Chipotle Mexican Grill — Restaurant in West Lake Hills

This location has a really hard time managing online orders. It’s pretty consistent at being more 30 minutes late on orders, but today they were shooting for the moon.

I walked in to a line of people with 4 others in front of me waiting for online pick up orders.

After 30 minutes beyond my pick up time and watching numerous walk in customers getting their orders, I walked around to the front and talked to Alex who let me know they were busy earlier and were just catching up on orders. Understandable although management can we please get this store staffed appropriately?

Alex disappeared to the back for a little bit and then reappeared and started helping another walk in customer. At this point I’ve waiting 45 minutes and this person walked in behind me and had their bowl in less than 2 minutes.

I told Alex, okay I’ll cancel my online order and just pay again. It/they refused to serve me, walked to the back, clocked out and said, “I don’t get paid enough to deal with this.” A defiant tantrum.

It’s burritos and bowls, it’s not that serious. Just make the bowl. You’re overwhelmed, and I understand, but you made a really simple solution into a huge meltdown. You had no problem helping the guy behind me, you made his bowl less than a minute. There’s no line for walk-ins. Just a bunch of people picking up. It couldn’t possibly make sense for you to stand there and do nothing to help the other girl, or to stand there chatting in the back with her complaining about your job.

Long story long, you all need some serious work on this store.

Also I did reach out to you all and was met with another rude customer service rep named Sarah. She offered a free drink 😂. Y’all...

Ordered food on the app. Went in, and it was ready! Fantastic! Unfortunately, my son decided after the app order that he wanted a burrito too. One would think, "No problem!" We'll walk in and grab one quickly to go. FAT CHANCE THERE! There was only one person in line, so I got excited, thinking I'd be out of there in a jiffy. The service was super slow for her, but I was patient and didn't roll my eyes once! After what seemed like forever, it was my turn! I rehearsed what I was going to ask for at least a dozen times, and I was READY! Well, unfortunately, they weren't ready for me. I silently watched as the worker started grabbing app order receipts off the wall. He began making the app burritos as I stood, less than 2 feet in front of him, staring at him. He did not acknowledge me whatsoever. Now here's the kicker--a second worker came over, "My savior!" I thought. Yeah right! She grabbed a receipt and started making an app order. Ugggh, the eye rolling started and I debated whether I should just leave. I waited for each of them to make 2 orders. Finally, I gave my order and was able to leave the store 16 minutes after entering. For ONE BURRITO. The burrito I was present for was good. The burritos we ordered through the app were loaded with rice and had hardly any steak. Disappointed bc we used to have such great experiences at our Chipotle back...

The worst experience I've ever had at a Chipotle restaurant and I've been a customer and fan for over 12 years. Lucy at the checkout thought it was funny to let me wait for spoons while she helped three other customers. For some reason, they only put forks out for customers to take, while spoons must be requested (and apparently waited for). Not sure why the special status exists for spoons?

Lucy took pleasure in not helping me. Customer after customer went through. I mentioned that I was in a hurry to visit someone at the hospital. That still didn't move her. She claimed to have to wait for a transaction to go through. Once that did, she started handling the 3rd customer behind me. That's when I called out to the kitchen staff to see if someone could help me get some spoons. One guy came out and got me spoons (from beyond a locked door!) and the only thing he said was that I didn't need to yell.

Really the opposite of a service-minded staff. I'm sure some type of management intervention is needed. Perhaps the management itself...