Chipotle Mexican Grill

I came here for the first time this week.
The portion sizes were good if you ask for double meat, but I kind of felt like the burrito artist did not give very good portions.
I got a double steak burrito and my wife got a double chicken salad.
The workers moved the line quickly and we were eating quickly.
I wish there was an option to not have cilantro in my rice as I am one of the soap people. I also wish that the burritos weren't so expensive.
I feel like I can get the same thing at a similar place for less money with more meat.

Owner response

I normally do not post negative reviews but yesterday was such a huge frustration that I decided to put everything in writing.
Last night, I decided to grab dinner from Chipotle (East Chase, Montgomery) around 8:10 pm, expecting a quick service despite noticing a fairly long queue upon arrival.
With 7-10 employees behind the counter, one would assume efficiency, but that was far from what I experienced.
The line barely moved for the first 10-15 minutes, a result of an oversight in protein preparation; both steak and chicken were unavailable, causing noticeable frustration among customers. As the wait continued, the queue grew longer, and the staff’s communication did little to ease the situation, informing us of further shortages including corn, among other items, despite it only being 8 pm with their doors open till late.
Not only was the service slow, but the cleanliness of the premises was also the poorest I’ve seen at any Chipotle, further diminishing the dining experience. When I finally received my order after a 30-minute wait, the steak was undercooked, having a chewy and rubber-like texture.
Most of the employees seemed disengaged, spending more time conversing among themselves than attending to customers. This experience was a huge letdown for me as a loyal patron of the chain.
The issues observed suggest a management problem at this location, with a clear lack of essential customer service skills.
It’s disheartening to witness such a decline in standards from a brand I’ve always enjoyed.

Owner response

Not sure who the fellow was that helped me, but I told him I had never been there before and he was VERY helpful on the flavors and options! He even gave me a sample of the new chicken AL pastor so I could try before I ate it all.
Definitely recommend!