Chipotle Mexican Grill — Restaurant in Torrance

Second time trying the Chipotle app's delivery option and second time my order was wrong. I don't know about other Chipotle locations but this location can't seem to get it right.

The first time around it wasn't such a big deal because I thought I'd just try it. Basically ended up paying for an extra portion of meat and guacamole for nothing because I didn't get it. Made a trip to the store a little later in the week and told them what happened during a conversation and was comp'd a meal for my next visit. Okay.

Now MONTHS later, I decide to give the app's delivery option another chance only for it to fail AGAIN. Ordered a salad with brown rice, full portion carnitas, full portion barbacoa, red sauce, sour cream, cheese, and guacamole with a blackberry izze. What I received was no barbacoa (again paid an extra portion of meat that I didn't get, initially), no red sauce, and no izze.

I called the store and spoke to the manager (I think his name was Osuardo or something like that) and reported that my order was incorrect. He did apologize that it happened and tried to tell me that my next visit's meal would be comp'd. I'm not looking for free meals and at a later date for that matter. I just wanted to receive what I paid for. I let him know I live just down the street and will swing by to get it corrected.

I walk in with bag in-hand and was greeted by Sammie, great girl, always friendly, and let her know that I was looking for Osuardo. She directed me to him and I explained that this was the second time ordering delivery in the Chipotle app and the second time I'm receiving a wrong order and that maybe it's not going to be a positive experience ordering delivery from here. He asked if I would try another delivery service instead of Postmates... (Yes you read that right. I already explained I used the Chipotle app for delivery and this guy didn't listen.) So once again, I explained I used the CHIPOTLE APP. Then something clicks in his head and he says there must be something wrong with his ticketing system. I told him there's an ITEMIZED RECIEPT IN THE BAG that shows exactly what was supposed to be in the order. This guy stuck to his story... Just to clarify to those who aren't following, an itemized receipt has a list of every ingredient because this is their ingredient ticket on how to make the order. I thought I was having a stroke.

Anyways, sticking to his story, he suggested that I submit a survey (I did the first time around too) and here I am. All in all, for this second attempt, I basically paid delivery AND tipped the driver, but still made a trip to the store. I basically could've saved delivery and tip and time (which apparently I'm not getting back) by just physically going to the location where I can guarantee they'll make it right because apparently they need to be micromanaged by...

I came just before 9pm because this is one of the few restaurants that's open relatively late. I start my order for a bowl and get brown rice and black beans. When the server asked me what meat I wanted, I said steak. He then tells they're out, so I say I'll wait. He then tells they're out for the rest of the night.

They were also out of chicken, vegetables, mild salsa, and guacamole, even though they're supposed to open for 2 more hours. I then order fountain and cup, only to find out they're out of ice as well.

When I asked what's going on, the manager told me she had no cooking staff and that she's filling in for the night because this location didn't have a general manager and hadn't had one in over 2 months. This meant no one was restocking the restaurant's supplies or hiring new staff.

I suggested she put signs up to let customers know they're out of items, but she told me she didn't have access to the restaurant's computer. I then told her to get some papers and a pen to write the notes out.

I understand the restaurant is short staffed. What irks me, though, is asking customers to place an order only to progressively disclose they're out of what the customer is ordering. If they put signs up, I could've turned and gone to another restaurant to eat or made something at home.

This, in opinion, is completely unacceptable for such a large franchise. They need to make changes very quickly, or this location will fail...

I went to this Chipotle and they were rude I was with a few friends they ordered ahead of Me and the girl that worked there giving out the rice was super nice the guy who was serving the Guacamole gave me a pinch like size of your pinky nail I asked him for more he Ignored me I kept say excuse me over and over again Finally when I got his attention I ask for a little more guacamole he gave me at teeny teeny pinch rolled his eyes and pushed my tray over the cashier who proceeded to ignore me as I asked him for a water cup like 3 times and then he handed me the cup and push my plate forward towards me All he was worried about is me paying my bill ...I tell you every time I go to a Chipotle they get ruder and ruder each and every time why I go there I don't know so I will let the word out knowing which chipotle del amo like on the INSIDE of the mall HAWTHORNE BLVD & FASHION WAY in...