up said "Oh my god, seriously?" as if that's good customer service??? Like I'm right here and those people are just trying to get their food. Second, they skimp on portions. Having worked at Chipotle, I know two scoops of rice is the standard for a bowl, and they gave me one measly scoop. I asked for extra and the girl working glared at me (I'm not even being dramatic). As I move on, the guy behind me is an Asian guy (english as a second language) and obviously kind of shy, and I didn't hear what happened between the employee and him, but I guess she ended up scooping fajita veggies that he didn't want but he said that it was fine, since it doesn't matter to him to much. And then the same girl who glared at me earlier got mad and she let out the fattest sigh ever and then she got distracted or something and accidentally (??) dropped his entire bowl in the carnitas container. This was super awkward and a definite omg moment and I kinda just looked away because it gave me second hand embarrassment. The counter was kinda nasty and when the manager closed my bowl she smeared the cheese all over the bottom but it's pretty minor. I didn't complain to them though cause that doesn't really do anything anyway and I didn't want to embarrass the girl who was rude to me. I know that this kind of work is hard, especially at Chipotle because it requires excellent time management and such. I don't like to criticize service workers because I know that it's really annoying to deal with some customers that are completely obnoxious, but they definitely need improvement. I'm only writing this review so that you guys know what to expect, not so much that I'm calling them out or anything. Food was ok by the way, but it was a little off probably cause they didn't keep the recipe cards next to them when they were making it, which you should even if you're...

This review is for my husband because he's not the type to write a negative review. He ordered from here through DoorDash one day and had an absolute horrible experience. Mind you, he is very very understanding and patient when it comes to service (hence his reluctance to write about his experience), but seeing him deflated and heartbroken after this recent experience is what's pushing me to share this. His order was very simple. He ordered a steak burrito, with white rice, grilled fajitas, and pico de gallo along with a bag of chips and a soda. Some backstory, he was absolutely starving that day because he hadn't had a chance to eat all day from juggling a very busy work schedule while being a full-time caretaker for his dad who was fully dependent as he was dying from cancer and under hospice. I was at work and my husband sent me a video of his food when it arrived. First, the burrito was laughably tiny. It easily fit in the palm of his hand from end-to-end. Then, he had taken a couple of bites out his burrito before finally just ripping it open because, as it turns out, it was completely missing the steak and pico de gallo. It was literally just rice and grilled fajitas in there. DoorDash only refunded him a partial credit to account for the missing meat but this wasn't going to get him the burrito he thought he was getting. He was absolutely defeated in that moment and was just so exhausted from everything else that he didn't have the energy to go get another one. My husband NEVER gets like this, but it was so understandable with everything he was going through. I ended up re-ordering him a new one, which came from a different Chipotle, and thankfully was not tiny and had everything he asked for which made him happy again, but that experience just left a horrible tase...

Man who claims to be the manager in Sunnyvale has very poor judgment and completely lacks customer service skills. Web site's "Contact Support" is a TOTAL WASTE OF TIME!

1 star for service is average of 5 stars for one night shift male employee I had a very good experience with few weeks ago, 0-4 for others and ZERO for the young man who claims to be the store manager! I say "claims" because, given his complete lack of customer service skills and very poor judgment, I find it hard to believe that he really is the manager! He said his name is David when I asked him (in case anyone who really cares at Chipotle is reading this and wants to train him). Also, ZERO stars for Chipotle's web site's "Contact Support"!

Looking at some reviews about them here and on Yelp, I noticed many poor reviews got a reply with a link to go to to address the problem directly with Chipotle. So I decided to go there and explain (in detail) my bad experience, rather than post a review online. [Poor decision on my part.] Few email exchanges later, I've come to the conclusion that whatever so-called support they are using - live person (which I seriously doubt) or some automated software (most likely) - is/are useless, ineffective, erroneous, waste-of-time, and in need of replacement! Two examples: despite my clearly stating that the Chipotle location I was reporting is in Sunnyvale, California and even included the complete address, they somehow read it as Parker, CO !! Despite my clear explanation of the problem with being overcharged and the manager's poor handling, they thought my problem was with their online...