Chipotle Mexican Grill — Restaurant in Westlake

Absolutely terrible service. I HATE to complain I was in customer service for over 15 years & I understand what it’s like to be busy. This was an online order for pick up. When I got there it was busy at the pick up counter (this is the first chipotle I’ve seen in this area that doesn’t put orders on the pick up shelf instead they keep them behind the counter) I have a 30 minute lunch break and only work 6 minutes away. I ordered CHIPS AND QUESO !!! My pick up time was 12:00 I got there at 12:03 and the line or pick up was longer than usual , there were probably 7 people waiting in front of me. When someone finally asked me my name at 12:10 I told them my name and they said it was not finished which was weird since the line wasnt too long to order in the store but I still waited patiently. i noticed door dashers with much longer orders whose pick up time was after mine began getting their order. at 12:20 im officially annoyed, the girls at the counter began giving away free drinks I said no thank you because I had just bought a drink with my order. I finally decided to get back in like and check to see if my chips & queso were ready, and to my surprise a worker let me know that my cold food had been sitting on the counter the entire time. I notice my soft drink was not with my order so I go up to the counter I request my soft drink and I noticed I did not order it on the app like I had thought (my mistake entirely) The girl at counter proceeds to tell me I have to get back in line to get my drink. I ended up saying forget it & left. I let my coworkers know not to order at chipotle in Westlake today since they are too busy to give semi decent Customer service. Like I said, I genuinely am not someone that complains but it is very upsetting to wait that long because someone could not check my order. Now, I am returning to work with cold food and am extremely late. I don’t want anything from this horrible experience except for this issue to be fixed in the future. I would be ashamed if this was my staff running...

Tonight I ordered online for delivery. I ordered one burrito and one burrito bowl. As I chose my bowl meat and continued to scroll for my toppings It was pleasant to see the portion i.e. light/extra options buttons. I clicked the normal options at first but stopped because I had this image in my head of hitting the extra option and having a fully loaded bowl, heck yeah! Soo I went back and clickedy clicked extra here and clickedy clunk extra there all the while finishing thinking in my head every time I order anything extra from anywhere it always disappoints. I finished paying and waited for my order.

The delivery guy was a tad late, no biggie. The bell rings, I answer the door and the delivery guy (btw very polite) has my Chipotle bag in two hands because the freaking bag broke from the drippings of my bowl. Juices are all over his hands and arm, dripping out of the bag and I’m standing there thinking “dude ate my meal and couldn’t get the lid back on (the foils aren’t that great)”. He looks up at me and says “the bag just fell apart, I’m so sorry”. I took the partial bag and the food inside still weary of him eating my food.

I open the lid and saw perfection! I’m looking at perfect layers all smooshed heavenly together, overflowing juices from the lid, beautifully colored. This my friends is an Extra Option Bowl by definition! Whoever created this one needs a raise and to be put into a corporate position. Not only did this person make my extra option dreams come true they also put back the faith it can continue everywhere. Thank you. And I’m serious about that...

After waiting an hour and 20 minutes in the car line (power was out everywhere due to storms), I was told they only accepted online orders. As I rushed to place my order, I heard one of the workers say, “She better hurry up,” and laugh. A few minutes later, the staff handed me an order. I checked the bowl, and when I pointed out it was incorrect, the staff member stated three times, “That’s your order,” while refusing to take the bowl from me (it literally had the wrong name and food inside it). When I told her I was allergic to sour cream, she continued to refuse to take the bowl, so frustrated by the mocking a few minutes earlier and the workers' oppositional attitude, I set the other person’s bowl on the ledge, at which point another worker came over and said, “Ma’am, you’re going to have to call corporate and get your refund because we will not be serving you tonight.”

Since when is it okay to refuse to give a person their order after they’ve paid? I waited my turn in line. I was simply asking for the correct order. Instead of taking the bowl back, she stood there, antagonizing and mocking me behind the window, while I was in tears because it was so distressing trying to get my family’s dinner. I cannot believe the way they treated me. Literally cried. I will never return to that place again and I highly recommend staying away.

I have documented photos. What is in my bag isn’t even close to what I...