Chipotle Mexican Grill — Restaurant in Texas

This Chipotle. Another sad star to add to the pile. Not that the others in the area have rave reviews but never have I had a negative service experience like this @ other Chipotle locations.

During previous visits, or after p/u order retrieved here, just minor stuff: leaving out requested free side items (e.g., Pico de Gallo, xtra rice, salsa, etc), served up rather dry Sofritas & overlooked my black beans request (yes, standing in line that time but distracted when someone asked me about lettuce & such). Last time, pork meat got mixed in w/ my chicken bowl. Another time things got a bit sloppy w/ a piece of meat invading my queso

Situation: last time found a piece of apparent pork meat in my bowl. Cust Svc took care of me to replace one of those entrées (the other was fine) and even a queso ordered as a courtesy. With gratitude, received QR code to redeem during next visit- within 30 days.

This recent visit was a hot dumpster fire for service show. Starring said shift manager “Jaden” and some girl-lady (seemingly over the age of 18) blinking dramatic drug store [maybe] eyelashes refused to provide a name, with Jaden claiming she didn’t need to provide her name. So will go with “Lashley.”

Issue: All was going well until I got to the register. QR code scan failed @ first so Lashley’ advises enlarging it on my phone. It worked that time but came back as invalid. Obviously not used, she tried again & bingo. When I tried to scan for my little queso, was told I couldn’t use QR codes simultaneously. Yet email does not specify single use for each visit- double checked for fine print and zilch. I was told I’d need to purchase something @ minimum $5 to use QR code for the queso. I asked about an override of sorts to possibly capture QR code. Received an emphatic 'nope.' @ that point I just needed my food to get out of there as not dignify with any further response to this nonsensical, deliberate difficulty born out of pettiness.

This rigid redemption of one reward per visit claim was not convincing around which point I caught that Lashley was about to mix my order up w/ the person’s beside me too. Anyway, I wanted their names in the event of double checking their claims. Fast forward, a call to 800-Chipotle (forget the number on the receipt- it's bots/AI frustration galore), this pleasant CS agent (easily 5 stars on survey) confirmed that, yes, QR rewards are recognized on a per visit basis- even for replacement orders but exceptions can be made to accommodate- ahem, cust svc 101. Post 800-Chipotle call, Googled on rewards redemption and ding ding ding- as I'd already asked about it reads: Yes, in most cases, you are limited to using one Chipotle reward per visit or transaction. You can, however, use multiple rewards by splitting your order into separate transactions. Jaden and Lashley had dismissed order split as an immediate, “nope" not an option. Lashley’s smug demeanor and Jaden’s dismissive, nonchalant attitude and sham response was bolstered by a take queso by ponying up $ or it or leave without queso. Even @ the expense of letting the line grow to make a petty point+ just to be right on their terms, creating a scene of pissy poor service. It's cheaper, easier and smarter to keep a reasonable...

I visit and order from this location all the time but its always an issue with portions with us. Ordering via doordash.. forget it ..you'll be lucky to see any protein at all. Which is why we have to go up there and order. I have an issue when you get up to the line to order & the employee says, " we are out of white rice, brown okay?" . Umm i dont eat brown rice, so No! Not okay, she didnt turn for 2 secs to realize the guy was making white rice & she could have offered us to wait for like 2 mins. I would have said okay, no problem. But why should i be forced to eat my meal how "you" want me to? When the rice makes it to the counter i ask the 2nd guy if i could have my bowl redone with white rice, he says no problem!! he asks the girl serving the rice to redo it, well she gets an attitude and starts throwing the bowls around. Mind you, i had ordered a full portion of chkn plus a half portion of steak. (Which i pay for!!) This girl adds i kid you not 5 cubes of chkn and 5 cubes of steak...wth??!! We arent asking anything for free we are paying customers so why skimp out of the portions? Why force one rice vs the other, take 2 secs to do your jobs, do it right and be polite. The attitude is so...

Edit 3.26.19 Staff fixed chip problem. Chips are once again normal serving size. Hats off to whoever is managing this place. They actually listen!

Edit 3.13.19 New staff serving food. Very sloppy in throwing toppings on. Received a bag of chips that was nearly empty. Why is the service here so inconsistent?

Edit 2.22.19 The new starting cashier here has an excellent attitude and takes the time to remember repeat customers and I haven't experienced 'out of this food item' in a while. Raising my review because of the positive attitude from your cashier. I little politeness and an attitude like this goes such a long way. Learn from this guy.

How does a chipotle run without rice? How does a chipotle not train their employees? Every time I go into this specific location it's a new problem.

To Ignacio Ramirez (manager): I guess you arent responsible for ordering ingredients and ensuring their timely delivery but customers are still responsible to pay full prices when these mistakes are made?

Not to mention not training your employees to make a quesarito. Twice (different days)

Always...