Chipotle Mexican Grill — Restaurant in Charlotte

Good evening to you all. I did not know how to start this review, but after what happened on 02/16/2024, I feel like I need to write this because I am appalled by the behaviors of the employees who work at this location. I placed an order on the Chipotle app for my mother so that she could have some lunch for her and a friend at work. The pickup was scheduled at 5:20 PM and my mother arrived around 10 minutes later. When she entered, she noticed that the order was not on the pickup shelf and when she asked the employees where her food was, the employee gave her attitude and said that if the food was not there, then someone else picked it up. When she requested that the employees make her food once again, they gave her attitude once again and said that she needed to wait. Mind you, this was their mistake and they are playing victim to the fact that they messed up. My mother was not pleased and when arguing with the employee, the employee told her to back up or that they would square up which to those who don't know mean that she was asking her to fight. My mother clapped back and said that she wasn't even close to the employee in question and that she was being rude to her at the beginning. It seems like the employees at this Chipotle can be rude and disrespectful to everyone, but when someone stands up to them and will not take their bullying, they play victim. Also, there was someone there who started to call my mom vicious names like the B word and C word. And to top it off, one of the patrons walked up to my mom and threatened to beat her butt which was met by laughter and applause by the same employees who disrespected her. To conclude, they never made the order for her and said that she would have to wait an hour for them to even attempt it despite the fact that the original order was never supposed to be given away in the first place. It was an extremely embarrassing affair to everyone involved. My mother because she was humiliated and bullied because the employees made a mistake that they refused to accept and rectify. The employees because they displayed an atrocious level of professionalism and even resorted to tactics that can be found at a major event when someone had too much to drink. I know that sometimes customers can be unbearable, entitled, and demanding and that employees in establishments such as fast food deserve more respect for all the hard work they do. However, with that said, this was not one of those cases. They screwed up and they attacked my mom for it. Chipotle needs to be very disappointed for hiring employees who ridicule their customers when the mistake was on them and not the other way around. I'm not asking for sympathy or for anyone to attack these employees at this location because as consumers, we need to be better than that. However, all I do ask for is awareness and for people not to come to this establishment because I don't want anyone to be bullied for a mistake that the restaurant did. Also, Chipotle has not been cooperative and has not given me a refund for an order we never picked up. I was trying to do something nice for my mother who works to take care of my grandmother and her kids and the thanks she got was being berated by a group of individuals who used their position to abuse and attack her. Folks, please just stay away from this location. It is not worth your hard-earned money and time. Just go somewhere else where they actually know how to treat their customers. Thank you to you all. Stay safe and have a...

To say I’m disappointed is an understatement. This Chipotle location has been my “go to” location for a long time now. I’ve never had issues with service, the food quality, or the accuracy of my order… until last night. Which is why I am here writing this review.

Last night I put in an order on the app for a burrito bowl to pick up on my way home from the gym. It was a veggie bowl with brown rice, black beans, fajita veggies, pico de gallo, cheese, lettuce, guac. Pretty simple, not complicated, what I order every time. I grab it off the shelf, drive home, get my chips and sides out of the bag, and then retrieve my bowl. I opened it to a completely different bowl - loaded with chicken, sour cream, white rice, and corn salsa… despite having a sticker with the details of my actual order on the lid. I should have checked the bowl before I left, but I did not, so I will take partial fault for that.

I immediately contacted Chipotle’s Pepper help on the app and they gave me a free entree reward. My heart was set on Chipotle for dinner, so I reordered my bowl again with the reward in the app and scheduled it for pick up. I had my boyfriend pick it up on his way home from work to save me a trip. I asked him to check it before he left. He opened it and seen the entire top covered in lettuce, cheese, and guac, so he assumed it was correct this time. He gets home, I start digging into it only to discover that under the thick layer of lettuce was ONCE AGAIN chicken, white rice, corn salsa. I’m absolutely stumped at this point. This time, I grab both incorrect entrees, and drive back to the store.

Once I get to the store, I wait for a person to be checked out when I approach the register. Once the cashier was done checking that person out, she immediately gets on her phone ignoring me. I interrupted her scrolling to inform her that I received two incorrect pick up orders and would like it to be corrected. She looked at me, looked at the two bags in my hand, and told me to go to the end of the line and just order a new entree. I asked what she would like for me to do with the two incorrect entrees and she aggressively snatched them out of my hand and tossed them under a table behind her. I get in line, watch my food be made correctly this time, and informed the two different cashiers at the end what had happened and that I was there to correct my meal. They were much more polite than the cashier with the bonnet on.

The food was delicious once I finally had the correct entree. 1 extra star for that. The poor customer service, lack of accountability, rude attitude of the cashier, and the fact I had 2 veggie bowls be made incorrectly back-to-back has completely soured my desire to return to this location. I’ve recorded this review as well in the Chipotle app. After reading other reviews on this location, I am far from the first person to experience this service.

I’ll drive the extra 5 minutes to go to the Birkdale, or Concord,...

The lady started making my bowl without getting any orders from me on what I want on it. How does that make any sense? She started putting random things on it without my consent only to have another employee follow up on it by asking me what I want on it with the next section of the food. The common sense and competency of these people are gone. I replied that they need to remake mine because I didn't even give them my order yet. They were so focused on rushing that they ended up disregarding me as a customer. They then tried to overcharge me extra white rice on what isn't even extra white rice portion nor have they ever done this to me before out of the hundreds of times I came here and actually ordered extra white rice portion. These employees are new and the manager over them is extremely incompetent (which I will get to that in a moment). An employee under her had to tell her that I don't need to be charged extra white rice. How did I get to this after being rushed and disregarded? The 2 employees that disregarded me lied and told to them I had extra white rice portions just to "teach me a lesson" like it's personal. I was livid so I asked for their manager. The manager, who I think is a fraud because I don't actually know who the manager is, told me that I had to pay extra white rice even if they didn't give me extra white rice because what they say is what goes. I demanded that I will not walk out of this store without paying the authentic price which is normal size white rice. These people are obnoxious and in stupidity. How does it make sense to treat customers this way? They argued about why they need to overcharge me and the random food they made me without my consent. It doesn't make any difference if you rush and mistreat your customers at the same time, it's will result in a negative return on the company because the customer service is poor. I received my food for the fair price thanks to the sane and intelligent employee who stepped in, after all of that conflict and injustice against me, to charge me the correct price (which is also why I think that lady was lying about her being a manager). Throughout this whole situation they were arguing with me on everything. Afterwards, the food was the most disgusting I have ever had from chipotle. They didn't cook it right and I found a food so burnt it is literally a rock! The pique de gayo is like sour patch kids, it was too sour. It was nasty and not worth the money and the situation. I am...