Chipotle Mexican Grill — Restaurant in Vancouver

I won’t be going back here. I ordered online for pickup the first time, and when I got home the entire order was wrong. They forgot the whole main protein of the order. No big deal, mistakes happen. I was given a free entree from the app because of this. Cool. The next time, I do a mobile order for pickup again including the free order as well as a few other things. 30 minutes later I come in and nobody can seem to find my order. They ask me the name, they can’t find it. They said are you sure it’s this store? I show them my phone with the order number and everything. They can’t find it so they asked me if I could cancel. I didn’t see any cancel options so I said can you just remake it? Maybe someone took my order accidentally? They said no, can’t do that. They proceed to go talk to the manager, and apparently they just can’t remake this order. At this point it was about 45 mins after I ordered. The restaurant was busy, I’m sure they were overwhelmed, but I just wanted to get my food and go home. The gal at the front pulled me aside and said I needed to re order and that I needed to wait for the 8 people in line and all the other mobile orders before they could make mine? I said no that’s ridiculous as I ordered coming up on 1 hour ago! She said they couldn’t do that and that I needed to wait. So silly. I get that mistakes and glitches happen but if they didn’t receive my order, that’s on them, I am not waiting another half hour while you get through your line! The service is always just not good. I won’t be coming back to this one, I think the manager and the staff needs some training on what to do when things like this happen and how to provide good...

In general I like Chipotle. Good food, fresh ingredients, and I only occasionally have to wait in line for more than 5 minutes. If an ingredient runs out and I have to wait until replenished, the staff usually comps the guacamole or adds free chips, etc, which is what I would consider good customer service.

However, at this particular location my experiences have been disappointing more often than not. Not once, nor twice, but three times they ran out of items without having it's replacement batch ready. Once they actually ran out of vegetables completely...at noon. All three occasions ended up in either me waiting several minutes or leaving without food. No attempt to offer the great customer service you would expect.

That being said, I'm enjoying a great steak fajita burrito as I'm writing this and it was a positive experience regarding the aforementioned items. The server even managed to spread out the guacamole and wrap the burrito appropriately without it becoming a huge pile of toppings that used to be a burrito. So my experience here had been...less than consistent. Perhaps due to being a recent addition to the neighborhood and a less trained staff, but that grace period is near its end. Overall it's not as good as other locations, but I'll keep...

I ordered through chipotle.com and have never experienced anything negative until today. Order came late and I discovered there was no seal or staple on my bag. It was ripped open. I found that some of the chips were eaten, queso and the burrito missing. I reached out to this location since the driver was not picking up and got a "lead" named Avery. Who right off the bat instead of apologizing, she claimed she had personally packed my order. Her tone was already presuming that I was trying to con them out of a burrito. She explained there was nothing they can do and that I would have to go through Door Dash for a refund. The manager on duty was not available to even assist me and I was stuck with Avery who began laughing throughout the conversation and to my astonishment - arguing with me! I literally called this location to get some type of assistance. Maybe even get my burrito re-ordered and delivered? But instead I was essentially being told they couldn't help me and laughed off the phone. I have reached out to chipotle customer service and awaiting contact from a DM or actual manager that exists there for the terrible service I received today. There is ALWAYS a way to assist a customer who is coming to you with a...