Chipotle Mexican Grill — Restaurant in Tempe

I want to start off by saying that I usually don't go to this location because it's often busy with ASU students and the quality of their food is inconsistent. Today I dined in at 12:40pm (July 13) with my boyfriend and I ordered a bowl with white rice, black beans, chipotle honey chicken, fajitas, corn, hot salsa, lettuce and guac (a bowl that I get all the time) with a grapefruit Izze.

First bite into the bowl, I noticed an extremely sour taste that was unpleasant. I took about 3 bites out of my bowl and decided that I was not going to continue eating it anymore. My boyfriend is an AGM for the east side district under Caesar (district manager). He said that refunds are given in store when the customers are unhappy with their barely eaten meals. He went to ask for a refund from a white man we assumed to be the AGM. This man told my bf that he could not give us a refund because of time and that it was in their policy. We had our food for less than 10 minutes and he acknowledged that it had only been a few minutes, yet would not give a refund. He did give me another bowl.

The second bowl was cheaper than the first one I had created due to changing the protein and still did not receive the difference. The left over money was about $1.31, so it wasn't the end of the world. It's just the principle of the situation. I should have received a refund because that is business. If this happened to someone else who ordered food with a greater price difference, would the "policy" still apply?

In all honesty, this situation isn't a big deal it was just frustrating. After finally eating something you’d been craving for a while, only to find it’s subpar, you lose your appetite — which I’m sure many people have experienced. At the end of the day, I just...

UPDATE: The manager reached out promptly. Issue was addressed with the on-site team. Updating original rating due to responsiveness.

This was our first visit to this location. It will be our last. The high point was the restrooms. They were the cleanest I’ve seen! The food was standard. Service was good, but not great. The person that appeared responsible for the lobby was kind enough to wipe a four seat table for us when asked. That was appreciated. She had been wiping equipment. Lots of other tables needed wiping but were not, at the time we were there (720 pm on 1/7). All of the low tables in the front section were wiped, and chairs stacked, like the store was ready for close. This was unfortunate, because our family was seated at the only clean low 4-seat table. A worker came into the dining room with a tablet and looked for a clean table to work at. She sat at a dirty 4-seat low top table. She neither cleaned the table nor asked anyone to clean it. A couple sat across the main dining area at the this 4-seat table next, which was not cleaned from the previous customer and worker. The topper was THERE WERE NO NAPKINS in the store. There were also no knives. The workers offered no explanation for why. Guests who wanted a napkin had to use restroom towels. All of this is fixable with some attention and pride by staff...

This location is very clearly run by a bunch of college students who couldn’t care less. Visited this location a few times in the span of a week due to being close to a conference I was attending, and you know what, I won’t be returning. I don’t necessarily consider being flung my side sauce, bag of food, or a side eye and mumbled commentary my kind of customer service. Yes, there is one individual I am thinking of in particular, one that was very recently learning how to cut chicken by his colleagues (you know who you are by now). Other workers here demonstrated to me a “what do you want” level of service. I don’t need to elaborate on why this is rude. The food here is mid at best. I have visited a number of other Chipotle’s in my time, and this one gives only the bottom 30% a run for their money. Atmospherically - avoid this location unless you are okay with being around chaotic college energy. This applies to not just inside the establishment, but out into the parking lot and the street as well. I’ve come to notice ASU is chaotic in general, and if that is something you intend on avoiding, find another Chipotle for that reason alone.

This location needs a massive overhaul. A lot of them do. But this...