Chipotle Mexican Grill — Restaurant in Broadview Heights

I again understand everyone is short staffed & trying to do their best but this is the very last time I will go to this location in Broadview Hts. I order on the app for pick up from this location 1-2x’s a week for over a year. For the past 2 months I have to wait 30-40min PAST my pick up time to finally get my food - with not even an apology. I ordered my food at 7:30 for an 8pm pick-up. Get there at 8 am and no bags are on the pick up shelves in fact the pick up prep area is completely closed. There were 5 employees working (2 on line & 3 in the back) & at the time I walked in about 6 people in the regular line. Having 2 kids in the car waiting for me & dinner after a long trip home - at 8:17pm I went to the cashier & asked when my order would be ready - she asked me for my name and disappeared to talk to the manager. In the meantime more people have joined me in the pick-up line. I’m sitting at a table & the cashier asked me loudly over other customers for my name again - I responded back at the same tone. At 8:35pm I finally got my food - if I had just went in the regular line when I got there I would’ve been home already. The kicker is the Manager came to hand me my bag and told me not to be rude to his staff!!!!! I have been in sales and service for over 30 years and was not rude. If anything his staff treated me unfairly. I asked for when I could expect my order because they were clearly not paying attention to any of the App or on-line orders and had I not spoken up I could’ve been waiting there even longer. They just lost a...

I ordered online today from this location and after I got home from picking it up we realized our bowls were literally half way full. They only filled up one side of both bowls. There was also pretty much no rice. It was just a pile of steak with sour cream and cheese. I called immediately and asked them if they could remake the bowls if I bring them back and they said they could only replace one....like what?!? That makes no sense at all. Then they offered to refund and I literally told them I just wanted my bowls remade because the point was to eat what I ordered. They once again said they could only replace one bowl. I'm not sure what kind of policy this is but that made absolutely no sense to me. The phone call ended with them saying they would give me a free bowl next visit and that they were busy so it happens. Almost every chipotle I go to is busy and never have I ever had this problem. I explained sure a free bowl would be great for next time but my point was that a free bowl wouldn't fix the issue of what I ordered today and that I just wanted the bowls corrected because I paid for them to be correct. They said there was nothing they could do besides the free bowl next visit or them fixing one bowl today or me bringing the bowls back for a refund. My point to this is I couldn't believe how horribly these bowls were made but also that they wouldn't fix them when I literally offered to give the bowls back for...

My wife and I are dashers and this is our experience with the manager over a customer's catering order: Arrive to the restaurant and message the customer, go inside and inform them that we're here to pick up "So-n-so's" order. Manager claims up and down they do not have that order and we're at the wrong location (if you're a dasher, you know the absurdity of this claim). They will not answer the phone for the customer or talk with the customer using my cell. I have to contact doordash about it because the customer ordered through there. SO EVERYONE KNOWS YOU CAN ONLY ORDER CHIPOTLE CATERING THROUGH CHIPOTLE'S WEBSITE, NOT THROUGH DOORDASH. Sorry buddy. Manager finally answers their phone and speaks with customer. Tells them, then us, it'll be an hour. Come back 20 minutes later and they STILL haven't started because they don't know what the customer ordered! Did you not go over this with the customer when they called you and you told them an hour?! What the heck did you smoke today, dude? I want some! Almost 2 hours after promise time, the customer since now shown up with the laptop he ordered with and has his receipt on, does this poor man get his order.

This is a continuous issue with this location. They "never know" they have catering orders. Sorry...