Chipotle Mexican Grill - Longview

I tried to contact the restaurant directly, but all I got was an automated message instructing me to report the issue via the confirmation email. I followed their instructions, and instead of a resolution, they sent me a coupon for a free menu item that expires in 30 days. This was extremely frustrating, as I had paid extra for items in my burrito, yet I received no apology, just a coupon. I called the store again and, after pressing zero multiple times, finally managed to get through. However, the line just rang and eventually hung up on me. I then resorted to their robotic chat support. After navigating a maze of prompts, I finally reached a human, who apologized and promised to escalate my concerns to management for better service. I insisted on a refund for the burrito rather than a coupon, and they agreed to process it. When they asked if I needed anything else, I pointed out that I now had to figure out another meal and requested that the local management reach out to rectify the situation. Instead, I got another automated response asking if I needed anything else, which ended the chat and sent me back to the robotic support. I understand that Chipotle is considered fast food and often has issues with staffing and pay, but this experience was a clear indication of corporate negligence and poor management, showing a lack of concern for customer loyalty. They wasted a lot of my time tonight, and I felt it was important to share my experience to warn others against ordering from this location. It was a terrible experience overall. I’ll update my review if anyone from the company chooses to address this issue, but I don’t have high hopes.

I hadn't been to Chipotle in years but decided to give it a try last night. Unfortunately, I was very disappointed with my meal. I ordered a steak bowl, and the steak was tough and overcooked. I also got a small cup of queso with chips, but the chips were stale and inedible. I ended up spending $18 on food that was not up to par. I don't mind paying that much for good food, but this was really disappointing. I won't be coming back.

The food was good, but the inside looked like no one had cleaned it all day. The tables were a mess and the drink/utensil bar was a mess. They didn't give me a full serving of meat so I ended up with mostly rice and beans. It was probably a bad day forthem. But I didn't feel very satisfied.

Ordered online via the app. Arrived at the time the food was said to be ready. Greeted by locked doors during what was clear open hours, had to wait for an employee to leave to let us in. The 2 employees there had not started our order yet despite themseemingly not having anything to do. Waited for our food, get home and it is cold, rice isn’t cooked, majority of the toppingsleft off. My bowl (which should have had veggies, salsa, guac, etc) just had half cooked rice, cold meat, and beans. Used tohave good experiences here but the last several times have been mediocre at best, and this one sealed the deal.

The food wasn’t as fresh as it should have been, and they only provided a half scoop of meat for the burrito, leaving me with barely enough to finish it. I was really disappointed given the price. As for the atmosphere, the restaurant looked like it had been ransacked by kids—cutlery and napkins were scattered everywhere, the tables were dirty, and two of the soda machine drinks were out of syrup. Despite these issues, I’m giving it 4 stars because I’ve had much better experiences there in the past.