Chipotle Mexican Grill — Restaurant in Town of Clay

Took a lot of bad experiences at this place to get to this point, but I’m sick of being pushed around by billion dollar corporations that stonewall you every time you try to file a complaint so here we are.

I attempted to simply rate my specific order and get a refund, but since Chipotle makes that near impossible, I’ll do this instead.

Ordered a mobile order on the app last weekend. After standing around for 5 minutes at the counter while all of the employees behind the counter ignored me (you know because they no longer use the designated shelf for pick up orders) I get my food and head to the car. Made it halfway through the parking lot before the bottom of the bag exploded. Bag was completely soaked through. Neither bowl had the lid properly secured. So all of the juice from all of the ingredients that weren’t drained, had poured out of the bowls and into the bag.

I went back in and asked for a new bag, transferred the drenched and disgusting bowls into the new dry bag, and headed home. By the time I got home 15 minutes later, the new bag had become completely soaked and also started dripping out juice which had then dripped onto the floor of my car, all over the floor of the house, and on the counter. Whatever. Annoying, but I’ll live.

Then we opened the bowls to discover they’re completely covered in what can only be described as puréed carrot. Obviously congealed, disgusting fat from the Barbacoa. But never experienced this before in a bowl. After the soaked bags fiasco, now this, I had to go back.

I drove back and asked for the manager. I won’t mention his name, maybe he was having a bad day. But he couldn’t care less about running the place let alone my problem. Barely said a word when he came out. I had to ask if he was the manager, rather than, you know, introducing himself as such and having a conversation? Basic communication shouldn’t be this difficult. I explained the issue with the non-drained ingredients, which caused 2 bags to become completely soaked through with juice, and bowl lids that are left loose. He didn’t seem to care. Just gave me a blank stare. If this guy is managing the place, I’m no longer surprised by the quality. He shrugged off the disgusting bowls as “that’s just Barbacoa.” I’m not visibly irritated and just asked if they can be remade. He looked at me, didn’t say a word, and walked away. I stood there for another 5 minutes while the line moved passed me and everyone behind the counter acted like I didn’t exist. I finally just cut into the line and asked the cashier if they can find out if my order is being remade. She confirmed it was.

The manager finally came out and handed me the bag. I asked if I could get another chips and queso since the first ones I ordered had now been sitting at home for over 30 minutes given that I had to come back. Figured that was the least they could do. He refused at first, but then did agree after I argued.

I never received an apology. I walked in with the intention of getting a new order AND a refund. Given the hassle I went through for a simple mobile order. A mobile order. You know, the ones you put in to make things easier? But given the fact that it was like pulling teeth to even have a conversation with the “manager” I took what I could get and walked out. I won’t be going back to this location any time soon.

Chipotle insists on using cardboard bowls. Which the employees then load full of ingredients they don’t drain whatsoever, then don’t put the lids on. Best case, the food is soaking through the bottom of the cardboard container it’s in. Even on a good day, you’re lucky to make it home without the contents of the bowls winding up on the floor of your car.

It’s very obvious the employees simply do not care. Every one of my issues was caused by flat out carelessness. If you’re busy, and don’t have time to do it right the first time, when will you have time to do it over?

Employees care more about looking cool and having personal conversations behind the counter than they do about...

Never had a problem here until the last time I came in. Upon walking into the building, I immediately noticed trash overflowing out of the receptacle and spilling onto the floor. Not off to a good start, but I chalked it up to the lunch rush having just ended. I then proceeded to the pick up shelf to retrieve my order. We had planned to dine in.

I placed a mobile order for two rice bowls, chips and a drink. The food was ready when we got there 5 minutes past the scheduled pick up time. There was no drink cup with our bag, so we had to ask for one. There was a burrito instead of one of the bowls and since it felt cold I politely asked the girl at the counter to remake my order because it appeared to be incorrect. She took the bag of food back and came out with two bowls a few moments later. She handed them to me and to my surprise, they were not even warm in the slightest. I surmised from the temperature that the food had not been remade, but had been found in the back and they simply brought it out and handed it to me. Skeptically, I took the bowls back to my seat and opened the one with my name on it. Nothing could have prepared me for the nightmarish experience ahead of me.

My bowl was supposed to have extra rice and extra beans with chicken, corn salsa, sour cream, and cheese. After opening up the lid, I was greeted with an abomination, the likes of which I had never seen before. The bowl consisted of mostly corn salsa, cheese and sour cream, packed to the lid, plastered with sour cream in a massive wad of dairy and pieces of corn. I sat there, slack-jawed, thinking "What the f* is this???" I could not believe what I was seeing. I dug into the mess of corn and cheese which was caked in sour cream. I could barely make out a little bit of rice on the very bottom of the bowl. I saw maybe one piece of chicken and I don't recall seeing any beans at all.

The other bowl I had ordered did not suffer nearly as bad a fate as mine, but was still extremely lacking in volume compared to my mental model of what a Chipotle burrito bowl looks like. There was not much rice, and it was essentially "cold" (according to my inner angry customer voice), though realistically it was likely at or around room temperature, confirming my suspicions that the food had not been remade, because if it had been, it would be at least a little warm to the touch. However, by some miracle of the gods above, all of the ingredients appeared to have been included in that bowl.

There was only one course of action to take. I needed to start from scratch, at least with my own abomination of a burrito bowl. I returned to the counter once more to get the attention of a team member. Having previously worked in customer service, I know that being angry and yelling would get me nowhere. I remained calm and politely explained that I didn't understand what had happened with my burrito bowl in the preparation process, but I would simply like it to be remade fresh. The team member I spoke with disappeared to the back for a minute and then re-emerged. She asked me what was wrong with my food. I could not fathom how she did not immediately recognize the hellish appearance of my bowl of horrors. For her appeasement, I dug through the bowl of food a bit with the fork to show her that it just doesn't seem right and I wanted it remade. The team member took away the ghastly bowl of sorrow, and she told me to get in line to have someone remake a fresh bowl.

Finally, I got up to the counter and the young lady making the food made me a nice, fresh, properly made burrito bowl. While this was happening, my companion had started to eat. We decided against having them remake the other burrito bowl, but I regret it to this day. It was substandard at best, but we avoided the hassle of going up to the counter for a third time.

On our way out, approximately 30 minutes after entering, we walked past the same overflowing trash receptacle. Two stars because this is the first seriously bad experience I've had at...

The newer younger staff is running this place to the ground just with their attitude. Mind you I’m young writing this review but I was taught to keep my professionalism at work meanwhile these new employees will be having a bad day and take it out on the customers. I stood in line on Saturday 9/20/2025 witnessed a girl employee with braids rolling her eyes at the customers, not caring about the orders and complaining out loud to her co workers that she was forced to stay longer hours than she was scheduled for. Like girl we get it that’s upsetting but the customers have nothing to do with that so take your attitude to your boss, the gym, therapy maybe church not on the customers that have nothing to do with it. Then her coworkers didn’t help AT ALL they just lit fuel to her fire she was getting all the orders wrong and instead of them saying go take a break refresh “we got this” or just send her home because she’s clearly spiraling they allowed her to be rude to everyone, they didn’t offer her any comfort or help they only kept saying how she should be angry for being made to stay longer and how they would also have an attitude. No teamwork! It was the most horrifying experience I honestly feel bad for the girl who clearly has no good support around her to help her not only learn how to be professional but NOBODY to uplift her when she’s down. I also feel bad for this chipotle because if they don’t train the staff to work better under stress they will end up shutting down, people in this neighborhood will NOT pay to get treated like a punching bag and handed...