Chipotle Mexican Grill — Restaurant in West Bloomfield Township

My daughter visited your West Bloomfield, Michigan Chipotle location a little before 6:00pm on Sunday, May 11, 2025. She ordered a side tortilla and a burrito bowl with half honey chicken and half steak, brown rice, black beans, mild tomato salsa, chili-corn salsa, cheese, sour cream, and lettuce. The cashier, Mary, asked what she ordered, and she said, “A burrito bowl with half chicken and half steak.” Mary asked if it was a double portion of meat, and my daughter said “no,” and the employee on the line who assembled the bowl confirmed. Mary said the total came out to $16.54. My daughter asked why the bill was so high, and Mary said the amount was correct and to simply pay. My daughter asked for a receipt, and when she checked it, she noticed that Mary overcharged her $5.00 for extra chicken. She told Mary about the error, and Mary did not apologize and instead became defensive. She said she could not issue a refund because only the manager can. My daughter asked for the manager, and Mary walked to the back. When she returned, Mary asked if my daughter would accept a side of guacamole or queso instead of a refund. My daughter said she wanted the $5.00 refund because it was not her mistake. My daughter again asked for the manager. Mary told her the manager was busy and to have a seat until she was available. My daughter saw the manager peek her head out several times and go back into her back office. After waiting for about 15 minutes and being told multiple times that the manager would come out soon, my daughter signaled me to come inside at 6:20pm. She explained what occurred, and I asked Mary when the manager would be available to issue the refund. Mary also told me that the manager was busy and to have a seat. At 6:25pm I asked for the manager again. Mary said she was doing online orders and would be out shortly. After another 15 minutes, a polite employee, who identified himself as the assistant manager, apologized profusely and said he also could not issue my daughter a refund and the manager would be out shortly. At 6:40pm, the manager peeked her head out again and went back into her office. Finally, at 6:45pm the manager (Maya/Mia) appeared. She said she could not put my daughter ahead of her online customers. I told her that my daughter had been waiting in the restaurant, on Mother’s Day, since 6:05pm and that at this point our food was cold. She repeated the same excuses about having to prioritize her online orders, which is why she offered my daughter a side of guacamole or queso. My daughter explained that both sides are less than the refund, and she continued making excuses. Again, my daughter requested a refund and handed her debit card to the manager. She said she did not need her card and continued to the register and made a phone call. The assistant manager apologized again and brought us a drink cup and a side of chips and queso. After a couple of minutes, the manager requested her debit card and asked her to tap the card reader and issued a refund for the extra chicken. It was clear that the manager hoped that my daughter and I would get tired of waiting and just leave the restaurant. The cashier Mary has made multiple mistakes during past visits and told us to just call Chipotle customer service to receive a refund. That process typically takes an hour on the phone arguing with a customer agent who also offers a side of guacamole or queso instead of the requested refund. These mistakes have caused us to drive to the farther-away Bloomfield Hills, Michigan location to avoid the aggravation. Had I not come inside after my daughter asked for the manager 3 times, she would still be sitting there. Your cashier, Mary, is confused, poorly trained, and does not admit her mistakes. Additionally, your manager, Maya/Mia, ignored my daughter and hid in the back to avoid us. Despite being a resident of West Bloomfield, Michigan for almost 50 years and living only 3 miles from that restaurant, I will...

DONT COME HERE!!!

This place is a wreck. They are not the least bit interested in making any money.

Super unorganized and ghetto😬 So sad. I’ve tried over and over, because I live near by to come here some 12 times to try to get food in the last year and they refuse to make any vegetables morning noon or evening. They usually close early and the service is terrible. The management is stressed out with the normal every day operations of a restaurant, this place needs to be torn down. It would be better off being a parking lot. It would serve the community better than this place is.

Furthermore, I don’t see how this place can make any money. They are never hardly open serving food, close on Saturday at 4:00pm 7-8-23 and they close early than any other chipotle.. they need to fire everybody who works here and bring corporate trainers in from headquarters to try to save this restaurant. I am a business owner myself. Are the employees here lazy and don’t want to make vegetables ? somehow the other locations seem to have them.💁🏻‍♂️

The atmosphere here is everybody is stressed and upset about the horrendous service and always out of everything.

How do you get a fajita bowl with no onions or green peppers? You Advertise so much?

I feel sorry for the owner of this restaurant location😬😵😱

They need to shut this sub standard restaurant down or get it together 🙏 get out of West Bloomfield...

Ordered 2 bowls on-line. Both orders were wrong. One order was missing the ordered fajita veggie, had black beans not pinto, had brown rice not white. The second order also had black beans in place of pinto and had white rice in place or the ordered brown rice. I took the order back and was told they could not issue a refund nor could they credit my credit card. The could do nothing about the money and could only re-make the orders, but they were missing some items. They also said I would have to go back on-line to possibly get a refund there. I did that but there was no way to get money back. I threw their garbage away and am out $29.89. The following day Chipotle issued me "rewards" of 2 drinks ($3.10 each) and an order of guacamole ($2.75), should I ever return and purchase something for at least $5. But no refund on my $29.89. Then they had the nerve to state that they were glad they could help. SO, IT COST ME $29.89 TO GET NO FOOD AND I CAN GET BACK $8.95 IN FOOD IF I SPEND AT LEAST $5 MORE. The owner's pathetic response was to contact Chipotle so they could help. I went to the indicated website and there was no way to address my issue, except to once more repeat what happened. Which I did for about the 6th or 7th time to a "Chat-bot." As far as I'm concerned the...