Chipotle Mexican Grill — Restaurant in Texas

Yesterday, I placed an online order for a chicken quesadilla to be picked up at 6:40 PM. When I arrived at the restaurant, I noticed 3–4 employees behind the counter. I waited patiently, but despite several of them looking in my direction, no one acknowledged me or approached the window. After waiting nearly five minutes with no assistance, I knocked on the glass to get someone’s attention.

A woman eventually came to the window, and I let her know I had been waiting for my order. She responded that she couldn’t leave the front area, to which I replied that there should be someone designated to assist customers at the pickup window.

When I got home, not too far away, I opened my food and was extremely disappointed. The quesadilla looked sloppy, as if someone had picked at it or taken a piece. I returned to the restaurant to request a refund but was told I’d need to call an 800 number since the order was placed online.

Someone from the back came out, and I explained the situation to her. She offered to remake the food and said the appearance might have been due to the tortilla sticking to the press. While I appreciated the offer, that explanation didn’t account for how unappetizing the food looked. At that point, after two frustrating experiences, I no longer wanted the food—but I also didn’t want to lose the $11 I had spent.

I truly hope the restaurant takes steps to improve its customer service and ensure food is presented with more care...

Unfortunately I had a very bad experience tonight with chipotle. The employees were extremely rude, and disrespectful. They charged me for an order that was missing items and made my order incorrect. So I asked for chips and guacamole on the side. I did this through the app, when the girl came to the window at the drive through she was very rude to begin with, she asked for my name and walked off. Before she walked off I tried getting her attention to ask her a question. She then came back later my order did not have what i paid for. She told me she was going to get a manager, and her manager Priscila came. She also came with an attitude and ready to defend her employee, mind you my order is incorrect I asked politely for a remake, & they charged me for things I did not receive. At the end I was upset myself that the manager herself did not offer to at least give me a remake and she refused my service. She threatened to call the cops because I was asking for guacamole on the side….and I paid for it. I also paid for chips and did not receive. To top this off I received steak fajita instead of chicken(what I ordered) I have a picture of the order & what I got including the time slots. I will be back to update this review! Overall don’t recommend coming later at night the service was not good, they are also younger so maybe that’s why they didn’t really care. Hoping they have better staff...

Visited this location and it was like a scene from a carnival themed party. The staff ( all very young adults) were all over the place. They only had select items to chose from and kept stating that certain things were still being cooked. The young man on the register was obviously fairly new and kept ringing up orders wrong. The manager on duty ( photo below), was upset that he kept calling him while he was making TikTok videos and argued with just about everyone who disputed the pricing or use of coupon that was supposed to cover the cost of the entree’. My husband asked him if he was the manager and he respond with “yeah why?”. I chimed in and told him that the service we received was less than subpar and he replied, “oh well at least you go food”. I said no worries we won’t return and he said, “good for you”. His leadership and service was disgusting. I’m still curious as to how he would be put in a position to run such a store during peak hours at that. I plan to call corporate as he wouldn’t provide us with the general managers...