Chipotle Mexican Grill — Restaurant in Champaign

Incredibly slow and poor service.

Placed a mobile order for a single burrito bowl to be picked up at 6:30. I arrived to find a number of people waiting for their mobile orders. 6:30 came and passed, then 6:40, 6:50, and 7:00 all passed without my order even being started. All the time I watched the walk in line move right along and even sit empty. When I asked if they could help make my order since there was no one in line, I was told no. If I had been a walk in I could've received my order a half dozen times already, a fact not lost on any of us waiting for our mobile orders.

Eventually I was tired of waiting, so I tried to cancel the order. First I used the app's support chat feature, which didn't even seem capable of pulling up the correct order, even though I had just placed it through the very same app. After I finally got the chat bot to recognize my order, it refused to cancel it. I walked up to the employee on the register in the store and asked to cancel my order, I was told that they couldn't and the only way was to call a 1-800 number. At this point I had been waiting for nearly 40 minutes past my scheduled pickup time. I called the number and waited several minutes only to be told that they couldn't cancel my order either because, more than 45 minutes after my scheduled pickup time, the order was finally ready.

What did they offer me for my trouble? A voucher for free chips and guac the next time I ordered. I'm not expecting a lot, but waiting over 45 minutes for my order and getting $4 worth of credit for the trouble just seems insulting. The kicker? I asked for extra rice and cheese on my bowl and it ended up being quite light. After all of this the bowl barely even filled me up, I was left feeling like I needed a snack to be satisfied with my dinner.

Overall this was one of the poorer experiences I've ever had at a restaurant. I will not be returning, even for...

I visited this Chipotle last night and it was a 1-star experience. Despite only having 2 people in line in front of me I waited about 10 minutes to get my walk-in order. The burrito making station was out of foil, but instead of getting a new box the employee pulled a small piece of foil from a wadded up pile on the food prep area that had a hole ripped in the middle. This might not have bothered me except that the food prep area was absolutely filthy; ingredients were spilled everywhere and there was some sort of liquid too, all of which my burrito was slid across with a hole in the foil. The only reason I wasn't worried was because they needed to re-wrap my burrito with a new tortilla after the first one broke, but they still used the same foil with a hole in it (they did wrap a second piece around it, thankfully). When I made it to the register I was undercharged (I had double meat, paid for single) and the employee actually tossed my bag at me and walked away before I even paid; it would have been quite easy for me to just walk out without paying! When I went to grab napkins, the drink/utensil area was also filthy; burrito ingredients and trash all over the counter. I've been to this location about 4-5 times over the past month, and no matter what time I've gone the store is filthy (food prep area is the worst), the staff move quite slow (if there's even a small line, be prepared for a 20+ minute wait) and aren't efficient (2-3 people in the back while only 1-2 people are in the front), and there is absolutely no leadership or management in sight. I'm honestly shocked this place hasn't been shut down for numerous health code violations. Please do something to fix this Chipotle; I won't be returning until I know these issues...

I give up. I like Chipotle as a brand but I'm done with this location. Lunch rush. I walk up to the counter the girl serving people leaves without a word. I think she's going to the back to get something or whatever, no I never saw her again. But there's still about 8 employees in house. Guy at grill making chicken, coughing into the food. Finally the person who was working the register noticed no one is taking orders. He serves me but now there's no one to ring. 2 people working on pickup orders. I watch the former register employee help 4 people, one of which had multiple entrees; my food is just there in front of me getting cold. Girl working carryout asks my name thinking I'm there for carryout, gets names from 3 people waiting on them then goes back to the carryout area without directing anyone to counter. An employee in the back looks out from the back, says nothing, does nothing. Another employee emerges from the back, gloves up, then retreats to the back, again no one acknowledges that front end needs help or that they need someone on register. My food is still in front of me getting cold. When I finally ring out and get to a table my food is barely warm.

I already conceded some time ago and I have written reviews on this location, that the management failed to train employees to wrap burritos. I also saw many times where this location would be out of not just one item but SEVERAL. If you're serving burritos but you're out of 2 meats, lettuce, sour cream, and cheese, what are your actually serving? I'm just done giving them my money, done hoping they'll get better.

CU has better choices in this segment, with more accessible parking, better food, better prices, better management, cleaner tables, shorter...