Chipotle Mexican Grill — Restaurant in Virginia

I came here with my daughter around 3:15 pm. There was a line. It took approximately 10 minutes before we made it to counter to place our order. I ordered my daughter a chicken & cheese quesadilla and a bowl for myself. When it came time to add ingredients to my bowl, the first issue the server stated they didn't have any more brown rice..I had a half a mind to cancel my order right then but my daughter's quesadilla was already made, I asked how long it would be for brown rice and she stated 8 minutes so I reluctantly chose the white rice. Added all of our ingredients and toppings. Next up, we got to the register and were asked chips or fruit. My daughter asked for fruit, and the cashier stated we don't have any more fruit. So we say we'll take the chips, the cashier looks down behind her and says we don't have anymore 'kids' chips. Soooooo.. she's looking at us, and we are looking at her, so now what then? The cashier then states says she can have another apple juice..I told her no, this was really unacceptable and the finally the server next to her says, I can make a 'kids' chips...proceeds to come back 30 seconds later with the chips. We pay, we go to get our forks and guess what? No Forks! Smh, this location seems to have an issue with stocking items properly and very nonchalant employees. And let's not forget this was after the lunch rush and before...

This location is nasty. The location and the people. Food is expensive and the portions they tired to give is us was unacceptable. When I asked for more black beans because she gave me a size for kids; she gets an attitude. She walked off so another female finished it. She asked me what meat I wanted and I told her the plant base. If you don't know English you shouldn't be working in this store. The cashier had an attitude problem as well. The trash needed to be pulled in the inside and outside of this store. And the floor swept in and out. We spent $30 but the service was like going to a less expensive place. Since the scoop of the sofrita was so small I asked for an extra in a container but it wasn't in a small container for $3.25. Then when were checking out; while checking out the cashier asked did we want something to drink....my friend told him yes but he gave him just 1 cup while our order was together. He could have asked. While sitting their I observed how they were treating the other customers of another race....they treated them better and with respect. While we were leaving the cashier came to push the chairs up but didn't sweep the nasty floor. And one off the female walked to the bathroom so she get on her phone. Will not be returning to...

So you're telling me that your online ordering is down, and instead of either A) shutting it down through the online ordering system; or B) calling the guest via the phone number that they supply you telling them that their order can't be made; you instead allow the guest to drive through rush hour traffic to get to your store where you then proceed to tell the guest that they can get in line and pay for their food again if they want food? No no no. This is unacceptable. Especially when you are gonna turn around and say "If we make it, it is counted as a loss in our system." That is NOT the guests problem. If you aren't gonna have the courtesy to avoid this issue using two very available forms of communication, then it is now your responsibility to take a loss on this order to make sure your guest is treated right. You have lost two guests who visit your store 3-5 times a week, and as much as you will act like that isn't a big deal, I can tell you for a fact that if this happened to any other guests today, they will feel the same way I do. If you can't handle customer service, then you don't deserve...