Chipotle Mexican Grill — Restaurant in Albuquerque

A serious disappointment!

Last Wednesday, Dec 16th, my gf put in an order through the chipotle website, for pickup for us to enjoy after going to see a Christmas light display. It was my birthday, so I thought it would be nice to grab one of my favorites instead of cooking. I had no idea what we were in for.

By the time we got to the restaurant the food was supposed to be ready, but when she went to the door it was locked. Apparently they were closed for pickup at 9, so only deliveries till 10pm. With the current state of things I can understand changes to operations and hours, but like I said we ordered directly from the chipotle website. So after standing at the door for a minute or so a worker came out to see what she needed. He said it would be ready in 5 minutes and they started making our order. We waited in the car because it was about 30 degrees outside. One by one, others walked up to the door to pick up orders. There were people standing around inside, and not one of them even had the courtesy to let people know they would come out when they had gathered all the orders. So all of the people were stuck waiting in the cold for 15 minutes, without so much as a hello from anyone who worked there. Then one lady that worked there grabbed up a bunch of orders and came to the door. She read of a few names, and handed out bags. My gf was standing there wondering where our food was. The lady said there was a name she couldn't pronounce on one order and held up the bag for everyone to look at. It was ours. Now my gf has a well known name, so idk why the worker was being so rude. We grabbed our dinner and headed home.

This was one of my favorite places, and I was so disappointed in their service. It wasn't just with us, but everyone that night. It's not like they were closing in 10 minutes, or they were super slammed. I have worked in restaurants and know how frustrating it is to get a last minute order. Also it was in no way our fault that the website let us have a pickup option. I was hoping that the food would at least be good and we could enjoy the rest of our night.

Unfortunately that was not the case. We barely had anything in the burrito bowls we ordered. Usually I eat half for one meal and save half for another, but there was no way that was gonna happen with the sparse amount of food they threw in. It was like they were running out and refused to make more. I had gotten the sofritas, and it looked as though it had been sitting out for hours in open air. This is my go to dish, and never have i been so unhappy with it. All of the sofritas bits were hard. Needless to say I do not think I will be returning to this location, because of lack of professionalism with the staff, and poor food quality. Hopefully they can get back to the way this locating...

I ordered three hard-shell chicken tacos with pinto beans and rice on the side at this location today. Unfortunately, the experience was far from acceptable, and raises serious concerns about food safety and hygiene.

Upon approaching the food line, I observed clear cross-contamination across the entire setup. Fresh food items were mixed with remnants of other dishes, which was immediately off-putting. Despite my reservations, I proceeded with my order and regretfully chose the visibly dried chicken.

When I requested fresh cheese and lettuce, the staff member—a young man with a long ponytail—retrieved what was supposed to be fresh containers. However, he proceeded to pour crumbs and scraps, including pieces of plastic, from the old containers into the new ones, effectively contaminating the fresh produce. When I insisted on truly fresh ingredients, he responded with noticeable frustration and continued handling food with dirty gloves. This only escalated the situation, as he then carelessly scooped cheese and lettuce from the bottom of the old containers, further contaminating the food.

What’s even more alarming is that during this process, a metal separator fell into the bottom of the cooler, which was visibly filthy. Instead of cleaning or discarding it, the staff member simply placed it back on the food line. Never changed his gloves. His defense for such reckless behavior was a concern over "wasting food," which in this context is completely unacceptable.

I strongly recommend that management, especially Alan, reviews the security footage to address the unsanitary practices at this location. The conditions I observed are not only disgusting but dangerous. Unless significant changes are made, this location should be avoided at all costs. The health risks are too great, and the current state of cleanliness warrants an immediate reevaluation of their...

I have been ordering at this chipotle for 7 years + and the service and management in the past 6 months has been slowly degrading and now is terrible. I’ll share the most recent experience that happened today.

I arrived at chipotle at 8:55 PM to find the doors locked. (It’s posted on their website and the front door that they are open until 10:00 PM). The lady who answered the door says that they only accept online orders after 9:00 PM. Although it’s still before 9:00 PM, I order online with the earliest available pickup time at 9:15. I submitted the order and received the confirmation email at 9:01 PM. After 10 minutes passed, I stand at the door waiting (9:10PM) since I don’t see anyone cooking in the main area. I stood there until 9:12 PM while 3 different people walked clearly in the line of sight of the door and chose not to acknowledge that there was a person waiting at the door and continued their work (there are 4+ cars in the parking lot all that could have been waiting for orders). Finally someone answered the door and asked what order I had. She ran to the back to the secret kitchen which isn’t visible from the outside and then came back to ask me, “Your order is for 9:15 right?” to which I reply, “Yes”. They bring out the order at 9:16 Luke warm. The food was clearly not being stored at the right temperature or they chose to bring out the order late, despite knowing that I had already arrived.

Very disappointing service and alarming procedure from a company I’ve been spending money with for quite some time. I hate to be a Karen, but I had to share this after multiple recent visits with similar service. Hopefully...