Chipotle Mexican Grill — Restaurant in Tyler

I go here a lot. I like this location a lot. But I've been having some recent issues that warrant writing something.

The first problem was when the app messed up and double-charged me. But that's a glitch that this location is not responsible for, but is something that can happen.

The second problem was a month ago when I came in, after ordering in the app, and my order wasn't on the take-off shelf. No big deal, but no one else on the staff knew where my order went. Thankfully they just remade it, no big deal. Very polite about it.

Tonight, as I write this, I ordered for take out through the app for a specific pick-up time. I arrive two minutes after my pick up time and the shelf is empty. I begin to think that this is a repeat of what happened a month ago. The employees call me over to the counter to ask what the name on the order was, and it's not the one that they had prepared to hand off. I get told that, "They must have just forgot to print the ticket for us to make it, but we'll make it right away." The crux of this is that with every mistake, the people are always super polite.

So they begin remaking my order, two burritos and a small chip bag. They make the first burrito correctly in the end (albeit, they had to restart because something got messed up), despite it being the more complicated burrito. The second burrito is double chicken al pastor, extra white rice, no beans, and extra cheese. That's it. I think I must've gotten at least quadruple meat, less rice, and instead of the normal shredded cheese, I got queso blanco on it?? While I do not mind queso blanco as a concept, I do not like it on a burrito, and it mixed with the chicken al pastor created the wettest burrito I have ever eaten, that I was not expecting to be the wettest burrito I have ever eaten, and I could not even finish it because it was not what I was expecting and is a food texture I cannot really eat because it is simply gross to me.

I'm sorry for such a long-winded explanation, but I have not begun to have so many happenings until the most recent few months. I still think the food is good, and the employees are so, so nice. It just feels like there's a system malfunction sometimes, and maybe someone should oversee a trainee making food more thoroughly when they are making food (I'm 90% sure the person who put queso blanco on my burrito was...

I normally don’t do this but had to give some kudos that are well deserved to a young man working at this Chipotle location. While in the restaurant today ordering food I witnessed the most genuine, caring gesture that I have seen in a very long time. Trey, the young man attending to the check out register of this very busy and very congested favorite food spot, was checking out an elderly woman and with the longest line of folks behind her he noticed she was moving slowly and walking with the assistance of a cane. Without hesitation once he checked her out her offered to help her to her car and Carrie’s her food and even stopped to fill her drink, checking to make sure the ice amount was to her liking and had her beverage of choice filled. He then patiently and calmly walked with her step by step through the restaurant and to her car where he assisted her and the items purchased safely into her vehicle and wishing her a good day! Wow I stopped him and thanked him for being so kind to a person of age that he saw could use the assistance and didn’t hesitate to jump into action, and then added “weren’t you worried about the rest of the growing line inside.” To which he replied “oh no ma’am, the other guys got it so I can help her, it’s no problem.” I turned around and sure enough the remaining workers had shifted spots and the line kept going without skipping a beat!! This brightened my day and gave me a whole new hope for our world today and reassured that there are still kind ppl spreading love and happiness to others in the community even when sometimes it might not be lucky enough to witness it first hand as I was today! Great job to trey and all the staff at this location! Keep up the great work you’re...

The manager on duty at 7:00pm (08/06/2023) need to be fired. There was multiple issues with my visit. The first was as I waited in line, I saw the manager get rude with a customer as she was ordering her food. I guess she wasn't talking loud enough for him, and he let her know in a rude way. When I finally got to the counter to pick up my DoorDash order that I place via the app, the guy at the register could not find it, even though I gave my name, and showed it on my phone. He goes to get the manager on duty, and when he walks up, he says "SHOW ME YOUR RECEIPT" I did, then he walks over to the side and goes to the computer, and begins to search for who knows. About 8 mins later he asks, "WHATS YOUR NAME" I tell me, then he says "SHOW ME IT ON YOUR PHONE". Well...I'm not sure how many DoorDash orders he has worked with, but it is clear that he is VERY much inexperienced, because he was asking for info that the app wouldn't provide. When you place a pick-up order "that you placed" all it shows is what you ordered, so I guess for safety reasons the customers name would not be visible for anyone to see. At this point he starts making a scene and trys to get loud with me, I repeats the same thing OVER, and OVER, and OVER. This goes on for like 20 mins, when he finally tell me to call DoorDash customer service. I do and quickly find out the REAL issue Chipotle Canceled my order because they was unable to make it.. Can anyone tell me why the manager on duty did not auto tell me that when I showed up, and save me roughly 30 mins of wasting my time??? Would not recommend...