Chipotle Mexican Grill — Restaurant in Chester Township

UPDATED APRIL 2024

It seems since I last left this review this place was getting crushed on reviews. We returned today and I don’t know what happened but it was like a different restaurant. There was clearly a manager running the line and communicating to the patrons and staff the entire time. And she was bringing the customer through the line as they are supposed to. There was a staff member cleaning the dining room actively. Food was fresh and cooked properly. All the staff was attentive and doing their job. They did somehow run out of white rice and it was an odd period of time before they had more however they did inform the entire line waiting to order they were out instead of having them realize it right before they placed their order. I hope this sets the standard going forward but we will see. I’ve raised my review by one star and will do it again if this becomes consistent.

I really tried to avoid leaving this review. I wanted to contact the manager directly. But as far as I could tell she wasn’t working and the business card that lists her name has the general store phone number on it and not a direct line or email address. I was going to say the following in my email: “ these comments may not make any difference since this is the only chipotle for miles and the bar for quality just to stay in business is pretty low. But after multiple repeated trips to this place I can’t help but realize this is a poorly run place. The food bins on the line are dry and crusty regardless of how fresh the food is inside them. The rice has been undercooked on multiple occasions despite being fresh. Multiple times after a dinner rush and the restaurant is empty the place is a complete disaster. With multiple menu items being out of stock or not available. The staff provides the bare minimum in communication. “Yes. No. That’s extra. “. No personality. No hello how are you what can I get started for you. No thank you come again. I’d be surprised if anyone I’ve seen working is over 25. That by itself isn’t an issue but it’s worse when things are in disarray. And they always seem to be 1-2 people understaffed. Other chipotles I’ve frequented are clean. All the food is fresh. Hot. And cooked properly. The guac is bright green and fresh and the food bins are clean. Not this place. The Jersey mikes across the street by comparison is a complete machine. They have their process down so well the place is nearly spotless during a massive rush. And they have tons of staff working. Always greeting you and ensuring your order is prepared properly. And the biggest difference is you can tell who’s in charge during shifts and what people are doing when interacting with customers so I have to believe this is a management issue. I love chipotle. I hope you can turn this place around. I’d happily change my review....

Went to place an order today at 10:16 via their app, which indicated that the store closed at 11 pm. I even checked the website and google to triple make sure. We were told that our order would be ready at 10:30, I made my way down there by 10:37-ish, and my son was met with two employees sitting by the table that runs along the front window. He went to open the door but it was locked. The people by the door told him that they were closed. I promptly got out of my car to show them that I had placed an order, but the two employees who were by the register kept shaking their head no. I told them that I had placed an order online and pointed to the bags of food waiting on the shelf. They all shook their heads and wouldn’t even open the door to speak to me. I then saw them all approach the shelves with orders that hadn’t been picked up, divided them amongst the four of them, and sodas being brought out from the back for them to drink with their food.

Highly disappointed since we eat from here around once a week. We’ve had bad experiences before from being served hard undercooked rice to orders not being properly prepared (with key components missing, like the meat or the veggie not being in the taco or burrito, no salsa, no rice, etc and chips not being included with our order, quesos not being available, orders being made after I arrive to pick up the food and waiting 10-30 minutes while it was being prepared). I’ve also been consistently tipping 15-20% every time as I feel that people in food service aren’t paid enough. But I regret doing so at Chipotle about three out of every 5...

This place is a disaster. A few months ago they put a sign on the door stating that they could not accept cash because of a national change shortage. I wanted to pay cash so I asked and they said corporate told them this and to put those signs up. I said there is no change shortage that was a year ago, and it is illegal in the State of New Jersey to not accept cash for payment. They still would not accept my cash so I contacted customer service through the app and was shocked that I got an actual phone call back from a very nice person at headquarters saying this was absolutely false they did not tell them to put the sign up and that they were just out of change at the store! I told the woman they are literally right next door to a Bank of America where someone could walk over and get change! Fast forward to today I went in and tried to pay cash for my order which came to $8.69. The person behind the counter told me that they were short on change, so that they would be rounding it up to $9. What!?! So I have to pay more for my meal because I'm paying cash?? When there's a Bank of America right next door? How can you upcharge me because you don't have change?? We won't even discuss how inconsistent the food is, sometimes the racos are filled so much you get full on 1 and sometimes they...