Chipotle Mexican Grill - Kirkwood

I walked into the Kirkwood location to place an order and was quickly informed that they only accept online orders. While a few people vanished from the scene, I had to use my rewards for a complimentary duck. I’m giving them 5 stars because the staff was fantastic, managing orders with impressive efficiency. Each person on the team had a specific role, and it all came together seamlessly. The wait was a bit longer than the app indicated, but my order was accurate, and the food was delicious.

In my previous two-star review, I mentioned that only online orders were being accepted, the chips were stale, and the burrito was cold. There was a significant backlog of orders, and it seemed like there were only two people working, which resulted in long delays. The garbage was also scattered around, making the place feel unkempt. While I understood that they were doing their best, my experience was far from satisfactory at that time. Today’s visit, however, has redeemed the establishment in my eyes.

I'd like to share my experience, though I won’t delve too deeply since the restaurant already has quite a few negative reviews. However, I wanted to mention that my bowl was only half full despite having nearly every option available. I'm curious to know if this is the usual standard or if it was just an isolated incident. If this is the norm, unfortunately, I won’t be returning to that Chipotle again. Thank you, and I look forward to your response.

On a Saturday, I visited this Chipotle location, only to find there was no drive-thru service available. The restaurant was closed for in-person dining and was only accepting online orders. This situation is quite disappointing, and I think Chipotle needs to address this issue.

I used to frequent this restaurant regularly, but in the past two years, it has really declined. I've given it some leeway, but now I can no longer ignore the issues. If you sort the reviews on Google by the latest, I assure you’ll be glad you chose to eat elsewhere. Often, the doors are locked, preventing customers from entering, likely just so the staff can avoid cleaning. Most of the time, they push you to order online, but I've lost trust in them. If I can’t place my order in person, I simply leave because I refuse to waste my time waiting for subpar meals or receiving incorrect orders. I once ordered for ASAP while waiting outside, and it took 45 minutes. Other times, I’ve attempted to order online only to realize I needed to reorder in person. I honestly can’t figure out when it’s appropriate to order either in person or through the app. When they say you can order for 1 PM and pick up at 2 PM, it might not be ready until 2:15 or even 3 PM—it will definitely not be on time. There’s also a good chance your order will be wrong. They might close early, or they could stay open until the advertised closing time—it’s just a guessing game. After everything I’ve experienced, today was the final straw for me. There isn't a single Chipotle in the St. Louis area that is as disappointing as this one; they all provide better service and food, and definitely earn my business more than this place does.