Chipotle Mexican Grill — Restaurant in University City

For this location to be NEW the service is poor! It hasn't even been open for year. From food quality, the upkeep/cleanliness of the store/ the front line staff to management. Just from reviewing some of the Google reviews you just see how horrible it is. Just on the few visits I seen a staff member and customer gotten into a heated argument to the point of it becoming physical and the police needed to be called, on another visit they DEFINITELY lock their doors 10-15 minutes before closing, I witnessed them not allow a doordasher into the building because they were "CLOSED". It was 9:48pm and they closed at 10:00pm. You close at 10:00pm not walk out the door at 10:00pm its a difference. Then as I was leaving told me not to let the people outside in.. That's not my job.I don't work for Chipotle. That puts ME the customer into a situation, also the lack of accountability this location has.. I walked out in the middle of them making my order yesterday because the line staff was very rude and became argumentative. At the time of my turn of ordering they ran out of all meat/rice but it was like enough left for 1 scoop. I said "well can I get the fresh stuff that they're about to put out? I don't want the last scoop of anything" I said with a smile. I wasn't rude. His response, "IT IS FRESH" , was very aggressive, then proceeded to put it in my bowl, I said but I don't want it why are you putting it in my bowl. As I got farther down the line to where the cheese and guac is I noticed EVERYTHING looked old. From the pico, to lettuce to the guac! The guac was BROWN. Nobody wants that! I left. I called and attempted to speak with the GM of this location about 30 mins after it happened. When I called they put me on "hold" there must not be a hold button or mute button because I could hear the entire conversation and them laughing about me wanting a GM and how the GM wasn't there. When Andrew got on the phone I asked him to be truthful because I heard the ENTIRE conversation he said I am the GM and started to become argumentative as well. He lacked professionalism! Which he isn't the GM someone named Annie is, instead of him listening he was very defensive. This store is very GHETTO. Every visit the staff just don't seem to care that they're at work. They need to be more cognitive of their location. That Chipotle is a part of a newly built plaza at the border of Ladue & University City. The cost of living in the area doesn't equate to the type of service we...

I decided to try this restaurant today for a late lunch/early dinner and it was not what I was hoping my experience to be like. The people serving the food had the most unconcerned, unfriendly, and unwelcome demeanor that I couldn't tell if they were being paid to be there or forced to be there. It was that bad. Ladies doing nothing but eye rolling with their faces all frowned up, I couldn't understand why. My hope was that being that the place had recently just opened that the employees would still be on their best behave to ensure they make the best impression...smh...but unfortunately, they were not. Its way too early after the grand opening of this location for the employees to be this rude to customers and/or to have this bad of an attitude. The manner in which food is served is questionable as well. The girl making my tacos serving up the guac used a lid from the small containers to scrap guac off the spoon that she was using to scoop the guac, then she noticed that there was a piece of lettuce in said scoop of guac, so she takes the spoon of guac to the trash can behind her, then pulls the lettuce out with her finger, throws the piece of lettuce in the trash can, then with the same guac on the spoon she continues to scrap guac off the spoon on to my tacos. 🤣🤣🤣 At this point I felt I was being pranked or something like on candid camera becuz that was crazy to watch. I could not believe what I was seeing. Smh...lol...so as I'm walking out I'm talking to a friend on the phone to share my experience becuz I was in complete shock...the gentleman waiting in line behind me heard the concerns that I was sharing on the phone and even he agreed that the service was less than subpar. Imo it seems that this particular location hired a lot of individuals who lack experience in customer service, and not to mention, little to no experience in the food industry. Now had I said something to these ladies about their bad attitudes and the manner in which the food was being served I would have been in the wrong. Either retrain your staff or hire a better crew of people because what is currently there is not...

Update: Still sucks. Their standards are apparent from the picture. The kids meal is supposed to have a divider that keeps the rice and beans from spilling out. Unfortunately, in his hurried “performance art” style of putting together this meal, the server forgot to place the divider. By the time we got home, we had a mess on our hands.

To top off the sloppy work, the employee was in such a hurry that he put the lid on the bowl before I’d finished ordering. Earned me an epic eyeroll and sigh when I asked for cheese and sour cream to be added.

No one cares at this location. Management is non existent.

Chipotle should close this location.

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Kitchen area seemed pretty rough around the edges. Portions were ok.

The service is why this and most Chipotle locations in the US are failing.

The servers were listless. The cashier wordlessly handed us our order. When I found there was no drink in the bag, I asked for a chocolate milk. The response was pure gold; “we ain’t got no chocolate milk. That’s why I gave y’all a water cup”. My attempts to ask for an alternate drink such as apple juice or lemonade were met with a blank stare (very “no soup for you” vibes). Mind you, there were two people in line. Hardly an overwhelming situation.

This is killing Chipotle. Seems like no one cares. This indifference is kryptonite for any brand. As a stockholder, I am appalled at this state. This is what the employees put back into the brand after getting dramatic wage increases and enhanced benefits. Something is very wrong here.

This was not the image and experience that led to the meteoric rise of the brand. They don’t need a new menu item. They need to get back...