Chipotle Mexican Grill — Restaurant in Berkshire Township

STAY AWAY! Words can't describe how POOR the level of customer service at this location is especially when utilitizing the chipotLane pickup window. My wife and I ordered our meal while shipping at Tanger outlets, we decided to drive through Chipotle and take it home to eat. We recieved an estimated pickup time of 740 PM.

We arrived at 736 PM and were fourth in line. We did not move until about eight minutes later and luckily the next two vehicles didn't take quite as long (although still longer than what is necessary in my opinion).

When I finally got to the pickup window I experienced what was by far the worst customer service experience I have ever had. I honestly was rendered speechless after leaving that night from pure and total shock.

Firstly, it was over three minutes before anyone opened the window to get my name and when I finally did provide it I was acknowledged by the closing of the pickup window, eventually the young man came back and explained "give us one minute." At this point I was watched as I experienced what could only be described as a state of total chaos and confusion. Not one customer or employee showed any emotion. Most had become frustrated and gone completely apathetic due to the long wait times and the what I assume to be the manager barking orders.

I was asked my name for the second time and again my only acknowledgement was a closing window, nine minutes had transpired. At this point I could tell that my order was officially being made due to the items and quantity being placed in the bag. The young man who had been helping me proceeded to clock out mid order fulfillment and leave the building walking right in front of my truck without making eye contact.

I was then greeted by a young man whom I assumed is a young man based on bone structure, height, and body type but he must have been in transition because he spoke with a very soft voice and had a long pony tail hair style. He asked my name for the third time and walked away saying nothing. He then went to grab a new box of gloves which took an exceedingly long amoung of time. I still think that it took him over 5 minutes to fetch the box, place them in the holder, open the box, and put new gloves on.

The only item I was waiting on at this point was two bags of chips. He placed the chips in their respective chip bags moving at the pace of a sloth. In all seriousness, I truly believe that he was either intentionally moving as slow as he possibly could or he was under the influence of a heavy narcotic cocktail. I pray that he made it home that night and I hope he didn't drive in that condition.

He placed the chips in the Togo bag, and opened the window to ask my name for the fourth time. At this point I explained that we had been waiting for over twenty minutes and that I had given my name four times. After shouting "I was on break!" He slammed the window and went to look at the monitor. frustrated, glanced at the monitor and said loudly "the most basic name ever!"

I took that as a sarcastic statement and a dig on himself like he was frustrated that he couldn't remember it but my wife took it as an insult. Either was that is completely unacceptable and unnecessary. He finally realized that the order was the bag that he had literally just placed on the shelf by the window and he grabbed it, slammed open the window, handed me the bag and said jokingly while slamming the window, "have a good night!"

This overall experience is totally unacceptable and completely ridiculous. I hope that no one goes through what I did. It's very unfortunate that both this location and the Hilliard location are starting to develop a reputation for poor customer service and poor quality. Chipotle used to take pride in their customer service and in their product. It has gone downhill and is now at a point where I will take my business elsewhere....

I don’t write many of these but this was one of the worst restaurant experiences I’ve had. In terms of cleanliness, I wouldn’t rate this even a single star. Every single table we filthy and the floor was a disaster. I’ve never seen a dining room look like that. To be honest, I’ve been to Chuck E Cheese’s MANY times and this restaurant was far worse than any of those. In terms of food quality, my bowl was as good as it could be. But the attendant seemed like they were not listening or doing almost the opposite of what I was asking. I asked for the brisket, and a 2nd bowl was a veggie…no problem there, full scoop of corn salsa…it was about a 1/3 to a 1/2 scoop. I asked for just a little more and they were definitely annoyed. Light on sour cream…he gave me a heaping scoop of sour cream, like enough for two, at least. I asked for lettuce. They said they were out of lettuce. I said that would have been nice to know ahead of time since the second bowl I ordered was a veggie bowl. He then said the he could put a little bit of salad mix on top….which I took the offer. There was about 6 pieces of lettuce/spinich. I asked for cheese, they took a HUGE handful of cheese and plopped it on top. The ingredients were good and fresh, but it was like they had no care in the world in how they put it together. The whole thing was a blob of “goo” from all sour cream mixed with cheese and corn. Not a good eating experience nor even close to the taste and texture that make a Chipotle bowl so cravable. In terms of service, the young lady that asked what I would like, and the guy at the end were very polite. The guys dishing out the ingredients were more into talking to each other and rolling their eyes at coworkers than listening and/or taking any sort of pride in what they were dishing. I asked for two bags of chips. They told me they were out of chips, that they didn’t come in the truck that day. No problem, not the end of the world…I told them. There were about 20 bags behind him and I asked what those were for. They said that those were reserved for people who were ordering online or DoorDash. I asked if they were sold. He said no, the people who order online and have it delivered pay online immediately. If they ran out, they would have to refund. This is what bugged me. I’m a paying customer too, spending my time and gas in your store…yet I am not privy to chips that aren’t sold yet, but can’t have because they don’t want the inconvenience or negative experience/rating from their delivery customers. Seems backwards to me. Lastly, there were 6 people in line ahead of me. It took them 35 minutes to get through my line. It was so slow…no urgency at all. I’ve been to this location several times…8 times at least. They’ve been 3 stars at best all along. Every other chipotle I’ve been to is much cleaner, much faster, much better. I will not be back...

This Chipotle when it first opened was 5* and was always fast and accurate. That is when they were online orders only.

Fast forward to now. This is the absolutely worst location i have ever eaten at. I have given them multiple chances. In the past two weeks alone, we have ordered online and had to wait for our food for more than 30 minutes past its scheduled order time. The previous time, we ordered a kids meal and it comes with two sides. Apparently they were out of corn because they did not give us any corn with the order or have any explanation at the time of pick-up or offer a substitute. It wasn't until we got home to find that we did not receive what we paid for. Then, when an email was sent about our experience, no one contacted us or attempted to make it right.

Tonight, I placed an order for our family of 4 and I went inside to pick up the order instead of waiting in the drive-thru because of past experience. I entered right around 5pm for our order for 5pm and was told they were working on the order. 35 minutes later. I still had not received my order and watched employees not working, standing around on their phones taking selfies, and another attempting to push food around off tables and onto a already dirty floor. There were two tables of customers who already had their food. No one else was in line. No one approached me after my first encounter telling me my order was being fulfilled, but yet I stood there. Once more customers came in, their orders were filled and paid for and yet...I was still waiting.

This "restaurant " is poorly run and they never have the ingredients you ask for and pay for. They don't bother to tell you they are out of ingredients, and offer explanation or substitute. I would send an email but those go unresponsive.

Without fail, I got home finally with my order and as expected, it was cold, incorrect, and missing ingredients that I paid for.

I'm not sure why I keep going back for disappointment.

Its too bad, because its convenient and very close to our home and a fan favorite of my kids.

Might have to start going next door to Agape' who have...