Ever since I discovered the underground Chipotle menu (that’s apparently not that secret…), I’ve been dying to try it. I’m a sucker for Mexican food and although I’m not obsessed with Chipotle like 99.9% of the human population, I do really appreciate their healthful ingredients and fresh taste. So a couple of weeks ago, my friends and I headed out to the Chipotle on M Street to catch up. I was probably more eager to try out the “secret” quesarito than I was on my first day of college. The Chipotle quesarito is a regular burrito but wrapped with a cheese quesadilla instead of a regular tortilla.
So now I will delve (in full detail) into the horrific customer service experience that was, what I like to call, the “quesarito meltdown.” Just to preface this scenario, I should inform you that I was previously warned by my best friend that Chipotle workers despise it when people order off the underground menu. So, naturally, I was a little nervous when ordering. And apparently, with reason. The second I said “veggie quesarito,” I felt the unforgiving death stare that emanated from the employee’s eyes and permeated my soul. She proceeded to ask a series of mumbled, unclear questions, from which I only heard “That’s $11, ok?” My second mistake, after actually ordering said quesarito, was asking if it came with anything. The aggravated Chipotle employee continued to ask random questions, then slowly but surely passive aggressively prep the quesadilla, then ignore me and dart her eyes at the other employees. By this point I realized that the entire assembly line of Chipotle workers were all empty-handed (because apparently ordering a quesadilla backs up traffic…) and staring at me with varying dirty looks, side eyes, head shakes, eye rolls, pressed lips, you name it. I’m not even making this up; my friends even commented on how painful it was for them to watch. The attitude was palpable.
While waiting for my quesarito from hell, I stood awkwardly in the middle of the line because I didn’t know if I had to stay by the quesadilla or wait by the fillings. I asked the woman who reluctantly made my quesadilla, but she smirked condescendingly and left me with no answer. Finally, after what felt like a century, the quesarito was ready for action. One by one, the Chipotle workers stared at me with raised eyebrows and waited for me to announce my fillings. Oh, and for each desired filling they graciously scooped out a minuscule dollop, causing me to ask for more, aka shooting myself in the foot. I’m really in awe of the largesse of these Chipotle employees.
I almost always enjoy my dining experiences and cut restaurants/waiters/cooks a lot of slack because I empathize with them as someone who works in the food industry. But my biggest pet peeve is bad customer service and this Chipotle nightmare was basically negative customer service. But enough negativity. Now I’ll get to the actual food review, which is very positive.
Location: 3255 M St NW
Time: 6:30 pm on a Saturday
Order: Rice and bean quesarito
Review: This was pretty delicious. Chipotle burritos are always satisfying and another layer of cheese couldn’t ever hurt, right? It was extremely filling and flavorful, which was exactly what I wanted. The quesadilla flavors melded perfectly with the fillings and made for an unexpected yet yummy twist on the classic burrito. However, due to the terrible experience I had with ordering it, I doubt that I’ll order it again.