Chipotle Mexican Grill — Restaurant in Batavia Township

Wow...This location absolutely needs improvement, both in customer service, in courtesy and in kindness. Today will be our last visit.

Sunday, Oct 20, 2024 - placed and paid for an order online. This location has one of those drive thrus that doesn't accept new orders, but allows you to pick up online orders through it. I've used it probably a dozen times since the location opened without major issue. Once or twice, a forgotten drink, but that's easily fixed.

Today, different story.

As previously stated, placed an order. The order reports it'll be ready at 5:20pm. I pull into the drive thru at the predestined time. I give my name (well, my wife's name... she placed the order, and she's got the Chipotle app on her phone) and I get puzzled stares. "What was the name?" I provide the name again.

A couple minutes go by "ok, one more time" I again provide the name. My wife has texted me the order confirmation and I show it to the person at the window. They ask "what location is that for?" I reply "this one"

They tell me "we don't have that order in our system." I ask if they're sure, and they tell me they are. I leave. I call my wife. She tells me she received email confirmation the order is done and ready to be picked up at this location. She sends it to me. I return. I again show it. "I told you, we don't have it" so I again... leave.

My wife calls in. They find the order (magically) and tell her it's ready and they're sorry and they'll hook me up with extras and blah blah blah... just come on back and get it.

She calls me to tell me all this. So I return, again. It's now 5:50pm

I get to the window again and say "I'm told my order is ready now." I provide my name. The guy at the window hands me a bag, shuts the window and walks away.

I had a couple of questions... chief among them is "may I have the rest of the order?" (Kids drinks are missing) and I'd also kinda like to ask if this order was ready a half hour and and had just been sitting ever since. But I didn't get the opportunity. (I'm assuming it was, the selections were not very good and on the cold side).

I return home and tell my wife what happened. She calls the location again to report this. The person she's on with tells her that I was rude to the person at the window and they "were going to get the drinks..." That I drove away because I wanted to.

First off, no. The employee did not say one single syllable to the tune of "hang on, I'll be right back." Because yeah, I would've stuck around another moment to get the rest of the order.

To turn around blame me? No. That's incredibly rude of you. Like... why?

Look, I get it. It's not your money, you aren't the owner and you don't care. (Your attitudes more than make this clear). So whatever I guess. But people share experiences, and reading through some of these other reviews, it seems like this isn't a new thing. So I guess today is just another in a series of poor customer experiences and that does affect you, dear employee.

This location isn't even that old, but it's gone way downhill and has definitely lost my business. If you read this, I hope you'll think twice before...

Went into the location on 12/8/23 and they didn't have hard shell tacos, so I got a bowl and they didn't have lettuce. Ok, then I get to the cashier and I'm asked, "can I get you any sides?", I asked for chips and guac, when I was told, "we don't have any chips". So, to wrap up, no hard shell tacos, no lettuce and no chips along with mediocre food and service. I reached out to Chipotle customer service and I posted a picture of their response, which was basically, sorry we'll make sure we stock up in the future. Not exactly the best customer service. Decided to give them another chance and order 12/17/23 for delivery. Ordered at 5:50pm was told it would be delivered around 6:24pm but actually got delivered at 6:50pm. An hour for over $80 worth of food that was once again, just ok. Carnitas were fatty, the burrito was small and 96% rice, missing lettuce in one of the bowls and soft shell tacos instead of hard shell with no notification. There were 5 pieces of steak in the over $15 burrito! I'm done with this and all Chipotles. Bad service, bad food, missing items and EXPENSIVE! I feel like they just don't care and I don't matter. So hopefully I can get a few others to avoid this restaurant and maybe they will take notice and make...

Despite the reviews, I ignored it, and went inside to give it a try. I was so tired from a long day at work!! And didn't want to drive further. By far worse decision.

Went inside order the chicken burrito, the girl preparing was nice and was trying her best to do it right. But she barely add anything on the burrito NOT even a full spoon or chicken or beans or rice. Then she couldn't fold the burrito. Ok the burrito looked so tiny. Again I was tired from work didn't even want to argue. She calls her coworker to go check me out. " he rolls his eyes and gave me an attitude while I was paying. Like seriously whatever. My GUT was telling me to leave it but I decided to still pay for it.

Went home took like 2 bites and just dump it in the trash can. NEVER EVER would I go back to this location. I rather take the long drive to get a decent burrito.

And everyone there looks miserable and annoyed like they need proper training and the right management. I rather have...