Chipotle Mexican Grill — Restaurant in Charlotte

I work at the mall and chipotle is my preference for my lunch break. I place my order online in advance. every single time I get there my ticket is still on the wall. I stand there waiting for somebody to greet me or ask me what I need. Finally I tell them I’m there to pick up an order. Every single time they say OK we will get started on it now. What’s the point of having a mobile order if you’re not gonna make it until I get there? I’ve gotten in trouble multiple times at my job because it took me too long on my break because of their negligence and laziness. even if there is nobody in the store and they’re sitting there texting on their phone they’re still not making my order until I get there. Today it happened again even after I’ve made complaints so I still in line while they prepare my order because if you’re going to make me wait in line anyways, there’s no point in ordering online so I’m gonna stand there and watch you every step of the way that’s how you wanna treat Customers. he told me multiple times that he would meet me at the register with an attitude because he didn’t like the fact that I was standing in line. I don’t like the fact that you wait until I get there to make my order I might as well stand in line it would probably be faster, so yes, I’m going to stand here. then every single employee started to get rude and aggressive verbally with me because I questioned why they never make my order every single time. The woman at the register, who was a big woman with a ponytail, and looked to be in her 30s started waving her hand at me, telling me to get out. Every single employee, except for maybe one or two started yelling at me. why would you be aggressive with me because you’re the one who is incapable of doing your job? you work in a fast food industry. If you can’t manage to make a simple taco on time, then you should probably go get a different job. I would not recommend this chipotle to literally anyone unless you have at least an hour to wait for your order. Honestly, I think they need to fire the entire staff and getting new staff. They all hate each other on any customer should be allowed to make a complaint without them...

Went to this Chipotle on Friday evening July 21,2023. Arrived and there were no customers and 3 employees, that I could see. There was a handwritten sign noting the items that they were out of (fine, it was near closing, no biggie)and I proceeded on to order. The young man kindly shared the items again as I walked up to order my food. I asked the lady who began to make my bowl if they had the chicken pastor. Her reply "he told you that we didn't." I said "oh, I must not have caught that, but I'll take the chicken you have (she was hovering the chicken over the bowl as if to say, "do you want it or not"). The other lady that she passed the bowl to asked if I wanted queso. I said yes, but on the side (since it's to go). The young man rings me up and I notice it cost more than I expected. I asked him, "is that just for the bowl?" He said "no" it's for the bowl and queso. I did not realize that it cost to put queso on the side. As I'm asking him for clarity, the 2 ladies proceeded to answer the question with such a rude attitude in their tone. After I understood the cost, I paid for the bowl + queso. I said to the 2 ladies "I didn't need 3 people talking at me." The young man was cordial the whole time but one lady says to the other, something to the effect of " don't even respond" and then the other says "oh I'm not." They were being passively rude in their comments to each other in front of me. I forgot to mention that while they were eagerly telling me about queso costing extra (which should've taken one person, the young man that I asked in the first place), another customer is in the middle of placing his order. I can only assume that it was a long day at work, but the rude tone and what seemed to be eagerness to tell me that I'm wrong (when you don't have multiple items on the menu), was not the best customer service. Do better is...

Incredibly unprofessional. Witnessed the employees & general manager laugh at a customer and subsequently follow them into the food court after they came in with an issue. First they harped on them having a receipt, then it was oh you left the restaurant with it, and finally it was oh you tried to eat it. They openly laughed and made comments about this person for everyone in the restaurant to hear. The staff completely ganged up on them and quite frankly I don't know how that's remotely acceptable. The customer did what was asked and brought the food back in but was given a hard time because the general manager followed them and saw them try a bite of the food one more time. From what we could hear it was too spicy for them and they had attempted to eat the dish. They weren't asking for much, just for the dish to be replaced with something else or a refund. Having worked as a GM for a restaurant, I was really upset at how the staff treated this person. We always genuinely listened to the customers complaint, explained if necessary & then offered a solution... either remake the dish or make them something else, or a refund. I know every restaurant has different policies but the way this person and their child were treated was completely unacceptable. Openly mocking customers...