Chipotle Mexican Grill — Restaurant in Baltimore

I placed an online order this morning that was supposed to be ready to pick up at 12:00PM. I arrived at the store at about 12:30PM, and the order hadn't even begun to be prepared. I noticed the cashier went over to the start of the line and moved a receipt toward the person heating tortillas as if to start my order. Then it took another ten minutes before my order actually reached the cashier. In the meantime, there was so much confusion and disarray behind the counter that customers standing in line were looking at each other in frustration and mouthing words like "ridiculous."

I have been a regular patron at this location for about two years now, and this is the second consecutive visit where something like this has happened to me, but honestly I've noticed the quality of the service slipping starting about six months ago. I asked to speak to the manager, and the cashier went into the back. After nobody came out after several minutes, I had to yell that I wanted to speak to a manager. At this point, some of the other customers who had become frustrated had gathered around me and were waiting for the manager to come out. An older African American lady said that she could see that they were just joking around in the back, having a good time, not caring that they were wasting our time and being disrespectful. A young Hispanic woman came out and said that she was the apprentice manager. She had no explanation and offered no apology; she only said, "But your order is ready now, sir, isn't it?" I reminded her that I had been coming into the store as long as I had, that everyone there knew me by my first name and was friendly with me, but that even I couldn't accept this behavior. I told her then, and I'll say it again now, that I'm never coming back to that location.

After I took my order and got in my car to come home, I realized that I actually felt relieved that I wouldn't have to deal with the incomptenence and disrespect from the Chipotle staff at 1209 N. Charles Street any more. If I thought that speaking with the manager at the location would do any good, I would direct my concerns to him (Victor), but as it happens, Victor must already be aware of these issues. After my last visit, he noticed how long I had been made to wait, and gave me coupons for discounted burritos. I don't want any discounted burritos, I don't want anything for free, I just want to get decent service and to be treated with respect when I go...

Almost a year later and this Chipotle's service has not improved. There was a minor improvement after the employee threw scissors at a customer, but that didn't last more than a week. They frequently close early and open late. Still can't stock all of their ingredients. Employees are rude and frequently ignore you. 3 out of 5 times I've walked in over the last month I have been yelled at "We only takin' online orders". Not sure why they can't take my order in person when there's 3 employees behind the counter, 2 sitting in the dinning area, and no customers.

Please, just close this store already.

Original review: There is an authentic burrito restaurant a couple blocks away. San Pablo Street Tacos. Seriously, go there instead, you'll be glad you did. Out of my experience Chipotle is generally a staffing mess. No matter how many employees are on shift or how busy it is, it's going to take a significant amount of time to obtain your food. At this point, I expect that from Chipotle. This Chipotle in specific is the worst I've experienced. Every visit is a different problem: out of ingredients, out of beverages, 5 staff members standing in the back and only one helping customers, cashier walks away without bagging your food, food is completed and cashier is talking to a coworker in the back leaving you waiting, the cashier has a gang of friend hanging out in the store. I have never had a positive experience here in the past 6 months I've lived in the area. It might be better if they compensated you for lack of ingredients: extra meat or cheese to make up for lack of lettuce, corn, sour cream, etc. Instead I'm forced to pay over $10 for a burrito filled with just rice and meat. For the same price, I can go somewhere else and get what I want with all of the ingredients. I do...

My son and I went there, thinking we were going to have a great meal after work, not. I ordered what I thought was going to be a taco salad, the young lady serving ask me how many tacos, right there I was confused, so I just said four, two chicken and two steak. She heated the tortillas for less than 10 seconds on the hot iron, I requested rice, and then she passed them on to the next station. I may have gotten food poisoning from the second food station. Something was definitely tainted or spoiled!! As far as the atmosphere, it seems like everyone working there were family members or related, they had a table where everyone kept going to from behind the food service area, they all sat down talking and chatting as if they were not at work, therecwas a toddler running aroundthat was with them!!! I should have trusted my instinct. When we walked in, there was only one set of customers in the place! The employees were walking around in the seating area as if again they were customers and talking over top everyone throughout the whole restaurant, not very professional atmosphere for the customers!!! Also, there are no plastic knives or spoons, so it was very hard to eat soft tacos with so much stuff piled on top of them without leaning into the bowl to bite off pieces! I've managed many years in retail, this place seriously needs to have a tour of district managers walkthrough this restaurant, this is a very poorly run restaurant. The place also needs serious detailed cleaning in the seating area as well as the food service area!!! So basically, I ended up with two bowls of sloppy gunk, not worth...