Chipotle Mexican Grill — Restaurant in Auburn

Subject: Poor Customer Service Experience at Chipotle – 1700 Opelika Road, Auburn, AL 36830

I’m a delivery driver and recently visited your Chipotle location at 1700 Opelika Road in Auburn, Alabama at 9:50PM on May 5th 2025. I came to pick up an Uber Eats order. I arrived shortly before closing and followed the usual procedure: I checked the pickup shelf, and when I didn’t see the order, I stood in front of the register to inquire.

There were about six employees present—one cleaning (sweeping by the drive thru window), others preparing drinks for themselves because one employee informed his coworkers he was getting ready to empty out the tea and they all went rushing with cups to get tea, and one assisting another customer with ordering her food (this customer was the only one in line), one worker looks like she is preparing a mobile/delivery order on the food line, and the others are just chatting and joking around the restaurant. At this point i noticed my presence at the register is being completely ignored. You’ll think I was invisible to these employees!!! Several of them saw me standing there but did not acknowledge me or ask if I needed help. I thought to say, “excuse me I’m here to pickup an order”, but everyone has already made eye contact with me plenty of times…so obviously they didn’t care to serve me. Even as I stood directly at the register, clearly not in line to place an order, I was ignored. What really took me to the point to write this review is the team member (white lady) helping the other customer decide to check out the customer as I was standing RIGHT IN FRONT OF THE REGISTER, the customer had to go around me and squeeze her hand through to swipe her card. That team member tried her hardest to avoid eye contact with me and the customer she was serving had no respect either to see I was already at the register and to let me go ahead and be taking care of. I went a few inches over and just started to stare at each employee and one employee (black male) finally asked me, “are you picking up”, and I said, “yes I am but y’all have not been trying to see what i needed. I’m picking up for Catherine Uber eats order. At that point, he retrieved the order from the back and handed it to me with an said sorry about that. WOW I’ve waited that whole time FOR NOTHING, the order was just sitting in the back, instead of the pick up area. I’m hoping these workers wasn’t trying to take the order home, because the restaurant was closing soon.

While I do appreciate the eventual help, the overall experience left me feeling disrespected and invisible. As someone trying to do my job efficiently and courteously, being overlooked by the entire staff was frustrating and unprofessional.

I hope this feedback is taken seriously and used to improve the customer service and awareness of staff—especially when it comes to acknowledging delivery drivers, who are also helping support your business!!

Thank you for your time...

Edit: the food was great deposit the issue with the order and employees morals. Gave the atmosphere a fair and earned rating due to the inside and environment inside being nice. Including appropriate family setting for it to be its size and maintained well . Service is still a one star due to the issue concerning food and service. Which the main issue was with the food due to service from staff to begin with. My Post may change in the future if I come here again after a few visits to see if there are any changes for all star related fields. Truth be told the restaurant isn’t bad but the quality of service from some employees concerning effort to complete tasks within a timely manner and in good faith to their customers needs to be addressed. Looking back I feel like my case could’ve went A bit better if more Initiative was made in my specific experience. Everyone has different experiences but from what I observed, saw and felt I have to be honest with this review hence why I came back to adjust it. I understand we’re all humans but quality and care speaks volumes.

Original post: It’s one thing to ask a question about your food but another to be lied to about it. 3 times I’ve ordered the same exact meal twice it’s been messed up. Today I came in again and ordered the exact same meal. Ordered online just as I went in to make sure I could see it be made. Watched the guy make my food. Leave it sitting and then approach again to ask for my meal whilst everyone else was still being served their food. Patiently and politely I asked if they put the extras on the portions I ordered in the meal. Watched the guy lie to me and say yeah it’s in there. I asked the other guy next to him who actually made the meal he said yes too. It truly I made no big deal I smiled and took my order and left. There’s no true agent to speak to verbal over the phone which makes the experience even more miserable. I’ve had the meal correctly once. And can tell why. Lack of motivation and emotions to tend to the customers. I worked restaurants in the past before entering into the military so I know and get fast pace sometimes or multiple customers can make things a bit crunched but lying in the moment to fixate an issue unresolved makes the taste feel sour. I likely will not be ordering at this location ever again. Two people lied to me in my face. Believe me I’ve seen what the bowls look like with correct portions when requesting extras and to sit next to a friend once I got home and compare the same meal with different protein only and it sits as such instantly was a green light for confirmation after I already watched them make it. Should’ve stayed home and prepped my own meal in this case. Respectfully why my rating is as such and will not change. Be honest folks. Takes only few seconds to...

Subject: Disrespectful Treatment of Delivery Driver at Chipotle – 1700 Opelika Road, Auburn, AL 36830

I’m writing as a concerned family member of someone who was recently treated poorly at your Chipotle location at 1700 Opelika Road in Auburn, Alabama May 5th 2025 around 10PM. They were there doing their job as an Uber Eats delivery driver, trying to pick up an order for a customer. What they experienced was unacceptable and frankly upsetting to hear.

They followed standard procedure checked the pickup shelf, didn’t see the order, and waited at the register to ask for assistance. There were several employees present, including some cleaning and chatting as the store was nearing closing. Not one employee acknowledged them, even though they were standing right at the counter. They were stared at, ignored, and essentially treated like they didn’t exist.

Even when another customer was being helped, that customer was directed to pay at the register without anyone first asking my family member why they were there. It was only after standing there for some time, clearly uncomfortable and overlooked, that someone finally asked if they were picking up a delivery. Only then was the order retrieved and an apology offered.

It’s extremely disappointing to know that a hardworking person trying to do their job professionally and efficiently was treated with such disregard. Delivery drivers are an essential part of your business model, they help get your food to customers and should be respected and acknowledged like any other guest in your store.

I’m writing this not just to express frustration, but to urge your team to take this seriously. This kind of treatment is not just poor service, it’s a reflection of a culture that needs change. Please address this with your staff and ensure that future interactions with delivery personnel are handled with professionalism, respect, and basic courtesy.

Thank you...