Chipotle Mexican Grill

Ordered off the mobile app and this is what I received, rice just stuck together in giant cold wet clumps, cold steak completely inedible no refund issued and nobody wanted to fix the issue after spending 30 dollars on two meals you’d expect the food to be edible.
Not the first time I’ve had issues with poor food quality and as someone who’s working in food service for 9 years I have to say don’t eat here.
Go buy you some rice and steak and make it yourself.
This place sucks

The time I went it was fairly busy but not packed.
Food was really good and the staff was friendly.
Able to get a free double protein and chips and salsa all for under $15 (and they gave an extra cup for salsa.)

I’ve had good experiences here in the past, so despite this 1 star experience I felt it only fair to give them 2 stars.
I did not want to leave a review, and I did not want to be reimbursed for my meal.
I simply wanted to call and speak to a manager about my experience.
But after calling twice, I see this is their preferred form of criticism. I feel like I was in some way punished for not tipping carry out.
I placed my order ahead, drove to the carry out line.
They said they did not receive my order.
I apologized, it was my own error processing payment on their mobile app.
This is before noon, so there are no other cars in the drive through line.
I place my order and waited at the window patiently.
I watched her make my order within a minute or two of placing my order.
She bagged it up and set it aside while I sat at the window and waited.
And then I watched her make no less than 5 other orders.
Still no one else in the drive through line, just me waiting at the window.
27 minutes elapse.
I know because I was on the phone with my wife and had the call timer running.
Finally, without any words the tall skinny lady who made my order opened the window, handed me the bag and shut the window.
Nothing else. I was going to ask for a vinaigrette to take with me, since it’s not an option on the mobile app.
I didn’t get that luxury.
Then I get back to my place of business just 6 minutes away from the store.
I get there and my bowl has a ton of sour cream, what seems to be a lot less than a double portion of chicken, and is literally cold.
Not cool, not room temperature, cold.
I guess from the massive heap of sour cream and dying on the window for nearly half an hour. I’ve spoken to the owner of this store while in the line to have my meals made.
He seemed like a cool guy.
All I wanted to do was voice my experience so he could address it with his staff member.
But since I couldn’t get anyone on the phone I was forced to instead leave a bad review.
An unfortunate experience that I hope will be addressed.
I’ve always loved chipotle and I’m sure I’ll be back.
But this was a poor experience to say the least.

Owner response